Member complaints or issues are handled promptly by a dedicated member of our customer service support team in most instances, with the additional involvement of other team members in sales, dev, and admin when necessary. The majority of complaints relate to members having issues with access, which might include technical issues (referred to as site “bugs”) the member may be experiencing. Complaints regarding membership and payment follow the same guidelines listed under the Chargeback – Fraud Policy.
In all cases, the steps are as follows: (our process includes, but is not limited to reporting, resolving and appealing)
- Complaint or report is submitted online through our support portal or emailed to us directly using the support email listed on our sites. Both the support website and support email are listed on every one of our websites in several prominently displayed areas, including a dedicated link to Help and Support.
- The submitted complaint is recorded on a complaint log report
- An initial response is sent to the complainant, informing them that we will investigate
- An investigation is led by a dedicated member of our customer service support team
- Results of the investigation are reported/recorded on our complaint log report
- Appropriate action is taken according to our policies
- A response is sent to the complainant explaining:
- action(s) taken
- options they have for appealing the decision
- next steps that we will take, if any
- Reports are sent monthly to our acquirer about complaint(s), investigation(s), resulting findings, and action(s) taken.
Note, all models that film content with our company complete the following prior to production of sexually explicit content:
- Model release – a clear and concise model release stating that the model understands 1) the nature of the sexually explicit content and that they consent to the filming and production of this content, and 2) that in exchange for compensation, they waive their rights to the resulting content in any and all forms.
- 2257 Statement – a statement from the model verifying their age
- Proof of age – a government-issued photo ID to be copied and stored with the above paperwork