---
title: "Complaints Policy, Velvet"
description: "Velvet, the premium dating site for French-speaking Switzerland. Discerning, sincere singles and a verified identity badge."
url: https://velvet-dating.ch/en/politique-de-reclamations
lang: en
updated: 2026-11-12
---
# Complaints Policy

Last updated 7 May 2026velvet-dating.ch

This translation is provided for information purposes only. In the event of any discrepancy, the French version shall prevail.

## 1. Purpose

VELVET provides its users and any third party with a clear procedure for reporting any content that is illegal, abusive, non-consensual or contrary to the Terms and Conditions.

This policy applies in particular to reports concerning:

- illegal content (including any content involving minors),
- non-consensual content,
- impersonation,
- hate speech, harassment, threats,
- content published in breach of a third party’s copyright or privacy,
- any other manifest breach of the Terms and Conditions.

## 2. How to submit a complaint

Any complaint may be sent to:

Email: contact@velvet-dating.ch Subject: ‘Complaint – [type of content]’

Please provide:

- a precise description of the content reported,
- the URL or exact location of the content on the site,
- your identity (surname, first name, contact email address),
- where applicable, proof of your standing to act (e.g. rights holder, person depicted),
- any relevant supporting document.

## 3. Handling of the complaint

VELVET undertakes to:

- acknowledge receipt of the complaint within 48 working hours,
- examine the complaint and give a reasoned response within a maximum of 7 working days following the acknowledgement of receipt.

The examination includes:

- verification of the complainant’s identity where necessary,
- analysis of the reported content by our moderation team,
- consultation, where appropriate, of the person who published the content,
- the taking of a measure proportionate to the seriousness of the report.

## 4. Measures that may be taken

Following the examination, VELVET may, depending on the case:

- remove the disputed content,
- temporarily suspend the account of the user concerned,
- permanently terminate the account,
- pass the case on to the competent authorities (in particular in the case of illegal content),
- close the complaint if it proves to be unfounded.

The complainant and, where applicable, the user concerned are informed by email of the decision taken.

## 5. Illegal content — priority handling

Any report of illegal content, in particular any suspicion of content involving a minor, is handled immediately and as a priority. The content is removed without delay pending full verification. VELVET cooperates fully with the competent authorities (police, public prosecutor’s office, child protection authorities) and retains any data necessary for the investigation in accordance with the applicable legislation.

## 6. Remedies

If you are not satisfied with the response given to your complaint, you may:

- request a review under the Appeals Policy,
- contact our payment service provider CCBill for any billing-related question: https://support.ccbill.com,
- lodge a complaint with the Federal Data Protection and Information Commissioner (FDPIC) for any matter relating to personal data: https://www.edoeb.admin.ch,
- bring the matter before the courts of the Canton of Valais (Switzerland), subject to mandatory consumer protection provisions.

## 7. Contact

VELVET
PO Box, 1971 Grimisuat, Switzerland
Email: contact@velvet-dating.ch
Payment support: https://support.ccbill.com