This translation is provided for information purposes only. In the event of any discrepancy, the French version shall prevail.
1. Purpose
This Appeals Policy describes the procedure by which any person whose image, identity or data appear in content published on VELVET may request the removal of that content, as well as the review procedure in the event of disagreement with a moderation decision.
It also applies to any user whose account has been suspended or banned, or whose content has been removed, and who wishes to contest that decision.
2. Removal request by a person depicted
Any person depicted in content (photo, video, text) published on VELVET — whether or not they are a user of the service — may request the removal of that content by sending a request to:
Email: [email protected] Subject: ‘Removal request – person depicted’
The request must include:
- the identity of the person making the request (surname, first name, copy of an identity document making it possible to verify their standing to act),
- the URL or exact location of the content concerned,
- the reason for the request (lack of consent, withdrawal of consent initially given, infringement of image rights, etc.).
VELVET undertakes to examine the request within a maximum of 7 working days and, where there is serious doubt, to remove the content without delay pending full verification.
3. Appeal against a moderation decision
Any user whose content has been removed, or whose account has been suspended or terminated, may appeal against that decision by sending their request to:
Email: [email protected] Subject: ‘Appeal – moderation decision’
The appeal must include:
- the identity of the user (surname, first name, account email address),
- the decision contested and the date on which it was notified,
- the arguments and supporting documents in support of the appeal.
The appeal is examined by a member of the moderation team other than the one who took the initial decision. A reasoned response is given within a maximum of 7 working days.
4. Recourse to a neutral body
If the disagreement persists once the internal appeal procedure has been completed, the complainant or the user may refer the matter to a neutral body:
- for data protection matters: Federal Data Protection and Information Commissioner (FDPIC), https://www.edoeb.admin.ch,
- for matters relating to billing or payment: CCBill support, https://support.ccbill.com,
- for users residing in the EU/EEA: the European Online Dispute Resolution platform, https://ec.europa.eu/consumers/odr/,
- for any other dispute: the courts of the Canton of Valais (Switzerland), subject to mandatory consumer protection provisions.
5. Data retention
Requests and the records of their handling are retained for a maximum of 3 years for evidential and compliance purposes, in accordance with the revised Swiss Federal Act on Data Protection (FADP) and the GDPR.
6. Contact
VELVET
PO Box, 1971 Grimisuat, Switzerland
Email: [email protected]
