How to submit complaints and what to expect from the resolution process. Last updated: April 2026.
We take every complaint seriously. This policy explains who can submit a complaint, how to do it, what information we need, and the timelines you can expect at each stage.
1. Who Can Submit a Complaint
Anyone can submit a complaint to Lustify, including:
Operators and content creators using the Platform
End users or consumers who interact with content distributed through the Platform
Depicted persons who believe their rights have been violated
Third parties who believe content on the Platform infringes their rights
Members of the public with concerns about content or conduct on the Platform
You do not need to have a Lustify account to submit a complaint.
2. How to Submit a Complaint
Submit your complaint through any of the following channels:
To help us investigate and resolve your complaint efficiently, please include as much of the following information as possible:
Your identity — Your name or username and a way to contact you for follow-up. Anonymous complaints are accepted but may limit our ability to investigate or respond.
Who the complaint is about — The username, account, or content you are reporting, with enough detail for us to locate it.
Description of the issue — A clear explanation of what happened, what content or behavior you are reporting, and why you believe it violates our policies or your rights.
Evidence — Screenshots, URLs, message timestamps, or any other evidence that supports your complaint. The more specific you are, the faster we can act.
What outcome you are seeking — Content removal, account review, dispute resolution, or other specific action.
3. What We Investigate
We investigate complaints related to:
Content policy violations — Prohibited content as defined in our Content Policy
Copyright infringement — Handled through our DMCA Policy
Non-consensual intimate content — Handled under the TAKE IT DOWN Act process in our DMCA Policy
Consent and depicted person disputes — Claims that content was shared without proper consent
Payment disputes — Billing issues, unauthorized charges, or payout concerns
Operator misconduct — Harassment, fraud, deceptive practices, or violations of the Creator Agreement
Platform service complaints — Issues with Platform functionality, support responsiveness, or policy application
4. Timelines
What to Expect
Acknowledgment: Within 48 hours of receiving your complaint, we will confirm receipt and assign a reference number. If you do not receive an acknowledgment within 48 hours, please follow up — your complaint may not have been received.
Initial review: Within 5 calendar days of acknowledgment, we will complete an initial review and notify you of our preliminary assessment. If the complaint involves content that poses an immediate safety risk, we will act within 24 hours.
Resolution: Most complaints are resolved within 14 calendar days of acknowledgment. Complex matters involving multiple parties, legal review, or external investigation may take longer — if so, we will notify you of the expected timeline and provide updates at least every 7 days.
Priority handling: Complaints involving the following are treated as urgent and acted on within 24 hours:
Suspected CSAM or child exploitation
Non-consensual intimate imagery (TAKE IT DOWN Act requests)
Imminent threats to personal safety
Account compromise or unauthorized access
5. Investigation Process
When we receive a complaint, we follow this process:
Triage — We assess the severity and category of the complaint and route it to the appropriate team. Urgent matters (CSAM, safety threats, non-consensual content) are escalated immediately.
Investigation — We review the evidence provided, examine relevant account activity and content, and may contact the accused party for their response. We treat all complaints confidentially and do not disclose the complainant's identity to the accused party without consent, except where required by law.
Decision — Based on our investigation, we determine the appropriate action. Possible outcomes include: no action (complaint not substantiated), content removal, formal warning, account suspension, or permanent termination in accordance with the enforcement tiers in our Content Policy.
Notification — We inform the complainant of the outcome and the action taken. We may not be able to share specific details about disciplinary actions taken against other users due to privacy obligations.
6. Appeals
If you are not satisfied with the outcome of your complaint, or if you are the subject of a complaint and believe the decision was incorrect, you may appeal:
Appeals must be submitted within 14 calendar days of the decision notification
Include any new evidence or context that was not available during the original investigation
Appeals are reviewed by a different team member than the original investigator
Appeal decisions are issued within 7 calendar days and are final
7. Escalation
If you believe your complaint involves criminal conduct, you should also contact your local law enforcement authority directly. Lustify will cooperate with law enforcement investigations as required by law.
For complaints that cannot be resolved through this process, disputes may be resolved through the binding arbitration process described in our Terms of Service.
8. Abuse of This Process
We provide this complaints process in good faith and expect it to be used in good faith. Submitting knowingly false, frivolous, or vexatious complaints, or using the complaints process to harass other users, may result in your complaints being deprioritized or your account being reviewed for policy violations.