Complaint Policy

Who Can Complain

Anyone, whether or not they are a user of Nastia, may report content or conduct they believe is illegal, violates our Terms of Service, or otherwise violates applicable card scheme standards. This includes members of the public, people whose likeness or identity may be affected, rights holders, and law enforcement.

How to File a Complaint

Send your complaint by email to [email protected]. To help us investigate, please include:

• Your full name and email address.
• A detailed description of the complaint, including the date and time of the incident where relevant.
• Any supporting documentation or screenshots.

You can also reach us through our Help Center.

How We Handle Complaints

• Acknowledgement: we acknowledge each complaint within 24 hours, providing a reference and the name of the person handling it.
• Investigation: a designated Complaints Officer reviews the complaint and gathers any further information needed from you.
• Resolution timeframe: we review and resolve all reported complaints concerning content that may be illegal or that may violate card scheme standards within five (5) business days of submission. Content found to be illegal or non-compliant is removed immediately upon identification.
• Outcome: we keep you informed of the status and the outcome where it is appropriate and lawful to do so.

Escalation

If you are dissatisfied with how your complaint was handled, you may request that it be escalated. The matter will be reassessed by someone not involved in the original review, and we will communicate the result to you.