Complaints & Content Removal

1. How to Make a Complaint

We are committed to resolving complaints promptly and fairly. To submit a complaint, please email support@myshrine.io with the subject line "Complaint".

We will acknowledge all complaints within 24 hours and aim to resolve all complaints within 5 business days. If a complaint needs information from a third party we will keep you informed, and every complaint is resolved within 7 business days at the latest.

2. Content Removal Requests

If you believe that content on MyShrine:

• Violates our Content Moderation Policy;
• Infringes your copyright (see our DMCA / Copyright Policy);
• Depicts you without your consent;
• Constitutes illegal content; or
• Otherwise should be removed;

please email support@myshrine.io with the subject line "Content Removal Request" and include the following information:

• Your name and contact details;
• The URL or a clear description of the content you wish to be removed;
• The reason for your removal request;
• If your request is based on copyright infringement: evidence of your ownership of the relevant intellectual property.

We review all content removal requests within 72 hours of receipt. Urgent reports — in particular those relating to child safety — are escalated immediately upon receipt regardless of the time of day.

3. GDPR / Personal Data Removal Requests

To request deletion of your personal data under the UK GDPR or EU GDPR ("right to erasure"), please email support@myshrine.io with the subject line "Data Erasure Request".

Please refer to our Privacy Policy for full details of your data rights and the circumstances in which erasure may be subject to legal retention obligations.

4. Child Safety — Urgent Reports

We cooperate fully with law enforcement authorities and take all such reports with the utmost seriousness. Upon receipt of a credible child safety report, we will take immediate action, including suspension of the relevant account and preservation of evidence for law enforcement.

5. Escalation

If you are not satisfied with our response to your complaint, you may escalate to the following external bodies:

UK Users

• Information Commissioner's Office (ICO) — for data protection and privacy complaints: ico.org.uk
• Advertising Standards Authority (ASA) — for advertising and marketing complaints: asa.org.uk

EU Users

• Your local data protection supervisory authority (for data protection complaints).
• Your local consumer protection authority (for consumer rights complaints).
• EU Online Dispute Resolution (ODR) Platform: The European Commission provides an online dispute resolution platform for consumers in the EU. You can access it at ec.europa.eu/consumers/odr. Our email for ODR purposes is support@myshrine.io.

6. Alternative Dispute Resolution (ADR)

In accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, we are required to inform you that:

• If we are unable to resolve your complaint through our internal process, you may be able to refer the matter to an approved alternative dispute resolution (ADR) provider.
• We will consider ADR on a case-by-case basis and will inform you whether we are willing to participate in ADR proceedings for your specific dispute.
• A list of certified ADR providers in the UK is available from the Chartered Trading Standards Institute (CTSI) at tradingstandards.uk.

Nothing in this section prevents you from exercising your statutory rights or bringing a claim in court at any time.

7. Response Times Summary