This Complaints Policy explains how users, visitors, and affected individuals may report content, accounts, listings, or activity on ad18.ca ("AD18," "the Platform," "we," "us," or "our") that they believe violates AD18's Terms of Service, Acceptable Use Policy, Privacy Policy, ID Verification Policy, or applicable law.

AD18 takes complaints seriously and reviews submissions to help protect Platform safety, compliance, and integrity.

This Policy applies to complaints about ads, users, account activity, prohibited content, fraud, harassment, impersonation, illegal content, safety concerns, or other suspected violations.

Complaints may be submitted by contacting:

AD18 Support support@ad18.ca

Where available, users may also submit complaints through Platform reporting tools, support tickets, or report buttons on ads.

Please include as much of the following as possible:

• A link or screenshot identifying the content or ad
• The ad title, username, or account involved, if available
• A clear description of the issue
• The reason you believe the content or activity violates AD18 policies or applicable law
• Any supporting evidence, screenshots, receipts, messages, or relevant details
• Your contact information so AD18 can respond if appropriate
• Any urgent safety concerns

Incomplete complaints may take longer to review.

Complaints may include, but are not limited to:

• Scam or fraud
• Stolen photos or unauthorized images
• Impersonation
• Misleading category, location, price, or description
• Spam, duplicate ads, or abusive posting
• Harassment, threats, hate speech, or doxxing
• Personal information posted without consent
• Illegal goods or illegal services
• Escorting, sexual services, paid companionship, or arranging sexual activity
• Human trafficking, exploitation, coercion, abuse, or non-consensual content
• Content involving minors or suspected minors
• Payment, refund, billing, or support concerns
• Other violations of AD18 policies or applicable law

AD18 aims to review complaints within five (5) business days.

Urgent complaints involving minors, exploitation, trafficking, credible threats, imminent harm, impersonation, fraud, illegal content, or serious safety concerns may be prioritized and reviewed more quickly.

Some complaints may require additional time due to complexity, missing information, identity verification, legal review, payment processor review, technical investigation, or involvement of third parties.

AD18 does not guarantee that every complaint will be resolved within a specific timeframe.

AD18 may investigate complaints using available Platform records, including:

• Ad content
• Account information
• Images and uploaded files
• Contact fields
• Payment or invoice records
• Support records
• User reports
• Moderation history
• Audit logs
• Technical records
• Other relevant evidence

AD18 may contact the complainant, the affected user, the poster, payment processors, service providers, or other parties where necessary and appropriate.

AD18 may limit what information it shares during or after an investigation to protect privacy, safety, legal compliance, fraud prevention, payment processor requirements, or Platform integrity.

After reviewing a complaint, AD18 may take one or more of the following actions:

• Remove the content
• Edit, restrict, hide, or disable the content
• Shadowban or limit visibility of the content
• Place the content or account under review
• Reject or suspend an ad
• Suspend, restrict, or permanently ban an account
• Request additional information from involved parties
• Preserve records for legal, safety, payment, fraud, or compliance purposes
• Report the matter to law enforcement or appropriate authorities where required or permitted by law
• Close the complaint with no action if no violation is found

Outcomes may be communicated to the complainant where appropriate, unless legal, privacy, safety, operational, or compliance restrictions prevent disclosure.

Complaints involving minors, exploitation, human trafficking, coercion, credible threats, imminent harm, fraud, or serious illegal activity may be escalated immediately.

AD18 may remove or disable content before completing a full investigation where there is a serious safety, legal, payment processor, or Platform integrity concern.

AD18 may preserve relevant records and cooperate with law enforcement, regulators, payment processors, or other appropriate authorities where required or permitted by law.

If your complaint involves content depicting you, impersonating you, using your identity, or using your images without permission, AD18 may treat the matter as a takedown request under the Appeals & Takedown Policy.

AD18 may request reasonable proof of identity or authorization before taking action where identity, consent, ownership, or legal rights are disputed.

If you disagree with the outcome of a complaint review, you may appeal by contacting:

support@ad18.ca

Appeals should include:

• The original complaint reference, if available
• A clear explanation of why you believe the decision was incorrect
• Any new or additional evidence
• Any urgent safety concerns

Where practical, appeals may be reviewed by a different administrator or reviewer.

AD18 may approve, deny, partially approve, or request more information. Final discretion remains with AD18.

Users must not submit false, malicious, abusive, repetitive, fraudulent, or bad-faith complaints.

Abuse of the complaint process may result in:

• Denial of the complaint
• Limits on future reporting
• Account restriction
• Suspension or permanent ban
• Preservation of records
• Referral to appropriate authorities where applicable

AD18 may preserve complaint records, content records, account records, payment records, support records, moderation records, audit logs, or related evidence where necessary for:

• Safety investigations
• Legal compliance
• Fraud prevention
• Payment disputes
• Moderation history
• Platform enforcement
• Law enforcement cooperation
• Payment processor or compliance requirements

Removal of public content does not always mean all internal records are immediately deleted.

AD18 may update this Policy from time to time to reflect changes in law, Platform operations, payment processor requirements, moderation practices, safety standards, or compliance requirements.

The "Last Updated" date indicates the current version.

Continued use of the Platform after an updated Policy is posted constitutes acceptance of the revised Policy.

For complaints, reports, appeals, or policy questions, contact:

AD18 Support support@ad18.ca