Complaints Policy

SGSuperFans Inc. (“SGSuperFans,” “we,” “us,” or “our”) is a premium digital platform incorporated in Ontario, Canada that connects Creators and Fans through subscriptions, pay-per-view content, live events, tips, direct messaging, shoutouts, and other interactive experiences. We recognize that disputes, concerns, and dissatisfactions will arise in the ordinary operation of any platform of this scale.

This Complaints Policy (“Policy”) establishes the formal framework through which any person may bring a complaint to our attention, have that complaint investigated impartially, and receive a documented resolution. This Policy is publicly available, applies equally to all users, and is binding on SGSuperFans in the manner described below.

Our Core Commitments

• Accessibility: We provide multiple channels for filing complaints so that no user is excluded from the process due to technical or communication barriers.
• Impartiality: Every complaint is reviewed on its merits. The status of either party on the Platform, whether they are a high-earning Creator or a new Fan, does not influence the outcome of any investigation.
• Transparency: We will tell you what we found, what action we took (or why we did not take action), and how you may escalate if you disagree.
• Confidentiality: Complaint information is treated as confidential and shared only to the extent necessary to investigate and resolve the matter, or as required by law.
• Timeliness: We commit to defined acknowledgment and resolution timelines and will notify you proactively when those timelines may be extended.
• Continuous Improvement: Complaint data is analyzed quarterly to identify systemic issues and drive policy and product improvements on the Platform.

This Policy applies to all individuals and entities who interact with the SGSuperFans Platform in any capacity, including but not limited to:

• Fans: Registered users who subscribe to Creators, purchase pay-per-view content, attend virtual events, send tips or gifts, or use any other fan-facing feature.
• Creators: Registered users who publish content, set subscription prices, receive tips, host events, sell shoutouts, or otherwise monetize their presence on the Platform.
• Visitors: Unregistered individuals who browse public-facing Platform pages.
• Third Parties: Individuals who are not Platform users but have a legitimate interest in a complaint, such as persons depicted in content without their consent, or rights holders asserting intellectual property claims.
• Business Partners: Agencies, managers, talent representatives, or brand partners transacting with Creators through the Platform.

Complaints About Third-Party Creators

Fans who have a complaint about the conduct or content of a specific Creator should follow the processes described in Sections 11 and 13. SGSuperFans does not adjudicate private contractual disputes that arise entirely outside the Platform, but we will take action where Creator conduct violates our Terms of Service or applicable law, regardless of where the underlying events occurred.

SGSuperFans accepts complaints across the following categories. Identifying the correct category when you file will ensure your complaint is routed to the most qualified team and resolved as efficiently as possible.

User Conduct and Harassment

Reports of harassment, threats, intimidation, cyberbullying, stalking, doxxing, hate speech, or any other conduct that violates our Community Standards or applicable law. This includes behaviour in public comments, direct messages, and creator-to-fan or fan-to-creator communications.

Content Violations

Reports of content published on the Platform that violates our Content Policies, including non-consensual intimate imagery, unlawful obscenity, content depicting minors in a sexual context, glorification of violence, or content that is otherwise illegal in the jurisdiction where it is published or consumed.

Payment, Billing, and Subscription Issues

Disputes related to unauthorized charges, billing errors, subscription renewals, failed transactions, refund requests, payout disputes for Creators, or any other financial matter arising from use of the Platform.

Creator Non-Delivery or Misrepresentation

Complaints where a Creator has failed to deliver purchased content, a shoutout, a paid direct message response, or an event experience as described, or where the Creator has materially misrepresented their offerings to induce a purchase.

Privacy and Data Protection

Complaints involving unauthorized disclosure of personal information, violation of our Privacy Policy, suspected data breaches, requests for data deletion or access, or concerns about how your personal data has been processed by SGSuperFans.

Intellectual Property

Formal notices of copyright infringement under the Digital Millennium Copyright Act (DMCA), trademark infringement claims, and other intellectual property disputes. A dedicated DMCA process is described in Section 14.

Platform Technical Issues

Reports of bugs, outages, payment processing failures, content delivery problems, or security vulnerabilities. If you believe you have discovered a security vulnerability, please contact us immediately at security@sgsuperfans.com.

Account Actions

Complaints about account suspension, content removal, feature restrictions, demotion from monetization programs, or any other enforcement action taken by SGSuperFans against your account.

We provide several submission channels to ensure every user can reach us. Please choose the channel most appropriate for the nature and urgency of your complaint.

In-Platform Reporting (Recommended for Content and Conduct)

The fastest way to flag content or conduct violations is to use the built-in reporting tools available on every post, profile, comment, and message thread. Click the three-dot menu or flag icon and select the most relevant reason. In-platform reports are triaged automatically and escalated to human reviewers within minutes for high-priority categories.

Email (Recommended for Billing, Privacy, and Formal Complaints)

For complaints that require a formal written record or involve financial matters, send an email to the appropriate address listed in Section 20. Email complaints receive a formal acknowledgment within the timelines described in Section 6.

Support Portal

Logged-in users may submit a support ticket through the Help Centre accessible from their account settings. The Support Portal is the preferred channel for billing disputes, account access issues, and Creator payout disputes, as it gives our team immediate access to your account history.

Mailing Address

Written complaints may be sent by post to: SGSuperFans Inc., Compliance and Trust Department, Toronto, Ontario, Canada. Postal complaints are acknowledged within 5 business days of receipt. We recommend using recorded delivery for any correspondence containing sensitive personal information.

A well-documented complaint enables us to investigate more quickly and reach a more accurate resolution. Please include as much of the following as is available and relevant to your situation.

Required Information

• Your full legal name and the email address associated with your SGSuperFans account (if you have one).
• A clear and specific description of the issue, including what happened, when it happened, and who was involved.
• The specific Platform feature, page, post, message thread, or transaction that is the subject of your complaint.
• The outcome you are seeking (for example: a refund, removal of content, reinstatement of your account, confirmation that data has been deleted).

Supporting Evidence

• Screenshots, screen recordings, or direct URLs to the content or messages in question.
• Transaction IDs, order confirmation emails, or payout statements for financial complaints.
• Timestamps and dates relevant to the complaint.
• The username or profile link of any other user involved.
• Any prior communications you have had with SGSuperFans support regarding the same issue.

Anonymous Complaints

We accept anonymous complaints. However, because we will have no way to contact you, we cannot provide a response or request follow-up information. Anonymous complaints may also limit our ability to investigate effectively, particularly where verification of identity or transaction history is required. We encourage you to identify yourself wherever possible, as this is protected by our confidentiality commitment.

Upon receipt of your complaint, our Trust and Safety team will perform an initial review to categorize the complaint, assess its urgency, and assign it to the appropriate specialist team.

Acknowledgment Timelines

Your Acknowledgment Will Include

• A unique complaint reference number that you should retain and quote in all future correspondence.
• Confirmation of the complaint category it has been assigned to.
• The name or identifier of the team handling your complaint.
• The expected resolution timeline based on the complexity of the matter.
• Instructions for providing additional information if needed.

Initial Triage and Priority Classification

On initial receipt, complaints are classified into one of three priority tiers. Priority 1 (Urgent) covers child safety, credible threats of violence, active data breaches, and non-consensual intimate imagery. Priority 2 (Standard) covers financial disputes, account actions, content removal, harassment, and privacy complaints. Priority 3 (Routine) covers technical issues, policy clarifications, and general feedback.

Every complaint in Priority 1 and Priority 2 tiers receives a substantive investigation. The investigation process follows a structured methodology designed to ensure accuracy, impartiality, and proportionality of outcome.

Step 1: Evidence Collection

Our investigator will retrieve all relevant Platform data, including account activity logs, message records, transaction histories, content metadata, and prior enforcement actions. We may also request additional evidence from the complainant or, where appropriate, from other parties involved.

Step 2: Rights of Parties to Respond

Where a complaint is directed against another user, that user will ordinarily be notified that a complaint has been received unless doing so would compromise the investigation or cause harm to the complainant. The subject of the complaint will be given a reasonable opportunity to provide their account of events before a final decision is made.

Step 3: Policy and Legal Assessment

The investigator evaluates the evidence against SGSuperFans' Terms of Service, Content Policies, Complaints Policy, and applicable law. Where a complaint raises novel legal issues, the matter is escalated to our in-house legal team and, if necessary, to external legal counsel.

Step 4: Decision and Documentation

A written decision is produced that summarizes the evidence, the policy or legal provisions applied, the finding of fact, and the outcome. This decision is retained in our complaints management system for the period described in Section 18.

Step 5: Communication of Outcome

The complainant is notified of the outcome in writing. The notification will state what action, if any, was taken and will include information on how to appeal. We will tell you if we cannot share certain details due to the privacy rights of the other party or ongoing legal proceedings.

We are committed to resolving complaints within the following target timelines, measured from the date of complete complaint submission (that is, from the date we have all information necessary to begin a substantive investigation).

Timeline Extensions

Where a complaint requires an extended investigation, we will notify you before the original target date expires, explain the reason for the extension, and provide a revised expected completion date. We will provide status updates at least every 10 business days until the matter is resolved.

Following the completion of an investigation, SGSuperFans may take one or more of the following actions, as appropriate to the severity of the finding and the category of complaint.

Actions Against a User or Creator

• Formal Warning: A written notice to the subject that their conduct or content has been found to violate our policies. A warning is recorded on the account and taken into account in any future enforcement decisions.
• Content Removal: Removal of specific posts, media, messages, or listings that violate our policies. Where legally required, we may be required to preserve copies for regulatory or law enforcement purposes.
• Feature Restriction: Temporary or permanent removal of specific Platform features, including the ability to message certain users, to publish specific content types, or to access monetization tools.
• Temporary Suspension: A defined-period suspension of the user's account during which they cannot access the Platform. Pending Creator payouts are held during the suspension period.
• Permanent Termination: Permanent closure of the account with forfeiture of any outstanding balance in cases of serious, repeated, or criminal violations.
• Law Enforcement Referral: Where we have a reasonable belief that criminal activity has occurred or is occurring, we will refer the matter to the relevant law enforcement agency or regulatory authority without further notice to the parties.

Remedies for Complainants

• Refund or Credit: A full or partial refund, or a Platform credit, where a billing error, unauthorized charge, or Creator non-delivery is substantiated.
• Account Restoration: Reinstatement of an account that was suspended or terminated in error.
• Content Restoration: Re-publication of content that was incorrectly removed.
• Data Action: Completion of a data access, correction, deletion, or portability request in accordance with our Privacy Policy and applicable privacy law.

No-Action Decisions

Where an investigation finds no violation of our terms or applicable law, or where the complaint is outside the scope of this Policy, we will issue a no-action decision with a written explanation. A no-action decision is subject to appeal under Section 15.

SGSuperFans processes payments through PCI-DSS compliant third-party payment processors. We are committed to resolving all billing disputes fairly and with full transparency.

Unauthorized Charges

If you believe a charge has been made to your payment method without your authorization, you should notify us immediately at billing@sgsuperfans.com and include the transaction ID, date, and amount. We will investigate within 5 business days and issue a refund if the charge is confirmed as unauthorized. You should also notify your card issuer or bank in accordance with their procedures.

Subscription Disputes

If you have been charged for a subscription you believed was cancelled, or if you were charged an incorrect amount following a price change, provide us with the subscription details and your cancellation confirmation if available. We will review your account history and, where an error is confirmed, issue a credit or refund for the incorrect charge. No refunds are issued for subscription periods that were already consumed, in accordance with our Terms of Service.

Creator Payout Disputes

Creators who believe a payout has been calculated incorrectly, withheld without valid reason, or processed to an incorrect account should contact us at payouts@sgsuperfans.com with the relevant payout reference number. Payout disputes are reviewed by our Finance team and resolved within 10 business days in standard cases.

Pay-Per-View and Event Purchases

If you purchased pay-per-view content or an event ticket and were unable to access the content due to a Platform error, or if the Creator cancelled or materially changed the event, you are entitled to a full refund. Submit your complaint at the Support Portal with the transaction ID and a description of the access issue.

Chargeback Process

Filing a chargeback with your card issuer before contacting SGSuperFans may result in your account being suspended pending investigation, as required by our payment processing agreements. We encourage you to contact us first, as we can often resolve billing disputes faster than the card dispute process. Fraudulent or abusive chargebacks may result in permanent account termination and referral to FINTRAC or law enforcement.

The Creator-Fan relationship on SGSuperFans is governed by our Terms of Service and Content Policies. Creators are independent contractors responsible for their own content and delivery commitments. SGSuperFans acts as the platform operator and enforcer of minimum standards.

Creator Non-Delivery

If you paid for a specific deliverable such as a custom shoutout, a paid direct message response, or a piece of commissioned content and the Creator has not delivered within the stated or reasonable timeframe, you may file a non-delivery complaint at the Support Portal. Our team will contact the Creator and allow 48 hours for delivery before issuing a refund. Creators found to have repeated non-delivery issues face monetization restrictions.

Misrepresentation of Content

If a Creator's subscription description, content listing, or event description materially misrepresented what was offered and you made a purchase based on that representation, submit a complaint with evidence of the represented offering and what was actually delivered. If misrepresentation is substantiated, you will receive a refund and the Creator will receive a formal policy strike.

Offensive or Policy-Violating Content

Use the in-platform report button to flag specific posts or messages that violate our Content Policies or Terms of Service. Provide context about why you believe the content violates our rules. Our moderation team reviews all reports and takes action where violations are confirmed. You will receive a notification of the outcome within the standard investigation timelines.

Disputes Between Creators

Creators who have disputes with other Creators regarding content copying, impersonation, or business interference should submit a formal complaint to trust@sgsuperfans.com with supporting evidence. Intellectual property disputes should be submitted through the process described in Section 14.

SGSuperFans takes its obligations under the Personal Information Protection and Electronic Documents Act (PIPEDA), the Consumer Privacy Protection Act (CPPA, upon commencement), and any other applicable privacy legislation very seriously. All privacy complaints are handled by our dedicated Privacy Officer.

Data Access Requests

You have the right to request access to personal information that SGSuperFans holds about you. Submit your request to privacy@sgsuperfans.com with proof of identity. We will respond within 30 days. In complex cases, we may extend this to 60 days with notice.

Data Deletion Requests

You may request deletion of your account and personal data subject to our legal obligations to retain certain records. Deletion requests are processed within 30 days. Certain information may be retained in anonymized or aggregated form or where we are required by law to retain specific records such as age verification data, financial records, and legal hold materials.

Unauthorized Disclosure Complaints

If you believe that your personal information has been disclosed without your consent, shared with a third party improperly, or exposed in a data breach, contact our Privacy Officer immediately at privacy@sgsuperfans.com. We will acknowledge within 24 hours, investigate, notify affected individuals as required under applicable breach notification rules, and report to the Office of the Privacy Commissioner of Canada (OPC) where the breach poses a real risk of significant harm.

Marketing Opt-Out

If you believe you are receiving marketing communications after having opted out, or if your preferences have not been honored, submit a complaint to privacy@sgsuperfans.com referencing your opt-out date. We will correct any error within 10 business days and suppress future communications. Under Canada's Anti-Spam Legislation (CASL), we are required to honor opt-out requests within 10 business days.

The safety of every person on the SGSuperFans platform is our highest priority. We maintain a zero-tolerance policy towards harassment, threats, intimidation, and any conduct that compromises user safety.

Harassment and Threats

If you have received messages, comments, or other communications that contain threats of harm, persistent unwanted contact, or content that a reasonable person would find menacing or abusive, use the in-platform block and report function immediately and then submit a formal complaint at trust@sgsuperfans.com. Include screenshots and timestamps of the offending communications. If the threat involves a risk to life or physical safety, contact law enforcement before filing with us.

Non-Consensual Intimate Imagery

If intimate images or videos of you have been shared on the Platform without your consent, this is treated as a Priority 1 emergency. Use the emergency report function in the Platform or email trust@sgsuperfans.com with the subject line “URGENT: NCII Report.” We will review and remove confirmed non-consensual intimate imagery within 2 hours of a report being filed. Your identity will be protected throughout this process.

Child Safety Reports

Any report involving the sexual exploitation of a minor, child grooming, or contact by an adult with a minor in a sexual context is treated as a Priority 1 emergency and reported immediately to the Canadian Centre for Child Protection (C3P), the National Center for Missing and Exploited Children (NCMEC), and local law enforcement. No internal complaint process is required for child safety reports. Use the emergency reporting button or email trust@sgsuperfans.com immediately.

Impersonation

If another user is impersonating you or a third party on the Platform, including using your name, likeness, or photographs without permission, submit an impersonation complaint with evidence of your identity and examples of the impersonating account or content.

SGSuperFans respects intellectual property rights and has adopted a formal process for handling copyright and trademark claims in accordance with the Digital Millennium Copyright Act (DMCA), the Copyright Act (Canada), and other applicable intellectual property laws.

DMCA Copyright Takedown Notices

If you believe that content on the Platform infringes your copyright, send a DMCA takedown notice to our Designated Copyright Agent at dmca@sgsuperfans.com. Your notice must include: (a) identification of the copyrighted work claimed to be infringed; (b) identification of the infringing material and its location on the Platform; (c) your contact information; (d) a statement of good faith belief that the use is not authorized; (e) a statement that the information in the notice is accurate and, under penalty of perjury, that you are authorized to act on behalf of the copyright owner; and (f) your electronic or physical signature. We will process valid DMCA notices within 5 business days.

DMCA Counter-Notifications

If your content has been removed in response to a DMCA notice and you believe the removal was in error, you may submit a counter-notification to dmca@sgsuperfans.com. The counter-notification must meet the requirements of 17 U.S.C. Section 512(g)(3). Upon receipt of a valid counter-notification, we will forward it to the original complainant and restore the content within 10 to 14 business days unless the complainant notifies us that they have filed a court action.

Trademark Complaints

For trademark infringement complaints, including unauthorized use of a registered mark in a Creator username or content, contact legal@sgsuperfans.com with evidence of your trademark registration and the infringing use. Trademark complaints are reviewed within 10 business days.

Repeat Infringer Policy

SGSuperFans maintains a repeat infringer policy. Accounts that are the subject of multiple substantiated intellectual property complaints will be subject to progressive enforcement up to and including permanent termination of their account and all associated monetization privileges.

If you disagree with the outcome of a complaint investigation, you have the right to appeal the decision. The appeal process is entirely separate from the original investigation and is conducted by personnel who were not involved in the initial review.

Grounds for Appeal

• The decision was based on factually incorrect information that you can now disprove.
• Material evidence that was not available during the original investigation is now available and is likely to change the outcome.
• The investigation process was not followed in accordance with this Policy.
• The action taken was disproportionate to the finding in a way that constitutes manifest unreasonableness.

How to File an Appeal

• Submit your appeal by email to appeals@sgsuperfans.com within 30 days of receiving the decision you wish to appeal.
• Include your original complaint reference number in the subject line of your email.
• Clearly state the grounds for your appeal and provide any new evidence or argument you wish us to consider.
• Appeals submitted without a reference number or submitted outside the 30-day window will not be processed unless exceptional circumstances exist.

Appeal Review and Timeline

Appeals are acknowledged within 2 business days and resolved within 20 business days of acknowledgment. A senior member of our Trust and Safety team or a member of our Legal team will conduct the appeal review, depending on the nature of the complaint. The outcome of the appeal will be communicated to you in writing.

Finality of Appeal Decisions

The decision on appeal is the final decision of SGSuperFans under this internal complaints process. No further internal appeals will be accepted. Following an unsuccessful appeal, you retain the right to pursue the matter through external regulatory bodies as described in Section 16 or through legal proceedings as permitted under our Terms of Service.

If you remain dissatisfied after the conclusion of this internal complaints process, including any appeal, you have the right to escalate the matter to the relevant external regulatory or statutory body. SGSuperFans fully cooperates with all regulatory investigations.

Privacy and Data Protection

• Office of the Privacy Commissioner of Canada (OPC): For complaints about the handling of your personal information under PIPEDA. Contact at priv.gc.ca or 1-800-282-1376.
• Provincial Privacy Commissioners: For residents of Alberta, British Columbia, and Quebec, additional provincial privacy commissioners have jurisdiction over certain types of personal information complaints.

Consumer Protection

• Consumer Protection Ontario: For consumer protection complaints related to unfair business practices, billing, or contract disputes.
• Competition Bureau Canada: For complaints involving deceptive marketing or anti-competitive conduct.
• Better Business Bureau (BBB): For general business conduct complaints.

Financial Complaints

• Financial Consumer Agency of Canada (FCAC): For complaints about payment processing practices.
• Your Card Issuer or Bank: For unresolved billing disputes, you may initiate a formal chargeback after completing our internal complaints process without satisfactory resolution.

Content and Law Enforcement

• Canadian Centre for Child Protection (C3P): For reporting child sexual exploitation material at cybertip.ca.
• Local Police Services: For complaints involving criminal conduct, including threats, fraud, extortion, or non-consensual intimate imagery which may constitute a criminal offence under the Criminal Code of Canada.
• Canadian Radio-television and Telecommunications Commission (CRTC): For complaints relating to Canada's Anti-Spam Legislation (CASL), including unsolicited commercial electronic messages.

The integrity of our complaints process depends on all parties acting honestly and in good faith. Abuse of this process undermines our ability to protect genuine complainants and imposes significant costs on the Platform and on users who are the subject of false accusations.

What Constitutes Abuse

• Submitting a complaint that you know, or ought to know, contains materially false information.
• Fabricating, altering, or selectively presenting evidence to mislead an investigator.
• Filing multiple complaints about the same issue after a final decision has been made, without new information or grounds that would warrant reconsideration.
• Using the complaints process as a tool to harass or intimidate another user, Creator, or SGSuperFans employee.
• Filing a complaint with the primary purpose of causing reputational or commercial harm to a Creator rather than to address a genuine grievance.

Consequences of Abusive Complaints

• Termination of the right to use the complaints process, with future submissions subject to enhanced scrutiny.
• Account suspension or permanent termination where the abuse is serious or causes harm to third parties.
• Civil liability to the subject of the false complaint for damages resulting from the false allegations, including reputational harm and loss of earnings.
• Referral to law enforcement where the false complaint constitutes a criminal offence such as fabricating evidence, mischief, or defamatory libel.

SGSuperFans maintains comprehensive records of all complaints, investigations, decisions, and appeals. These records serve multiple legitimate purposes, including legal compliance, quality assurance, regulatory reporting, and the improvement of our Trust and Safety practices.

Retention Periods

Accessing Your Complaint Records

You may request a copy of your own complaint records by submitting a data access request to privacy@sgsuperfans.com. We will provide the records within 30 days subject to any redactions required to protect the privacy of third parties involved in the complaint.

Aggregate Reporting

SGSuperFans may publish periodic transparency reports that contain aggregate and anonymized complaints data, including volume, categories, resolution rates, and enforcement actions. No individual will be identifiable from these reports. Transparency reporting reflects our commitment to public accountability on Trust and Safety matters.

SGSuperFans may update this Complaints Policy from time to time to reflect changes in applicable law, regulatory requirements, our internal processes, or the features and services available on the Platform. We are committed to policy changes being transparent and communicated clearly.

Material Changes

Material changes to this Policy, defined as changes that reduce user rights, alter resolution timelines in ways that are materially less favorable to users, or change the categories of complaints we accept, will be communicated by email to all registered users at least 14 days before the effective date. We will also display a prominent notice on the Platform during this notice period.

Non-Material Changes

Non-material changes such as corrections of typographical errors, clarification of existing language, addition of new complaint channels, or editorial improvements may take effect immediately upon posting to the Platform. The “Last Updated” date at the top of this Policy will be updated each time a change is made.

Continued Use

Your continued use of the Platform after the effective date of any change to this Policy constitutes your acceptance of the updated Policy. If you do not agree with a material change, you should discontinue using the Platform and close your account before the change takes effect.

Archived Versions

Previous versions of this Policy are archived and available upon request by email to legal@sgsuperfans.com. The version of this Policy in force at the time a complaint is filed governs the handling of that complaint throughout its lifecycle.

Use the most appropriate contact for your matter to ensure your complaint reaches the right team quickly. All contacts below are monitored by dedicated personnel during business hours (Monday to Friday, 9am to 6pm Eastern Time), with Priority 1 channels monitored around the clock.

Postal Address

Written correspondence may be addressed to:
SGSuperFans Inc.
Compliance and Trust Department
Toronto, Ontario, Canada
Attn: Complaints Officer

Response Commitment

We acknowledge all complaints within 1 business day (email and portal) or within 5 business days (postal submissions). Acknowledgment is not a resolution. A full investigation and response follows in accordance with the timelines in Section 8. We will never leave a properly submitted complaint without a substantive response.