Complaints policy

Anyone can raise a complaint about HHL content, safety, account decisions, privacy, payments or service delivery. You don't need an account or purchase to complain.

Submit a complaint

Email info@hitherline.com. For content removal, use info@hitherline.com or our public Report content page. For billing or refunds, email payments@hitherline.com and include your order code.

Tell us what happened, where and when it happened, and what resolution you're seeking. Include relevant links, a character handle or a description. Don't send passwords, full payment credentials, unlawful imagery or copies of intimate images. If you contact a different HHL address listed here, we'll route the complaint appropriately.

Response and resolution timelines

• Within 24 hours: we acknowledge your report or complaint.
• Immediately upon report: we remove content involving minors or non-consensual intimate imagery from our service pending review.
• Within 48 hours: we action requests concerning a real person's likeness without consent or non-consensual intimate imagery (NCII). For valid requests under the TAKE IT DOWN Act, we remove the reported intimate imagery and make reasonable efforts to find and remove known identical copies within that same period.
• Within 5 business days: we resolve general complaints and explain the outcome.

The 24-hour and 48-hour periods are elapsed hours, including weekends. We prioritize urgent safety reports; the general complaint timeline doesn't delay immediate removal or the 48-hour deadline.

Review and escalation

We give your complaint a reference, review the information and relevant service records, and explain our decision and any corrective action. We may ask for details needed to locate content or understand a payment. Requests for clarification don't postpone urgent protective action.

If you haven't received an acknowledgment within 24 hours, or another deadline is missed, email info@hitherline.com with “Escalation”, your original submission time and your complaint reference if available. KS Ecosystem, LLC will review the handling of the complaint. An escalation doesn't restart the original deadline.

Appeals

If you disagree with a removal, account restriction or complaint outcome, reply to the decision or email info@hitherline.com with “Appeal”, your reference, the decision you're challenging and your reasons or new information. We acknowledge appeals within 24 hours and resolve them within 5 business days, with an explanation.

We reconsider the decision in light of your appeal. Content involving minors or non-consensual intimate imagery remains removed during review. Appeals don't delay required reports to NCMEC or law enforcement. You can also use any complaint or dispute process available through your payment provider or an appropriate public authority.

Record-keeping

We keep a record of the complaint, dates received and answered, relevant evidence, decisions, actions and any appeal to follow up and review policy enforcement. Access is limited to those who need it to handle the matter, meet legal duties or resolve disputes. We avoid unnecessary copies of sensitive imagery. The retention period for complaint records is 3 years. See our Privacy notice for deletion requests and other rights.

Operator and contact

Hit Her Line (HHL) at hitherline.com is operated by KS Ecosystem, LLC, a Wyoming limited liability company. Contact info@hitherline.com. For payments and billing, email payments@hitherline.com.