Complaint Policy
Complaint Policy
Effective Date: July 6, 2026 Last Updated: July 6, 2026
ModelPlug LLC, a Nevada limited liability company ("ModelPlug," "we," "us," or "our"), takes complaints seriously. This policy explains how to raise a complaint about content, conduct, or the Service, and how we handle it. It should be read together with our Content Removal Policy, Terms of Service, 18 U.S.C. § 2257 Statement, and Privacy Policy.
Anyone may submit a complaint, whether or not they hold a ModelPlug account, and without logging in or making a payment.
1. What You Can Complain About
- Content you believe is illegal or prohibited — including content depicting a minor, non-consensual or intimate imagery, or content that infringes your rights;
- the conduct of a ModelPlug user or of ModelPlug itself;
- billing, subscription, or cancellation issues;
- privacy or data-protection concerns; or
- any other concern about the Service.
To request removal of specific content, you can also use our Content Removal Policy.
2. How to Submit a Complaint
Use our online Complaints & Content Removal form — no account or login required — or email hello@modelplug.com with the subject line "Complaint." Please include:
- a clear description of your complaint;
- any links, screenshots, dates, or identifiers that help us investigate;
- what outcome you are seeking; and
- how we can contact you.
We accept complaints in any language and will not charge a fee to review them.
3. How We Handle Complaints
| Stage | Our commitment |
|---|---|
| Acknowledgement | We confirm receipt within 72 hours. |
| Investigation | We review the complaint fairly and gather any further information needed. |
| Resolution | We investigate and resolve complaints within five (5) business days. If a matter is exceptionally complex and needs longer, we will tell you why and give an expected timeframe. |
| Response | Every complaint receives a response and an explanation of what action was taken, subject to legal and privacy limits. |
4. Priority Handling for Illegal Content
Complaints involving suspected child sexual abuse material (CSAM) or non-consensual intimate imagery are escalated and actioned immediately upon verification, ahead of the timelines above. Verified illegal content is removed immediately, the responsible account is terminated, and the matter is reported to Segpay and to the relevant authorities where necessary — including the National Center for Missing & Exploited Children (NCMEC) and law enforcement.
5. Possible Outcomes
Depending on our findings, we may: remove or restrict content; issue a warning; suspend or terminate an account; correct a billing error; adjust our practices; refer the matter to law enforcement; or explain why no action is warranted. In every case we tell you what we decided and why.
6. Escalation and External Options
If you are not satisfied with our response, you may ask us to escalate your complaint for a further review by replying to our decision. You also retain the right to pursue external remedies, which may include:
- contacting your local data-protection authority for privacy matters (see our Privacy Policy);
- contacting law enforcement for illegal content or conduct; or
- contacting your bank or card issuer for billing disputes.
7. Good Faith and Non-Retaliation
We will not penalize anyone for submitting a good-faith complaint. Submitting knowingly false or abusive complaints, however, may result in action under our Terms of Service.
8. Contact
ModelPlug LLC 9441 Double Diamond Pkwy, Ste 11, Reno, NV 89521, United States hello@modelplug.com