Complaints Policy

1. Purpose

The purpose of this Policy is to:

• provide a clear process for submitting complaints;
• ensure complaints are handled in a fair and consistent manner;
• support transparency and user trust.

2. What Can Be Complained About

Users may submit complaints regarding:

• transactions between Fans and Creators;
• failure to deliver content or services;
• account suspensions or restrictions;
• content moderation decisions;
• suspected violations of platform policies;
• technical or payment-related issues.

3. How to Submit a Complaint

Complaints must be submitted by email to:

📧 support@cherrypop.io

To help us process your complaint efficiently, please include:

• your account email or username;
• a clear description of the issue;
• relevant links, transaction details, or evidence (if applicable);
• any steps already taken to resolve the issue.

4. Review Process

Upon receiving a complaint, Cherrypop will:

1. acknowledge receipt (where appropriate);
2. review the information provided;
3. assess the complaint in accordance with applicable policies and laws;
4. determine appropriate action, if any.

Response times may vary depending on the nature and complexity of the complaint.

5. Outcomes

Following review, Cherrypop may:

• provide clarification or explanation;
• take action in accordance with platform policies (e.g. content removal, account action);
• request additional information;
• decline the complaint where no violation is found.

Cherrypop does not guarantee a specific outcome.

6. Limitations

6.1 Cherrypop is not a party to transactions between Users and does not guarantee resolution of disputes between Fans and Creators.

6.2 Complaints do not guarantee:

• refunds;
• reversal of moderation decisions;
• restoration of accounts or content.

6.3 Cherrypop may act at its sole discretion in handling complaints.

7. Abuse of the Complaint Process

Users must not misuse the complaints process, including by:

• submitting false or misleading claims;
• submitting repeated or abusive complaints;
• attempting to harass other users through complaints.

Cherrypop reserves the right to take action against such behavior.

8. Escalation

If a User is not satisfied with the outcome, they may submit additional information for further review.

Cherrypop may, at its sole discretion, re-evaluate the complaint.

There is no obligation to change a decision.

9. Record Keeping

Cherrypop may retain records of complaints and related communications for:

• compliance and legal purposes;
• internal review and improvement;
• dispute resolution.

10. Policy Updates

Cherrypop may update this Policy at any time.

Continued use of the Platform constitutes acceptance of any updates.

11. Contact

Cherrypop OÜ (17442185)

Vesivärava tn 13, 10126, Tallinn, Estonia.

Email: support@cherrypop.io