Complaint Policy

Last Updated: April 14, 2026

IJB Media and Technologies Limited ("the Company," "we," "us," or "our") is committed to maintaining a high-standard experience for all users of the 18Fanz platform (the "Service"). This Complaint Policy ("Policy") outlines our formal procedures for receiving, investigating, and resolving concerns regarding our Service.

1. Submission of Complaints

(a) Types of Complaints: Users may submit complaints regarding any aspect of the Service, including but not limited to:

  • Platform usability and technical performance;
  • Billing and transaction disputes;
  • Violations of our Terms of Service or Privacy Policy;
  • Creator or Fan conduct concerns.

(b) How to Submit: All complaints must be submitted in writing to our dedicated support team at support@18fanz.com. To ensure a swift resolution, please include:

  • Your 18Fanz username;
  • A detailed description of the issue;
  • Any relevant supporting documentation (screenshots, transaction IDs, etc.).

2. Acknowledgment and Resolution

(a) Acknowledgment: We will acknowledge receipt of your formal complaint within 3–5 business days.

(b) Investigation: Our team will conduct a thorough and prompt investigation, reviewing all relevant data, logs, and circumstances surrounding the issue.

(c) Resolution: We strive to resolve every complaint to the user's satisfaction. Depending on the nature of the issue, resolution may involve technical fixes, account adjustments, discretionary wallet credits (per our Refund Policy), or other appropriate corrective actions.

3. Escalation Procedure

If you feel that your concern was not adequately addressed by our initial support team, you may request an escalation. Please contact our compliance department directly at compliance@18fanz.com. A senior manager will review your case and the previous resolution attempt to ensure a fair and final outcome.

4. Communication

We are committed to transparency. We will provide regular updates on the status of your investigation. If further clarification is needed from your side, we will reach out promptly to avoid any delays in resolution.

5. Confidentiality

Your privacy is paramount. All complaints and associated documentation will be treated with strict confidentiality. Information will only be disclosed to authorized personnel directly involved in the resolution of your specific case.

6. Record Keeping

18Fanz maintains a secure registry of all complaints and their respective resolutions. This data is used internally to monitor service quality and ensure compliance with applicable laws and regulations in Nigeria.

7. Contact Us

For any questions regarding this Policy or to begin the complaint process, please reach out to our team at compliance@18fanz.com.