Complaints Policy

BY USING OUR WEBSITE YOU AGREE TO THIS POLICY - PLEASE READ IT CAREFULLY

  1. Introduction: This Policy forms part of your agreement with us. We will handle complaints in keeping with this Policy. Here are a few key things to note:
    • By making a complaint, you confirm that you believe that the information you have provided is accurate and complete.
    • This Policy explains how we handle complaints about:
      • how we enforce our Terms of Service;
      • Content on EuroPeaches that may be illegal or in breach of our Terms of Service; and
      • compliance with applicable laws.
    • This Policy does not apply to complaints regarding Content or account moderation decisions or copyright infringement.
  2. Contact information: EuroPeaches is operated by E.U.P LTD, a limited company registered in England and Wales, with company registration number
    16239540. Our registered office address is located at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.
  3. Interpretation: Unless specifically defined in this Policy, the meanings given to words defined in the Terms of Use have the same meanings in this Policy.
  4. Complaints about Content moderation decisions: We moderate Content according to our Terms of Service. To complain about a decision to deactivate Content, to deactivate an account, or to issue a final warning, you must complete an EuroPeaches Deactivation Appeal Form. Appeals against a Content moderation decision including any decision to remove Content, deactivate an account, or ban you from using EuroPeaches because we believe you have engaged in an illegal act are subject to our Appeals Policy.
  5. Complaints about copyright infringement: Complaints about suspected copyright infringement are subject to our DMCA Takedown Policy.
  6. How to make a complaint about anything else:
    1. You can make a complaint in any of the following ways:
      1. using our Contact Form select the reason for your complaint from the drop down menu and use the 'Enter your message' field to explain the issue you are complaining about;
      2. using the "Report" function on the Content page select the reason for your complaint from the drop down menu;
      3. emailing support@europeaches.com
      4. CCBILL Complaints/Take Down Request
      5. writing to E.U.P LTD 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.
    2. You must provide enough information so we can investigate your complaint (including any relevant URLs). If a complaint is missing important information, we may not be able to properly consider it.
  7. How we review complaints: At EuroPeaches, we are committed to maintaining a safe, respectful, and lawful platform for all users.
    This policy outlines how you can report content that may be illegal or otherwise violates our Standards, how we handle such reports, and the process for review and resolution.

             1. Review Timeline

    1. All reported complaints will be reviewed and resolved within seven (7) business days from the date of receipt.

      2. Review Process

      • Our moderation team will investigate the reported content.
      • We may request additional information from the complainant or the content uploader.
      • Based on our findings, we will determine whether the content violates our Standards or applicable laws.

      3. Appeals Process

      If you disagree with the outcome of our review, you may submit an appeal within seven (7) business days of receiving our decision. Appeals can be sent to appeals@europeaches.com and must include:

      • The reason you believe our decision was incorrect
      • Any new or additional information that supports your position

      4. Possible Outcomes

      • Content Removal – If the content violates our Standards or applicable laws
      • Content Restriction – Content may be age-restricted or hidden from public view
      • Warning Issued – The uploader may receive a formal warning
      • Account Suspension or Termination – For serious or repeated violations
      • No Action Taken – If the content does not violate our Standards or laws

       

  8. Abuse of this complaints process: We do not tolerate complaints made in bad faith or complaints that are abusive, harassing, or otherwise intended to harm anyone. If you are an EuroPeaches User, and make an abusive or unfounded complaint we may terminate your account.
  9. EU/EEA Consumer Mediation Services: If you are in the European Economic Area you may, but are not required to, seek resolution of any dispute with us through consumer mediation services using the European Online Dispute Resolution (ODR) platform. We are not obliged to participate in alternative dispute resolution proceedings (except in very limited circumstances).
  10. Regulatory complaints under the DSA (EU/EEA): If you are in the European Economic Area and encounter an infringement of the EU's Digital Services Act while using EuroPeaches, you have the right to complain to the Digital Services Coordinator of the country where you are located. You may also report or complain to us under this Complaints Policy and dispute our decision under our Appeals Policy.
  11. Regulatory complaints: EuroPeaches is regulated by Ofcom and the Information Commissioner's Office in the United Kingdom and the eSafety Commissioner in Australia. Users resident in Australia can contact eSafety to report concerns about the safe use of technology here.
  12. Breach of contract claims under the Online Safety Act: Users in the United Kingdom are entitled to bring a breach of contract claim against us, including where we breach our Terms of Service in how we (i) take down or restrict access to your Content; or (ii) suspend or ban you from using EuroPeaches.
  13. Your statutory rights: These provisions do not affect your statutory rights.

Last updated: February 2025