Complaints Policy

BY USING OUR WEBSITE YOU AGREE TO THIS POLICY - PLEASE READ IT CAREFULLY

1. Introduction: This Policy forms part of your agreement with us. We will handle complaints in keeping with this Policy. Here are a few key things to note:
• By making a complaint, you confirm that you believe that the information you have provided is accurate and complete.
• This Policy explains how we handle complaints about:
• how we enforce our Terms of Service;
• Content on Yapapo that may be illegal or in breach of our Terms of Service; and
• compliance with applicable laws.
• This Policy does not apply to complaints regarding Content or account moderation decisions or copyright infringement.
2. Contact information: Yapapo is operated by Fenix International Limited, a limited company registered in England and Wales, with company registration number 10354575. Our registered office address is located at 9th Floor, 107 Cheapside, London, EC2V 6DN.
3. Interpretation: Unless specifically defined in this Policy, the meanings given to words defined in the Terms of Use have the same meanings in this Policy.
4. Complaints about Content moderation decisions: We moderate Content according to our Terms of Service. To complain about a decision to deactivate Content, to deactivate an account, or to issue a final warning, you must complete an Yapapo Deactivation Appeal Form. Appeals against a Content moderation decision including any decision to remove Content, deactivate an account, or ban you from using Yapapo because we believe you have engaged in an illegal act are subject to our Appeals Policy.
5. Complaints about copyright infringement: Complaints about suspected copyright infringement are subject to our DMCA Takedown Policy.
6. How to make a complaint about anything else:

a.                  You can make a complaint in any of the following ways:

i.using our Contact Form select the reason for your complaint from the drop down menu and use the 'Enter your message' field to explain the issue you are complaining about;

ii.using the "Report" function on the Content page select the reason for your complaint from the drop down menu;

iii.emailing support@Yapapo.com; and

iv.writing to Fenix International Limited, 9th Floor, 107 Cheapside, London, EC2V 6DN.

b.                  You must provide enough information so we can investigate your complaint (including any relevant URLs). If a complaint is missing important information, we may not be able to properly consider it.

7. How we review complaints: When reviewing a complaint:

a.                  we will review the relevant information and the supporting documents that you have provided;

b.                  we may request additional information or documents from you, or from third parties, to help us address your complaint;

c.                   we will review your complaint in good faith and within any legally applicable time limit;

d.                  if your complaint is regarding Content which appears on Yapapo and we determine that the Content constitutes a material violation of our Terms of Service, we will remove it; and

e.                  we will Notify you when our review of your complaint is complete and any action taken as a result of your complaint. If we determine that the Content complies with our Terms of Service and do not remove it, you can appeal our decision as described in our Appeals Policy.

8. Abuse of this complaints process: We do not tolerate complaints made in bad faith or complaints that are abusive, harassing, or otherwise intended to harm anyone. If you are an Yapapo User, and make an abusive or unfounded complaint we may terminate your account.
9. Regulatory complaints: Yapapo is regulated by CIL Burkina Faso. Users resident in Burkina Faso can contact Safety to report concerns about the safe use of technology
10. Breach of contract claims under the Online Safety Act: Users in the United Kingdom are entitled to bring a breach of contract claim against us, including where we breach our Terms of Service in how we (i) take down or restrict access to your Content; or (ii) suspend or ban you from using Yapapo.
11. Your statutory rights: These provisions do not affect your statutory rights.

Last updated: July 2025