At Fannilla™, we take all complaints seriously and are committed to resolving them fairly and promptly. This policy explains how you can raise a complaint and what you can expect from us.
Fannilla™ is owned and operated by Fannilla B.V., a company registered in the Netherlands (Chamber of Commerce no. 92142125), with its registered address at Blaak 34, 3011 TA Rotterdam, the Netherlands. Your agreement is with Fannilla B.V.
Users in the United States may interact with Fannilla, Inc., a US entity, solely for the purpose of payment processing and Creator payouts. Fannilla, Inc. acts in an administrative capacity on behalf of Fannilla B.V. and is not a separate contracting party to your agreement with us.
This policy applies to all users — Fans and Creators — regardless of where you are located or whether your payments are processed by Fannilla B.V. or Fannilla, Inc.
You may use this policy to raise a complaint about:
If you wish to appeal a decision we have made about your Content or account (including removal or restriction of content, suspension or termination of your account, or suspension or withholding of earnings), please contact us at appeal@fannilla.com within 6 months of the decision with a written explanation of the basis for your request. This process is governed by our Notice and Action Policy, which takes precedence over this policy for content-related matters.
Complaints regarding copyright infringement must be submitted in accordance with our DMCA Policy. Please send all Notices of claimed copyright infringement to dmca@fannilla.com.
By submitting a complaint, you confirm that the information you have provided is accurate and complete to the best of your knowledge. Fannilla™ reserves the right to disregard complaints that are manifestly unfounded, repetitive, or submitted in bad faith. Abuse of this complaints process may result in account restrictions.
If you are not satisfied with our initial response, you may request a formal review by emailing appeal@fannilla.com with the subject line: Formal Complaint — [Your Reference Number]. We will conduct a senior review and respond within 14 business days.
If you are a Consumer residing in the EU or EEA and are not satisfied with the outcome of your complaint, you retain the right to seek redress through alternative dispute resolution (ADR) bodies in your country of residence. A list of certified ADR bodies in EU Member States is available at:
https://consumer-redress.ec.europa.eu/dispute-resolution-bodies
For decisions concerning content moderation or your account, you may also refer the dispute to an out-of-court dispute settlement body certified under Article 21 of the Digital Services Act.
You may also bring a claim before the competent court as set out in section 7.3.
If a complaint cannot be resolved amicably, you may bring a legal claim as follows:
This Complaints Policy is governed by the laws of the Netherlands. EU Consumers retain the protections afforded by the mandatory laws of their country of residence. Nothing in this policy affects your statutory rights.
Reports of child sexual abuse material, non-consensual or other illegal Content should be sent to abuse@fannilla.com or submitted via the in-platform report function and are handled under our Content Removal Policy and Notice and Action Policy.
For all other complaints, please contact us at help@fannilla.com. Include the following in your message:
Upon receipt, we will assign your complaint a unique reference number. Please use this reference number in all follow-up communications so we can locate your case efficiently.