Complaints Policy

VELUTTA LTD is committed to maintaining the highest standards of compliance, safety, and transparency. This Complaints Policy outlines the procedures by which users, customers, and external parties can raise concerns, file complaints, and request reviews regarding any content, services, or actions related to our platform Velutta.com.

Scope of this Policy

This policy applies to:

  • General complaints from users or third parties regarding the operation of Velutta.com
  • Alleged violations of applicable law or our internal Standards
  • Issues relating to payments, billing, or transactions
  • Technical concerns or service-related problems

Important: This Complaints Policy is separate from the Appeals Policy.

  • Complaints relate to issues such as illegal content, copyright infringement, or general platform concerns.
  • Appeals are strictly for individuals depicted in content who request removal of their likeness. For such cases, please see our Appeals Policy.

Content Standards

  • Velutta features only self-produced content created and owned by VELUTTA LTD.
  • All persons depicted are 18 years of age or older at the time of production.
  • Valid government-issued identification has been verified for every participant.
  • Signed model release agreements grant full rights for the use and distribution of the content.
  • No third-party uploads are accepted or permitted on this platform.

How to File a Complaint

If you believe that content on Velutta.com is unlawful, violates our Standards, or otherwise infringes your rights, you may submit a complaint in the following ways:

  1. In-Video Reporting
    • Each video includes a reporting feature (flag icon) allowing users to directly report problematic content.
  2. Contact Form
    • Go to our Contact Page
    • Select the option “General Complaint” and provide details of your concern.
  3. Email Submission

When submitting a complaint, please include:

  • The URL or title of the content in question
  • A detailed description of the issue
  • Any supporting evidence or legal documentation (if applicable)
  • Your contact information for follow-up

Review Process & Timeline

  • All complaints will be acknowledged within 48 hours of receipt.
  • The complaint will be reviewed and resolved by our internal compliance team within Five (5) business days.
  • If the complaint is determined to be valid, corrective action will be taken immediately.
  • Throughout the process, complainants will be kept informed of the progress and outcome.

Possible Outcomes

Based on the findings of the review, Velutta may take one or more of the following actions:

  • Removal of the reported content
  • Restriction of access (e.g., age-gating, geographic limitation)
  • Modification or editing of content to comply with standards
  • No change, if the content is found to comply fully with applicable law and our Standards

Escalation

If you are not satisfied with the resolution of your complaint, you may escalate the issue by replying to the decision email you receive or by submitting a new complaint with additional evidence.

Please note again: if you are personally depicted in any content and seek removal of your image/likeness, you must follow the procedure outlined in our Appeals Policy.

Commitment

VELUTTA LTD is committed to:

  • Handling all complaints fairly, transparently, and without bias
  • Ensuring that all valid complaints result in appropriate and timely corrective action
  • Respecting the rights of all parties and complying fully with applicable laws and industry standards

Contact Information

For all complaints, please contact:

VELUTTA LTD
Email: support@velutta.com
Website: https://velutta.com