Complaints & Content Removal Policy

1. Purpose

SUGAPLEX SOLVISTICA LTD is committed to maintaining a safe, lawful, and compliant platform. This Complaints & Content Removal Policy outlines the process for reporting and addressing complaints related to content on dreamz.ai, including but not limited to intellectual property concerns, non-consensual content, or violations of applicable laws and platform policies.

2. How to Submit a Complaint

Users or third parties may submit complaints regarding content on our platform through the following methods:

• Online form: dreamz.ai/takedown
• Email: [email protected]
• Mailing address: SUGAPLEX SOLVISTICA LTD, Panagia Trooditissis, 11, Lakatamia 2322, Nicosia, Cyprus

To facilitate timely review, all complaints must include:

• Full name and contact information of the complainant;
• URL(s) or specific location of the content in question;
• Detailed description of the issue and basis for the complaint;
• Supporting documentation, where applicable.

A request to remove specific content is a legal demand rather than a general complaint, so the takedown form additionally requires you to select a removal ground, make a sworn statement appropriate to that ground, and sign electronically. Copyright notices are made under penalty of perjury. Reports concerning a minor are handled through a separate branch of the form that never asks you to attach the material.

Incomplete submissions may delay review and resolution.

3. Complaint Review Process

Upon receipt of a complaint, SUGAPLEX SOLVISTICA LTD will:

1. Acknowledge receipt of the complaint within 24 to 48 hours;
2. Conduct a formal internal review of the reported content;
3. Take appropriate action in accordance with applicable laws, card network rules, and company policies.

All complaints are reviewed by trained compliance personnel. All reported complaints will be reviewed and resolved within five (5) business days and in any event within seven (7) calendar days., in accordance with card network requirements.

4. Content Removal Timeline (5 Business Days / 7 Calendar Days)

SUGAPLEX SOLVISTICA LTD will review and take appropriate action on all valid complaints within five (5) business days and in any event within seven (7) calendar days of receipt. Actions may include:

• Removal of, or disabling access to, the reported content;
• Requesting additional information from the complainant;
• Suspending or terminating accounts involved in policy violations.

If immediate action is required due to legal or safety concerns, content may be removed sooner. Where there is evidence that content is illegal or otherwise non-compliant with applicable laws, regulations, or our platform policies, the content will be removed immediately while the matter is reviewed.

5. Prohibited Content

The platform strictly prohibits content that:

• Violates any applicable laws or regulations;
• Involves non-consensual or exploitative material;
• Infringes on intellectual property rights;
• Promotes or facilitates human trafficking, abuse, or illegal activity.

Any such content will be removed promptly upon detection or notification. See also our Anti-Human Trafficking & Sexual Exploitation Policy and our process for reporting non-consensual intimate imagery.

6. Record Keeping & Compliance

SUGAPLEX SOLVISTICA LTD maintains records of all complaints and actions taken in accordance with applicable legal and regulatory requirements, including card network rules.

7. Appeals

If content has been removed, restricted, or moderated and you believe the decision was made in error, you may submit an appeal. See our Appeals Policy.

8. Contact Information

For any questions regarding this policy or to follow up on a complaint, please contact:

9. Policy Updates

SUGAPLEX SOLVISTICA LTD reserves the right to update this policy at any time to reflect changes in legal, regulatory, or card network requirements. Updates will be posted on this page with the revised effective date.