COMPLAINTS POLICY

• Introduction: This document set out our complaints policy. If you are a User of FLINBO, this Complaints Policy forms part of your agreement with us.
• Who we are and how to contact us: FLINBO is operated Zoega LTD. We are a limited company registered in Cyprus, with company registration number HE 415522 and we have our registered office address at Tseriou 136, 2nd Floor, Strovolos CY 2405 (Cyprus).
• Interpretation: In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use for all Users. In addition, the term "business days" means any day which is not a Saturday, Sunday or public holiday in Cyprus.
• Who can use this Complaints Policy? Whether or not you are a User of FLINBO, you can use this Complaints Policy to alert us to any complaint which you have relating to FLINBO.
• How to make a complaint: To report content, the user must be registered and positioned within the game. By clicking on the vertical ellipsis, you will find the “REPORT” option. When starting the report, an incident with a unique ID will be created and the user must choose or detail the reason why they are reporting the content. FLINBO will receive the information and notify the user by email about the start of the incident. Within a maximum period of seven business days, the reported content will be evaluated and if any content is detected that may be illegal, non-consensual and/or that infringes intellectual property rights or that violates the laws or regulations established in our terms and conditions. for creators (https://info.flinbo.com/terms-creator), FLINBO will remove it completely. Once the incident has been analyzed and resolved, the user will be notified via email of its resolution, and if they decide to delete the content, the content creator will also be notified.
• 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; in case of complicated issue, we will inform you about the resolution time
• 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.

• How we will deal with complaints related to copyright infringement: Complaints related to copyright infringement must be submitted in accordance with the Law on Copyright and Related Rights of 1976 (Law No. 59/1976) incorporates all the amendments up to Law No. 77 (I)/2019), and we will respond to copyright infringement complaints as set out in such policy.
• How we will deal with other complaints: Following receipt of other complaints (including complaints related to other breaches of our Acceptable Use Policy) under section 5 above:

1. 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;
2. if we require further information or documents from you, we will contact you to let you know;
3. 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 FLINBO and we are satisfied that the Content otherwise breaches our Acceptable Use Policy, we will act quickly to remove such Content;
4. we will in good faith investigate your complaint within seven (7) business days; in case of complicated issue, we will inform you about the resolution time
5. 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;