Content Removal and Complaints Policy

1. Who may complain, and how

Anyone. You do not need an account on the Platform, and you do not need to be depicted in the Content or to hold rights in it. We accept complaints from the person depicted, from a person authorised to act on their behalf, including a parent or guardian, and from any member of the public who has seen something wrong. We also accept notices from organisations and authorities.

Write to support@planetjoi.com. That mailbox is our single point of contact for complaints, for notices of illegal content, and for communications from authorities. It is monitored every day.

2. What to include

So that we can act quickly, please include:

• a link to, or a clear description of, the Content, including the handle of the account that posted it where you know it;
• the ground of complaint: that you are depicted and did not consent, that the Content depicts a minor, that it was obtained by recording a private call or message, that it infringes your rights, that it is otherwise illegal, or that it breaches the Acceptable Use Policy;
• a short explanation of why you consider the Content unlawful or in breach of our policies;
• your name and an email address at which we can reply, unless you are reporting Content that you believe depicts a minor, in which case you may report anonymously;
• a statement that you believe in good faith that the information in your complaint is accurate and complete; and
• if you are the person depicted, enough for us to be satisfied of that. We ask for proof of identity only where we need it, and we tell you why before we do.

We do not require a complaint to be in any particular form, and we do not reject one because it is incomplete. If we need more, we ask.

3. Non-consensual intimate content

This is the category of complaint we treat most seriously and act on most quickly. This section is our notice, in plain language, of the process we provide under the TAKE IT DOWN Act, 47 U.S.C. §223a, for an identifiable individual to request the removal of an intimate visual depiction of themselves that was published without their consent.

If you are depicted in intimate Content on the Platform that you did not consent to being published, including a recording or screenshot taken from a call or a message, and including a deepfake or any other synthetic or altered depiction of you, send to support@planetjoi.com:

• your physical or electronic signature;
• identification of the intimate visual depiction, with information reasonably sufficient for us to locate it, such as a link;
• a brief statement that you have a good-faith belief that the depiction is not consensual, including any relevant information about why; and
• information sufficient for us to contact you.

We disable the Content on receipt of the request and before any review. We remove it, together with any known identical copies on the Platform, as soon as possible and in any event within 48 hours of receiving a valid request. We do not require you to hold the copyright in the depiction, and we do not tell the account that posted it who complained.

You may withdraw consent you previously gave. If you appear in Content on the Platform and no longer wish to, tell us and we remove it. You are not required to give a reason.

Where Content was obtained by recording a call or a message, the account responsible is terminated permanently, and we will support you in reporting the matter to law enforcement.

4. Timeframes for other complaints

• We send a confirmation of receipt within 24 hours of receiving a complaint, where you have given us a means to reply.
• We resolve every complaint within 7 business days of receipt.
• Content reported as depicting a minor is disabled immediately on receipt and before any review, and is restored only if the review clears it.

Where a complaint requires longer than 7 business days because it turns on a genuinely contested question of fact, we tell you so, tell you why, and keep the Content disabled while we resolve it. We process complaints in a timely, diligent, non-arbitrary and objective manner, and we tell you our decision and the reasons for it. Decisions are made by a member of our staff; we do not decide complaints by automated means.

5. Notice to the account concerned, and appeals

Where we remove or restrict Content, suspend or terminate an account, or withhold a payment, and we hold the contact details of the account concerned, we tell that account what action was taken, the facts and circumstances relied on, whether the decision relied on a complaint, the provision of the Terms of Service or of the Acceptable Use Policy concerned or the law relied on, whether any automated means were used, and how to appeal. We do not give notice where doing so would be unlawful or would prejudice an investigation into Content involving a minor.

If we removed your Content or restricted your account and you believe we were wrong, reply to the notice we sent you, or write to support@planetjoi.com with your handle and a description of what was removed, within 6 months of the decision. If you made a complaint and we declined to act on it, you may appeal in the same way.

An appeal is reviewed by a member of staff who was not involved in the original decision. We respond within 7 business days. If we were wrong, we restore the Content and reverse any penalty that followed from the decision. Our decision on appeal is final within the Platform; it does not affect any right you may have under applicable law.

There is no appeal against the removal of Content involving a minor, or against termination for it.

6. Complaints about us

If you are dissatisfied with how we handled a complaint, write to support@planetjoi.com and the matter will be reviewed again by a senior member of staff. If you are in the European Union or the United Kingdom, you also have the right to complain to your data protection authority about how we handled your personal data, and nothing in this Policy limits any right you have to bring proceedings before a court.