Активен отговор

At SugarDaddyBalkan, we prioritise safety, transparency, and agile attention to our community.
This policy explains how we receive, prioritise, and respond to requests, complaints, reports, and enquiries.

Official Contact Channels

• Contact Form: /contact
• General Support / Privacy: support@sugardaddybalkans.com
• Abuse/Impersonation Reports … and Collaboration with Judicial Authorities*: reports@sugardaddybalkans.com
• Поверителност: privacy@sugardaddybalkans.com

Classification and Response Times (SLA)

We assign an initial priority to each case and work to meet these objectives:

* Timeframes may vary depending on case complexity. If delays are anticipated, we will inform you of the new estimate.

Case Management Process

1. Receipt and acknowledgement: confirmation through the originating channel with case ID.
2. Analysis and prioritisation: validation of evidence (screenshots, profile IDs, links).
3. Measures (per policies and Terms): warning, restriction of functions, suspension or account blocking, content removal, referral to authorities.
4. Follow-up: relevant updates maintained until closure.
5. Closure and feedback: we communicate the decision and, if applicable, security recommendations.

Moderation and Criteria

• We combine automated systems with human review.
• We do not tolerate harassment, impersonation, scams, unauthorised data sharing, or behaviours that put the community at risk.
• Decisions are based on our Site Policies and Terms of Use.

Appeals

If you disagree with a measure, you may appeal within 20 days by writing to appeals@sugardaddybalkans.com with the case ID and additional information.
A separate team will review your request.

Public Interaction and Transparency

• We publish notices in the help centre for incidents that affect many users.
• We prepare a regular transparency report with aggregated data on reports, response times, and actions (without personal data).

Privacy and Personal Data

• We process reported data solely to manage the case (legal basis: legitimate interest and/or legal compliance).
• Rights of access, rectification, deletion, objection, and portability: write to privacy@sugardaddybalkans.com.
• Incident record retention period: 2 years, unless a different legal obligation applies.
• More information in our Privacy and Cookies Policy.

Collaboration with Authorities

• We respond to valid legal requests and cases involving imminent risk.
• We will not respond to police requests without a court order.
• We request the relevant documentation and record each request for transparency.

Responsible Disclosure of Vulnerabilities

If you detect a security vulnerability:

• Do not exploit or disclose it publicly.
• Write to us at support@sugardaddybalkans.com with steps to reproduce it.
• We will acknowledge within 72 h and provide a status within 7 days.
• We may offer public recognition where appropriate.

Policy Updates

Last review: 20/08/2025.
We may update this policy to improve processes or comply with regulatory changes.
We will maintain a change history.