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User Protection Policy
We hope to maintain good service order and protect the interest of all our Users (the "Users"). Therefore, we have implemented this User Protection Policy (this "Policy") with guidelines for Users to report disputes. For your protection, please read thoroughly below:
- 1. Never send money or expensive articles to other Users.
- 2. Never provide your contact information, social accounts or other personal information outside of our services, credit / debit card or bank account
details. - 3. We recommend using our online services such as Mail service, Chat, Photos and Videos, etc. Not only it will enhance mutual understanding, but
because private correspondence or meetings may come with higher risks. - 4. Exchange more photographs with Users during correspondence.
COVERAGE OF USER PROTECTION
If unfortunately, the abovementioned measures failed to protect you and which results in a dispute, our Dispute Resolution Service is here to assist.
Eligibility
Pre-conditions: The subject matter of complaint takes place in the course of our paid services AND we receive the relevant Notice of Complaint from you within 90 days of the subject matter.
Scope of Coverage
- A profile was posted on our Site without the authorization or knowledge of the person concerned.
- The individual with whom your communicated with is materially different from what the corresponding User's profile purports to be.
- Our services was perceived as materially defective in terms of quality or unable to be delivered in a reasonably timely manner.
- Those situations as set out in our Refund Policy.
Not covered / Out of Scope
- 90 days had expired since date of the alleged subject matter.
- The complainant (the "Complainant") had not been in communication with the alleged respondent (the "Respondent") through our paid services for more than 90 days.
- The Complainant expressly repudiate to comply with our Terms of Use, applicable policies or procedures.
- Nature of complaint not capable of rectification, including but not limited to:
A. the eventual outcome of the Complainant’s communication with the Respondent;
B. the perceived attitude or inclination of further communication with the Complainant, as displayed by the Respondent - Respondent's misbehavior as alleged is exclusively a matter of contravention of relevant laws and regulations, including but not limited to pornography, deceit, theft.
Notwithstanding the above, for the protection of all Users concerned including your goodself, we welcome your notification to us for our information and continuing improvement of our services.
Notice of Complaint
If the subject matter of your complaint falls within the scope of this Policy as described hereinabove, we will assist in the following manner. Your Notice of Complaint to us shall be in writing, taking note of:
- Dissatisfaction with Service Quality - We require your evidence in support such as the relevant screen shots, photographs, webpages, video clips etc. These evidence will enable our speedy identification of the cause(s) of your dissatisfaction and provide solution(s) thereto.
- Dissatisfaction with Authenticity of User Profile / Identity - We require your evidence pointing to the denial and/or unauthorized publication of non-user's profile on our Site, together with the relevant screen shots, photographs, webpages, video clips etc. Upon receipt of such kind of conclusive evidence, we will promptly adjudicate your Complaint with appropriate remedies.
- If, at the time of your Notice of Complaint, the relevant User's profile had been removed from our Site, we will handle your Complaint in accordance with our Terms of Use.
Attempts to Reach Settlement
Our experience tells that misunderstanding / confusion arising from Users' communication is the prime cause of complaint, and which can often be settled amicably. In that aspect, we strongly encourage amicable settlement in the interest of time, effort and distress.
Upon receipt of your Notice of Complaint, we will refer the same to the Respondent who is required to file a written response (the "Response") to you via us within 5 working days. In the event the Respondent fails to provide such a Response within the above time limit, the Respondent will be deemed to be at fault.
Upon receipt of the Response, you as the Complainant, please re-assess the merits of your case before proceeding further. In the absence of your written Counter-Response (as described below) to us within 20 working days thereafter, the Complaint will be deemed withdrawn.
Dispute Resolution Team
In the unfortunate event your dissatisfaction remains unresolved, you may through a written Counter-Response request our Dispute Resolution Team ("DRT") for a final decision. Your Counter-Response should contain submissions on fact and/or law why the Response failed to stand.
The dispute resolution process will take a complete review of:
- the parties' communication through our Site;
- those evidence already provided by both parties; and
- additional materials as may be required by our DRT.
- the parties' communication through our Site;
- those evidence already provided by both parties; and
- additional materials as may be required by our DRT.
With the Notice of Complaint, Response and Counter-Response, our DRT will reach and notify you the adjudication of your Complaint within 5 working days. Such adjudication may result in the User's profile removed, penalty imposed on the relevant service provider, gratuitous payment or refund of Credit in your favor, or conversely your Complaint being dismissed.
The adjudication shall be final and binding on the relevant parties.
