Cosplayground Complaints Policy
1. Introduction
This document sets out our complaints policy. If you are a User of Cosplayground.com, this Complaints Policy forms part of your agreement with us.
2. Who we are and how to contact us
Cosplayground.com is operated by MK Intertainment LLC, 332 S Michigan Ave Ste 1032 #M235, Chicago, IL, 60604-4434.
3. Interpretation
In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use. In addition, the term "business days" means any day which is not a Saturday, Sunday, or public holiday in the USA.
4. Who can use this Complaints Policy?
Whether you are a User of Cosplayground.com, you can use this Complaints Policy to alert us to any complaint which you have relating to Cosplayground.com.
5. How to make a complaint or request for content removal
If you have a complaint about Cosplayground.com (including any complaint about Content appearing on Cosplayground.com or the conduct of a User), please send your complaint to [email protected] or by completing our Complaint Online Form, 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.
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 section 5 above:
- 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 in good faith investigate your complaint within seven (7) business days;
- 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;
- 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.
- Any dispute regarding our determination that Content is non-consensual will be submitted by us to a neutral arbitration association at our expense.
7. How we will deal with complaints related to copyright infringement
An actor will notify us if they have an issue with content posted to our site. There is a direct link to our contact page (Complaint Online Form) which is located at the footer. They can also contact us directly at [email protected]. Once we receive the message, a trouble ticket is automatically created and the customer service team is notified. Our internal policy is to review the merits of each request and decide within seven days whether to remove it or keep the content on the site. If necessary, we will refer to our Legal Department who will reply to the actor on our behalf. Any appeals will be vetted through our Legal Department.
8. How we will deal with other complaints
Following receipt of other complaints (including complaints related to other breaches of our Terms of Use) under section 5 above:
- 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 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 Cosplayground.com and we are satisfied that the Content otherwise breaches our Terms of Use), we will act quickly to remove such Content;
- we are not obligated to inform you of the outcome of your complaint.
9. Unjustified or abusive complaints
If you are a User of Cosplayground.com, 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.