Complaints Policy

Summary.

This Complaints Policy (the "Policy") sets out how we handle complaints on the SUBBD Platform and forms part of your agreement with us.

Please refer to this Policy for information regarding:

• How we enforce the Platform Terms of Service;
• Our compliance with laws that govern how we operate SUBBD; and
• How we interact with Content on the SUBBD Platform that we believe is illegal or otherwise in breach of the Platform Terms of Service.

Capitalised terms not otherwise defined in this Policy have the same meaning as given to them in the Platform Terms of Service.

How to Contact Us.

SUBBD is operated by Ionix Labs International Limited, with company registration number HE458973 and registered address at Delfon 10, 1st Floor, 1101, Nicosia, Cyprus.

You may contact us at support@subbd.com

Content Moderation and Copyright Infringement Complaints.

Complaints about Content moderation decisions. We moderate Content according to our Terms of Service. To complain about a decision to deactivate Content, to deactivate an account, or to issue a final warning, you must complete a SUBBD Deactivation Appeal Form. Appeals against a Content moderation decision, including any decision to remove Content, deactivate an account, or ban you from using SUBBD because we believe you have engaged in an illegal act, are subject to our Appeals Policy.

Complaints about copyright infringement. Complaints about suspected copyright infringement are subject to our DMCA Takedown Policy.

How to Make a Complaint.

In order to submit a complaint, please contact us via one of the following methods:

• Email. You may provide your complaint to the contact email provided above.
• Mail. You may send a letter complaint to us at the mailing address provided above.

Our Complaint Review Procedure.

Generally. When we receive a complaint from you, we will review it within a reasonable time, subject to any delays caused by the quantity of complaints received at any one time. We may request further information from you during our review. When we have made a determination in regard to your complaint, we will contact you via the email address you have provided us.

Content Removal. If you have submitted a complaint to remove Content that is believed to be illegal or in breach of the Platform Terms of Service, we will review such Content within a reasonable period of time. In the event that we determine such Content is either illegal or in breach of the Platform Terms of Service, we will promptly remove such Content from SUBBD and inform you of our determination.

Misuse. Complaints made in bad faith, or those that are abusive, harassing, or intended to cause harm to others will not be tolerated. If you are a SUBBD User and submit an abusive or baseless complaint, we reserve the right to restrict or terminate your account.

Regulatory Matters.

Users Resident in the European Economic Area. If you are located in the European Economic Area:

• Regulatory complaints under the DSA (EU/EEA). If you encounter an infringement of the EU's Digital Services Act while using SUBBD, you have the right to complain to the Digital Services Coordinator of the country where you are located. You may also report or complain to us under this Complaints Policy and dispute our decision under our Appeals Policy.
• EU/EEA Consumer Mediation Services. Users located in the European Economic Area have access to consumer mediation services using the European Online Dispute Resolution (ODR) platform. Except for some limited circumstances, we are not required to participate in alternative dispute resolution proceedings.

Users Resident in the United Kingdom. If you are located in the United Kingdom:

• UK Online Safety Act: If you believe we have breached a contractual term in any agreement with you, you are entitled to bring a breach of contract claim against us pursuant to the terms of the Online Safety Act.
• Regulatory Complaints. SUBBD is regulated in the United Kingdom by the Information Commissioner's Office and the Office of Communications.

Users Resident in Australia. If you are located in Australia:

• Regulator. SUBBD is regulated in Australia by the eSafety Commissioner.
• Regulatory Complaints. If you would like to make a report against us in Australia, you may do so by contacting the eSafety Commissioner.