Complaint Policy
Website Operator: KNPB Media B.V., incorporated under the laws of the Netherlands
Website: DVDerotik.com (“Website”)
Email: support@dvderotik.com
1. Introduction
1.1. This document sets forth the complaint policy (“Complaint 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 all other applicable policies.
2. Interpretation
2.1. Capitalized terms used in this Complaints Policy have the same meaning as in our Terms & Conditions, unless expressly defined otherwise.
2.2. In this Complaint Policy, “Business Days” means any day that is not a Saturday, Sunday, or public holiday in the Netherlands.
3. Scope – Who Can Use This Complaint Policy?
3.1. This Complaints Policy may be used by any person, regardless of whether they are registered as a user on dvderotik.com, to report complaints to us regarding:
- the website or parts thereof;
- content made available on the website (“Content”); and/or
- a user’s conduct in connection with the website.
4. Submitting a Complaint
4.1. If you wish to file a complaint regarding the website, content, or a user’s conduct, please use our online complaint form or contact us directly via email 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, as well as any additional information that may help us identify it.
5. Complaints Regarding Illegal or Non-Consensual Content
5.1. Upon receipt of a complaint alleging that content is illegal or non-consensual, we will:
a) take all steps we deem appropriate to review your complaint and, if necessary, resolve it within five (5) business days, taking into account the nature and urgency of the matter;
b) contact you if we need additional information or documentation to properly investigate your complaint;
c) review and investigate your complaint to the best of our knowledge and belief and subsequently take one or more of the following actions:
- If we determine that the content is unlawful or not consensual, we will immediately remove such content or block access to it and notify you of our decision via email or other electronic means.
- If we determine that the content is not unlawful or in dispute, we will notify you of our decision via email or other electronic means.
5.2. Disputes regarding our decision on complaints about non-consensual content may, at our discretion, be submitted by us to a neutral mediation or arbitration body; we will bear the costs thereof, unless otherwise required by applicable law.
6. Complaints Regarding Copyright Infringement
6.1. Complaints regarding alleged copyright or related rights infringements must be submitted in accordance with our DMCA / Copyright Policy, which forms an integral part of our legal framework.
6.2. We respond to copyright-related complaints in the manner and within the timeframes specified in this policy.
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7. Other Complaints (including Breaches 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 deem appropriate to investigate the complaint within a period of time that is reasonable given the nature and complexity of the matter;
b) contact you if we need further information or documentation;
c) to the best of our knowledge and belief, take such measures as we deem appropriate to address the issue raised by your complaint.
7.2. Unless required by law, we are not obligated to inform you of the specific outcome of our internal review 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 determine that you have violated this representation, we reserve the right to suspend or terminate your user account.