This document set out our complaints policy. If you are a customer of SoulCams, this Complaints Policy forms part of your agreement with us.
- Who we are and how to contact us: The company that operates SoulCams.com is registered in Germany, and is a private limited liability company with the registered number HRB 43682.
- Interpretation: In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use for all Customers.
- Who can use this Complaints Policy? Whether or not you are a member of SoulCams, you can use this Complaints Policy to alert us to any complaint which you have relating to SoulCams.
- How to make a complaint: If you have a complaint about SoulCams (including any complaint about Content appearing on SoulCams or the conduct of a Customer), please send your complaint to support@soulcams.com including your name, address, contact details, a description of your complaint and, if your complaint relates to Content, the URL for the Content to which your complaint relates. You also can send us a postal letter:
- How we will deal with complaints of illegal or non-consensual Content:
- any reported content will be removed from the site right away, before we start the investigation;
- 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 within seven (7) business days;
- 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 determination that Content is non-consensual will be submitted by us to a neutral arbitration association at our expense.
- How we will 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 will deal with other complaints:
- any reported content will be removed from the site right away, before we start the investigation;
- 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 SoulCams and we are satisfied that the Content otherwise breaches our policy, we will act right away to remove such Content;
- Unjustified or abusive complaints: If you are a member of SoulCams, 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.