Complaints Policy.

1. Introduction

This Complaints Policy describes how Fanvault Shop Inc. ("Fanvault," "we," "us," or "our") handles complaints from users of the Fanvault platform. If you are a user of Fanvault, this policy forms part of your agreement with us and should be read alongside our Terms of Service and Privacy Policy.

We take every complaint seriously. Whether you are a Fan with a concern about a purchase or a Creator's conduct, or a Creator with a concern about a Fan's behavior or a third party, this policy sets out what to do, what to expect from us, and how we resolve disputes.

This policy also serves as our Refund Policy. Because Fanvault facilitates both physical item sales (authenticated collectibles, memorabilia, wish list items) and digital interactions (paid Direct Messages, tipping, AI assistant features), we apply different standards to each. Those standards are set out in Section 5 below.

2. How to File a Complaint

To file a complaint with Fanvault, please email support@fanvaultshop.com with the following information:

• Your full name
• The email address and username associated with your Fanvault account
• A contact phone number, if applicable
• A detailed description of your complaint
• The relevant order or transaction ID (for purchase-related complaints)
• Any relevant URLs of content or profiles involved in the complaint
• Supporting evidence, where applicable (screenshots, photos of the item and its packaging, shipping confirmations, communication records)

Certain categories of complaints should be directed to specialized addresses:

• Copyright infringement (DMCA notices): legal@fanvaultshop.com (see Section 4.3 of the Terms of Service)
• Privacy or data protection: privacy@fanvaultshop.com
• Creator payout, fee, or tax form issues: creators@fanvaultshop.com
• Legal notices and formal disputes: legal@fanvaultshop.com

3. Our Process

Upon receiving a complaint, we will:

• Acknowledge receipt within two (2) business days
• Take the steps we deem necessary to address your complaint within a timescale commensurate with its nature and severity
• Contact you if we need additional information or documentation
• Investigate in good faith and work toward a resolution within seven (7) business days of receiving the information needed to evaluate the complaint
• Take appropriate action if the complaint involves a violation of our Terms of Service, which may include content removal, warnings, payout holds, or account suspension or termination
• Communicate the outcome to you where practical. We are not obligated to disclose specific actions taken against another user, beyond confirming that the matter has been addressed.

Complex complaints — particularly those involving physical item authentication, third-party shipping carriers, or legal matters — may take longer. We will keep you informed of any material delays.

4. Categories of Complaints

4.1 Content and User Conduct

If you believe content posted on Fanvault, or the conduct of another user, violates our Terms of Service (including our strict prohibition on nudity and sexually explicit content, harassment, fraud, or impersonation), please provide the URL or identifying information along with a description of the violation. We will review and take appropriate action.

4.2 Physical Item Complaints

Fanvault facilitates the sale of physical authenticated collectibles, memorabilia, and wish list items. For physical item disputes, you may file a complaint if:

• The item was not delivered within the stated or reasonable delivery window
• The item arrived damaged
• The item is significantly not as described in the listing
• The item is not authentic (for items listed as authenticated collectibles)
• You received the wrong item

Physical item complaints must be submitted within seven (7) days of the delivery date, or within seven (7) days of the expected delivery date if the item was not received. Remedies are addressed in Section 5.1.

4.3 Digital Interaction Complaints

Paid Direct Messages, tips, and AI assistant features are digital interactions. You may file a complaint in connection with a digital interaction if:

• A Creator engages in conduct that violates our Terms of Service
• You believe a charge was unauthorized
• A paid digital service you purchased was never delivered (for example, a paid DM that was never sent)
• A platform error prevented access to a paid digital interaction

Digital interaction complaints should be submitted within thirty (30) days of the date of the charge.

4.4 Billing and Payment Complaints

For complaints about charges on your payment method, unauthorized transactions, or billing errors, contact support@fanvaultshop.com with your transaction details. For any unauthorized transaction, you should also notify your payment provider as soon as possible to limit your liability under applicable law.

4.5 Creator Payout Complaints

Creators with concerns about payouts, platform fees, tax forms, Stripe-related issues, or balance adjustments should contact creators@fanvaultshop.com.

5. Refunds and Resolutions

Consistent with our Terms of Service, all sales on Fanvault are final except as described below or as required by applicable consumer protection law. Where a remedy is appropriate, we may issue it as a refund, a replacement, store credit, a return authorization, or another commercially reasonable resolution, at our discretion.

5.1 Physical Items

For physical items sold through Fanvault, we will consider a refund, replacement, or other remedy in the following circumstances:

• Non-delivery. If the Creator does not ship the item within seven (7) business days of sale (or within any shipping window specified in the listing), or if tracking confirms the item was never dispatched, you may be entitled to a full refund.
• Damaged in transit. If an item arrives damaged, submit a complaint within seven (7) days of delivery with photographic evidence of the damage and the original packaging. We will coordinate with you and the Creator on a refund or replacement.
• Significantly not as described. If the item received materially differs from the listing in a way that substantially affects its value, authenticity, or use, a refund or replacement may be offered after investigation.
• Authenticity disputes. For items listed as authenticated collectibles, where there is a credible basis to believe the item is not authentic, we will investigate. Creators are solely responsible for authenticity and may be required to provide documentation. Where authenticity cannot be substantiated, a refund will be issued.
• Wrong item. If the item you received does not match what you ordered, we will arrange a remedy.

Returns of physical items, where accepted, must be made in original condition and with original packaging, unless otherwise agreed. Original shipping charges may or may not be refundable, depending on which party is responsible for the issue.

Certain categories of physical items are non-returnable by their nature, including:

• Personalized or custom-signed items where the personalization was made to the Fan's specification
• Items sourced from third-party retailers (such as certain wish list fulfillments) that carry their own return policies
• Items that have been removed from sealed or tamper-evident packaging, except in cases of damage or authenticity disputes

5.2 Digital Interactions

All payments for digital interactions on Fanvault, including paid Direct Messages and tips, are final and non-refundable. We reserve the right, at any time and for any reason, to provide a refund in our sole discretion. The decision to provide such a refund, and its amount and form, rests entirely with us and does not obligate us to provide refunds in similar circumstances in the future.

We may, in our sole discretion, consider refunds for digital interactions in limited cases, such as:

• Unauthorized use of your account that resulted in a purchase you did not make
• A platform error that prevented access to a digital interaction you paid for
• A Creator's clear failure to deliver an explicitly promised and paid-for digital service

5.3 Wish List Items

Wish list items are treated as physical items for refund purposes and are governed by Section 5.1, subject to the same timelines and conditions. Because wish list items are often personal selections made by the Creator, certain categories — such as consumables, opened items, or items shipped directly from third-party retailers — may be non-returnable.

5.4 AI Assistant

The AI assistant is provided as a convenience tool to help Creators manage profiles, storefronts, and listings. As set out in our Terms of Service, you are responsible for reviewing and confirming any changes, content, or actions generated by the AI assistant before they go live. We are not responsible for refunds or remedies related to the output of the AI assistant, including errors, unintended edits, or inaccurate product descriptions.

6. Chargebacks and Payment Disputes

We strongly encourage you to contact us at support@fanvaultshop.com before initiating a chargeback or dispute with your card issuer, bank, or payment provider. Most issues can be resolved faster and more effectively by working directly with our support team.

If a user initiates a chargeback or dispute with their payment provider without first attempting to resolve the matter with us:

• The user's access to Fanvault may be suspended or revoked while we investigate
• Any amount subject to a chargeback or refund will be reported to the affected Creator and deducted from the Creator's balance or pending payouts
• Creators may also be charged any chargeback fees imposed by our payment processor, which will be deducted from their balance
• Repeated, abusive, or fraudulent chargebacks may result in permanent account termination, forfeiture of pending payouts (in the case of Creators), and possible reporting to relevant authorities where required by law

If you believe your account has been suspended in error due to a chargeback, please contact support@fanvaultshop.com.

7. Creator Obligations

Creators are required to cooperate in good faith with our complaints process. This includes:

• Responding promptly to support team inquiries about a Fan's complaint
• Providing documentation, authentication records, shipping details, or communication logs as requested
• Honoring any remedy we determine to be appropriate, such as issuing a refund from the Creator's balance, providing a replacement, or accepting a return

When a refund is issued to a Fan for a completed sale, the corresponding amount (plus any applicable chargeback or processing fees) will be deducted from the Creator's balance or future payouts. Creators agree to this process as a condition of using Fanvault.

Failure to cooperate with the complaints process, or a pattern of unresolved Fan complaints, may result in payout holds, account suspension, or termination, and may be considered a material breach of our Terms of Service.

8. Unjustified or Abusive Complaints

By using Fanvault, you warrant that you will not spam our complaints process or submit unjustified, bad-faith, or abusive complaints. This includes filing complaints intended to harass another user, extract improper refunds, gain commercial advantage, or circumvent our Terms of Service.

We reserve the right to suspend or terminate the accounts of users who submit unjustified or abusive complaints, including users who repeatedly file complaints that are determined to be without merit.

9. Appeals

If you believe your complaint was not adequately resolved, you may request a review by replying to our original response with the subject line "Appeal Request" and any additional information or context you would like us to consider. Where practical, appeals are reviewed by a different member of our support team.

If you are not satisfied with the outcome of an appeal, you may also have recourse through external channels, including your payment provider, consumer protection authorities in your jurisdiction, or the dispute resolution procedures set forth in Section 13.1 (Binding Arbitration) of our Terms of Service.

10. International Users

Fanvault is based in the United States. Consumer protection laws in your country or state of residence may grant you rights in addition to those described here. Nothing in this Complaints Policy limits your rights under applicable mandatory consumer protection law. Where a local law provides rights more favorable than this policy, those rights apply.

11. Changes to This Policy

We may update this Complaints Policy from time to time to reflect changes in our practices, new platform features, or legal requirements. If we make material changes, we will notify you by email or by posting a prominent notice on the Platform at least thirty (30) days prior to the change becoming effective. Your continued use of the Services after the effective date constitutes your acceptance of the revised policy.

12. Contact Us