File a complaint
We continually strive to ensure the quality of our website and to provide a safe platform for our customers. Nevertheless, if you believe that our website contains illegal content or services, or content that otherwise violates the rules of credit card companies or other regulatory authorities, we invite you to file a complaint. You may consider content that is copyrighted, involves minors, incites hatred, or is related to drugs or terrorism. Below are instructions on how to file a complaint.
Email us at complaints@shemalesecret.com with all relevant details of your concern. Please include as much relevant information as possible to help us quickly understand and assess the problem.
What happens next
- After you submit your complaint, you will receive an acknowledgement of receipt of your complaint.
- Within five business days, our compliance team will thoroughly investigate your complaint and resolve the issue that is the subject of your complaint. You will receive a notification with the results of our investigation and the actions taken.
- In case there is evidence of illegal content, we will remove that content immediately.
Possible outcomes
When our review is complete, one of the following will apply:
- The complaint is upheld and the content is removed from the website.
- Where the complaint concerns a licensed image used on a profile, the image is removed from the website and the matter is raised with the third-party provider that supplied it.
- Where the content was submitted by a user — for example an image sent in a chat — the content is removed and the user's account is suspended or permanently closed.
- The complaint is not upheld and the content remains on the website. We will explain the reasons for that decision.
Where a review indicates possible criminal conduct, we report the matter to the appropriate law enforcement authority or reporting body and preserve the relevant records. This applies regardless of any other outcome.
We will tell you which outcome applies in the notification we send you.
If you disagree with our decision
If you are not satisfied with the outcome of your complaint, you may appeal.
Send your appeal to complaints@shemalesecret.com within 30 days of receiving our decision, quoting the reference given in our notification and explaining why you believe the decision is wrong. You may include any further information or evidence you wish us to consider.
Your appeal will be reviewed by a member of our compliance team who was not involved in the original decision. We will acknowledge your appeal on receipt and give you our decision within five business days.
An appeal may result in the original decision being upheld, reversed, or replaced with a different outcome from those listed above. Our decision on the appeal will be explained to you in writing.
Removal of your image or likeness
If you appear in an image or other content published on this website, you may ask us to remove it.
Send your request to complaints@shemalesecret.com. Please include the location of the content on the website, enough information for us to identify you in it, and confirmation of your identity so that we can verify the request. If you are acting on behalf of the person depicted, please tell us in what capacity.
We will acknowledge your request on receipt. Within five business days we will investigate whether valid consent exists for the use of the content. The images used on this website are licensed from third-party content providers, and as part of that investigation we will require the provider to produce the relevant consent or release.
If the investigation finds that consent was not given, or that consent is void under applicable law, the content will be removed from the website. We will notify you of the outcome and of the action taken.
If you disagree with the outcome of your request, the disagreement will be referred to a neutral third party for determination. We will bear the cost of that determination.
Confidentiality
Your privacy and security are important to us. All complaints will be kept confidential, and your information will only be used for processing the complaint.
We are committed to providing a safe and compliant environment. We want to thank you very much for your help.