1. Introduction
At JOI, we are committed to maintaining a safe and respectful platform for all users. We take complaints seriously and ensure that they are handled promptly and fairly. This Complaints Policy outlines the process for submitting complaints and the timeframe for resolution.
2. Scope
This policy applies to all complaints regarding content, user behavior, or any other concerns related to the JOI platform, including but not limited to:
- Violations of our Terms of Service;
- Content removal requests;
- Abusive, illegal, or otherwise inappropriate content;
- Privacy concerns, including personally identifiable information.
3. Content Removal Requests
JOI takes all content removal requests seriously, and our dedicated support team works around the clock to quickly process and remove content that violates our Terms of Service.
Your report is completely confidential. When you report content, the user who posted the content will not see your name or any information about you.
Please email us if you are the victim of, or come across, content that you have personal knowledge of as constituting:
- Non-consensual production and/or distribution of your image (including but not limited to revenge porn, blackmail, exploitation);
- Content that reveals personally identifiable information (such as name, address, phone number, IP address);
- Content that violates our Terms of Service;
- Otherwise abusive and/or illegal content.
If you believe content is inappropriate or violates our Terms of Service, please submit a complaint via email.
4. Submitting a Complaint
If you have a complaint, you may submit it by sending a detailed email to our support team at [email protected].
Your complaint should include:
- Your client ID
- A description of the issue
- URLs of the content in question (if applicable)
- Any relevant supporting documentation or evidence
- Your preferred contact method for follow-up communication
5. Confidentiality
All complaints are treated with strict confidentiality. Your identity and any personal information you provide will not be shared with the subject of the complaint or any third parties without your consent, except as required by law.
6. Complaint Resolution Timeline
- Upon receipt of a complaint, our support team will acknowledge the complaint within 24 hours.
- A thorough review will be conducted, including an assessment of the complaint against our policies.
- Complaints will be resolved within 5 business days of submission.
- If additional information is required, we may contact you to expedite the resolution process.
7. Resolution Outcomes
Depending on the nature of the complaint, the resolution may involve:
- Removal of content found to be in violation of our policies
- Account warnings, restrictions, or suspensions where applicable
- Other remedial actions as deemed necessary
Once a resolution has been reached, we will notify you of the outcome.
8. Appeals
If you are not satisfied with the resolution of your complaint, or if your content or account has been actioned, you may appeal by replying to the resolution notice or by writing to [email protected] within 30 days. Appeals are decided by a reviewer not involved in the original decision within five (5) business days.
Appeals concerning lack of consent. Any person who believes that they are depicted in content available on the platform, including AI-generated content that depicts or is based on their likeness, and who claims that they did not consent to such content or that any consent given is void under applicable law, may submit an appeal to [email protected]. Upon receipt of such an appeal, JOI will, through a reasonable process, confirm whether it obtained appropriate consent from the person depicted. If consent cannot be established, or if the person depicted demonstrates that the consent is void under applicable law, JOI will remove the content immediately. If JOI disagrees that the consent is void under applicable law, JOI will allow such disagreement to be resolved by a neutral body, at JOI’s expense.
9. Abuse of the Complaint Process
To ensure efficiency, JOI strictly prohibits the misuse of the complaint submission process. Submitting false or misleading complaints may result in penalties, including suspension of access to our platform.
10. Contact Us
If you have any questions regarding this Complaints Policy, please contact our support team at [email protected].