Complaints Policy

COMPLAINTS POLICY

Introduction

This document sets out our Complaints Policy. If you are a User of YallaFans, this Complaints Policy forms part of your agreement with us.

Interpretation

In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use for All Users. In addition, the term “business days” means any day which is not a Saturday, Sunday, or public holiday in Cyprus.

Who can use this Complaints Policy?

Whether or not you are a registered User of YallaFans, you may use this Complaints Policy to notify us of any concern or complaint relating to the YallaFans Platform, its Content, or the conduct of a User.

How to make a complaint

If you have a complaint about YallaFans(including any complaint regarding Content appearing on the Platform or the behaviour of a User), please send your complaint tooffice@yallafans.net including:

1. Your full name and contact details;
2. A detailed description of your complaint; and
3. If your complaint concerns specific Content, the URL or link to that Content.

If you are unable to contact us by email, you may also write to us at the following address:

Skinlords Holdings Ltd
Voukourestiou 25,
Neptune House, Floor 1, Flat/Office 11,
Zakaki, 3045 Limassol, Cyprus

How we handle complaints of illegal or non-consensual Content

1. Upon receipt of your complaint of illegal or non-consensual Content:
   1. We will take steps we consider appropriate to investigate your complaint within a timeframe suited to its seriousness;
   2. If we require further information or documentation from you, we will contact you to request it;
   3. We will investigate the complaint in good faith within seven (7) business days;
   4. If we are satisfied that the Content is unlawful or non-consensual, we will immediately remove such Content and notify you of our decision by email or another electronic message;
   5. If we determine that the Content is not unlawful or non-consensual, we will notify you of our decision by email or another electronic message.

How we handle copyright infringement complaints

Complaints concerning copyright infringement must be submitted in accordance with our DMCA Policy. We will process such complaints as outlined in that policy.

How we handle other complaints

1. Upon receipt of any other complaint (including complaints about potential breaches of our Acceptable Use Policy):
   1. We will take such steps as we consider appropriate to investigate your complaint in a timely and proportionate manner;
   2. If further information or documents are required, we will contact you;
   3. We will, in good faith, take such actions as we consider suitable to address the issue raised. If the complaint concerns Content that breaches our Acceptable Use Policy, we will act promptly to remove or restrict such Content;
   4. We are not obligated to inform you of the outcome of our review unless legally required.

Unjustified or abusive complaints

If you are a User ofYallaFans, you agree not to make any complaint that is wholly unjustified, abusive, or made in bad faith. If we determine that you have breached this condition, we may suspend or permanently terminate your User account.

Contact Information

Skinlords Holdings Ltd
Voukourestiou 25,
Neptune House, Floor 1, Flat/Office 11,
Zakaki, 3045 Limassol, Cyprus
Admin & Business:office@yallafans.net
Support:support@yallafans.net
Legal / DMCA / 2257:legal@yallafans.net
Privacy / GDPR:privacy@yallafans.net
Abuse & Non-consensual Content:abuse@yallafans.net

Last updated: October 2025