Complaints, Content Removal & Appeals

1. Scope

This policy applies to every complaint about PikLuv, including complaints about AI-generated content, user conduct, account issues and billing, and to every request to remove or restrict content. It operates alongside our Terms and Conditions, Content Guidelines and Anti-Human Trafficking Policy.

Anyone may file a complaint, whether or not they hold a PikLuv account.

2. How to Report

You can reach us in any of these ways:

• Online: use our contact form and choose "Content complaint / removal request".
• Email: info@pikluv.com
• Mail: Nuvira LLC, 428 Palm Frond Drive, Myrtle Beach, South Carolina 29588

To help us act quickly, please include:

• Your name and a way to contact you.
• Where the content or conduct occurred (the page address, the companion's name, the date and time, or the account involved).
• What the problem is and, if relevant, why you believe it breaks the law or our policies.
• Any supporting material, such as screenshots.
• If you are reporting that content depicts you or someone you represent, a statement to that effect.

If you believe a child is in immediate danger, contact your local emergency services first.

3. Review and Resolution

Every complaint is reviewed by a person, not only by software. We commit to the following timelines:

• Acknowledgement within 24 to 48 hours of receipt, sent to the contact details you provide.
• Investigation and resolution within five (5) business days of receipt for every valid complaint and every content removal request. If we need more information from you, we will ask within that period and tell you what we need.
• A written outcome explaining what we found and what action we took.

Where there is evidence that content is illegal, non-consensual, or otherwise breaks the law or our policies, we remove or disable it immediately, before the review is complete. It stays down while we investigate.

Depending on what we find, we may:

• Remove or permanently disable the content.
• Warn, suspend or terminate the account responsible.
• Add safeguards so the same content cannot be generated again.
• Preserve evidence and report the matter to law enforcement or other authorities where required or appropriate.
• Take no action, if the content does not break the law or our policies. We will tell you why.

4. Prohibited Content

We remove, on discovery or on report, any content that:

• Breaks any applicable law.
• Depicts or sexualises a minor, or anyone presented as a minor.
• Depicts a real, identifiable person in a sexual or intimate context without their consent, including deepfakes and impersonation of celebrities or private individuals.
• Is non-consensual, exploitative, abusive or threatening.
• Promotes, depicts or facilitates human trafficking, sexual exploitation, prostitution or any other illegal activity.
• Infringes someone else's intellectual property or privacy rights.

Our Content Guidelines set these standards out in full.

5. Appeals

If you believe content was removed, restricted or moderated in error, or you disagree with the outcome of a complaint, you may appeal. Send your appeal within 30 days of our decision through the contact form (choose "Appeal a decision") or by email to info@pikluv.com, quoting the original complaint and explaining why you think the decision was wrong.

• Appeals are reviewed by a member of staff who was not involved in the original decision.
• We respond to appeals in writing within five (5) business days.
• If the content is found to break our Terms, our policies or the law, it stays removed. If it complies, we restore it where that is appropriate.

Independent review. If you still disagree with our decision after the appeal, you may request an independent review by a neutral third party. Nuvira LLC arranges and pays for that review; it costs you nothing. We provide the reviewer with the complaint, the content in question and our reasoning, and we abide by the reviewer's decision. Once the independent review is complete, the decision is final.

6. Good Faith

We act on every complaint made in good faith. Knowingly false reports, or reports used to harass another person, may result in the reporting account being restricted. Making a report never affects a genuine complainant's own account.

7. Records and Cooperation

We keep a record of every complaint, removal request, appeal and outcome. We cooperate with law enforcement, regulators and our payment partners, and we preserve and hand over evidence where the law requires it.

8. Contact

Nuvira LLC
Email: info@pikluv.com
Address: 428 Palm Frond Drive, Myrtle Beach, South Carolina 29588

This policy may be updated to reflect legal, regulatory or card network requirements. The effective date above shows the current version.