01Introduction

This document sets out our complaints policy. If you are a User of SWAG, this Complaints Policy forms part of your agreement with us.

Who we are and how to contact us

Interpretation

In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use for all Users. In addition, the term "business days" means any day which is not a Saturday, Sunday or public holiday in Taiwan.

Who can use this Complaints Policy?

Whether or not you are a User of SWAG, you can use this Complaints Policy to alert us to any complaint which you have relating to SWAG.

02How to Submit a Complaint

Customers and users can submit complaints (including any complaint about Content appearing on SWAG or the conduct of a User) through the following methods:

• Email: support@swag.live
• Online Customer Service: Available on the platform (open the Personal Center after logging in).
• You can also submit a complaint through the following link: CCBill Content Removal Request

03Required Information

To expedite processing, please provide the following information:

• Your name, address, and contact details (or Account details if you are a registered User)
• Date and time of the incident
• A brief description of the issue or complaint
• The URL for the Content to which your complaint relates (if applicable)
• Relevant screenshots or videos (if applicable)

04Response Time (SLA)

• We will reply to emails within 1 hour of receiving the complaint.
• High Priority Incidents (such as suspected severe policy violations, illegal content, or non-consensual material) will be investigated and resolved within 24 hours.
• For other or more complex issues, we will in good faith investigate and aim to resolve them within seven (7) business days. If additional time is required, we will notify you.

05Illegal or Non-consensual Content

Following receipt of your complaint of illegal or non-consensual Content:

• We will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint.
• If we require further information or documents from you, we will contact you to let you know.
• We will investigate and resolve complaints regarding unlawful or non-consensual content immediately and within 24 hours.
• If we are satisfied that the Content is unlawful or non-consensual, we will immediately remove such Content and notify you of our decision.
• If we are satisfied that the Content is not unlawful or non-consensual, we will notify you of our decision.
• Any dispute regarding our determination will be submitted by us to a neutral arbitration association at our expense.

06Copyright Infringement

Complaints related to copyright infringement must be submitted in accordance with our DMCA Policy, and we will respond to copyright infringement complaints as set out in such policy.

07Other Complaints

Following receipt of other complaints (including breaches of our Acceptable Use Policy):

• We will investigate within a timescale appropriate to the nature of your complaint.
• We will in good faith take such actions as we consider appropriate. If the Content breaches our Acceptable Use Policy, we will act quickly to remove such Content.
• We are not obligated to inform you of the outcome of your complaint.

08Unjustified or Abusive Complaints

If you are a User of SWAG, you warrant that you will not make any complaint under this Complaints Policy which is wholly unjustified, abusive, or made in bad faith. If we determine that you have breached this warranty, we may suspend or terminate your User account.