Complaints & Content Removal Policy

Last updated: 2026-06-09

Purpose

Novelica (operated by Neontree, UAB) is committed to maintaining a safe, lawful, and respectful platform. This policy explains how to report content that you believe is illegal, harmful, or otherwise violates our standards, and what happens after such a report is submitted.

What You Can Report

You may submit a complaint about any content made available through the Novelica platform that you believe:

Is illegal under applicable law (including but not limited to child sexual abuse material, non-consensual intimate imagery, or content that facilitates human trafficking)
Depicts or involves minors in a sexual or exploitative context
Violates the rights of a real, identifiable individual (e.g., defamation, non-consensual depiction)
Breaches Novelica's Terms & Conditions or content standards in any other way

How to Submit a Complaint

Send an email to [email protected] with the subject line: Content Complaint / Removal Request.

Your email must include the following information so we can investigate effectively:

Your name and contact email address
A description of the content you are reporting and why you believe it violates the law or our standards
The location of the content — for example, a URL, a screenshot, or any other information that helps us identify what you are reporting
The date and time you encountered the reported content, as precisely as possible
Your relationship to the complaint — whether you are reporting on your own behalf, on behalf of a third party, or as an authority
Any supporting evidence or documentation (optional but helpful)

We will acknowledge receipt of your complaint by email promptly after it is received.

Review Process

All complaints are reviewed by our Trust & Safety team. Once a complaint is received:

Acknowledgement — We will confirm receipt of your complaint.
Initial assessment — The complaint is assessed to determine its nature, severity, and the information required to investigate.
Investigation — We examine the reported content against our standards and applicable law. We may contact you for additional information if needed.
Decision — A determination is made as to whether the content violates our standards or applicable law.
Action & notification — We will notify you of the outcome and any actions taken.

All complaints will be reviewed and resolved within five (5) business days of receipt. Complex cases requiring external legal review may take longer; in such cases we will notify you of the delay and provide an expected resolution date.

Potential Outcomes

Depending on the findings of our investigation, one or more of the following actions may be taken:

No action — The content is found not to violate our standards or applicable law, and the complaint is closed.
Content removal — The content is removed from the platform immediately.
Account suspension or termination — The account responsible for the content is suspended or permanently banned.
Content modification — In limited cases, content may be modified or restricted rather than removed entirely.
Referral to authorities — Where the content appears to involve illegal activity (including but not limited to child exploitation or human trafficking), we will report it to the appropriate law enforcement authorities or organisations (such as the National Center for Missing & Exploited Children).

Appeals Process

If you disagree with the outcome of a complaint review — either as the reporter or as the account holder whose content was actioned — you may submit an appeal.

To appeal a decision:

Send an email to [email protected] with the subject line: Complaint Appeal – [your original complaint or case reference].

Your appeal must include:

Your original complaint or case reference (if available)
The decision you are appealing
The grounds for your appeal and any new or additional information that supports it

Appeals are reviewed independently by a senior member of our team. You will receive a final decision on your appeal within five (5) business days.

In the event of a continued disagreement regarding an appeal, Novelica agrees to cooperate in resolving the matter through an independent, neutral third party, with any associated costs of that third party to be covered by Novelica.

Contact

For all complaints, removal requests, and appeals:

Email: [email protected]

We take every report seriously. Novelica does not condone illegal content, exploitation, or any violation of individuals' rights, and we are committed to acting on all valid complaints promptly.

Last updated: 2026-06-09