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. Complex complaints may take up to 28 days to resolve fully, in which case we will keep you informed of progress.

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).

6. Response Times Summary