Introduction of a Complaint
Users may file a complaint against a decision made by HAPPN in the following cases:
Suspension of an account;
Decision not to act upon a reported content.
The complaint can be submitted via email to the following address: dispute@happn.com, within six (6) months of receiving notification of the decision.
The procedure is free of charge.
Processing of the Complaint by HAPPN
This procedure allows the user to have a decision affecting them or a reported content reviewed by HAPPN.
Upon receipt, the complaint is forwarded to the relevant team.
Every complaint will lead to a reassessment of the situation, except in cases of abusive complaints (for example, a complaint that is clearly unfounded or repeatedly submitted after being rejected).
During this review, HAPPN reserves the right to request additional information from the user, which may allow for a reconsideration of the initial decision if necessary.
HAPPN commits to conducting this review within a reasonable timeframe, not exceeding 10 days.
At the conclusion of the review, the user who submitted the complaint will be informed of the outcome and any new decision made by HAPPN if the initial decision is overturned.
Confidentiality
Complaints are handled confidentially and in compliance with applicable regulations on personal data protection.
Information shared during the procedure outlined in this internal policy will only be disclosed to the relevant authorities under the conditions prescribed by applicable regulations.
Fairness and Impartiality
Complaints are handled objectively and impartially, based on the general terms and legal and regulatory provisions, particularly those governing freedom of expression, ensuring fair decisions.
The team follows pre-established procedures to prevent any form of discrimination.
Other Appeal Possibilities
You also have the option to refer the matter to a certified alternative dispute resolution body or to take legal action before the competent jurisdiction.