Complaints Policy

Onely Inc. is committed to transparency, fairness, and compliance with applicable U.S. state, federal, and international laws. Complaints are handled in a consistent, documented, and auditable manner.

A complaint may relate to, but is not limited to:

• Account suspension, termination, or feature restrictions.
• Content moderation or enforcement decisions.
• Age verification, identity verification, or KYC outcomes.
• Billing, payments, subscriptions, refunds, or charge disputes.
• Alleged misuse or mishandling of personal data.
• Service availability, outages, or platform performance issues.
• Conduct of Onely Inc. staff, contractors, or moderators.

Complaints may be submitted by current or former registered users, individuals directly affected by a moderation or enforcement decision, and authorized representatives acting on behalf of a user with proper authorization.

Onely Inc. may decline complaints that lack sufficient identifying information or a direct connection to the platform.

Complaints should be submitted through support or reporting tools within the Onely platform, or by contacting legal@onely.cc. Complaints should include:

• Relevant account, transaction, or reference IDs.
• Applicable dates and context.
• A clear description of the issue.
• Any supporting documentation or evidence, if available.

Onely Inc. acknowledges complaints within a reasonable timeframe and reviews them through trained personnel. Where feasible, the review is conducted independently of the original decision.

Investigations may involve trust and safety, moderation, compliance, legal, billing, payments, or technical teams. Relevant audit logs, moderation records, enforcement history, and system data may be reviewed.

Possible outcomes include, but are not limited to:

• Confirmation of the original decision.
• Modification or reversal of an enforcement action.
• Correction of billing or account-related errors.
• Clarification of policy application.
• Escalation to regulators or authorities where legally required.

Complaints may be declined or closed if they relate to clearly prohibited content or conduct, attempt to bypass verification or moderation safeguards, involve illegal activity, fraud, platform abuse, harassment, or bad-faith submissions.

Complaint data is processed in accordance with applicable data protection and privacy laws. Access to complaint records is restricted to authorized personnel.

Where required by law, payment network rules, or regulatory obligations, complaint information and findings may be disclosed to payment processors, card networks, regulators, or law enforcement agencies.

All complaints, notices, and formal correspondence relating to this Complaints Policy should be sent to legal@onely.cc.