Complaints Policy

Last updated: 2026-06-30

Purpose

Firefly Friend (operated by Neontree, UAB) is committed to a safe, respectful service and to treating every customer fairly. This policy explains how to make a complaint about our service or your billing, how to report content that you believe is illegal, harmful, or otherwise violates our standards, and what happens after you contact us.

What You Can Report

You may contact us with a complaint about:

Our service or your billing — for example a charge you do not recognise, a cancellation or refund request, or a problem with your account
Content generated through the Firefly Friend platform that you believe is illegal under applicable law, harmful, or inappropriate
Content that affects a real person — for example content that defames, impersonates, or discloses private information about a real, identifiable individual
Any other breach of Firefly Friend's Terms & Conditions or content standards

How to Submit a Complaint

Send an email to [email protected] with the subject line Complaint (or Content Report if you are reporting content).

Your email must include the following information so we can investigate effectively:

Your name and contact email address
A description of the issue — what happened, or the content you are reporting and why you believe it violates the law or our standards
Any details that help us find it — for example the email on your account, the date of a charge, a screenshot, or a URL
The date and time of the issue, as precisely as possible
Your relationship to the complaint — whether you are reporting on your own behalf, on behalf of a third party, or as an authority
Any supporting evidence or documentation (optional but helpful)

We will acknowledge receipt of your complaint by email promptly after it is received.

Review Process

All complaints are reviewed by our support and Trust & Safety team. Once a complaint is received:

Acknowledgement — We will confirm receipt of your complaint.
Initial assessment — The complaint is assessed to determine its nature, severity, and the information required to investigate.
Investigation — We examine the reported content against our standards and applicable law. We may contact you for additional information if needed.
Decision — A determination is made as to whether the content violates our standards or applicable law.
Action & notification — We will notify you of the outcome and any actions taken.

All complaints will be reviewed and resolved within five (5) business days of receipt. Complex cases requiring external legal review may take longer; in such cases we will notify you of the delay and provide an expected resolution date.

Potential Outcomes

Depending on the findings of our investigation, one or more of the following actions may be taken:

No action — The content is found not to violate our standards or applicable law, and the complaint is closed.
Content removal — The content is removed from the platform immediately.
Account suspension or termination — The account responsible for the content is suspended or permanently banned.
Content modification — In limited cases, content may be modified or restricted rather than removed entirely.
Billing resolution — For billing complaints, we may cancel a subscription or issue a refund in line with our Terms & Conditions.
Referral to authorities — Where the content appears to involve illegal activity, we will report it to the appropriate law enforcement authorities.

Appeals Process

If you disagree with the outcome of a complaint review — either as the reporter or as the account holder whose content was actioned — you may submit an appeal.

To appeal a decision:

Send an email to [email protected] with the subject line: Complaint Appeal – [your original complaint or case reference].

Your appeal must include:

Your original complaint or case reference (if available)
The decision you are appealing
The grounds for your appeal and any new or additional information that supports it

Appeals are reviewed independently by a senior member of our team. You will receive a final decision on your appeal within five (5) business days.

In the event of a continued disagreement regarding an appeal, Firefly Friend agrees to cooperate in resolving the matter through an independent, neutral third party, with any associated costs of that third party to be covered by Firefly Friend.

Contact

For all complaints, removal requests, and appeals:

Email: [email protected]

We take every report seriously. Firefly Friend does not condone illegal content, exploitation, or any violation of individuals' rights, and we are committed to acting on all valid complaints promptly.

Last updated: 2026-10-06