Client Protection Policy

We hope to maintain good service order and protect the interest of all our members. Therefore, we have implemented a Client Protection Policy with guidelines for members to report disputes. For your protection, please read thoroughly below:

For Your Own Protection

  • Do not send money or valuable items to members.
  • Do not freely provide your contact information, credit/debit card, or bank account details.
  • Use our online services such as Express Forwarding Mail (EMF), Chat, Call Service, etc. These services enhance mutual understanding and minimize risks associated with private correspondence or meetings.
  • Exchange more photographs with members during correspondence.
  • Occasionally use our Call Service for interactive communication with members.

Coverage of Client Protection

If the above measures fail to protect you and result in a dispute, our Protection and Dispute Resolution Service is here to assist.

Eligibility

  • Pre-conditions: The subject matter of the complaint occurred during our paid Services AND the Notice of Complaint was sent to us no later than 90 days thereafter.

Scope of Coverage

  • A profile was posted on our Site without the authorization or knowledge of the person concerned.
  • The individual you communicated with is not the person depicted in the profile.
  • Our services were perceived as defective in quality or timely delivery.
  • Situations as outlined in our Refund Policy.
  • Technical issues arising from our Sites or Services.

Coverage Not Available / Out of Scope

  • More than 90 days have passed since the date of the alleged issue.
  • The complainant has not been in communication with the respondent through our paid Services for over 90 days.
  • The complainant has expressly repudiated their agreement to our Terms of Use, applicable Policies, or Procedures.
  • The nature of the complaint is not rectifiable by us, such as:
    • The outcome of communication with the respondent.
    • The perceived attitude or inclination of further communication with the complainant by the respondent.
  • Alleged misbehavior by the respondent is solely a matter of contravention of relevant national laws and regulations, including but not limited to pornography, deceit, theft.

Despite the above, we welcome notifications for reference to protect all members, including yourself.

Dispute Resolution Service

Notice of Complaint

If your complaint falls within the scope of this Policy, we will assist as follows. Your Notice of Complaint should be in writing and include:

  • Dissatisfaction with Service Quality: Provide evidence such as screenshots, photographs, webpages, video clips, etc. This evidence will help us identify the cause of dissatisfaction and provide solutions.
  • Dissatisfaction with Authenticity of Member Profile / Identity: Provide evidence pointing to the denial and/or unauthorized publication of a non-member’s profile on our Site, along with relevant screenshots, photographs, webpages, video clips, etc. We will adjudicate your complaint promptly with appropriate remedies.
  • If the relevant member’s profile has been removed from our Site at the time of your Notice of Complaint, we will handle your complaint according to our Terms of Use.

Attempts to Reach Settlement

Misunderstandings and confusion often lead to complaints and can frequently be resolved amicably. We encourage settlement to save time, effort, and mental distress.

  • Upon receipt of your Notice of Complaint, we will refer it to the respondent, who must file a written Response within 5 working days. If no Response is received, the respondent will be deemed at fault.
  • Upon receiving the Response, you should reassess the merits of the case. If you do not provide a written Counter-Response within 20 working days, the Complaint will be deemed withdrawn.

Dispute Resolution Team

If your dissatisfaction remains unresolved, you may request our Dispute Resolution Team (DRT) for a final decision via a written Counter-Response. Your Counter-Response should include submissions on fact and/or law explaining why the Response was insufficient.

The dispute resolution process will involve:

  • Review of the parties’ communication through our Site.
  • Evaluation of evidence provided by both parties.
  • Consideration of additional materials as required by our DRT.

The DRT will review the Notice of Complaint, Response, and Counter-Response and issue a decision within 5 working days. This decision may result in the removal of the member’s profile, imposition of a penalty on the service provider, gratuitous payment, or refund of credits, or the dismissal of your Complaint.

The adjudication will be final and binding on the relevant parties.