Complaints Policy
About this Policy
This document sets out our complaints policy. If you are a user of xoNation, this Complaints Policy forms part of your agreement with us.
Who We Are and How to Contact Us
xoNation is operated by xoNation Inc. We are a limited company registered in California and we have our registered office address at 7900 Balboa Boulevard, Bravo 2 Van Nuys, CA 91406.
You can email us at support@xoNation.com.
Interpretation
In this Complaints Policy, defined terms have the same meanings in the "Terms of Use" for all Users.
Who Can Use this Complaints Policy
Whether or not you are a User of xoNation, you can use this Complaints Policy to alert us to any complaint which you have relating to xoNation.
How to Make a Complaint
If you have a complaint about xoNation (including any complaint about Content appearing on xoNation or the conduct of a user), please send your complaint to support@xoNation.com including your name, address, contact details, a description of your complaint and, if your complaint relates to Content, the URL for the Content to which your complaint relates.
If you cannot contact us by email, please write to us at the following address: xoNation Inc 7900 Balboa Boulevard, Bravo 2 Van Nuys, CA 91406.
Resolving Complaints
Following the receipt of the complaint:
- The complaint will be formally acknowledged within 48 hours and will be logged into our customer feedback register within 2 working days. An acknowledgment will confirm who is dealing with the complaint and when the complainant can expect a reply. A copy of this complaints procedure will be attached.
- We will take steps we consider appropriate to investigate your complaint within a timescale that is appropriate to the nature of your complaint; if we require further information or documents from you, we will contact you to let you know.
- Suppose you have complained about content that appears on xoNation, and we are satisfied that the content is unlawful or otherwise breaches our Content Provider Policy. In that case, we will act quickly to remove such content.
- In other cases, a complaint is best resolved by the user or parties responsible for the issue being complained about. If the complaint has been received by that user or parties involved, they should try to resolve it as soon as possible and appropriate. If it has not already been resolved, our company will further investigate and take appropriate action within 5 working days.
- Further investigation may be necessary if the complaint has not been resolved. A progress report shall be sent to the complainant to indicate when a reply will be given.
- For unjustified or abusive complaints: If you are a User of xoNation, you warrant (which means you make a legally enforceable promise) that you will not make any complaint under this Complaints Policy that is wholly unjustified, abusive, or made in bad faith. If we determine that you have breached this warranty, we may suspend or terminate your User account.
