WhaleFinders Complaints Policy

This Complaints Policy explains how to raise a concern or complaint with WhaleFinders, how we handle it, and where to go if your concern is about something we do not control. It applies to WhaleFinders LLC ("WhaleFinders", "we", "us"), a Wyoming limited liability company, and to our business customers, who are OnlyFans management agencies. It forms part of, and should be read with, our Terms and Conditions, our Acceptable Use Policy, our Privacy Policy, our DMCA and Copyright Policy, and our Payment & Refund Policy. Where this policy and the Terms differ, the Terms govern.

Last updated: June 28, 2026.
Effective date: June 28, 2026.

1. What this policy covers

We want to hear from you if something is not right. This policy is a voluntary, good-faith way for our business clients to raise concerns about our service, our billing, our people, our handling of data, or our materials, and for anyone to report a serious safety or abuse concern through the urgent track in Section 8. It is offered as a courtesy and as a matter of good practice. It is not required by Wyoming law, and it does not create rights for consumers, because we sell to businesses, not to consumers.

2. Who can raise a complaint

Most complaints will come from our clients, meaning the OnlyFans management agency that holds the account and contracts with us as a business in the course of its trade. The relationship between us is a commercial agreement between two businesses. Separately, and because some concerns are too important to gate, anyone, including a creator, a member of a creator's audience, or a member of the public, may raise an urgent safety or abuse report under Section 8, whether or not they are our client.

3. What we do, and what that means for your complaint

WhaleFinders provides marketing direction only. We create strategy, content direction, and setup and growth plans. We do not run your accounts, post on your behalf, operate bots, buy traffic, or contact your creators or their audiences. We do not host, store, or control the content that agencies and creators produce or publish; the only content we publish is our own website and blog material and the written briefs we deliver to clients, we do not store sexually explicit media, and we do not store full payment card numbers or card security codes. This matters for complaints, because some things you may want changed live with another company rather than with us. For example, content on a platform such as OnlyFans is controlled by that platform, and card payments are controlled by your bank or our payment processor. Where that is the case, we will say so and point you to the right place.

4. How to raise a complaint

You can raise a complaint through our Contact page, through the shared channel your team already uses with us, by email at admin@whalefinders.com, or through Telegram at @whalefindersupport. To help us look into it quickly, please include the agency or account name, the dates and details of what happened, any relevant messages or references, and what you would like us to do. A business day means a day other than a Saturday, a Sunday, or a public holiday in the United States.

5. Where to send different kinds of complaint

All complaints go to one place: email admin@whalefinders.com, or use our Contact page. To help us act quickly, put the subject of your complaint in the email subject line: "Billing" or "Service" for billing and service issues, "Privacy" for data protection concerns, "DMCA Notice" for copyright concerns, and "URGENT" for safety or abuse reports (please read Section 8 first).

6. How we handle your complaint

When we receive a complaint, we aim to acknowledge it within five business days, to look into it fairly and in good faith, and to give you a substantive response, in writing where appropriate. We may ask you for more information so that we can understand the issue. The timeframes in this policy are good-faith operational targets only. They are not warranties, conditions, or service levels, and a failure to meet a target is not a breach of contract and does not on its own give rise to any refund, credit, or other remedy. Looking into a complaint, and resolving one as a gesture of goodwill, is done without any admission of liability and without giving up any of our rights.

7. If you are not satisfied

If you are not satisfied with our response, you can ask us to review the matter again. Tell us why you think the outcome is wrong, and where possible a person who was not involved in the original response will review the complaint afresh; where that is not possible, the original reviewer will take a fresh look together with anything new you have told us. This is the end of our internal process. It does not replace, and it does not have to be completed before you use, the formal routes described in Sections 10 to 13.

8. Urgent safety and abuse reports

If you or someone else is in immediate danger, contact your local emergency services first. In the United States, call 911. Do not wait for us.

Some concerns are urgent and we treat them separately from ordinary complaints. These include any indication that a person depicted is under 18 or that material is child sexual abuse material, intimate images shared or threatened to be shared without the consent of the person shown, coercion, trafficking, or exploitation of any kind, impersonation of a creator, a brand, or of WhaleFinders, and any breach of our Acceptable Use Policy by one of our clients. You can send an urgent report to admin@whalefinders.com. Reports can be made anonymously, they may be made by people who are not our clients, and we will not retaliate against anyone who reports a concern in good faith.

When we receive an urgent report, we will escalate it immediately and ahead of ordinary complaints, and where the report credibly involves one of our clients we will stop work and suspend or end that client's access, as our Acceptable Use Policy provides. We will preserve the records within our control that are relevant to the matter so that the platform or the authorities can act. We do not download, copy, store, or forward suspected child sexual abuse material, since handling such material is itself unlawful. We will report credible reports of child sexual abuse material, a suspected minor, non-consensual intimate imagery, or trafficking to the National Center for Missing and Exploited Children and to law enforcement where appropriate or required by law, and although we are not a hosting or communications platform and are not required to monitor for such material, we will not ignore it. Because we do not host, store, or control content, we cannot ourselves remove it. We will direct you to the hosting platform, which can act on the content directly, and to the resources in Section 9.

9. Help and reporting resources

The following organizations can act more directly than we can, and we encourage you to contact them where they fit your concern. To report suspected child sexual exploitation, the National Center for Missing and Exploited Children operates the CyberTipline at report.cybertip.org and at 1-800-843-5678, and members of the public can file a report directly. For someone under 18 who appears in a nude or sexual image, the Take It Down service at takeitdown.ncmec.org can help have it removed. For an adult whose intimate images have been shared without consent, StopNCII.org offers a free tool that works without the image ever leaving your device. The hosting platform, such as OnlyFans, has its own reporting and takedown tools and is usually the fastest route to removing content. For coercion or trafficking, the National Human Trafficking Hotline is available at 1-888-373-7888. For anything involving immediate danger or a person at risk, contact your local emergency services or, in the United States, the Federal Bureau of Investigation at tips.fbi.gov.

10. Data protection complaints

If your complaint is about how we handle personal data, please contact admin@whalefinders.com, and see our Privacy Policy, which explains your rights in detail. If you are an individual, you also have the right to lodge a complaint with a data protection supervisory authority, such as your authority in the European Union or the Information Commissioner's Office in the United Kingdom, or with your state Attorney General in the United States. That right is yours to use, and you do not have to raise the matter with us first, although we would welcome the chance to put things right.

11. Billing and payment complaints

If your complaint is about billing, please contact admin@whalefinders.com, and see our Payment & Refund Policy, which explains how billing, renewals, cancellation, and our no-refund terms work. If you have a billing concern, please contact us first so that we can sort it out quickly, rather than starting a chargeback, which may be a breach of the Payment & Refund Policy and of the Terms.

12. Intellectual property and copyright complaints

If your complaint is about copyright or other intellectual property, please contact admin@whalefinders.com and follow our DMCA and Copyright Policy, which sets out how to send a notice, what to include, and how the counter-notice process works. This is a separate process from the rest of this policy.

13. Relationship to our Terms

This policy is a voluntary and informal way to raise and resolve concerns. It is offered without prejudice to the Terms, and it is not a substitute for them. Using this policy does not waive, suspend, extend, or replace any right or obligation under the Terms, including the binding arbitration agreement in Section 20 of the Terms and the governing law and venue provisions in Section 21 of the Terms. Raising a complaint under this policy does not start, and is not a substitute for, any notice of dispute or pre-dispute step that the Terms require, unless it independently meets what the Terms ask for, and it does not pause any time limit or notice period. If anything in this policy conflicts with the Terms, the Terms govern.

14. Confidentiality and no retaliation

We treat complaints confidentially so far as is practical, and we share the details only with the people who need them in order to look into and resolve the matter, or where we are required or permitted by law to share them. We will not retaliate against a client or any other person for raising a concern or making a report in good faith, and we ask that everyone involved in a complaint acts in good faith too.

15. Changes to this policy

We may update this policy from time to time, and the version in force is the one published on our website, with the date shown at the top. If we make a significant change, we will take reasonable steps to let our clients know.

16. How to contact us

If you have any question about this policy, or you want to raise a complaint, you can contact WhaleFinders LLC, a Wyoming limited liability company, through our Contact page, at admin@whalefinders.com using the subject lines described in Section 5, or through Telegram at @whalefindersupport. For our full contractual terms, please see our Terms and Conditions.