Complaint Policy and Procedure

1. Purpose

This complaint policy describes the process for submitting, reviewing, and handling complaints related to content, payments, or other legal matters on www.leonie-pur.com (the “Website”).

We ensure that every complaint is taken seriously, reviewed, and responded to within a clearly defined timeframe.

2. Submitting a Complaint

Complaints can be submitted at any time via the following contact options:

• via the complaint form at www.leonie-pur.com/report-content www.leonie-pur.com/report-content
• by email to support@leonie-pur.com

To enable prompt processing, the complaint should include the following information whenever possible:

• a description of the issue,
• relevant URLs or content details (if applicable),
• transaction or usage details (if applicable).

3. Review and Response Time

Every properly submitted complaint will be reviewed. We commit to providing a response within a maximum of 5 business days after receiving the complaint.

Depending on the circumstances, processing may include:

• review of the reported content or transactions,
• internal clarification of the facts,
• where appropriate, removal, modification, or blocking of content,
• a reasoned response to the complainant.

4. Special Types of Complaints

Complaints related to copyrights, CSAM, or unlawful content are additionally subject to the applicable special policies (DMCA Policy, CSAM Policy).

5. Closing a Complaint

Once the review is completed, the complaint is considered resolved. Any further legal steps remain unaffected.

6. Contact

All complaints must be sent exclusively to the following address: support@leonie-pur.com