Complaints & Content Removal Policy
Effective Date: June 2026
1. Introduction
CooMeet ("Platform", "we", "us") is committed to maintaining a safe, lawful, and responsible environment for all users.
This Complaints & Content Removal Policy explains how users and third parties may submit complaints regarding content, accounts, user behavior, or other activities that may violate applicable laws, Card Scheme Standards, the Terms of Service, Child Safety Standards, Chat Rules, or other Platform policies.
All complaints are reviewed in good faith and appropriate action is taken where violations are identified.
2. How to Submit a Complaint
Users and third parties may submit complaints through one or more of the following channels.
In-Platform Reporting
Users may report content, profiles, video stories, messages, live video sessions, or user behavior using the reporting tools available within the Platform.
Email Reporting
Complaints may also be submitted by emails:
Where possible, complaints should include:
- Description of the issue;
- Relevant content reference or Video ID;
- Username or profile information involved;
- Screenshots or supporting evidence;
- Any additional information relevant to the investigation.
3. Types of Complaints
The Platform accepts complaints relating to, including but not limited to:
- Illegal content;
- Child safety concerns;
- Suspected underage users;
- Non-consensual content;
- Impersonation or unauthorized use of another person's image or likeness;
- Copyright infringement;
- Harassment or abusive behavior;
- Hate speech;
- Violence or threats;
- Human trafficking concerns;
- Sex trafficking concerns;
- Fraud or deceptive conduct;
- Violations of the Terms of Service, Child Safety Standards, or Chat Rules.
4. Complaint Review Process
Upon receipt of a complaint:
- The complaint is registered within the moderation system.
- Available evidence is reviewed.
- The reported content, account, or activity is investigated by automated systems and/or human moderators.
- Where necessary, the matter is escalated for additional compliance review.
- Appropriate enforcement action is taken.
- Additional information may be requested where necessary to complete the investigation.
Complaint Resolution Timeframes
- If illegal or non-consensual content is found, it will be removed within 24 hours.
- General complaints will be handled within 7 days.
5. Content Monitoring and Investigation
The Platform utilizes multiple monitoring mechanisms designed to identify content and behavior that may violate applicable laws, Platform policies, or Card Scheme Standards.
These measures include:
- Pre-publication moderation of user-generated video stories;
- Automated content detection systems;
- Automatic Content Recognition (ACR);
- User reporting mechanisms;
- Continuous monitoring of live video interactions;
- Manual moderation reviews;
- Compliance investigations;
- Age-verification and safety monitoring controls.
All Video Stories are reviewed before publication.
Published content remains subject to ongoing monitoring and user reporting.
6. Content Removal
Content may be removed where it is determined that it:
- Violates applicable law;
- Violates Card Scheme Standards;
- Violates the Terms of Service;
- Violates the Child Safety Standards;
- Contains unauthorized third-party content;
- Contains non-consensual content;
- Involves suspected minors;
- Promotes violence, trafficking, exploitation, or abuse;
- Infringes intellectual property rights;
- Otherwise presents a safety, legal, or compliance risk.
Where appropriate, content is removed immediately and without undue delay following detection, review, or receipt of a complaint.
7. Account Enforcement Actions
Depending on the nature and severity of the violation, enforcement actions may include:
- Warning notices;
- Temporary restrictions;
- Content removal;
- Temporary account suspension;
- Permanent account termination;
- Withholding of payments where permitted by applicable agreements;
- Referral to competent authorities where required by law.
The Platform reserves the right to take immediate action without prior notice in cases involving serious safety, legal, or compliance concerns.
8. Appeals and Content Removal Requests
Any individual who believes that content depicting them has been published without authorization may submit a content removal request.
Requests may be submitted through:
Copyright owners and authorized representatives may also submit content removal requests.
Users may submit additional information or evidence as part of their request.
Each request is reviewed individually.
Where a request is validated, the content will be removed and appropriate enforcement actions may be taken against the responsible account.
9. Child Safety and Illegal Content
The Platform maintains a strict Zero-Tolerance Policy regarding:
- Child Sexual Abuse and Exploitation (CSAE);
- Grooming of minors;
- Underage participation;
- Human trafficking;
- Sex trafficking;
- Coercion;
- Violence;
- Non-consensual activity;
- Any other illegal exploitation of individuals.
Any confirmed violation results in immediate enforcement action, including content removal and account termination.
Where required by applicable law, relevant information may be provided to competent authorities.
10. Record Keeping
The Platform maintains moderation records and compliance reports documenting:
- Reported content;
- Complaint sources;
- Moderation outcomes;
- Content removal actions;
- Account enforcement actions;
- Investigation outcomes.
Historical URLs may not be retained following content removal.
Internal content identifiers, including Video IDs and moderation records, are maintained for compliance, security, and audit purposes.
11. Contact Information
For complaints, content removal requests, or compliance-related inquiries:
This Policy should be read together with the Terms of Service, Child Safety Standards, Chat Rules, Privacy Policy, and other legal documents published on the Platform