Complaints & Appeals Policy

Last updated: January 2, 2026

This Complaints & Appeals Policy ("Policy") explains how users can submit complaints or appeals related to actions taken on the Fanelix platform and how Fanelix reviews and responds to such requests.

This Policy applies to all users, including Customers, Creators, and Agencies, and supplements the Fanelix Terms of Service and all other applicable Fanelix policies.

1. Purpose of This Policy

Fanelix is committed to operating a fair and transparent platform. This Policy exists to:

• Provide a clear process for submitting complaints

• Allow users to appeal certain enforcement decisions

• Ensure consistent handling of issues

• Meet legal and payment provider expectations

2. What Can Be Submitted

Users may submit a complaint or appeal regarding:

• Account suspensions or terminations

• Content removals or restrictions

• Earnings holds or payout issues

• Refund or chargeback related actions

• Enforcement actions taken under Fanelix policies

This Policy does not apply to private disputes between users.

3. What Is Not Covered

Fanelix does not review or resolve:

• Disputes between Customers and Creators

• Disputes between Creators and Agencies

• Off platform contractual disagreements

• Matters already decided by payment processors or courts

4. How to Submit a Complaint or Appeal

Complaints and appeals must be submitted through Fanelix support channels and should include:

• Account username or registered email

• Description of the issue

• Relevant dates and transaction details

• Any supporting evidence

Incomplete submissions may not be reviewed.

5. Review Process

1. Fanelix reviews submissions based on available records and policies.

2. Additional information may be requested.

3. Reviews are conducted within a reasonable timeframe.

4. Decisions are communicated via the contact details on file.

Fanelix may prioritize cases involving legal, financial, or safety concerns.

6. Appeals of Enforcement Actions

Where applicable, users may appeal certain enforcement actions.

• Appeals must be submitted within a reasonable period after notification

• Fanelix may uphold, modify, or reverse its original decision

• Repeated or abusive appeals may be rejected

Decisions following appeal are final.

7. No Guarantee of Outcome

Submitting a complaint or appeal does not guarantee:

• Reversal of enforcement actions

• Restoration of content or accounts

• Release of withheld earnings

All decisions are made at Fanelix’s discretion and in accordance with platform policies.

8. Abuse of This Process

Submitting false, misleading, or abusive complaints or appeals may result in further enforcement actions, including account suspension or termination.

9. Recordkeeping and Compliance

Fanelix may retain records of complaints and appeals for compliance, audit, and legal purposes.

10. Changes to This Policy

Fanelix may update this Policy at any time. Continued use of the platform constitutes acceptance of the updated Policy.

11. Contact

To submit a complaint or appeal, or if you have questions about this Policy:

Email: contact@fanelix.com