Complaints & Content Removal Policy

We are committed to maintaining a safe, lawful, and respectful environment for all users. If you encounter content on our platform that you believe is illegal or violates our Community Standards, please use the procedures outlined below to report it.

1. Reporting Illegal or Standard-Violating Content

If you discover content that is illegal, infringes upon intellectual property rights, or violates our platform's Community Standards, please report it immediately.

To file a formal complaint, email our team at webmaster@altasmoking.com. Please include the following information in your email to help us expedite the process:

• A direct link (URL) or specific location of the content in question.

• A brief description of why you believe the content is illegal or violates our standards.

• Your contact information (name and email address).

2. Review and Resolution Timeline

We take all reports seriously. Upon receiving your email, our moderation team will conduct a thorough investigation.

Our Commitment: All reported complaints will be reviewed, investigated, and formally resolved within five (5) business days of receipt. You will receive an email confirmation once a final decision has been made.

3. The Review Process

When a complaint is submitted, it undergoes a structured evaluation:

1. Initial Assessment: We verify the report and review the flagged content against local laws and our internal Community Standards.

2. Investigation: Our moderation team evaluates the context and severity of the reported violation.

3. Determination: A decision is made regarding the appropriate action to take, and the reporting party is notified via email.

4. Potential Outcomes of Investigations

Depending on the findings of our review, an investigation may result in one or more of the following outcomes:

• No Action Taken: If the content is found to be compliant with our standards and applicable laws, it will remain on the platform.

• Content Restriction: The content may be hidden, age-restricted, or geoblocked to comply with regional legal requirements.

• Content Removal: The content will be permanently deleted from the platform.

• Account-Level Penalties: The user who posted the content may receive a formal warning, temporary suspension, or a permanent ban, depending on the severity or repetition of the violation.

5. Appeals Process

We strive for fairness, but we recognize that mistakes can happen. If you are the reporting party and disagree with our decision, or if you are the content creator whose material was removed/restricted, you have the right to appeal.

• How to Appeal: Reply directly to the decision email within 14 business days of receiving it. State clearly why you believe the decision was incorrect and provide any additional context or evidence.

• Appeals Review: Appeals are escalated to a senior moderation team member who was not involved in the initial decision. A final, binding determination will be delivered via email within five (5) business days of receiving the appeal.