Complaint Policy (Complaint Policy)

Website Operator: KNPB Media B.V., registered under the laws of the Netherlands Website: DVDerotik.com ("Website") E-mail: support@dvderotik.com

1. Introduction

1.1. this document sets out the Complaints Policy ("Complaints Policy") for the Website.
1.2. if you are a registered or unregistered user of dvderotik.com (collectively, "Users" or "Users"), this Complaints Policy forms part of your agreement with us, in addition to our Terms & Conditions and any other applicable policies.

2. Interpretation

2.1. capitalized terms used in this Complaints Policy shall have the same meaning as in our General Terms and Conditions, unless expressly stated otherwise.
2.2. in this Complaints Policy, "Working Days " means any day that is not a Saturday, Sunday or public holiday in the Netherlands

3. Scope - Who can use this Complaints Policy?

3.1. this complaints policy can be used by any person, regardless of whether they are registered as a user at dvderotik.com or not, to notify us of complaints relating to:

the Website or any part of it;
Content made available on the Website ("Content"); and/or
the conduct of any User in connection with the Website.

4. Submission of a complaint

4.1. if you wish to submit a complaint regarding the website, content or the behavior of a user, please use our online complaint form or contact us directly by e-mail at support@dvderotik.com.
4.2. you must provide all necessary information, in particular

Your order number (if the complaint relates to a purchase);
a clear and detailed description of your complaint; and
if your complaint relates to specific content, the exact URL(s) of the content in question and any additional information that may help us to identify that content.

5. Complaints about illegal or non-consensual content

5.1. upon receipt of a complaint alleging that content is unlawful or non-consensual, we will:

(a) take all steps we deem appropriate to investigate and, if appropriate, resolve your complaint within five (5) business days, taking into account the nature and urgency of the concern;

b) contact you if we require additional information or documentation in order to properly investigate your complaint;

c) review and investigate your complaint in good faith and then take one or more of the following actions:

If we determine that the content is unlawful or non-consensual, we will promptly remove or disable access to such content and notify you of our decision by email or other electronic means.
If we determine that the content is not unlawful or non-consensual, we will notify you of our decision by email or other electronic means.

5.2. disputes regarding our decision on complaints about non-consensual content may, at our discretion, be referred by us to a neutral mediation or arbitration body, at our expense, unless otherwise required by applicable law.

6. Complaints in connection with copyright infringement

6.1. complaints about alleged copyright or related rights infringements must be submitted in accordance with our DMCA / Copyright Policy, which is part of our legal framework.
6.2. we will respond to copyright-related complaints in the manner and within the time limits set forth in this Policy

7. Other complaints (including violations of the Terms and Conditions)

7.1. for all other complaints, including (but not limited to) alleged breaches of our Terms and Conditions, we will:

(a) take all steps we consider appropriate to investigate the complaint within a period of time that is reasonable having regard to the nature and complexity of the matter;

b) contact you if we require further information or documentation;

c) take such action in good faith as we consider appropriate to address the issue raised by your complaint.

7.2. unless required by law, we are not obliged to inform you of the specific outcome of our internal investigation of complaints under this section.

8. Unfounded or abusive complaints

8.1. if you are a user of DVDerotik.com, you warrant that you will not submit any complaints that are completely unfounded, offensive or made in bad faith.
8.2. if we find that you have breached this undertaking, we reserve the right to suspend or terminate your user account.