This policy explains how Marydan Vision LTD (“HoneyDolly”, “we”) receives, reviews, and resolves complaints relating to https://honeydolly.com. It forms part of our Terms of Service.
1. What you can complain about
Any aspect of the Service, including:
- content you believe is illegal or violates our Prohibited Content Policy (including content depicting minors, non-consensual content, or content resembling a real person — see also the Content Removal Policy);
- billing — unrecognised or disputed charges, refunds, subscription issues;
- moderation decisions you believe are wrong (appeals);
- privacy — see also your rights under the Privacy Policy;
- anything else about your experience with the Service.
You do not need an account to submit a complaint about content.
2. How to submit a complaint
Email support@honeydolly.com and include:
- your name and contact email;
- a description of the issue, with links, screenshots, dates, or transaction references where relevant;
- what outcome you are seeking.
For billing complaints, please contact us before disputing the charge with your bank — nearly all billing issues are resolved faster this way.
3. Our commitments and timelines
- Acknowledgment within 24 hours of receipt, with a complaint reference number and the name of the team handling it.
- Resolution within 7 calendar days of receipt — the full process, from receipt to communicating the outcome to you, will not exceed 7 calendar days.
- Illegal content is escalated and removed immediately upon identification, without waiting for the review window. Complaints involving minors or imminent real-world harm are prioritised and acted on at once.
- We keep a documented record of each complaint, the steps taken, and the outcome.
4. Escalation and appeals
If you are not satisfied with the outcome, reply to the resolution email with “Escalate” in the subject. Escalations and appeals are reviewed by individuals not involved in the original decision, and a final decision is communicated to you within a further 7 calendar days.
5. Your other rights
This process does not limit your legal rights. You may also, where applicable: complain to the UK Information Commissioner’s Office (privacy matters); contact your local consumer protection body; or pursue remedies in court as described in our Terms of Service.