Complaints, reports, and appeals

• Your name and a safe way to contact you. You may use a representative where permitted.
• The exact URL, profile, account, message, or decision involved.
• A clear description of what happened, when it happened, and the outcome you want.
• Any relevant reference number and non-illegal supporting records. Do not attach suspected child sexual abuse material.
• For intimate-image reports: identify the depicted person, state that the material is intimate and shared without consent, and confirm that the report is made in good faith.

We may ask for limited additional information to verify identity, authority, ownership, or the location of the material. We will not require a person to create an account merely to request removal of non-consensual intimate imagery.

• We triage urgent safety and illegal-content reports before ordinary service complaints.
• We aim to acknowledge ordinary complaints within two business days and provide an outcome within ten business days, or explain why more time is needed.
• For a valid non-consensual intimate-image request, we prioritize disabling access and aim to act within 48 hours, including reasonable steps against known identical copies where technically available.
• We may preserve records, restrict access during review, contact affected parties, or refer evidence to a competent authority where required or reasonably necessary.
• The outcome may include removal, restriction, correction, account action, restoration, no action, or a request for further evidence. We will provide reasons where it is safe and lawful to do so.

If you disagree with a moderation or complaint outcome, reply within 30 days with the original reference, the disputed finding, and any new information. Where practical, a person who did not make the original decision will review the appeal. A repeated appeal without new information may be closed.

VelvetVote encourages direct reporting so we can act quickly, but this does not remove any right to contact a regulator, law-enforcement agency, emergency service, or court. Australian users may report image-based abuse or illegal and restricted online content to the eSafety Commissioner. Privacy complaints may be eligible for review by the Office of the Australian Information Commissioner.

Good-faith mistakes do not breach this policy. Knowingly false, fraudulent, harassing, or forged reports may lead to account action and may be referred where required. We will not penalize a person merely for reporting a genuine safety concern or criticizing the service.