Updated: 10/18/2026
This document, intended for Creators, Subscribers and non-users of the Videy platform, defines our complaints policy.
We are plataform Videy Inc, registered in the United States under number 38-4171078, headquartered at 2810 N Church St, PMB 48718 Wilmington, Delaware 19802, subsidiary and operated by the company Onnow Serviços e Activities Online LTDA in Brazil at Av Paulista, 1842 Conj 155 North Tower, São Paulo/SP 01310-945.
Introduction
You can use this Complaints Policy to alert us to any complaints you have regarding the Videy platform.
How to start a claim
Any complaint you have regarding the Videy’s platform (including hosted content such as videos, photos and any other type of media) should be forwarded to [email protected] including your full name and details of the complaint (with the URL of the page or image of the screen). If you prefer, you may mail your complaint to: 2810 N Church St, PMB 48718 Wilmington, Delaware 19802
Complaint Resolution
All reported complaints will be reviewed, investigated, and resolved within forty-eight (48) business hours of receipt. If additional information is required, our team may contact the complainant using the contact information provided.
Illegal or Non-Compliant Content
If, at any point during our review, there is evidence that reported content is illegal, unauthorized, or otherwise non-compliant with Videy's Terms of Service or applicable law, the content will be removed immediately while the matter is addressed. Where appropriate, Videy may also suspend or terminate accounts associated with illegal or non-compliant content.
Content not authorized by those involved in the images
All content published on the platform is the responsibility of the Creator, in the event of a complaint about illegal or unauthorized content by consensus, a dispute process will be initiated, requiring the Creator to prove through documents, the authorization to use the images of the respective complaint. Failure to send documents proving authorization to use the images will result in the removal of the content within 48 business hours.
Illegal Content
All reported complaints will be resolved within forty-eight (48) business hours. In the event there is evidence of illegal or non-compliant content, such content will be removed immediately.
Every complaint will be investigated through actions that we deem necessary. If more information is needed about the complaint, our team will contact you using the data sent in the initial contact. If the claim is rejected, we will notify you through the contact details provided. If you disagree with our decision, you may appeal as described in the “Appeals” section below.
Appeals
If you are a Creator, Subscriber, complainant, or person depicted in content and you disagree with a decision we have made under this policy or the Terms of Use, including a decision to reject, remove, or restore content, to interrupt or terminate a live stream, or to suspend or terminate an account, you may submit a written appeal to [email protected] within thirty (30) days of the decision. Your appeal should include your full name, the URL of the content or a description of the account concerned, the reasons for your disagreement, and any supporting documents.
Each appeal will be reviewed by a member of our compliance team who was not involved in the original decision, and we will notify you of the outcome in writing within fourteen (14) days of receipt. Where we believe it is necessary to comply with applicable law, card brand rules, or to protect any person, the content or account concerned will remain disabled while the appeal is pending.
Resolution by a Neutral Body
If the disagreement is not resolved through the appeal described above, it will be resolved by an independent and neutral third-party body, such as a recognized arbitration or dispute resolution provider, that is not affiliated with Videy and has no financial interest in the outcome. The neutral body will review the content or action in dispute and the information submitted by each party, and will issue a reasoned written decision, which will be final and binding on the parties to the extent permitted by applicable law.
All fees and costs of the neutral body, including administrative fees and the fees of the arbitrator or reviewer, will be paid by Videy, as the merchant, and not by the person who submitted the appeal. Each party remains responsible for its own legal representation and other costs, unless the neutral body decides otherwise or applicable law provides otherwise.
Limits of the Appeal Process
The appeal and neutral resolution process does not apply to, and Videy will not restore, any content that we have determined in good faith to be illegal, to involve a minor, or to be non-consensual. Nothing in this policy limits our right or obligation to remove content immediately, to preserve evidence, or to report to and cooperate with law enforcement and the competent authorities. A person depicted in content may request its removal at any time, free of charge, by using the “Request Content Removal” button on this page.
Unjustified Complaints
Whether you are a user of the Videy platform or not, you promise to act in good faith and not to use this policy to send complaints without justification or with an abusive purpose. If it is found that the complaint was submitted as an act of bad faith, we will take actions that we deem necessary such as temporary or permanent suspension of your account.