Complaints Policy

Complaints Policy

SinParty Complaints Policy
This policy document sets out the SinParty complaint procedures and is applicable to all Creators, Participants and Users of the SinParty Platform.

DEFINITIONS
  1. “Business Day” means any day which is not a Friday, Saturday, Sunday or public holiday in Cyprus;
  2. “Company”, “we”, “us”, “our” means SP Internet Media Limited, a company duly incorporated in accordance with the company laws of the Republic of Cyprus with company number: HE381896 and registered address at: Office Archiepiskopou Makariou III 18B, Annitas Complex, House 6, Anafotia, 7573, Larnaca, Cyprus, being the owner and operator of the SinParty Platform;
  3. "Content" means all material uploaded to the SinParty Platform by any Creator, including photos, videos, audio (for example, dialogue, music and other sounds), livestream material, data, text (such as comments and hashtags), metadata, images, interactive features, emojis, GIFs, memes, and any other uploaded material whatsoever;
  4. “Creator” also described as model, performer or broadcaster means a User who has formally contracted with SinParty to set up their own personal SinParty account as a Creator account to post Content on the SinParty Platform to be viewed by other Users and includes all parties, participants and/or performers in any content whatsoever uploaded onto the SinParty Platform;
  5. “Participants” means all Creators, performers or broadcasters, who, in conjunction with the Creator, participate in any Content uploaded on the SinParty Platform by a Creator and from whom the Creator is lawfully obliged to obtain and hold duly signed consent forms and to provide such duly signed consent forms to the Company on request;
  6. “SinParty” means SinParty.com, a social media platform, website and application service wholly owned and operated by the Company which allows Creators to upload photographs and videos to their profile, setting a Subscription Fee and therefore earning revenue from paying Users via the Company merchant processing systems;
  7. “SinParty Platform” means the SinParty Platform, and interactive social media platform, website and application service wholly owned and operated by the Company which allows Creators to upload photographs and videos to their profile, setting a fee to earn revenue from paying Users via the Company merchant processing payments;
  8. “User” means any user of SinParty, whether subscribed or unsubscribed, that views content uploaded to the SinParty Platform, whether a Creator or a User or both;


APPLICABILITY
This SinParty Complaints Policy can be used by all Participants, Creators and Users, including individuals who do not use or access the SinParty Platform, to lodge any complaint with the Company where the complaint relates to the SinParty Platform, Content and/or conduct of Users and/or Participants.



LODGING A COMPLAINT
  1. If you have a complaint about the SinParty Platform, Content or the conduct of a Participant, Creator and/or User, please send your complaint to complaints@sinparty.com, with the subject as “Complaint”. Your email should include:
    • your full name;
    • your address;
    • your contact details;
    • a detailed description of your complaint; and
    • the URL for the Content to which your complaint relates (if your complaint relates to Content).
  2. If you are unable to contact the Company via email, please write to the Company at the following address: Office Archiepiskopou Makariou III 18B, Annitas Complex, House 6, Anafotia, 7573, Larnaca, Cyprus.


ILLEGAL OR NON-CONSENSUAL CONTENT
  1. Should your complaint concern illegal or non-consensual Content, the Company shall take such steps it deems necessary, to investigate your complaint within 30 (thirty) days. Should the Company require additional time to investigate your complaint, the Company shall electronically inform you of such additional time required dependent on the nature of your complaint.
  2. If the Company requires further information or supporting documentation, the Company shall contact you and inform you of the information or documentation needed in support of your complaint, which shall be made available to the Company within 10 (ten) days of receipt of the Company’s request for such information or documentation.
  3. If the Company is satisfied that the Content is unlawful or non-consensual, the Company shall immediately remove such Content, and notify you of its decision and reasons by email or other electronic message.
  4. If the Company is satisfied that the Content is not unlawful or non-consensual, the Company shall notify you of its decision and reasons by email or other electronic message.


COPYRIGHT INFRINGEMENT
Complaints relating to copyright infringement must be submitted to the Company in accordance with Clause 28 of the SinParty General Terms and Conditions and the Company shall respond to copyright infringement complaints as set out therein.



OTHER COMPLAINTS
  1. Following receipt of other complaints (including complaints relating to breaches of the SinParty Prohibited Use Policy), the Company shall take steps it considers necessary to investigate your complaint within 30 (thirty) days. Should the Company require additional time to investigate your complaint, the Company shall electronically inform you of such additional time required dependent on the nature of your complaint.
  2. If the Company requires further information or supporting documentation from you, the Company shall contact you and inform you of the information or documentation required to investigate the complaint, which shall be made available to the Company within 10 (ten) days of receipt of the Company’s request for such information or documentation.
  3. The Company shall, in good faith, take such actions as the Company considers necessary to address your complaint. If you have complained about Content and the Company is satisfied that the Content otherwise breaches the SinParty Prohibited Use Policy, the Company shall remove such Content immediately. The Company is not obligated to inform you of the outcome of your complaint.
  4. If the Company is satisfied that the Content does not breach the SinParty Prohibited Use Policy, the Company shall not remove the Content.
  5. Any dispute regarding the Company’s determination that Content does not breach the SinParty Prohibited Use Policy shall be submitted to the Cyprus Arbitration and Mediation Centre in accordance with Clause 30 of the SinParty General Terms and Conditions.


UNFOUNDED, BASELESS OR ABUSIVE COMPLAINTS
If you are a User, you warrant that you will not lodge a complaint under this SinParty Complaints Policy which is unjustified, abusive, or made in bad faith. If the Company determines that you have breached this warranty, the Company may suspend or terminate your Creator and/or User account immediately.