Chargeback – Fraud Mitigation Policy
Purpose:
The Complaint and Content Removal Policy & Procedures ensures a structured and efficient process for addressing complaints about illegal or violating card brand standard content/activity and requests for content removal from individuals depicted. These procedures aim to maintain the integrity and compliance of the Model Media US website.
Scope:
This policy applies to all users and stakeholders of Model Media US. It outlines the processes for submitting complaints regarding illegal or violating card brand standard content and for individuals depicted in content to request its removal.
1. Complaint Process for Illegal or Violate card brand standard Content/Activity
Step 1: Submission of Complaint
- Who Can Submit: Any user or third party.
- How to Submit: Complaints can be submitted via email to [email protected] or through the complaint form on the website.
Information Required: Complainants must provide detailed information, including:
- Their full name and contact details.
- A description of the alleged illegal or violating card brand standard content/activity.
- URLs or specific locations on the website where the content/activity is found.
- Any supporting evidence or documentation.
Step 2: Acknowledgment of Complaint
- Timeframe: Within 48 hours of receiving the complaint.
- Procedure: The complainant will receive an acknowledgment email confirming receipt of their complaint.
Step 3: Review and Investigation
- Responsible Party: The Model Media US content moderation team.
- Timeframe: Initial review within 3 business days.
- Procedure: The content moderation team will:
- Assess the complaint to determine its validity.
- Investigate the content/activity in question.
- Consult with legal advisors if necessary.
Step 4: Decision and Action
- Timeframe: Within 2 business days from the start of the investigation.
- Procedure:
- If the content/activity is found to be illegal or violating card brand standard, it will be removed immediately.
- The complainant will be informed of the outcome and any actions taken.
Step 5: Reporting to Segpay
- How to Report: Via the Segpay Merchant Portal.
- Procedure: A report will be filed detailing the complaint and actions taken to ensure transparency and compliance with payment processing policies.
2. Content Removal Process for Depicted Individuals
Step 1: Submission of Content Removal Request
- Who Can Submit: Any individual depicted in the content.
- How to Submit: Requests can be submitted via email to [email protected] or through the content removal request form on the website.
- Information Required: Requestors must provide:
- Their full name and contact details.
- Proof of identity (e.g., government-issued ID).
- A description of the content to be removed.
- URLs or specific locations on the website where the content is found.
- Reason for the removal request.
Step 2: Acknowledgment of Request
- Timeframe: Within 48 hours of receiving the request.
- Procedure: The requestor will receive an acknowledgment email confirming receipt of their request.
Step 3: Review and Verification
- Responsible Party: The Model Media US content moderation team.
- Timeframe: Initial review within 3 business days.
- Procedure: The team will:
- Verify the identity of the requestor.
- Confirm that the requestor is depicted in the content.
- Assess the validity of the removal request.
Step 4: Decision and Action
- Timeframe: Within 2 business days from the start of the review.
- Procedure:
- If the request is deemed valid, the content will be removed from the website.
- The requestor will be informed of the outcome and any actions taken.
Step 5: Appeal Process
- Timeframe: Within 7 business days of the decision.
- Procedure: If the requestor disagrees with the decision, they can appeal by:
- Submitting a detailed appeal via email to [email protected].
- Providing additional evidence or information to support their appeal.