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Terms & Policies

Complaint Policy

Last Modified: April 20, 2026

This Complaint Policy is published by SugarGlitch Ltd, a Cyprus private limited company ("SugarGlitch," "we," "our," or "us"), and is incorporated into our Terms of Service.

We want to address concerns about the Services promptly and fairly. This Policy explains how to raise a concern with us, how we handle it, and where to go if you are not satisfied with our response. This Policy works alongside our other policies — for some categories of complaint, a more specific procedure applies, and we have flagged those below.

1. How to Submit a Complaint

You can submit a complaint by emailing [email protected]. To help us address your complaint promptly, please include:

  • Your name and the email address associated with your account (if any)
  • A clear description of the issue, including the date and time of the relevant incident
  • Any supporting screenshots, links, or documentation
  • The outcome you are seeking, if applicable

You are not required to provide all of this information, but the more detail we have, the faster we can investigate.

2. Categories of Complaint

Different complaints are handled through different procedures. Where a more specific procedure applies, we will route your complaint accordingly:

  • Content reports (Content on the Services that you believe violates our policies) — handled under our Content Moderation Policy and Prohibited Content Policy
  • Removal requests (you appear in or are otherwise affected by Content) — handled under our Content Removal Policy
  • Appeals of moderation decisions (you believe we incorrectly removed your Content or restricted your account) — handled under our Content Removal Policy
  • Copyright complaints — handled under the DMCA procedure set out in our Terms of Service
  • Privacy requests (access, deletion, correction, etc.) — handled under our Privacy Policy
  • Billing and refund concerns — handled under our Refund Policy
  • Other concerns about the Services — handled under this Policy

If you are unsure where your complaint fits, just send it to [email protected] and we will route it appropriately.

3. Acknowledgment

We aim to acknowledge complaints within 72 hours of receipt. Acknowledgment is by email and confirms that we have received your complaint and will be looking into it.

4. Investigation and Response

We will investigate each complaint and aim to provide a substantive response within a reasonable time, typically within 10 business days for most complaints. More complex complaints — for example, those requiring legal review, third-party verification, or coordination across multiple parties — may take longer. If we expect a delay, we will let you know.

For complaints involving illegal Content or imminent risk of harm (such as suspected child sexual abuse material, credible threats of violence, or non-consensual intimate imagery), we act immediately upon becoming aware of the issue, without waiting for the standard timeline.

Our handling of complaints is impartial and confidential. We do not disclose the identity of a complainant to other users or to third parties without consent, except where disclosure is required by law or necessary to defend a legal claim.

5. Outcomes

After investigating, we will let you know what action, if any, we have taken. Depending on the complaint, possible outcomes include removal or restriction of Content, an account-level action against another user, a refund or credit, a correction or update to your information, an explanation of why no action is being taken, or referral to another procedure.

We are not always able to share the specific actions we have taken with respect to other users' accounts, for privacy reasons.

6. Escalation

If you are not satisfied with our response, you may request further review by replying to our response with the subject line "Escalation Request" and explaining what you are dissatisfied with and why. Where practicable, escalations are reviewed by someone not involved in the original decision.

Nothing in this Policy limits any rights you may have under applicable law, including your right to:

  • Lodge a complaint with the relevant data protection authority (for privacy concerns) — see our Privacy Policy
  • Bring proceedings before the courts of your country of residence, where applicable
  • Pursue any other remedy available to you under applicable law

7. Misuse of the Complaint Process

We may decline to address — or limit our handling of — complaints that are abusive, repetitive, made in bad faith, or designed to harass other users. We may also restrict access to the complaint process for individuals who repeatedly misuse it.

8. Updates

We may update this Policy from time to time. The date of the most recent update is shown at the top of this Policy.

9. Contact Us

For complaints or questions about this Policy:

SugarGlitch Ltd
[REGISTERED ADDRESS — TBD]
Cyprus
Email: [email protected]