Complaints Policy

Last updated 29 October 2026 · Version 0.1

If something on Joy & Jack is wrong, we want to hear about it. This policy explains how to complain, what happens next and how long it takes.

1. Who can complain

Anyone. You do not need an account, and you do not need to be a Joy & Jack member.

2. What you can complain about

• Content you believe is illegal.
• Content or behaviour that breaks our Acceptable Use Policy or our other policies.
• An image that you believe depicts or resembles you without your consent (see also Report Non-Consensual Imagery).
• A moderation decision about your request, your story or your account, including an appeal.
• A billing issue or a decision about a refund.
• Anything else about how we treated you.

3. How to complain

• By email: hello@joyandjack.com, with "Complaint" in the subject line.
• Through CCBill: you can also use CCBill's content removal and complaint form {{CCBILL_CONTENT_REMOVAL_FORM_URL}}. CCBill forwards it to us.
• Billing questions: you can also contact CCBill's billing support at support.ccbill.com.

4. What to include

To help us act quickly, please include:

• your name and an email address where we can reach you;
• what the complaint is about and, if it concerns content, where it appears (a link or the story title) and when you saw it;
• why you believe it is illegal or breaks our rules, with the law concerned if you know it;
• for an appeal or a billing issue, the email address of the account concerned;
• a statement that the information you give is accurate and complete to the best of your knowledge.

You can complain anonymously, except about content that infringes your personal rights, where we need to know who you are to act.

5. Acknowledgement

We acknowledge every complaint by email within two business days, with a reference number.

6. Resolution time

We resolve complaints within 7 business days of receiving them. If a complex case needs longer, we tell you why and when to expect an answer.

7. Possible outcomes

• The content is removed or the decision is reversed.
• The account concerned is warned, suspended or closed.
• A refund or another fair remedy.
• No action, if we find no breach. We always explain our reasons.

8. Illegal content is removed immediately

Content that is clearly illegal, and in particular anything involving minors or non-consensual intimate imagery, is removed or disabled as soon as we are aware of it, before the review ends. Where the law requires, we report it to the authorities.

9. Escalation and out-of-court options

If you are not satisfied with our answer, reply to it and ask for your complaint to be escalated: someone not involved in the first decision will review it.

If you live in the EU, you may also refer a dispute about a moderation decision to a certified out-of-court dispute settlement body under the Digital Services Act, or a consumer dispute to the Estonian Consumer Disputes Committee (Tarbijavaidluste komisjon). You always keep the right to go to court.

10. Contact

{{COMPANY_LEGAL_NAME}} OÜ, {{STREET}}, {{POSTCODE}} Tallinn, Harju maakond, Estonia. Email: hello@joyandjack.com.