Complaints Policy

COMPLAINTS POLICY

Last updated: May 2026

1. Introduction

AmaFans is committed to resolving complaints fairly, transparently, and promptly. This policy explains how to raise a complaint, what to expect from us, and what options are available if you are not satisfied with our response.

This policy applies to all Users — Fans, Creators, and visitors.

2. What You Can Complain About

You may submit a complaint about:

  • Content that violates our Terms of Service or Acceptable Use Policy

  • A Creator or Fan who has behaved inappropriately or unlawfully

  • A payment, payout, or subscription dispute

  • Account suspension or termination you believe was unjustified

  • A privacy or data protection concern

  • Copyright or intellectual property infringement

  • Any other concern relating to your use of AmaFans

3. How to Submit a Complaint

Step 1 — Contact Us Directly

Email: support@amafans.co.za Subject line: Complaint — [brief description]

Include in your complaint:

  • Your username and registered email address

  • A clear description of the issue

  • The date(s) the issue occurred

  • Any relevant screenshots, URLs, or evidence

  • What outcome you are seeking

We acknowledge all complaints within 2 business days.

Step 2 — Investigation

We will investigate your complaint and respond with our findings within 10 business days. Complex complaints may take longer — we will keep you updated on progress.

During investigation we may:

  • Request additional information from you

  • Contact the other party involved

  • Review platform logs, content, and transaction records

  • Consult legal or compliance advisors where necessary

Step 3 — Resolution

We will provide a written response outlining:

  • Our findings

  • Any action taken

  • Our decision and reasons

  • Your options if you are not satisfied

4. Content Complaints

To report specific content that violates our policies:

  • Use the Report button on any post, profile, or message on the platform

  • Or email support@amafans.co.za with the URL of the content and reason for your report

We review all content reports within 48 hours. Content involving minors or illegal material is escalated immediately and actioned within hours.

5. Payment and Payout Complaints

For payment or payout disputes:

  • Fans: contact support@amafans.co.za with your transaction reference number and description of the issue

  • Creators: contact support@amafans.co.za with your payout reference and bank details

  • We will investigate and respond within 5 business days

  • Unresolved payment disputes may be escalated to our payment provider PayShap

6. Account Suspension or Termination Appeals

If your account was suspended or terminated and you believe this was done in error:

  • Email support@amafans.co.za within 30 days of the action

  • Include your username, the reason you believe the action was incorrect, and any supporting evidence

  • We will review your appeal within 14 business days

  • Our decision on appeal is final unless you choose to pursue external remedies

7. Privacy Complaints

If your complaint relates to how we have handled your personal information under POPIA:

  • Contact support@amafans.co.za in the first instance

  • If unsatisfied with our response you may escalate to the Information Regulator of South Africa:

Information Regulator (South Africa) JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001 Email: inforeg@justice.gov.za Website: www.justice.gov.za/inforeg

8. Escalation — External Remedies

If you are not satisfied with our final response you may:

  • Approach the National Consumer Commission (NCC) for complaints under the Consumer Protection Act: www.thencc.gov.za

  • Approach the Film and Publication Board (FPB) for content-related complaints: www.fpb.org.za

  • Refer the matter to the South African courts — disputes are governed by South African law

  • Seek mediation through the Arbitration Foundation of Southern Africa (AFSA): www.arbitration.co.za

We encourage mediation before litigation and will participate in good faith in any mediation process.

9. Complaints About Third Parties

If your complaint relates to content on another platform that infringes your AmaFans content or rights, we will assist where possible. Contact support@amafans.co.za and we will advise on available remedies including DMCA/ECT Act takedown notices.

10. Continuous Improvement

We track all complaints to identify patterns and improve our platform. Your feedback helps us build a safer, fairer platform for all South African creators and fans.

11. Contact

AmaFans Email: support@amafans.co.za Website: amafans.co.za

Our support team is available Monday to Friday, 9am to 6pm SAST.