Complaints and Appeals Policy

Effective date: 10 June 2026

1. About this policy

1.1 This Complaints & Appeals Policy sets out how to complain about anything relating to Heduno and how we handle complaints and appeals. If you are a User, it forms part of your agreement with us. You do not need to be a User to use it — anyone can raise a complaint.

1.2 "Business days" means any day that is not a Saturday, Sunday or public holiday in England. Defined terms otherwise have the meaning given in the Terms of Service.

2. How to complain

2.1 To raise a complaint (including about Content or the conduct of a User), email support@heduno.com with your name, contact details, a description of the complaint and, where relevant, the specific Content concerned. You can also use the in-product "Report" function, which routes to our moderation team.

3. Illegal or non-consensual Content

3.1 When we receive a complaint under clause 2 about illegal or non-consensual Content:

• (a) we will investigate within a timescale appropriate to the complaint and, in any event, in good faith within seven (7) business days;

• (b) we may contact you for further information;

• (c) if we are satisfied the Content is unlawful or non-consensual, we will remove it promptly and notify you of our decision;

• (d) if we are satisfied it is not, we will notify you of that decision.

3.2 We act on priority illegal content in line with our duties under the Online Safety Act 2023, and we report child sexual abuse and exploitation material to the National Crime Agency (including CEOP) and the Internet Watch Foundation, and other illegal content to the relevant authorities, as required. Reports and actions are logged.

4. Copyright complaints

4.1 Complaints about copyright infringement must be made under our DMCA / Copyright Policy, and we respond to them as set out there.

5. Other complaints

5.1 For other complaints, we will investigate within a timescale appropriate to the matter and take the action we consider appropriate, including removing Content that breaches our terms. As an indication, we aim to acknowledge complaints within 2 business days and to resolve straightforward complaints within 10 business days, telling you if a matter will take longer.

6. Telling you the outcome, and appeals

6.1 We will tell you the outcome of your complaint, at least in summary.

6.2 Appeals. If you are affected by a moderation or enforcement decision (for example, your Content is removed or your Account is suspended), you can appeal. Appeals are handled separately from the original decision, through our appeals process, and you can appeal free of charge for at least six months from the decision. We will tell you the outcome of your appeal. Where the decision affects a User in the EU or EEA, we also provide a statement of reasons for the original decision and you may, in addition to appealing here, use a certified out-of-court dispute-settlement body or pursue a remedy before a court (Terms of Service clause 7.10).

7. Bad-faith complaints

7.1 If you are a User, you agree not to make a complaint that is wholly unjustified, abusive or made in bad faith. If you do, we may suspend or terminate your Account.