Complaints Policy
Important: If your complaint involves illegal content, child safety, or human trafficking, please use our Trust & Safety channel at trust@zyrcle.com for immediate escalation — do not use the standard complaints process.
1. What Can You Complain About?
You may submit a formal complaint to Zyrcle regarding any of the following:
- Content you believe violates our Terms of Service, Acceptable Use Policy, or Content Moderation Policy
- A billing error, unauthorized charge, or unresolved payment dispute
- Alleged infringement of your intellectual property rights
- A privacy or data protection concern
- Discriminatory, harassing, or abusive conduct by another user or creator
- An account enforcement action (suspension or termination) you believe was unjust
- Failure by Zyrcle to respond to a previous support request within the stated timeframe
- Any other concern related to your use of or experience on the Platform
2. How to Submit a Complaint
Choose the channel that matches your complaint type:
General Complaints
Billing, Account, Service
Email: support@zyrcle.com
⏱ Res: 5 business days
Content Complaints
Policy Violations, Safety Concerns
Email: trust@zyrcle.com
⏱ Res: 24–72 hours
Legal Complaints
DMCA, Privacy, Regulatory
Email: legal@zyrcle.com
⏱ Res: 5 business days
Creator Appeals
Enforcement, Payout Disputes
Email: appeals@zyrcle.com
⏱ Res: 5 business days
3. What to Include in Your Complaint
To help us investigate and resolve your complaint as quickly as possible, please include:
- Your full name and the email address associated with your Zyrcle account
- A clear and detailed description of the complaint
- The date(s) the issue occurred
- Any relevant URLs, transaction IDs, or screenshots
- What outcome you are seeking
4. Our Complaints Process
- Acknowledgment: We will acknowledge receipt of your complaint within 24 hours (general) or 5 business days (legal/privacy).
- Investigation: A dedicated member of our support or compliance team will review all information related to your complaint.
- Resolution: We will communicate our findings and proposed resolution in writing within the stated timeframes.
- Escalation: If you are not satisfied with the resolution, you may request escalation by replying and stating “I wish to escalate this complaint.”
- Final Response: A final written response will be issued within 10 business days of the escalation request.
5. Response Time Standards
| Complaint Type | Initial Response | Resolution Target |
|---|---|---|
| Billing and account issues | 24 hours | 5 business days |
| Content violations and safety | 24–48 hours | 72 hours |
| Emergency (CSAM, imminent harm) | Immediate | 2–4 hours |
| Creator enforcement appeals | 5 business days | 5 business days |
| DMCA and legal matters | 5 business days | Per applicable law |
| Privacy and data rights | 5 business days | 30 days |
6. External Escalation
If you are not satisfied with Zyrcle's final response, you may seek resolution through external channels:
- Billing disputes: Contact your card issuer or bank to initiate a formal dispute or chargeback.
- Privacy (California): CPPA at cppa.ca.gov.
- Privacy (EU/UK): Lodge a complaint with your local Data Protection Authority.
- Legal disputes: Subject to arbitration in our Terms of Service.
7. Non-Retaliation
Zyrcle strictly prohibits retaliation against any user or creator who submits a good-faith complaint. Filing a complaint will not result in adverse account action.
8. Complaint Records
Zyrcle maintains records of all formal complaints for a minimum of 3 years. These records are available to regulatory authorities upon valid request.
9. Contact
General complaints: support@zyrcle.com
Content and safety: trust@zyrcle.com
Legal: legal@zyrcle.com
Inifex LTD (16543165)
128 City Road, London, United Kingdom
Questions about this policy? Email support@zyrcle.com