Complaints & Disputes Policy

This policy explains how to raise a complaint about BFGFE, how we investigate, and what outcomes you can expect. It covers platform issues, moderation decisions, billing disputes, and privacy concerns. It does not govern disputes between providers and clients about bookings or payments for in-person services, which are outside our platform.

• Account access, suspension, or termination decisions
• Content removal or verification rejection
• Billing errors, duplicate charges, or failed promotion activation
• Privacy requests (access, correction, deletion)
• Copyright or trademark complaints
• Reports of policy violations, abuse, or safety concerns
• Accessibility or technical issues affecting use of the platform

• Disputes about service quality, no-shows, or refunds for in-person bookings between users
• Criminal matters (report these to police; we cooperate with authorities)
• Legal advice about whether companionship work is lawful in your jurisdiction
• Disputes with third-party services (Stripe, social platforms, messengers)

Contact the appropriate team with your account email, username, and clear details:

• General support & billing: support@bfgfe.com
• Abuse, safety, moderation: abuse@bfgfe.com
• Privacy & data rights: privacy@bfgfe.com
• Copyright: copyright@bfgfe.com
• Legal & formal notices: legal@bfgfe.com

Include relevant URLs, screenshots, dates, and transaction IDs. Anonymous complaints may be limited in what action we can take unless they concern urgent safety matters.

• Acknowledgement: we aim to acknowledge complaints within 2 business days.
• Investigation: we review account records, content, logs, and payment data as relevant.
• Outcome: we may uphold, reverse, or modify a decision; issue refunds where our Refunds Policy requires; or take no action if the complaint is unfounded.
• Communication: we respond by email to the address associated with your account or the address you provide.
• Escalation: unresolved complaints may be escalated to legal@bfgfe.com.

If your account, content, or verification was actioned and you believe it was an error, reply to our decision email or contact support@bfgfe.com with:

• Your username and account email
• The action taken (suspension, removal, rejection)
• Why you believe the decision was wrong
• Any supporting evidence

A different team member may review appeals where possible. We are not obligated to reinstate accounts that violated our policies. Repeat or bad-faith appeals may be closed without response.

If you believe we have mishandled personal information, contact privacy@bfgfe.com. You may also complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au, or the Office of the Privacy Commissioner in New Zealand if applicable.

Nothing in this policy limits your rights under the Australian Consumer Law. If you are a consumer and believe a platform service failed to meet a consumer guarantee, contact support@bfgfe.com first. You may also contact your state or territory fair trading body or ACCC for guidance.

Formal legal correspondence and service of documents should be sent to legal@bfgfe.com. Postal address available on request to legal@bfgfe.com.

Disputes relating to these policies and the platform are governed by the laws of Queensland, Australia, subject to mandatory consumer protections. See the Terms of Service for jurisdiction details.