Complaint Policy

Introduction: This document sets out our complaints policy. If you are a User of PassionAccess, this Complaints Policy forms part of your agreement with us.

Interpretation: In this Complaints Policy, defined terms have the same meanings given to them in the Terms & Conditions. In addition, the term "business days" means any day which is not a Saturday, Sunday or public holiday in The Netherlands.

Who can use this Complaints Policy: Whether or not you are a User of PassionAccess, you can use this Complaints Policy to alert us to any complaint which you have relating to PassionAccess.

How to make a complaint: If you have a complaint about PassionAccess, (including any complaint about Content appearing on PassionAccess, or the conduct of a User), please submit your complaint by completing our online form on this page. You are required to complete all mandatory fields, provide a description of your complaint and, if your complaint relates to Content, the URL for the Content to which your complaint relates.

How we deal with complaints of illegal or non-consensual content: Following receipt of your complaint of illegal or non-consensual Content under section 4 above:

• We will take such steps as we consider to be appropriate resolve your complaint within 7 business days.
• If we require further information or documents from you, we will contact you to let you know.
• We will in good faith investigate your complaint and take the following action:
  • If we are satisfied that the Content is unlawful or non-consensual, we will immediately remove such Content, and we will notify you of our decision by email or other electronic message.
  • If we are satisfied that the Content is not unlawful or non-consensual, we will notify you of our decision by email or other electronic message.
  • Any dispute regarding our decision on non-consensual content will be submitted by us to a neutral arbitration association at our expense.

How we deal with 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 out in such policy.

How we deal with other complaints: Following receipt of other complaints (including complaints related to other breaches of our Terms and Conditions) under section 4 above:

• We will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint.
• If we require further information or documents from you, we will contact you to let you know.
• We will in good faith take such actions as we consider appropriate to deal with the issue which your complaint has raised. If you have complained about content which appears on PassionAccess and we are satisfied that the content otherwise breaches our Terms and Conditions, we will act quickly to remove such content.
• We are not obligated to inform you of the outcome of your complaint.

Unjustified or abusive complaints: If you are a User of PassionAccess, you warrant (which means you make a legally enforceable promise) that you will not make any complaint under this Complaints Policy which is wholly unjustified, abusive, or made in bad faith. If we determine that you have breached this warranty, we may suspend or terminate your User account.