Complaint Policy

Complaints Policy
Introduction
This document sets out our Complaints Policy. If you are a user of VB Media Marketing LLC, this Complaints Policy forms part of your agreement with us.

Who we are and how to contact us
VB Media Marketing LLC is a limited liability company based in the United States.

If you have any questions or need to contact us, you can reach us by email at support@vbmediamarketing.com. If you are unable to contact us by email, you may write to us at our business address (available upon request through our contact page).

Interpretation
In this Complaints Policy, defined terms have the same meanings as in our Terms and Conditions. In addition, the term “business days” means any day which is not a Saturday, Sunday, or federal holiday in the United States.

Who can use this Complaints Policy?
Whether or not you are a user of VB Media Marketing LLC, you may use this Complaints Policy to alert us to any complaint you have relating to our services, content, or user conduct.

How to make a complaint
If you have a complaint about VB Media Marketing LLC (including any complaint about content on our platform or the conduct of a user), please send your complaint to support@vbmediamarketing.com.
Your complaint should include:

  • Your name, address, and contact details.

  • A clear description of your complaint.

  • If your complaint relates to content, the URL or identifying information for that content.

How we handle complaints of illegal or non-consensual content
Once we receive your complaint about illegal or non-consensual content:

  • We will take steps we consider appropriate to investigate your complaint in a timely manner.

  • If we need additional information or documents, we will contact you.

  • We will, in good faith, investigate your complaint within seven (7) U.S. business days.

  • If we determine the content is unlawful or non-consensual, we will remove it immediately and notify you of our decision.

  • If we determine the content is not unlawful or non-consensual, we will notify you of our decision.

  • Any dispute regarding our determination that content is non-consensual will be submitted to a neutral arbitration association in the United States, at our expense.

  • Any person depicted in content may request removal of such content. We will investigate in good faith and, if consent was not given or is void under applicable law, the content will be removed. If there is a disagreement, the matter will be referred to a neutral arbitration body at no cost to the complainant.

How we handle complaints related to copyright infringement
Complaints related to copyright infringement must be submitted in accordance with our DMCA Policy, and we will respond to copyright infringement complaints as set forth in that policy.

How we handle other complaints
For other complaints (including those related to violations of our Acceptable Use Policy):

  • We will take appropriate steps to investigate the complaint in a timeframe suited to its nature.

  • If more information is required, we will contact you.

  • If the content is found to breach our Acceptable Use Policy, we will act promptly to remove it.

  • We may, but are not obligated to, notify you of the outcome of your complaint.

 

Unjustified or abusive complaints
If you are a user of VB Media Marketing LLC, you agree not to submit complaints that are wholly unjustified, abusive, or made in bad faith. If we determine you have breached this requirement, we may suspend or terminate your user account.