This policy covers three things: how to complain about content or an account on FWDLink, what we do with a complaint, and how to appeal a decision we made about you. Anyone can use it. You do not need an account, and you do not need to be involved in the content you are complaining about.
1. Where to send what
- Content that is illegal, non-consensual, or appears to involve a minor — use Report Content & Takedown Requests. These are triaged ahead of everything else. See the Child Safety & Non-Consensual Content Policy.
- Copyright — use the DMCA Notice & Takedown Policy. Copyright has its own statutory process and does not go through this one.
- Billing, refunds, and charges you do not recognise — use the Refund & Cancellation Policy.
- A privacy request — see the Privacy Policy or the Do Not Sell / CCPA page.
- Everything else, including a complaint about how we handled something and any appeal against a decision — this policy. Start at Support if you are signed in, or Contact us if you are not.
2. What makes a complaint easy to act on
Tell us:
- The exact link to the page, post, album, message, or account.
- What is wrong with it, in your own words.
- Whether you are personally affected — for example, whether you appear in the content.
- An email address we can reply to.
- Any deadline you are working to, such as a legal or law-enforcement request.
Do not attach copies of intimate images to support a complaint. Send the link. We can see the content ourselves.
3. How we triage
Complaints go into one of three lanes.
- Urgent. Apparent child sexual abuse material, non-consensual intimate imagery, trafficking or coercion, and credible threats of imminent harm. Content is restricted while we review rather than after, and the report is escalated straight away.
- Standard. Policy violations, impersonation, private information, harassment, spam, misleading listings, and mislabelled adult content. Reviewed in turn.
- Low. Matters that are not violations — disagreements about taste, disputes between users, or complaints about a Creator's pricing. We may close these with an explanation and no action.
4. Response times we work to
These are the targets our team works to. They are not a contractual guarantee, and a complex investigation can take longer — if it does, we will tell you.
- Acknowledgement: within 1 business day.
- Urgent reports: content restricted on receipt; outcome as soon as the review is complete, and faster than the standard target.
- Outcome on a content complaint: within 7 business days.
- Outcome on an appeal: within 10 business days of receiving it.
- Billing and refund decisions: acknowledged within 2 business days, decided within 10 business days, as set out in the Refund Policy.
5. How a complaint is reviewed
- Acknowledgement. We confirm we have it and give you a reference.
- Assessment. A person reviews the content against our Terms of Service, Acceptable Use Policy, and the applicable policy. Automated tools may flag content for review, but a person makes the removal decision.
- Records check. Where the complaint concerns a person shown in content, we check the identity and consent records the uploader submitted.
- Decision. Options are set out in section 6.
- Notice. We tell you the outcome. We tell the person whose content or account is affected what we did and why, unless telling them would put someone at risk or interfere with a law-enforcement matter.
We may not be able to share details about another person's account, even when you were the one who reported it.
6. What we can decide
- Leave the content up.
- Add a label, or restrict it to age-confirmed viewers.
- Remove it.
- Suspend the ability to sell, while keeping the account open.
- Suspend the account temporarily.
- Terminate the account.
- Withhold or reverse earnings connected to the content, as set out in the Creator Terms.
- Preserve records and notify authorities, where the law requires it.
7. Strikes and repeated violations
Enforcement is generally graduated. A first, minor violation usually results in removal and a warning. Repeated violations escalate through restriction of selling features, temporary suspension, and termination.
Some categories skip the ladder entirely and result in immediate termination:
- Sexual content involving anyone under 18, in any form.
- Non-consensual intimate imagery.
- Trafficking, coercion, or commercial sexual exploitation.
- Falsified identity documents or consent records.
- Repeated copyright infringement, under our repeat-infringer policy.
Creating a new account to get around an enforcement action is itself a violation and will result in the new account being closed.
8. Appeals
8.1 What you can appeal
- Removal or restriction of your content.
- Suspension or termination of your account.
- Suspension of your ability to sell.
- A decision declining your identity verification.
- The outcome of a complaint you made.
8.2 How to appeal
Reply to the notice we sent you, or open a ticket from Support with the subject Appeal a decision. Tell us what decision you are appealing, the reference if you have one, and what you think we got wrong. New information helps — an appeal that only restates the original position rarely changes the outcome.
Appeal within 30 days of the decision where you can. We may still look at a later appeal, but evidence gets harder to reconstruct.
8.3 How appeals are handled
Where we have someone available who did not make the original decision, they review the appeal. We are a small team, and we will not pretend otherwise: if that is not possible, the review is done by the same person with fresh eyes and the reason for the original decision set aside. We will tell you the outcome and the reason.
8.4 What is not reinstated
- Content removed because it involved, or appeared to involve, a minor. This is never reinstated.
- Content removed at the request of a person shown in it who has withdrawn consent.
- Accounts terminated for trafficking, coercion, or falsified records.
You can still appeal a decision in these categories if you believe we identified the wrong account or the wrong content. We will check that.
9. If you are still unhappy
Tell us. Reply to the final decision and say you want it escalated, and it goes to someone more senior. Beyond that, section 22 of the Terms of Service sets out informal resolution, arbitration, and the courts.
Nothing in this policy limits a right you have under the law where you live, including any right to complain to a regulator or to go to court.
10. Complaints made in bad faith
Reporting content you know does not violate anything, filing reports to harass a Creator, or submitting deliberately false legal notices may cost you access to the reporting tools or to your account. Knowingly false statements in a copyright notice can carry liability under the law that governs it.
11. What we record
We keep a record of complaints, the review, the decision, and any appeal, so that we can be consistent, spot patterns, and answer questions later. The Privacy Policy explains how that information is handled.
12. Contact
Support when signed in; Contact us when not; Report Content & Takedown Requests for anything urgent.
WorkFotos LLC, dba FWDLink — Trust & Safety
2125 Biscayne Blvd, Ste 204 #21075
Miami, FL 33137-5029