Complaints Policy

Introduction

This document sets out our complaints policy. If you are a User of Swinging Heaven, this Complaints Policy forms part of your agreement with us.

Who we are and how to contact us

Swinging Heaven is operated by Symbios Solutions Limited. We are a company registered in the UK, our company registration number is 4316056 and our registered office address is at

Interpretation

In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use for all Users. In addition, the term "business days" means any day which is not a Saturday, Sunday or public holiday in the UK.

Who can use this Complaints Policy?

Whether or not you are a User of Swinging Heaven, you can use this Complaints Policy to alert us to any complaint which you have relating to Swinging Heaven.

How to make a complaint

If you have a complaint about Swinging Heaven (including any complaint about Content appearing on Swinging Heaven or the conduct of a User), please send your complaint to us) 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. If you are unable to contact us by email, please write to us at the address above.

How we will deal with complaints of illegal or non-consensual Content

Following receipt of your complaint of illegal or non-consensual Content under section 5 above:

1. We will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint;
2. If we require further information or documents from you, we will contact you to let you know;
3. We will in good faith investigate and resolve your complaint within seven (7) business days;
4. 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;
5. If we are satisfied that the Content is unlawful or non-consensual, we will notify you of our decision by email or other electronic message.

How we will deal with complaints related to copyright infringement

Complaints related to copyright infringement must be submitted in accordance with our Acceptable Use Policy (AUP) and we will respond to copyright infringement complaints as set out in such policy.

How we will deal with other complaints

Following receipt of other complaints (including complaints related to other breaches of our Acceptable Use Policy) under section 5 above:

1. We will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint;
2. If we require further information or documents from you, we will contact you to let you know;
3. 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 Swinging Heaven and we are satisfied that the Content otherwise breaches our Acceptable Use Policy, we will act quickly to remove such Content;
4. We are not obligated to inform you of the outcome of your complaint.

Swinging Heaven is committed to resolving all complaints and appeals promptly and in good faith. Any User can report all material directly to the website. You may also send us an email with your name, email address or username, relevant URLs (if any), a description of the problem (such as underage content, non-consensual content, personal information, impersonation, trademark infringement, spam, prostitution or human trafficking, weapons, drugs, AI-generated deep fakes, etc.) and any additional information (including whether you are depicted in the content, whether you consented to the content being posted and whether you consented to the content being posted on Swinging Heaven).

We will review and resolve all reported complaints within 7 business days. If a breach has occurred, we will identify the appropriate remedy and take the necessary action. Any content found to be illegal will be removed immediately. We will not take action against other Users for actions occurring on another platform or offline.

Appeals Process

Appeals against removal due to infringement can be sent to us with a written description of the basis of the appeal. In cases where consent disputes cannot be resolved internally, such disputes will be referred to in a competent UK court. We will contact you by email or other electronic communication after action has been taken or if further information is required from you.

Enhanced Actions for Policy Breaches

We reserve the right to take additional action against those Users who (1) repeatedly breach our policies or (2) commit a single egregious breach of our policies. These enhanced actions may include, but are not limited to, deletion of the offending User's account and a permanent ban on future use of Swinging Heaven.