Complaints & Content Removal Policy

Purpose

Alterenn provides this Complaints & Content Removal Policy so that any user or third party can report content hosted on the platform that they believe is illegal, violates our policies, infringes their rights, or is abusive or otherwise inappropriate.

This policy complements our Terms of Service, Acceptable Use Policy, Editorial Charter, Age Policy and Copyright / DMCA procedure. Copyright-specific claims should be submitted via the DMCA procedure.

What can be reported

You may submit a complaint regarding any content, account, Entity, Lore, Incarnation, message or interaction that you believe:

• may be illegal under applicable law;
• violates Alterenn's policies (Terms of Service, Acceptable Use Policy, Editorial Charter, Age Policy);
• infringes rights (including intellectual property, privacy, image, personality or personal data rights);
• is abusive, harassing, threatening, hateful or otherwise inappropriate.

How to submit a complaint

Complaints can be submitted by email to alterenn.contact@gmail.com with the subject line "Complaint / Content Removal". Where available, in-product report buttons may also be used.

To help us review your complaint efficiently, please include: your contact details, a precise description or URL of the content or account concerned, the reason for your complaint, and any relevant evidence. Reports made in bad faith or that are manifestly unfounded may be disregarded.

Review process

Every complaint is reviewed by Alterenn. Reviews are carried out by our moderation team, or by any duly authorised person acting on our behalf.

We aim to review and resolve complaints within five (5) business days of receipt. This period may be extended when a complaint is particularly complex, requires additional information from the reporter, involves external authorities, or occurs during periods of exceptional volume; in such cases we will keep the reporter reasonably informed.

During the review, we may temporarily restrict access to the reported content as a precautionary measure.

Appeals

If you are the author of content that has been removed, restricted or otherwise moderated, or if you are a reporter who believes your complaint was wrongly rejected, you may appeal the decision by writing to alterenn.contact@gmail.com with the subject line "Appeal" within thirty (30) days of the decision.

Your appeal must explain why you believe the decision was incorrect and provide any new information or evidence relevant to the review. Every appeal is reviewed by Alterenn, where possible by a person who was not involved in the original decision. We aim to respond to appeals within the same five (5) business days target.

Possible outcomes

After reviewing a complaint or appeal, Alterenn may take one or more of the following measures, depending on the seriousness and context of the violation:

• No action, where the content complies with our policies and applicable law;
• Content removal (full or partial), including editing, hiding, delisting or deleting the content concerned;
• Account warning addressed to the user responsible;
• Temporary suspension of the account or of specific features;
• Permanent account termination in case of serious or repeated violations, or of a "zero tolerance" violation;
• Reporting to the appropriate competent authorities where required by law or where we consider it necessary, depending on the applicable jurisdiction.

Records and confidentiality

Alterenn keeps a record of complaints, decisions and appeals for the purposes of moderation, legal compliance and dispute resolution, in accordance with our Privacy Policy. The identity of reporters is not disclosed to the reported user, except where disclosure is required by law or by a competent authority.

Contact

Complaints, content removal requests and appeals: alterenn.contact@gmail.com.