Complaints Policy

Effective as of December 12, 2022.


If you are a User of Passes, this Complaints Policy constitutes part of your agreement with us.


To file a complaint with Passes (including any complaint about Content appearing on Passes or the conduct of a User), please send the following details to help@passes.com or 1 S.E. 3rd Avenue, Suite 1440, Miami, FL 33131.


  • Your name,
  • Your address,
  • Your contact details,
  • A description of your complaint, including any relevant URL(s) of the content involved in the complaint.

Complaints about illegal or non-consensual content

After we receive a complaint about illegal or non-consensual content:

  • we will take steps that we deem necessary to address your complaint within a timescale commensurate with its nature and severity,
  • we will contact you if we need more information or documents from you to address your complaint,
  • we will in good faith investigate and attempt to resolve your complaint within seven (7) business days,
  • if we ascertain that the Content in question is unlawful or non-consensual, it will be immediately removed, and we will notify you of our decision,
  • if we ascertain that the Content is not unlawful or non-consensual, we will notify you of our decision.

Appeals

Any dispute regarding our determination that Content is non-consensual will be submitted by us to a neutral arbitration association at our expense.


Other complaints

Upon receipt of all other complaints:

  • we will take steps that we deem necessary to address your complaint within a timescale commensurate with its nature and severity,
  • we will contact you if we need more information or documents from you to address your complaint,
  • we will in good faith investigate and attempt to resolve your complaint within seven (7) business days,
  • if we ascertain that the Content or User in question is in violation of our Platform or Creator Terms of Service, it will be removed,
  • we are not obligated to inform you of the outcome of your complaint.

Unjustified or abusive complaints

If you use Passes, you warrant (which means you make a legally enforceable promise) that you will not spam or abuse our Complaints policy by making unjustified or other bad faith complaints. We may suspend or terminate Users who make unjustified or abusive complaints.


Chargebacks and Disputes

If a User seeks a chargeback or dispute from their credit card company, the User’s access to Passes may be suspended or revnoked. If you believe your account has been suspended in error, please contact support. Any amounts that Users seek to refund or chargeback will be reported to the Creator and will be removed from the Creator’s income.