Complaints policy
business@pangolia.ca
9432-8085 quebec inc.
45 chemin du pont prud'homme
Brebeuf, J0T1B0, Quebec, Canada
1. Complaint Submission: Users who wish to submit a complaint should do so through our designated channels, such as our support email or complaint submission form/contact on Pangolia’s website. We encourage users to provide as much detail as possible, including relevant usernames, dates, and any supporting evidence.
2. Complaint Assessment: Upon receiving a complaint, our dedicated complaints team will assess the issue raised. They will review all available information and investigate the matter thoroughly. Our team may contact both the complainant and the parties involved, if necessary, to gather additional details.
3. Communication and Updates: We will acknowledge the receipt of a complaint within 2 business days. Throughout the investigation process, we will keep the complainant informed of any progress or updates regarding their complaint, including estimated timelines for resolution (7 business days). We will communicate primarily via email, but may also use other appropriate communication channels.
4. Confidentiality and Privacy: Pangolia respects the privacy of all parties involved in a complaint. We will treat all information provided with utmost confidentiality, sharing it only with individuals directly involved in the investigation and resolution process. Personal information will be handled in accordance with our Privacy Policy.
5. Resolution and Redress: Once the investigation is complete, we will determine an appropriate course of action to address the complaint. If we find that a violation of our Terms of Service or community guidelines has occurred, we will take appropriate action, which may include issuing warnings, suspending or terminating accounts, or collaborating with law enforcement authorities, if necessary.
Appealing the Decision:
We understand that you may have concerns or disagree with the outcome of the investigation and decision. If you believe that there are grounds for reconsideration or if you wish to appeal the decision, you have the right to request a review.
6. Appeals: If a complainant disagrees with the resolution provided, they may request a review of their complaint by contacting our support team and clearly stating the reasons for their appeal. Our team will reevaluate the case, considering any new information provided, and communicate the final decision to the complainant.
7.Content Appeal Procedure
At Pangolia, we value the rights and well-being of all individuals depicted in the content shared on our platform. We understand the importance of consent and compliance with applicable laws. To ensure a fair and transparent process, we have established an appeal procedure that allows any person depicted in the content to request its removal.
Procedure Overview:
Submission of Appeal: If you believe that you are depicted in any content on our platform without your consent or in violation of applicable laws, you have the right to appeal for its removal. To submit an appeal, please follow the instructions provided below.
Investigation and Evaluation: Upon receiving your appeal, we will initiate a thorough investigation to determine the validity of your claim. Our team will carefully assess whether consent was given for your involvement in the content or if such consent is void under applicable laws.
Removal Determination: Based on the outcome of the investigation, we will make a decision regarding the removal of the content. If it is determined that consent was not given or is void under applicable law, we will promptly take necessary steps to remove the content from our platform.
Disagreement Resolution: In the unlikely event of a disagreement between you and our team regarding the outcome of your appeal, we are committed to providing a fair resolution. We will allow such disagreement to be resolved by a neutral body, ensuring an impartial assessment of the situation.
Submitting an Appeal:
To submit an appeal for content removal, please follow these steps:
Gather all relevant information, including details of your involvement in the content and any supporting evidence that demonstrates the lack of consent or violation of applicable laws.
Contact our designated appeal channel by email: business@pangolia.ca. Include the following information in your appeal:
Your full name and contact information.
Description of the content in question, including its location on our platform.
Explanation of why you believe your consent was not given or is void under applicable law.
Any supporting evidence or documentation you may have.
Our team will acknowledge the receipt of your appeal and initiate the investigation process promptly.
Confidentiality and Transparency:
We understand the sensitive nature of content appeals and treat all information provided with the utmost confidentiality. We are committed to conducting investigations in a transparent manner, keeping you informed of the progress and outcome of your appeal.
If you have any questions or need further assistance regarding the appeal procedure, please contact our support team at business@pangolia.ca.
Pangolia remains dedicated to upholding the rights and well-being of all individuals depicted in the content on our platform. We appreciate your cooperation in helping us maintain a safe and respectful community.
Note: The content appeal procedure described above is subject to our terms and conditions and may be updated or modified as required. Please refer to our website for the most up-to-date information.
8. Continuous Improvement: We value user feedback and complaints as opportunities to improve our platform. We will regularly review and analyze the complaints received to identify any patterns or systemic issues. This process enables us to make informed decisions and implement necessary changes to prevent similar problems in the future.
9. Legal Matters: In certain cases, complaints may involve legal issues. Pangolia reserves the right to cooperate fully with law enforcement agencies and comply with applicable laws and regulations.
Complaints may include, but are not limited to, the following issues:
Unauthorized use of content
Illegal or otherwise violates the standards
Harassment or abuse
Account-related concerns
Payment or refund disputes
Technical difficulties or platform errors
Violation of community guidelines or terms of service
