Complaints and content removal policy
Contact help@satin.agency about a service complaint, unauthorised content, account misuse, privacy issue or concern involving Satin personnel. You do not need to be a customer or prove copyright ownership to report non-consensual intimate material or a safety concern.
1. What to include
Tell us what happened, where it happened and what you'd like us to do. Include the relevant website URL or account reference and a safe way to reply. If you're reporting for someone else, explain your authority to do so. For work you believe was used without permission, identify the work, where it appears and the rights you hold. Make clear what you know and what still needs checking.
Do not include passwords, full payment-card details, unnecessary identity documents or new copies of intimate material. For suspected illegal sexual material involving a child, report its location rather than downloading or forwarding it. If additional evidence is necessary, we will explain a suitable route. If contact could expose you to retaliation, say which channel is safe.
2. What happens next
We review the report, assess urgency and may ask for clarification. Credible concerns about minors, coercion, non-consensual intimate material, compromised accounts or immediate risk receive priority protective assessment. We may temporarily restrict material or access while checking a report without treating that action as a final finding.
For ordinary service complaints, we aim to provide acknowledgement within five business days and a substantive response or progress update within 15 business days. Business days are Monday to Friday excluding Latvian public holidays. These are service targets, not extensions of a shorter statutory deadline. Urgent safety reports require prompt handling appropriate to the risk; this mailbox is not continuously monitored as an emergency service.
We will explain the outcome and available next steps as far as law, confidentiality and the safety of others permit. We may retain a proportionate record of the concern, evidence, action and decision under the applicable retention rules. Reports are handled on a need-to-know basis; absolute anonymity cannot be promised where disclosure is legally required.
3. Reconsideration
If you disagree with our response, reply with the reference, the disputed point and any new evidence. Request review by a person who was not responsible for the original decision where practicable. We aim to provide a review outcome or update within 15 business days. No fee is charged for using this process. Abuse of the reporting channel may be restricted proportionately, without obstructing statutory requests or credible safety reports.
4. Third-party platforms and payments
We can act on content and access within our control and on accounts where we have the relevant authority. A platform controls its own takedown, appeal and payment processes. We may help refer a matter to it, but cannot promise removal of every copy across the internet or reversal of a platform decision.
For a fan transaction, use the relevant platform's complaint/refund route and provide its transaction reference where needed. For a Satin management invoice or contractor payment dispute, identify the signed agreement, statement and disputed item. A disputed item does not automatically cancel an entire balance or waive mandatory remedies.
5. Privacy and formal legal notices
Privacy requests follow the Privacy policy, including applicable response deadlines and the right to complain to a supervisory authority. A legal notice must also satisfy any formal service requirements that apply. This general reporting address is not represented as a registered US DMCA agent.
Nothing here prevents you from contacting a platform, regulator, police, lawyer, court or competent consumer dispute-resolution body directly. We do not require confidentiality about a complaint as a condition of considering it, and do not retaliate against a lawful, good-faith report.