1. Introduction:This document set out our complaints policy. If you are a User of Ching Ching, this Complaints Policy forms part of your agreement with us.
2. Who we are and how to contact us:Ching Ching is operated by We Run Thiss Group B.V. a private company with limited liability registered in the Netherlands, with its registered office and business address in Rotterdam at the address (Wijdehof 54 registered in the trade register of the Chamber of Commerce in the Netherlands under number 82541841 also trading under the name Ching Ching.
3. Interpretation:In this Complaints Policy, defined terms have the same meanings given to them in the Terms and Conditions for all Users. In addition, the term “business days” means any day which is not a Saturday, Sunday or public holiday in the Netherlands.
4. Who can use this Complaints Policy?Whether or not you are a User of Ching Ching, you can use this Complaints Policy to alert us to any complaint which you have relating to Ching Ching.
5. How to make a complaint:If you have a complaint about Ching Ching (including any complaint about Content appearing on Ching Ching or the conduct of a User), please send your complaint to customersupport@chingching.com including your name, address, contact details, a description of your complaint and, if your complaint relates to Content, the URL for the Content to which your complaint relates.

If you are unable to contact us by email, please write to us at the following address: We Run Thiss Group B.V.  (3075 DT)  Wijdehof 54, Rotterdam, the Netherlands.

6. How we will deal with complaints of illegal or non-consensual Content:Following receipt of your complaint of illegal or non-consensual Content under article 5 above:
   1. 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;
   2. if we require further information or documents from you, we will contact you to let you know;
   3. we will in good faith investigate your complaint within seven (7) business days;
   4. if we are satisfied that the Content is unlawful or non-consensual, we will immediately remove such Content, and we will notify you of our decision by email or other electronic message;
   5. if we are satisfied that the Content is not unlawful or non-consensual, we will notify you of our decision by email or other electronic message.
7. How we will deal with other complaints: Following receipt of other complaints (including complaints related to other breaches of our Acceptable Use Policy) under article 5above:
   1. 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;
   2. if we require further information or documents from you, we will contact you to let you know;
   3. we will in good faith take such actions as we consider appropriate to deal with the issue which your complaint has raised. If you have complained about Content which appears on Ching Ching and we are satisfied that the Content otherwise breaches our Acceptable Use Policy, we will act quickly to remove such Content;
   4. we are not obligated to inform you of the outcome of your complaint.
8. Unjustified or abusive complaints: If you are a User of Ching Ching, you warrant (which means you make a legally enforceable promise) 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.

Version July 2023