# Complaints, Takedown & Appeals Policy How to report content or conduct, request a takedown, and appeal a Soulmate24 moderation decision. Anyone can report content or conduct on Soulmate24. Because Soulmate24 is a single-operator service, complaints concern operator-controlled fictional personas and media, user messages or requests, transactions, or platform conduct. Last updated: August 16, 2026 > For an immediate threat to life or physical safety, contact local emergency services or law enforcement first, then notify Soulmate24. ## Who can submit a complaint A registered user, rights holder, person who believes a fictional depiction improperly uses their likeness, authorized representative, or member of the public may submit a complaint. You do not need a Soulmate24 account to request review of publicly accessible material. Soulmate24 does not host third-party publishing accounts or performer uploads. Soulmate24 features characters and media created and operated by the platform, but we still review credible reports of accidental resemblance, impersonation, privacy infringement, intellectual-property infringement, or unauthorized use of real-person reference material. Contact support@soulmate24.com with the relevant URL and a brief explanation. Conversations may be generated, directed, reviewed, edited, or written by AI systems, authorized human operators, or a combination of both. Complaints may address a conversation regardless of which operating mode produced the response. - Platform-policy complaints about accounts, profiles, chats, media, transactions, or conduct. - Takedown requests involving copyright, trademark, privacy, impersonation, non-consensual intimate imagery, or unauthorized likeness use. - Safety reports involving minors, coercion, trafficking, threats, harassment, exploitation, or other suspected illegal activity. - Appeals of content removals, account restrictions, verification decisions, or other enforcement actions. ## How to submit Email support@soulmate24.com with a clear subject such as “Safety Report,” “Takedown Request,” or “Appeal.” A complete report helps us locate the material and assess it without unnecessary delay. - Your name, contact email, and relationship to the reported content or account. - The exact persona profile, message, transaction, or media URL and the account username involved. - A concise explanation of the concern and the policy or right you believe is affected. - Relevant screenshots, timestamps, records, or other evidence that has not been unlawfully obtained. - For a representative, proof that you are authorized to act for the affected person or rights holder. ## Urgent and high-risk reports Reports indicating a child may be involved, a person may be coerced or trafficked, intimate imagery was shared without consent, or someone faces a credible threat are escalated for priority review. We may temporarily restrict content or an account while facts are assessed. Do not send illegal imagery by email. Identify where it appears and provide enough information for authorized reviewers to locate it safely. ## Review process Complaints are submitted by email. We preserve the report and related correspondence, confirm the material within our control, assess applicable policies and law, and may request additional information from the complainant or affected account. Automated safety signals support triage, and an authorized person assesses the report before a material enforcement decision is made. If illegal/unconsented content is reported, it will be removed within 24 hours. All other complaints are dealt with in a fair and consistent manner, with the aim of resolving them to the complainant's satisfaction whenever possible within 5 days. Complex ownership, identity, or legal disputes may take longer where a fair resolution requires additional evidence. We may be unable to disclose confidential evidence, personal data, or law-enforcement information. ## Takedown and rights requests A rights-based request should identify the protected work, likeness, private information, or other legal interest; identify the disputed material precisely; explain why the use is unauthorized; and include a good-faith statement that the information supplied is accurate. Where applicable, we may remove or disable access, preserve evidence, inspect the operator's source and generation records, request proof of authority from the complainant, or allow a legally sufficient counter-notice. Soulmate24 does not decide disputes that require a court to determine ownership, defamation, or contractual rights. ## Possible outcomes Depending on the evidence and risk, we may take no action, request changes, limit discoverability, remove content, cancel a transaction, issue a warning, or restrict an account. Serious matters may lead to suspension, termination, record preservation, or referral to a payment provider or competent authority. We normally notify the complainant that the review is complete and, where appropriate, notify the affected user of the principal reason for action. Privacy, safety, and legal restrictions may limit the details we can share. ## Appeals A user directly affected by an enforcement or verification decision may appeal within 14 days of notice. Identify the decision, explain why it should be reconsidered, and provide new evidence or material context. Late appeals may be reviewed where fairness or safety requires it. A human reviewer reconsiders an appeal using the available record and any new evidence. The appeal is not decided solely from automated output. We may uphold, modify, or reverse the decision. Repeated submissions without new information do not require a new review. ## Abuse, confidentiality, and records Knowingly false, misleading, abusive, or retaliatory complaints may lead to restrictions. Good-faith reporting is protected even when a concern is not ultimately substantiated. Complaint and enforcement records are retained only as reasonably necessary for safety, legal compliance, dispute handling, fraud prevention, and the purposes described in the Privacy Policy. Canonical URL: https://soulmate24.com/complaints-takedown-appeals