Complaint Policy
Complaint Policy
Last updated: 27 August 2025
Company: West Circle Ltd (UK) trading as Pervert.Chat (“we”, “us”, “our”)
Audience: Platform Users (token buyers) and Creators (models)
1) Purpose
We take complaints seriously. This Policy explains how you can raise a concern, what information we need, how we handle it, and your options if you’re not satisfied.
2) Scope
This Policy covers complaints about: purchases and token charges, tipping, creator conduct, content and moderation, account actions, privacy, or technical issues affecting your use of Pervert.Chat (a text-based adult chat platform).
It does not replace urgent reports of illegal content or safety risks — see Section 10.
3) How to Submit a Complaint
Use one of the following:
- Web form: https://pervert.chat/contact-us (recommended)
- Email: support@pervert.chat
What to include
Please provide:
- Your name (or account handle) and registered email
- Order/transaction IDs (if any), dates and amounts
- Description of the issue and what outcome you seek
- Any supporting evidence (screenshots, chat IDs, timestamps)
If you submit from a different email, we may ask you to confirm the registered email for security.
4) Our Process & Timelines
- Acknowledgement: We aim to confirm receipt within 48 hours (Mon–Fri, UK time).
- Investigation: We review your account, logs, transactions and relevant content.
- Resolution: We aim to resolve within 14 business days. Complex cases may take up to 30 days; if so, we’ll keep you updated at least weekly.
5) Possible Outcomes
Depending on facts and our Terms, outcomes may include:
- Clarification or guidance
- Technical fix or account adjustment
- Token credits or refunds where appropriate
- Content removal or restriction
- Warnings, suspensions, or removal of a Creator or User
- No action (with reasons)
Important: We can only review and resolve issues involving activity on the platform. We cannot guarantee or verify any payments, promises, or content delivered outside Pervert.Chat. For your protection, keep all transactions and deliveries in-platform.
6) Payments, Tips & Refunds
- Token purchases and tipping are generally final, but we may offer credits/refunds when there is a clear error, failed delivery within platform, or breach of our Terms.
- If you paid by card, you may have rights with your card issuer. Please contact us first so we can help quickly and avoid account restrictions that may result from chargebacks.
7) Escalation
If you are not satisfied with the initial outcome, reply to our message or email support@pervert.chat with your case ID for a second-level review by our Compliance team.
8) Privacy & Data Use
Complaint data may include personal information. We will process it to investigate and respond, consistent with our Privacy Policy and applicable laws.
Retention:
- Transactional complaints: up to 6 years (for accounting/chargeback/legal purposes)
- Non-transactional complaints: typically 2 years
9) Accessibility & Languages
We accept complaints in English. If you require reasonable adjustments (e.g., alternative formats), please let us know.
10) Safety & Illegal Content
To report suspected illegal content, non-consensual material, minors, or immediate safety risks, contact safety@pervert.chat and include “URGENT” in the subject. We will prioritise and take appropriate action, which may include notifying law enforcement and our acquiring bank.
11) Changes
We may update this Policy from time to time. The “Last updated” date shows the latest version.