COMPLAINTS AND APPEALS POLICY
This Complaints and Appeals Policy explains how Qylo B.V. ("we", "us", "our") handles complaints and how you may challenge decisions made on the XReelz platform. This Policy forms part of your agreement with us. By using the platform or submitting a complaint or appeal, you confirm that the information you provide is accurate and complete.
We take safety, compliance, and user protection seriously. This Policy is designed to give you a clear, simple, and transparent process for raising concerns, reporting issues, and requesting a review of decisions.
1. SCOPE OF THIS POLICY
This Policy explains how you can submit complaints to us and how you may request a review of decisions we make on the platform. You may use this Policy to report concerns about illegal content, unsafe behaviour, violations of our Terms of Service or Community Guidelines, account actions taken by us, or any moderation decision that affects your use of the platform. This includes reports about suspected underage content, non-consensual activity, fraud, impersonation, safety risks, or any other issue that may harm users or the platform. You may also use this Policy to appeal our decisions, such as content removals, account restrictions, suspensions, or limitations on monetisation.
This Policy does not apply to copyright or intellectual property complaints, general customer service enquiries, or issues that fall outside our control. Those matters are handled separately under the relevant policies.
2. DEFINITIONS
i. Appeal:
A request asking us to review and possibly reverse a Decision we have made. Appeals must follow the process described in this Policy.
ii. Complaint:
A request asking us to investigate content, behaviour, activity, or any issue relating to the enforcement of our Terms of Service, Community Guidelines, or applicable laws.
iii. Content:
Any material uploaded, posted, or shared on the platform, including videos, images, messages, captions, tags, metadata, and promotional materials.
iv. Creator:
A user who uploads content or uses paid features such as subscriptions, pay-per-view, tips, custom content, or monetisation tools.
v. Decision:
Any action taken by us in response to content or behaviour, including content removal, warnings, restrictions, suspensions, bans, monetisation limits, payout holds, or rejection of identity or age verification.
vi. Deactivation:
A permanent removal of access to an account, including loss of ability to log in or use any platform features.
vii. Digital Services Act (DSA):
The EU regulation that provides additional rights to users in the European Economic Area (EEA), including rights to report illegal content, challenge moderation decisions, and involve regulatory authorities.
viii. Digital Services Coordinator:
The national authority designated in each EU/EEA country to oversee compliance with the DSA and handle related regulatory complaints.
ix. Monetisation Restriction:
Any action that limits a creator's ability to earn or receive payouts, including disabling paid features, freezing earnings, or holding payouts during investigations.
x. Non-Consensual Content:
Content posted without the permission of the person depicted, including private or intimate material shared without consent.
xi. Out-of-Court Dispute Settlement Body:
A certified dispute resolution body that users in the EU/EEA may contact under the DSA after completing our internal appeals process.
xii. Statement of Reasons:
A short explanation we provide (where required by the DSA) when content or an account is restricted, removed, or moderated.
xiii. User:
Any individual who accesses or uses the platform, including general viewers and creators.
xiv. Verification Partner:
A trusted third party we use to perform age verification, identity checks, sanctions screening, AML checks, fraud detection, or related compliance assessments.
3. HOW TO SUBMIT A COMPLAINT
You can submit a complaint to us using any of the methods listed below. Please choose the option that is most convenient for you.
- Report button available on content or profile
- Email: info@xreelz.com
Your complaint should include:
- a description of the issue
- any relevant URLs or usernames
- screenshots or evidence (if available)
- your preferred method of communication (optional)
If the information provided is incomplete, we may not be able to review the complaint.
4. HOW WE REVIEW COMPLAINTS
When we receive a complaint or content removal request, we review it promptly and in good faith. All complaints and all content removal requests are reviewed and resolved, or the content is removed, within a maximum of five (5) business days from receipt.
Where there is evidence that content is illegal, unlawful, or prohibited under applicable law, the content is removed immediately without waiting for the five (5) business day period to expire. In such cases, we preserve relevant evidence and notify the appropriate authorities and relevant acquiring bank(s) or payment partners where required.
During our review, we may:
- examine the reported content, messages, or account activity
- use automated tools for initial screening, followed by human review
- request additional information from the complainant
- consult trusted third-party moderation or verification partners
- temporarily restrict access to content, features, or monetisation while the review is ongoing
Final decisions are always made by human reviewers.
5. COMPLAINT HANDLING TIMELINES
All complaints and all content removal requests submitted under this Policy are reviewed and resolved, or the content is removed, within five (5) business days of receipt.
Certain cases are handled more quickly:
- Complaints involving illegal content, minors, non-consensual content, or serious harm are prioritised and, where evidence exists, the content is removed immediately.
- In such cases, we may notify law enforcement, regulatory authorities, and relevant acquiring bank(s) or payment partners, where required.
If additional information is required to complete a review, we may request it from the complainant. Where possible, temporary measures may be applied to restrict access to the content while the review is completed.
Under no circumstances will a complaint or content removal request remain unresolved beyond five (5) business days.
6. OUTCOMES OF A COMPLAINT
After reviewing a complaint, we may take one or more of the following actions (in our sole discretion):
- remove the content
- restrict or suspend the account
- remove monetisation or hold payouts
- issue a warning or strike
- request additional documentation or verification
- close the complaint with no action if no breach occurred
- restore content if the complaint was unfounded
If you request it, we may notify you of the outcome unless restricted by law.
7. CONFIDENTIALITY
We keep complainants' identities confidential unless:
- disclosure is legally required, or
- necessary for safety or fraud investigations.
We do not disclose complaint details to the reported party except where strictly required to process the issue.
8. ABUSE OF THIS POLICY
We do not allow:
- false, malicious, or abusive complaints
- repeated complaints meant to harass users or creators
- misuse of the reporting system
- automated or mass-generated reports meant to disrupt the platform
If you misuse this process, we may suspend or terminate your account.
9. SUBMITTING AN APPEAL (HOW TO CHALLENGE A DECISION)
If you disagree with a Decision, you may appeal it.
To file an appeal, email: info@xreelz.com with the Subject line "Appeal Request"
Please include:
- your username
- relevant URLs or content identifiers
- a description of the Decision you want reviewed
- clear reasons why you believe the Decision was incorrect
- screenshots, context, or supporting evidence
Only complete appeals will be reviewed.
10. APPEAL REVIEW PROCESS
When reviewing an appeal, we:
- review the original Decision, content, or account activity
- consider the explanation and any evidence you provide
- may ask for additional information
- may consult moderation tools or verification partners
- ensure that a human reviewer makes the final determination
We aim to conclude appeals within 7–14 days, but may extend this period where necessary.
Possible outcomes:
- Appeal granted - Decision reversed
- Appeal partially granted - some actions reversed
- Appeal denied - original Decision stands
Our decision is final. We are not responsible for loss of earnings, subscribers, or visibility resulting from moderation actions taken during an investigation or appeal.
If a dispute regarding an appeal cannot be resolved directly, the merchant agrees to cooperate in resolving the matter through an independent neutral third party. Any associated costs related to this process will be covered by the merchant.
11. WHEN APPEALS ARE NOT ALLOWED
You cannot appeal Decisions relating to:
- confirmed involvement of minors
- confirmed non-consensual or criminal content
- forged identity documents
- law enforcement orders
- repeated violations
- irreversible actions taken for safety reasons
- decisions already reviewed through previous appeals
We may refuse to review repetitive, abusive, or previously decided appeals.
12. DIGITAL SERVICES ACT (EU/EEA) – USER RIGHTS
If you are located in the EU or EEA, the Digital Services Act (DSA) gives you additional rights. You have the right to:
- submit complaints directly to us under this Policy
- appeal our Decisions using our internal process
- report or complain to the Digital Services Coordinator in your country
- challenge our Decisions through a certified out-of-court dispute settlement body
- seek judicial redress in a competent court
Your statutory rights are not affected.
13. SUPERVISORY AUTHORITY FOR XREELZ (NETHERLANDS)
Authority for Consumers & Markets (ACM)
The Hague, the Netherlands
14. CONSUMER MEDIATION FOR EU/EEA USERS
If you are in the EU/EEA, you may choose to seek resolution of a dispute through the EU Online Dispute Resolution (ODR) platform. Participation is voluntary unless required by law.
15. REGULATORY COMPLAINTS UNDER THE DSA
If you believe XReelz has not complied with the Digital Services Act while you are using the platform, you may file a complaint with the Digital Services Coordinator in your country of residence. You may still submit the issue to us first under this Policy and appeal our decision if needed.
16. REPORTING ILLEGAL CONTENT
Reports involving illegal content, including minors or non-consensual behaviour, are reviewed as a priority. We preserve evidence and may notify law enforcement or regulatory authorities where required.
17. RECORD KEEPING
We retain complaint logs, appeal records, and related evidence for compliance, safety, fraud-prevention, and regulatory reasons. Where legally permitted, these records may be kept for an extended period.
18. CONTACT INFORMATION
19. UPDATES TO THIS POLICY
We may update this Policy to reflect changes in law, regulatory guidance, or platform operations. When updated, we will revise the "Last Updated" date. Your continued use of the platform after an update means you accept the new version.
Last updated on January 15, 2026