Complaints Policy
Last updated: March 2026
1. Introduction
WildGrl is committed to handling complaints fairly, transparently, and promptly. This Complaints Policy explains how you can raise concerns, what to expect during the process, and the timelines we aim to meet.
We believe every user deserves to be heard. Whether your complaint is about content, another user, a billing issue, or a platform decision, we have a process in place to address it.
2. What You Can Complain About
You may submit a complaint about any of the following:
- Content that violates our Community Guidelines or Content Policy
- AI-generated content that you find harmful or inappropriate
- Characters that you find objectionable or that violate platform rules
- Billing errors, unauthorized charges, or payment disputes
- Account actions you believe were taken in error (warnings, suspensions, bans)
- Privacy concerns or suspected data breaches
3. Content Removal Requests
If you believe specific content on WildGrl should be removed — for example, a character that resembles you or content that violates our policies — you can submit a content removal request using the contact form on our Contact page, with the subject 'Content Removal Request'.
Please include a clear description of the content, the reason for removal, and any evidence supporting your claim. Content removal requests related to CSAM or non-consensual intimate imagery are treated with the highest priority.
4. Data Deletion Requests
Under applicable privacy laws (including GDPR), you have the right to request deletion of your personal data. To exercise this right, use the contact form on our Contact page with the subject 'Data Deletion Request' and include the email address associated with your account.
We are also developing an in-app 'Forget Me' feature that will allow you to request complete data deletion directly from your account settings. This feature is coming soon.
5. How to Submit a Complaint
To submit a complaint, use the contact form on our Contact page. For the fastest resolution, please include:
- Your account email or username (if applicable)
- A clear description of the issue
- Relevant dates, times, or screenshots
- What outcome you are seeking
You will receive an automated confirmation that your complaint has been received. A member of our team will then review your case personally.
6. Resolution Timeline
We aim to resolve complaints as quickly as possible. Our target timelines are:
- Acknowledgment: Within 48 hours of receiving your complaint
- Investigation: We aim to investigate and reach a conclusion within 14 calendar days
- Urgent matters (CSAM, threats, safety): Reviewed and actioned within 4 hours
If your complaint requires additional time due to complexity, we will notify you of the delay and provide an updated timeline.
7. Possible Outcomes
After investigating your complaint, the following outcomes are possible:
- Complaint upheld: We take corrective action (content removal, user warning, refund, etc.)
- Complaint partially upheld: We address the valid aspects of your complaint
- Complaint not upheld: We explain why no further action will be taken
- Referral: The matter is referred to a third party (e.g., payment provider, law enforcement)
- Policy change: Your feedback leads to an update in our policies or processes
8. Appeals Process
If you disagree with the outcome of your complaint, you may submit an appeal within 30 days of receiving our decision. Submit your appeal via the contact form on our Contact page with the subject 'Appeal' and include your original complaint reference number.
Appeals are reviewed by a senior team member who was not involved in the original decision. You will receive the appeal outcome within 14 calendar days.
9. Abuse of Complaints System
Our complaints process exists to protect users and maintain platform integrity. Submitting false, frivolous, or repeated complaints with the intent to harass another user, manipulate outcomes, or waste moderation resources is considered abuse of the system.
Users who abuse the complaints system may receive a warning, and in severe cases, face suspension or termination of their account.
10. Contact
For all complaints, appeals, or questions about this policy, please contact us: