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Complaints Policy and Procedure

Policy Statement:

At Shelle Rivers Hypnotica, we value our customers' satisfaction and take complaints seriously. We strive to provide a safe and reliable platform for the sale and distribution of audio MP3 files. This Complaints Policy outlines our commitment to addressing any concerns or issues raised by our customers, ensuring a fair and efficient resolution process. Please read this policy carefully to understand our procedures and how to report a complaint.


Reporting Content Violations:

We encourage the reporting of any content that may be illegal or violates the Standards set forth by Shelle Rivers Hypnotica. If you come across any such content on our website, please follow the steps below to report it:

a. Visit the "Contact Us" page on our website for appropriate contact info.
b. Provide detailed information regarding the content in question, including the URL or location of the content, and a clear description of the violation.
c. Include any supporting evidence or documentation, if available.
d. Submit your complaint.


Review and Resolution

Upon receiving a complaint, we will review it promptly and aim to resolve the issue within seven business days. Our process includes the following steps:

a. Acknowledgment: We will send you an acknowledgment email within 24-48 hours of receiving your complaint, confirming that we have received it.
b. Investigation: Our team will thoroughly investigate the reported content violation based on the information provided. This may involve reviewing the content, consulting legal experts, or seeking additional information as necessary.
c. Decision and Notification: Once the investigation is complete, we will make a decision regarding the reported content violation. We will notify you of our decision via email and provide a detailed explanation of the outcome.


Appeal Process

We understand that individuals depicted in content may wish to appeal for the removal of such content, particularly if consent was not given or is void under applicable law. To ensure a fair process, we have established an appeals procedure:

a. Appeal Submission: If you are the person depicted in the content and believe your consent was not given or is void, you may submit an appeal by contacting us through the designated appeal channel provided on our website.
b. Appeal Review: Our team will review the appeal thoroughly, considering all relevant information and documentation submitted. We may seek external expertise or consult legal advisors during the review process.
c. Decision and Disagreement Resolution: After evaluating the appeal, we will make a decision regarding the removal of the content. In case of a disagreement between the appellant and our decision, we will facilitate resolution through a neutral body, ensuring a fair and unbiased outcome.


Potential Outcomes

Following an investigation or appeal, there are several potential outcomes that may arise:

a. Content Removal: If a violation is confirmed, we will remove the content in question from our website promptly and take appropriate measures to prevent its reoccurrence.
b. No Action Required: If the reported content is found to be compliant with our Standards and applicable laws, we will provide an explanation for our decision and take no further action.
c. Appeals Outcome: In the case of an appeal, the outcome may result in either the removal or retention of the content, based on the evaluation of the appeal and any supporting evidence.


Confidentiality and Protection of Personal Information

We treat all complaints and personal information submitted with the utmost confidentiality and comply with relevant privacy laws and regulations. Personal information will only be used for the purpose of investigating and resolving the complaint.

Please note that this Complaints Policy is subject to change and modification without prior notice. It is your responsibility to review the policy periodically to stay informed about any updates.

If you have any questions or require further assistance regarding our Complaints Policy, please contact us through the designated channels provided on our website

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