1. Introduction: This document set out our complaints policy. If you are a User of CanFans, this Complaints Policy forms part of your agreement with us.
2. Who we are and how to contact us: CanFans is operated by Fenix International Limited. We are a limited company registered in Canada, with company registration number 10354575 and we have our registered office address somewhere in the meta universe
3. 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 England.
4. Who can use this Complaints Policy? Whether or not you are a User of CanFans, you can use this Complaints Policy to alert us to any complaint which you have relating to CanFans.
5. How to make a complaint: If you have a complaint about CanFans (including any complaint about Content appearing on CanFans or the conduct of a User), please send your complaint to support@CanFans.com including your name, address, contact details, a description of your complaint and, if your complaint relates to Content, the URL for the Content to which your complaint relates.

If you are unable to contact us by email, please write to us at the following address: Fourth Floor, somewhere in the Meta Universe.

1. How we will deal with complaints of illegal or non-consensual Content: Following receipt of your complaint of illegal or non-consensual Content under section 5 above:
   1. we will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint;
   2. if we require further information or documents from you, we will contact you to let you know;
   3. we will in good faith investigate your complaint 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 we will notify you of our decision by email or other electronic message;
   5. if we are satisfied that the Content is not unlawful or non-consensual, we will notify you of our decision by email or other electronic message.

Any dispute regarding our determination that Content is non-consensual will be submitted by us to a neutral arbitration association at our expense.

1. How we will deal with complaints related to copyright infringement: Complaints related to copyright infringement must be submitted in accordance with our DMCA Policy, and we will respond to copyright infringement complaints as set out in such policy.
2. How we will deal with other complaints: Following receipt of other complaints (including complaints related to other breaches of our Acceptable Use Policy) under section 5 above:
   1. we will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint;
   2. if we require further information or documents from you, we will contact you to let you know;
   3. we will in good faith take such actions as we consider appropriate to deal with the issue which your complaint has raised. If you have complained about Content which appears on CanFans and we are satisfied that the Content otherwise breaches our Acceptable Use Policy, we will act quickly to remove such Content;
   4. we are not obligated to inform you of the outcome of your complaint.
3. Unjustified or abusive complaints: If you are a User of CanFans, you warrant (which means you make a legally enforceable promise) that you will not make any complaint under this Complaints Policy which is wholly unjustified, abusive, or made in bad faith. If we determine that you have breached this warranty, we may suspend or terminate your User account.

Last updated: December 2021

PLATFORM TO BUSINESS REGULATION TERMS

1. Introduction: These Platform to Business Regulation Terms form part of the Terms of Service.
2. Interpretation: In these Platform to Business Regulation Terms, unless otherwise stated, defined terms have the same meanings given to them in the Terms of Use for all Users.
3. Do these Platform to Business Regulation Terms apply to me? These Platform to Business Regulation Terms only apply to Creators who are established or resident in Canada (also referred to as “you” and “your“). If these Platform to Business Regulation Terms apply to you, they form part of your agreement with us.
4. What do these Platform to Business Regulation Terms include? These Platform to Business Regulation Terms provide information about our practices to comply with the fairness and transparency.
5. Promoting Creators via other distribution channels: We may choose to promote you via our Instagram (www.instagram.com/CanFans) and Twitter (www.twitter.com/CanFans) social media accounts.
6. Ranking on CanFans: We randomly suggest potential Creators for a User to follow based on the Creators that have earned money on CanFans in the previous 30 days. We have no ranking system. There is no search/discovery feature on CanFans.
7. Complaints: If you have a complaint about:
   1. any alleged non-compliance by us with any obligations laid down in the Platform to Business Regulation which affect you; or
   2. technological issues relating directly to CanFans and which affect you; or
   3. measures taken by us or our conduct which relate directly to CanFans and which affect you,

then please submit your complaint to support@CanFans.com.

1. Complaint-handling process: Following receipt of your complaint under section 7 above, we will:
   1. consider your complaint and the follow-up which we may need to give to your complaint (including asking you for further information or documents) in order to adequately address the issue raised;
   2. process your complaints within a reasonable time, taking into account the importance and complexity of the issue raised; and
   3. communicate to you in plain and intelligible language by email or by message to your CanFans account the outcome of the internal complaint-handling process.