# Complaints Policy

This Complaints Policy sets out how Club receives, investigates, and resolves complaints made by all users, both Creators and non-Creator users of our platform. We strive to ensure complaints are handled promptly and fairly.

## **What Is a Complaint?**

For the purposes of this document, a complaint is defined as notifying Club of a concern about or unhappiness with:

* The functionality of Club
* Payments or fees
* Content which violates Club’s Terms of Use or content moderation

General feedback, bug reports, and feature suggestions are not considered complaints. Copyright holders may submit DMCA takedown requests.

All instructions and contact information for submitting takedown requests are available on our [**Contacts**](https://support.club-app.org/ttwza96zOouIh0sZkMUN/legal/contacts) page

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## **How to Submit a Complaint**

Users can submit complaints via <Support@Club.com>.

Please include:

* Your name and account email
* A clear description of the issue
* Relevant dates, screenshots, or transaction IDs
* Any previous communication related to the issue

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## **How We Handle Complaints**

[Club.com](http://club.com) aims to review all complaints within three business days of being received. Upon review, the complaint will be assigned to a member of the appropriate team to investigate. This investigation may take up to ten business days, and may in rare cases exceed that timeline.

Once the investigation is complete, we will respond to you and share as much information about the outcome of the complaint as possible and along with any actions we’ll take on your account, if relevant. Please note that in order to protect the privacy of other members, we may not be able to disclose the outcome of the investigation.

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## **External Escalation (If Applicable)**

If required by law, we will provide guidance on external dispute resolution bodies or regulatory contacts.

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## **Record Keeping**

We will record:

* The complaint
* All communications
* Investigation outcomes

Data is retained in accordance with our Privacy Policy and applicable laws.