Complaints Policy
Last updated October 2026
By using PlayHouse you agree to this policy. Please read it carefully.
Contents
- Introduction
- Who we are
- Interpretation
- What this policy covers
- How to make a complaint
- What to include
- How we handle complaints
- Telling you the outcome
- Misuse of this process
- If you are in the EU or EEA
- If you are in the United Kingdom
- If you are in Australia
- Your statutory rights
1. Introduction
This policy explains how to complain to us and how we handle complaints. If you are a User, it forms part of your agreement with us. Anyone can use it, whether or not they have a PlayHouse account. Key points:
- You can complain about Content on PlayHouse that may be illegal or break our Terms of Service, about how we enforce our Terms of Service, and about our compliance with the law.
- You can report any post, profile, story, comment, message, conversation, live stream or video call with the Report action. If you aren't signed in, use our contact form or, for an intimate image of you, our intimate image removal form.
- We tell you the outcome of your complaint.
- To challenge a decision we made about your own Content or account, use our Appeals Policy. For copyright, use our DMCA and Copyright Policy.
- By making a complaint, you confirm that the information you give us is accurate and complete to the best of your knowledge.
2. Who we are
PlayHouse (playhouse.fans) is owned and operated by Vallara, Inc., a Delaware corporation, of 2261 Market Street #67575, San Francisco, CA 94114, United States.
3. Interpretation
Words defined in our Terms of Service (such as User, Creator, Fan, Agency and Content) have the same meaning in this policy.
4. What this policy covers
4.1 You can use this policy to complain about:
- Content or conduct on PlayHouse that you believe is illegal or breaks our Terms of Service or Acceptable Use Policy;
- how we enforce our Terms of Service;
- our compliance with the law, including our duties under online safety laws; and
- anything else about PlayHouse.
4.2 This policy does not cover:
- Decisions about your own Content or account, such as removing your Content, warning you, banning your account or holding your earnings, including decisions about child sexual abuse material or non-consensual intimate imagery. Use our Appeals Policy, which also explains the review route for those decisions.
- Our decision on something you reported. If you disagree with it, ask us to review it under our Appeals Policy.
- Copyright infringement. Use our DMCA request forms, as explained in our DMCA and Copyright Policy.
- Privacy and data requests. Use our legal request form, as explained in our Privacy Policy.
- Complaints from Business Users in the EU, EEA or UK under the Platform-to-Business rules. Our Platform-to-Business Terms explain how these complaints are made and handled.
5. How to make a complaint
5.1 Choose the route that fits your complaint:
| Your complaint | How to make it |
|---|---|
| A post, profile or account, story, comment, message or conversation, live stream or video call (signed in) | Use the Report action on it and choose a reason. |
| An intimate image or video of you shared without your consent, including a fake or AI-altered one (anyone, no account needed) | Our intimate image removal form. If you are signed in, you can also use Report leaked content or impersonation. |
| Someone impersonating you (signed in) | Report leaked content or impersonation |
| Illegal or harmful Content or conduct, if you are not signed in or don't have an account | Our contact form. Choose Report illegal or harmful content. |
| Copyright infringement | DMCA request forms (no account needed) |
| Legal complaints, and requests from authorities and law enforcement | Legal request form |
| How we enforce our Terms, our compliance with the law, or anything else | Our contact form. Choose the topic that fits best and describe your complaint. |
5.2 If you believe someone is in immediate danger, contact your local emergency services first.
6. What to include
6.1 Give us enough information to investigate, including:
- a link to the Content or the username of the account concerned;
- what your complaint is about and why, including, if you believe Content is illegal, which law you believe it breaks and why;
- your name and email address, so that we can contact you (you don't have to give your name if you are reporting child sexual abuse material); and
- any documents or evidence that support your complaint.
6.2 For a request to remove an intimate image of you, the intimate image removal form asks for what the law requires: where the image is, a statement that it was shared without your consent, and your signature. Your full name typed at the end of the form is enough.
6.3 If important information is missing, we may ask you for it, and we may not be able to act on your complaint until we have it.
7. How we handle complaints
7.1 When we review a complaint, we:
- review the information and documents you give us and the relevant Content and account information;
- may ask you, or others, for more information or documents;
- handle your complaint in good faith, diligently, without discrimination and not arbitrarily, and within any time limit the law sets; and
- act under our Content Moderation Policy if we find that Content or conduct breaks our Terms of Service or the law.
7.2 We deal first with complaints about the most serious harms, such as Content that may involve a child or intimate images shared without consent.
7.3 When we receive a valid request to remove an intimate image shared without consent, we remove it within 48 hours and make reasonable efforts to find and remove identical copies on PlayHouse.
7.4 We will not tell the person you complained about who made the complaint, unless the law requires us to or you agree. Copyright notices are different: the law requires us to share them with the person whose Content is removed, as explained in our DMCA and Copyright Policy.
8. Telling you the outcome
8.1 We confirm that we've received your complaint or report.
8.2 When we have decided, we tell you the outcome: whether we took action and, if so, what kind. If we decide not to act, we tell you why.
8.3 If you disagree with our decision, you can ask us to review it within six months, under our Appeals Policy. The review is carried out by someone who was not involved in the original decision.
9. Misuse of this process
9.1 Don't make complaints you know are false, or complaints that are abusive, harassing or meant to harm someone.
9.2 If someone often makes complaints or reports that are clearly unfounded, we may, after a warning, stop processing their complaints for a reasonable period. If a User misuses this process, we may also act on their account under our Terms of Service.
10. If you are in the EU or EEA
10.1 If you disagree with our decision on Content you reported, or on your own Content or account, you can use our internal complaint-handling system under Article 20 of the EU Digital Services Act. It is described in our Appeals Policy, is free, and is available for six months after we tell you our decision.
10.2 You can also refer the dispute to an out-of-court dispute settlement body certified under Article 21 of the Digital Services Act. We will engage with a certified body in good faith. See our Appeals Policy.
10.3 You have the right to complain to the Digital Services Coordinator of the EU member state where you live or are established if you believe we have infringed the Digital Services Act. The European Commission publishes a list of Digital Services Coordinators.
10.4 You can also take your complaint to the courts of your country. See our Regulatory Information page for more.
11. If you are in the United Kingdom
11.1 You can complain to us about Content you believe is illegal, about our compliance with our duties under the Online Safety Act 2023, about Content of yours that we took down or restricted, about action we took against your account, and about how our age assurance assessed you. Complaints about your own Content or account go through the routes in our Appeals Policy; everything else goes through this policy.
11.2 You may be entitled to bring a claim against us for breach of contract if we take down or restrict your Content, or suspend or ban you, in breach of our Terms of Service.
11.3 Ofcom is the UK's online safety regulator. It does not resolve individual complaints, but you can tell Ofcom about concerns with how we meet our duties.
12. If you are in Australia
You can report concerns about online harm, including image-based abuse, to the eSafety Commissioner. For some kinds of complaint, eSafety asks that you report the Content to us first.
13. Your statutory rights
Nothing in this policy affects your statutory rights, including any rights you have under the consumer protection or online safety laws of the place where you live.