Complaints and Content Removal Policy

Last updated: June 15, 2026

Cherrywine maintains a strict complaint and content removal process to protect users, creators, payment partners, and any person depicted in content published on the platform.

This policy applies to all content, profiles, images, videos, live sessions, custom content, messages, usernames, captions, product listings, and any other material made available through Cherrywine.

1. How to submit a complaint

You may submit a complaint by emailing:

safety@cherrywine.org

Please include as much of the following information as possible:

• Your full name and contact email.
• The URL of the content, profile, product, or page involved.
• Screenshots or other identifying details.
• The reason for the complaint.
• Whether you are the person depicted in the content, the legal representative of that person, the copyright owner, a customer, or another concerned party.
• Any supporting documentation.

Cherrywine may request additional information to verify the complaint, prevent fraudulent reports, and protect the rights of all parties.

2. Priority complaints

Cherrywine prioritizes complaints involving:

• Any person who may be under 18.
• Non-consensual content.
• Content uploaded without authorization.
• Human trafficking, coercion, exploitation, or physical abuse.
• Impersonation or identity misuse.
• Copyright infringement.
• Content that violates Cherrywine’s Terms, payment processor rules, or applicable law.

If a complaint appears to involve illegal content or immediate safety concerns, Cherrywine may remove or disable access to the content immediately while the matter is reviewed.

3. Review timeline

Cherrywine will review and resolve reported complaints within 7 business days, unless the matter requires law enforcement involvement, third-party verification, payment processor review, or additional documentation.

If our review identifies illegal content, non-consensual content, content involving minors, trafficking, coercion, or another serious violation, Cherrywine will remove the content immediately and may suspend or terminate the responsible account.

This timing aligns with Mastercard’s adult-content standards, which require complaint processes, review and resolution within seven business days, and immediate removal when illegal content is found. (Mastercard)

4. Temporary restriction while reviewed

Cherrywine may, at its sole discretion, temporarily hide, restrict, demonetize, or disable any content, profile, account, custom order, live session feature, or payout while reviewing a complaint.

This does not mean Cherrywine has made a final finding. It is a protective measure.

5. No retaliation

Users and creators may not retaliate against any person who submits a good-faith complaint. Retaliation may result in immediate account termination and forfeiture of unpaid balances where permitted by law and our Creator Agreement.

6. False or abusive complaints

Cherrywine may reject complaints that are incomplete, fraudulent, abusive, repetitive, made in bad faith, or intended to harass a creator, user, competitor, or the platform.

Accounts submitting knowingly false claims may be restricted or terminated.

7. Final platform decision

Cherrywine may make final platform-level decisions about content availability, account access, refunds, credits, and creator payouts. Where applicable law or card network rules require a specific process, Cherrywine will follow that process.