Complaints policy

Who we are

Fansquare is a brand of Offmy, a company incorporated in the United States, which publishes the fansquare.so website and the Service.

To reach us: contact@fansquare.so

Who can file a complaint

Anyone, customer or not, can send us a complaint about the Service: an Agency, a User, a creator, a fan or any other person concerned.

How to file a complaint

Email us at contact@fansquare.so with:

• your name and the email address where we can reply;
• what happened, and since when;
• if your complaint is about content: where it is (the creator, account or address concerned) and why it is a problem;
• if it is about an invoice: its number.

Illegal or non-consensual content

This procedure covers content sent or published through the Service that is illegal, shared without the consent of the person shown, or that infringes a copyright or image rights. Once we receive your complaint:

• we review it promptly, with the means suited to its nature;
• if we need more information or documents, we ask you for them;
• we make our decision within 7 business days;
• if the content is illegal or non-consensual, we have it removed to the extent the Service allows, we may suspend the access involved (section 11 of the terms of service) and we let you know by email;
• otherwise, we let you know our decision and its reasons by email.

Billing

For an error or a disagreement about an invoice, we review your complaint within 7 business days. If it is justified, the invoice is corrected, and any amount paid in error is refunded or deducted from the next invoice.

If a major technical problem with the Service disrupted your agency’s work, tell us: we review your situation case by case, including a credit on your invoice.

Any other complaint

For any other complaint, including a breach of the terms of service:

• we review it in good faith, with the means suited to its nature;
• if we need more information, we ask you for it;
• we reply within 7 business days and take the measures we consider appropriate.

Abusive complaints

A complaint must be sincere and made in good faith. A clearly abusive or bad-faith complaint may lead to the suspension of its author’s access to the Service, under section 11 of the terms of service.

If you disagree with our answer

Write to us again at contact@fansquare.so and explain why. For a customer Agency, a lasting dispute follows section 14 of the terms of service: 30 days to look for an amicable solution, then the competent courts of New Mexico.