Complaints & Content Removal Policy

Introduction

This document sets out our complaints policy. If you are a User of one of Westbill's sites, this Complaints Policy forms part of your agreement with us.

Who we are and how to contact us

Westbill is operated by Customer Care Corp, a Arizona, USA company.

Interpretation

In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use for all Users. In addition, the term "business days" means any day that is not a Saturday, Sunday, or public holiday in the USA.

Who can use this Complaints Policy?

Whether or not you are a User of one of Westbill's sites , you can use this Complaints Policy to alert us to any complaint you have relating to the site

How to make a complaint

If you have a complaint about Westbill (including any complaint about content appearing on one of Westbill's sites or the conduct of a User), please send your complaint to complaints@westbill.com, including your name, address, contact details, a description of your complaint, and, if your complaint relates to content, the URL for the content to which your complaint relates.

How we will deal with complaints of illegal or non-consensual Content

Following receipt of your complaint of illegal or non-consensual content under section 5 above:

  • We will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint;
  • If we require further information or documents from you, we will contact you to let you know.
  • We will, in good faith, investigate your complaint within seven (7) business days;
  • If we are satisfied that the content is unlawful or non-consensual, we will immediately remove such content, and we will notify you of our decision by email or other electronic message;
  • If we are satisfied that the content is not unlawful or non-consensual, we will notify you of our decision by email or other electronic message.

Any dispute regarding our determination that content is non-consensual will be submitted by us to a neutral arbitration association at our expense.

How we will deal with complaints related to copyright infringement

Complaints related to copyright infringement must be submitted in accordance with our DMCA Policy, and we will respond to copyright infringement complaints as set out in such policy.

How we will deal with other complaints

Following receipt of other complaints (including complaints related to other breaches of our Acceptable Use Policy) under section 5 above:

  • We will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint;
  • If we require further information or documents from you, we will contact you to let you know;
  • We will, in good faith, take the appropriate actions to deal with the issue that your complaint has raised. If you have complained about content that appears on one of Westbill's sites, and we are satisfied that the content otherwise breaches our Acceptable Use Policy, we will act quickly to remove such content.
  • We are not obligated to inform you of the outcome of your complaint.

Unjustified or abusive complaints: If you are a User of one of Westbill's sites, you warrant (which means you make a legally enforceable promise) that you will not make any complaint under this Complaints Policy, which is wholly unjustified, abusive, or made in bad faith. If we determine that you have breached this warranty, we may suspend or terminate your "user account."