Complaints Policy

2.1 Illegal Content

• Constitutes or depicts child sexual abuse material (CSAM) or any sexual content involving a minor;
• Is non-consensual intimate imagery ("revenge porn") or was recorded or distributed without the consent of those depicted;
• Facilitates or promotes human trafficking, sexual exploitation, or coercion;
• Incites violence, hatred, or discrimination on the basis of a protected characteristic;
• Infringes third-party intellectual property rights (see also our DMCA Policy);
• Violates any applicable local, national, or international law.

2.2 Violations of pole.world Community Standards

• Depicts individuals who appear to be, or are claimed to be, under the age of 18;
• Was broadcast or published without the verified consent of all performers depicted;
• Contains deceptive, fraudulent, or misleading descriptions or thumbnails;
• Involves the harassment, abuse, or targeted threats directed at any individual;
• Includes the non-consensual disclosure of a person's private or personal information ("doxxing");
• Violates any other provision of pole.world's Terms of Service.

3.1 Online Reporting Tool

The preferred method for reporting content is through the Report button available on all live streams, VOD pages, and performer profiles. Select the most applicable reason from the provided categories and include any additional context in the free-text field.

3.2 Email

Complaints may also be submitted directly to our dedicated complaints team at complaints@pole.world. Please include the information listed in Section 3.3 to allow us to process your report efficiently.

3.3 Required Information

To be treated as a valid complaint, your submission should include:

• Your name and contact email address (anonymous reports will be accepted but may limit our ability to follow up with you);
• A clear description of the content you are reporting and why you believe it is illegal or in violation of our Standards;
• The URL, timestamp, or other identifying details of the specific content (e.g. stream date and time, performer name, or clip title);
• Any supporting evidence you are able to provide, such as screenshots or links, where applicable;
• Whether you are reporting as: (a) a third party; (b) a person directly depicted or affected by the content; or (c) a rights holder.

Step 1 - Acknowledgement (within 1 business day)

We will send an acknowledgement to the email address provided, confirming receipt and issuing a unique reference number. If the content reported appears to be manifestly illegal, in particular any content involving minors, it will be escalated immediately for emergency review and may be taken down pending investigation, without waiting for the full review process to conclude.

Step 2 - Initial Assessment (within 2 business days)

A member of our Trust & Safety team will conduct an initial assessment to:

• Confirm the complaint falls within the scope of this Policy;
• Identify the specific content and its location on the platform;
• Classify the complaint by type and severity;
• Determine whether precautionary measures (e.g. temporary content restriction) are appropriate pending a full review.

Step 3 - Full Investigation (within 5 business days of complete complaint receipt)

The Trust & Safety team will conduct a thorough investigation, which may include:

• Reviewing the reported content in full, including any available metadata;
• Cross-referencing against our Community Standards and Terms of Service;
• Reviewing age and consent verification records held for the relevant performer(s);
• Consulting with legal counsel where the complaint raises questions of law;
• Contacting the performer or user associated with the content to provide an opportunity to respond, except where doing so would prejudice the investigation or where emergency removal is warranted.

Step 4 - Decision and Notification (within 5 business days)

Upon conclusion of the investigation, we will:

• Determine the appropriate outcome (see Section 5);
• Implement any required actions (content removal, account suspension, referral to authorities, etc.);
• Notify the complainant of the outcome and the action taken, in writing, to the email address provided;
• Notify the affected performer or user of the complaint outcome and any action taken against their account, subject to any confidentiality requirements.