Complaints Policy

hidnscroll Complaints Policy

Effective Date: March 5, 2026

Hidn International, Inc. ("Company," "we," "us," or "our") is committed to providing a fair, transparent, and responsive process for handling complaints from users of the hidnscroll platform. This Complaints Policy outlines how you can submit a complaint, how we will handle it, and what to do if you are not satisfied with the outcome.

1. Scope

This Policy covers complaints relating to:

  • Content available on the hidnscroll platform (e.g., illegal content, content that violates our policies)
  • The conduct of other users (e.g., harassment, fraud, impersonation)
  • Billing, payments, refunds, or Subscription-related issues
  • Account actions taken by the Company (e.g., content removal, account suspension)
  • Privacy or data protection concerns
  • Accessibility or technical issues with the platform
  • Any other matter related to your use of hidnscroll

2. How to Submit a Complaint

You may submit a complaint through any of the following channels:

  • Email: support@hidnscroll.com
  • Mail: Complaints Department, Hidn International, Inc., 1111B S Governors Ave STE 40859, Dover, DE 19904, United States

To help us process your complaint efficiently, please include:

  • Your registered email address or account username
  • A clear and detailed description of the issue
  • Any relevant evidence (e.g., screenshots, URLs, transaction IDs, dates)
  • The outcome you are seeking

3. Complaint Handling Process

3.1 Acknowledgment

We will acknowledge receipt of your complaint within two (2) business days of submission.

3.2 Review and Investigation

  • Your complaint will be assigned to a member of our support team for review.
  • We may contact you to request additional information or clarification.
  • Complaints involving illegal content, child safety, or non-consensual material will be escalated immediately to our Trust & Safety team for priority review.

3.3 Resolution

  • We aim to resolve all complaints within ten (10) business days of receipt.
  • If a complaint requires additional time due to its complexity or the need for further investigation, we will inform you of the expected timeline and provide updates at reasonable intervals.
  • You will receive a written response (via email or in-app notification) detailing the outcome of your complaint and the actions taken.

3.4 Priority Complaints

The following types of complaints are treated with highest priority and will be reviewed within 24 hours of receipt:

  • Reports of content depicting or exploiting minors (CSAM)
  • Reports of non-consensual intimate content
  • Reports of imminent threats of violence or self-harm
  • Reports of illegal activity

For urgent matters involving child safety, please also report directly to:

4. Escalation

If you are not satisfied with the initial resolution of your complaint, you may request an escalation by:

  • Replying to the resolution email with a request for escalation, clearly stating why you believe the resolution is inadequate.
  • Sending an email to support@hidnscroll.com with the subject line "Escalation Request" and your original complaint reference number.

Escalated complaints will be reviewed by a senior member of our team who was not involved in the original decision. You will receive a response to your escalation within ten (10) business days.

5. External Remedies

If you remain unsatisfied after the internal escalation process, you may pursue the following external options:

  • Legal Action: As outlined in our Terms of Service, disputes are governed by the laws of the State of Delaware, United States, with exclusive jurisdiction in the courts of Delaware.
  • Regulatory Authorities: You may contact the relevant consumer protection or data protection authority in your jurisdiction.
  • Payment Disputes: For billing-related complaints, you may contact your bank or payment provider. However, we encourage you to first attempt resolution through our internal process.

6. Record Keeping

We maintain records of all complaints received, including the nature of the complaint, the actions taken, and the outcome. These records are retained for a minimum of three (3) years and are used to identify trends, improve our services, and ensure ongoing compliance with applicable laws and regulations.

7. Non-Retaliation

We are committed to ensuring that no user will face retaliation for submitting a complaint in good faith. If you believe you have experienced retaliation as a result of filing a complaint, please report it to support@hidnscroll.com immediately.

8. Changes to This Policy

We may update this Policy from time to time. Changes will be posted on this page with an updated effective date. We encourage you to review this Policy periodically.

9. Contact Information

For questions about this Policy or to submit a complaint:

  • Email: support@hidnscroll.com
  • Phone: +1 734 415 2841
  • Address: Complaints Department, Hidn International, Inc., 1111B S Governors Ave STE 40859, Dover, DE 19904, United States