Legal

Complaints Policy

Last updated: March 7, 2026

1. Overview

Built by Nature is committed to providing a safe, fair, and transparent platform for all users. We take every complaint seriously and are dedicated to resolving issues promptly and fairly. This policy outlines how you can file a complaint, what to expect during the process, and how we handle different types of concerns.

2. Types of Complaints

Content Complaints

Reports of inappropriate, offensive, or illegal content uploaded to the platform. This includes content that violates our Acceptable Use Policy, community guidelines, or applicable law.

Billing Complaints

Issues related to payment processing, unexpected charges, refund requests, or billing errors. Our payment processing is handled by CCBill.

Contest Complaints

Concerns about contest fairness, suspected rule violations, vote manipulation, or eligibility disputes.

Account Complaints

Issues related to account suspension, access restrictions, verification problems, or account recovery.

Harassment & Abuse Complaints

Reports of bullying, harassment, threats, hate speech, or any abusive behavior directed at contestants, fans, or other users on the platform.

3. How to File a Complaint

To file a complaint, send an email to complaints@builtbynature.com with the following information:

  • •Your name and username on Built by Nature
  • •A clear description of your complaint including what happened, when it occurred, and who was involved
  • •Relevant screenshots or links that support your complaint
  • •Your desired resolution — what outcome you are seeking

4. Response Times

We are committed to handling complaints as quickly as possible:

24 Hours

Acknowledgment

All complaints are acknowledged within 24 hours of receipt.

7 Business Days

Standard Resolution

Standard complaints are investigated and resolved within 7 business days.

48 Hours

Urgent Resolution

Urgent complaints involving illegal content, safety threats, or imminent harm are prioritized and resolved within 48 hours.

5. Billing Disputes

All payment processing on Built by Nature is handled by CCBill. If you have a billing dispute, unexpected charge, or need a refund, you have two options:

6. Escalation

If you are not satisfied with the resolution of your complaint, you may request escalation to senior management. To escalate, reply to your complaint thread or send a new email to complaints@builtbynature.com with the subject line "ESCALATION" followed by your original complaint reference number. Escalated complaints will be reviewed by a senior member of our team and you will receive a response within 5 business days.

7. Reporting Illegal Content

Built by Nature has a zero-tolerance policy for illegal content. If you encounter any content that you believe is illegal, it will be removed immediately upon verification and reported to the relevant authorities. Any suspected child sexual abuse material (CSAM) will be reported to the National Center for Missing & Exploited Children (NCMEC) and the appropriate law enforcement agencies without exception. If you need to report illegal content, contact us immediately at complaints@builtbynature.com with "URGENT: Illegal Content" in the subject line.

8. Contact

For all complaints, please contact us at complaints@builtbynature.com. We are here to help and will work with you to resolve any concerns as quickly as possible.