Complaint Policy

1 Purpose

Damascus Projects Global is committed to providing a professional, transparent, and trustworthy environment for business connections and communication.

This Complaint Policy explains how users and other affected persons can raise concerns about:

• the Damascus Projects Global service;
• another user's conduct;
• business listings;
• live streams;
• video content;
• private interactions;
• suspected fraud or misrepresentation;
• privacy concerns;
• intellectual property concerns;
• account restrictions;
• payments or subscriptions; or
• other matters connected with the service.

The purpose of this Policy is to provide a structured process for receiving, reviewing, investigating, and responding to complaints.

2 Who May Make a Complaint

A complaint may be submitted by:

• a registered Damascus Projects Global user;
• a founder;
• an investor or business contact;
• a person appearing in or affected by content;
• an intellectual property rights holder;
• an authorised representative of a business or organisation; or
• another person who has a legitimate concern relating to the service.

You do not necessarily need to have an account to report certain serious concerns.

3 What May Be Reported

Complaints may concern, among other things:

3.1 Account and Service Issues

• account access problems;
• account restrictions;
• technical problems;
• inappropriate account action;
• suspected unauthorised account activity.

3.2 Business Concerns

• false business information;
• impersonation;
• fraudulent business claims;
• misleading financial information;
• false ownership claims;
• false qualifications or certifications;
• deceptive business representations.

3.3 User Conduct

• harassment;
• threats;
• abusive behaviour;
• discrimination;
• unwanted contact;
• misuse of private information;
• inappropriate behaviour during live sessions or meetings.

3.4 Content Concerns

• copyright infringement;
• trademark infringement;
• unauthorised use of images;
• misleading videos;
• prohibited content;
• manipulated or deceptive media.

3.5 Safety and Fraud

• scams;
• suspected fraud;
• identity deception;
• suspicious payment requests;
• attempts to obtain money through deception;
• serious safety concerns.

3.6 Privacy

• unauthorised disclosure of personal information;
• privacy violations;
• misuse of personal data;
• inappropriate publication of private information.

4 How to Submit a Complaint

Complaints should be submitted through the complaint or reporting channel designated by Damascus Projects Global.

Where applicable, a complaint should include:

• your name;
• contact information;
• your relationship to the matter;
• the account, business, listing, or content involved;
• a clear description of the concern;
• relevant dates and times;
• screenshots, documents, links, or other supporting evidence where available; and
• the outcome or action you are requesting, if applicable.

You should provide accurate information when submitting a complaint.

5 Emergency or Serious Safety Concerns

Certain matters require immediate attention.

If a complaint involves an immediate threat to someone's safety, suspected serious criminal activity, exploitation, or another urgent risk, Damascus Projects Global may prioritise the complaint and take appropriate protective action.

Where appropriate, Damascus Projects Global may also recommend that the complainant contact relevant emergency services or law enforcement authorities.

Damascus Projects Global is not an emergency response service and should not be relied upon as a substitute for emergency services.

6 Fraud and Misrepresentation Complaints

Complaints concerning suspected fraud or material misrepresentation should provide as much relevant evidence as reasonably available.

Examples may include:

• false business ownership;
• fabricated business results;
• false investment claims;
• impersonation;
• fake partnerships;
• fraudulent payment requests;
• fabricated documents;
• deceptive products or services; or
• attempts to obtain money or information through deception.

A complaint is an allegation and does not automatically establish that the reported person or business has committed wrongdoing.

Damascus Projects Global may investigate the available information before taking action.

7 Complaints About Business Listings

Where a complaint concerns a business listing, Damascus Projects Global may review:

• the listing information;
• supporting documents;
• account information;
• relevant communications;
• previous reports;
• available technical information; and
• other information reasonably relevant to the complaint.

Damascus Projects Global may request clarification or supporting information from the listing owner.

Possible outcomes may include:

• no action;
• requesting clarification;
• requesting correction of information;
• adding restrictions;
• temporarily limiting visibility;
• removing specific content;
• removing the listing;
• suspending the account; or
• terminating the account.

8 Complaints About Live Streams

Complaints concerning live streams may relate to:

• disruptive behaviour;
• harassment;
• misleading presentations;
• inappropriate content;
• impersonation;
• fraud;
• privacy concerns;
• unauthorised recording;
• intellectual property infringement; or
• other policy violations.

Damascus Projects Global may review available information relating to the stream and may take appropriate action under its policies.

9 Complaints About Private Communications

Where a complaint concerns a private message, private meeting, or other private interaction, Damascus Projects Global may consider information that is lawfully available to it.

Depending on the circumstances, this may include:

• user reports;
• submitted screenshots;
• relevant account information;
• available metadata;
• communications submitted voluntarily by a complainant; or
• other information reasonably available for investigation.

Damascus Projects Global will not represent that it can automatically monitor or independently verify every private interaction.

Users should report serious concerns promptly.

10 Supporting Evidence

Evidence can help Damascus Projects Global understand a complaint.

Where appropriate, complainants may provide:

• screenshots;
• video recordings;
• relevant messages;
• business documents;
• transaction records;
• links;
• dates and times;
• account names;
• listing information; or
• other relevant material.

Do not submit unnecessary sensitive personal information.

Damascus Projects Global may remove or disregard evidence that is irrelevant, unlawfully obtained, excessively sensitive, or otherwise inappropriate to the complaint process.

11 Acknowledgement of Complaints

Where appropriate and technically possible, Damascus Projects Global may acknowledge receipt of a complaint.

An acknowledgement does not mean that Damascus Projects Global has accepted the allegations as true or determined that a violation occurred.

The time required to review a complaint may vary depending on:

• complexity;
• urgency;
• amount of evidence;
• number of users involved;
• legal considerations;
• technical information available; and
• whether additional information is required.

12 Investigation Process

Depending on the nature of a complaint, Damascus Projects Global may:

• review the information submitted;
• identify the relevant account, listing, or content;
• assess applicable policies;
• review available evidence;
• request additional information;
• contact the affected user where appropriate;
• apply temporary protective measures;
• determine whether a policy violation appears to have occurred; and
• take an appropriate action.

Damascus Projects Global may not disclose every detail of an investigation because doing so could compromise privacy, security, legal obligations, or the integrity of the review process.

13 Fairness and Impartial Review

Damascus Projects Global will seek to assess complaints based on the information reasonably available to it.

A complaint will not automatically result in action against the person or business being reported.

Where appropriate, the reported user may be given an opportunity to provide an explanation or relevant evidence.

However, Damascus Projects Global may take immediate protective action where reasonably necessary to address serious risks, suspected fraud, safety concerns, legal requirements, or significant policy violations.

14 Temporary Protective Measures

While a complaint is being reviewed, Damascus Projects Global may temporarily:

• restrict an account;
• remove or hide content;
• suspend live-stream access;
• restrict messaging;
• limit business listing visibility;
• prevent further contact between accounts; or
• take other reasonable protective measures.

Temporary measures do not necessarily mean that the allegations have been proven.

15 Outcomes

After reviewing a complaint, possible outcomes may include:

• no violation identified;
• no action required;
• educational guidance;
• warning;
• request for correction;
• content modification;
• content removal;
• listing restriction;
• account restriction;
• temporary suspension;
• permanent termination; or
• referral to an appropriate third party or authority where required or appropriate.

The outcome will depend on the circumstances and applicable policies.

16 Confidentiality

Damascus Projects Global will handle complaints with reasonable care and will seek to limit unnecessary disclosure of complaint-related information.

However, complete confidentiality cannot always be guaranteed.

Information may need to be disclosed where reasonably necessary to:

• investigate a complaint;
• protect users;
• enforce company policies;
• comply with law;
• respond to lawful requests;
• address fraud;
• protect rights or property; or
• obtain professional or technical assistance.

Personal information will be handled in accordance with the Damascus Projects Global Privacy Policy and applicable data protection requirements.

17 Anonymous Reporting

Where technically available, Damascus Projects Global may permit certain reports to be submitted without identifying the complainant.

However, anonymous complaints may be more difficult to investigate, particularly where additional information or clarification is required.

Providing contact information may allow Damascus Projects Global to request additional evidence and communicate the outcome where appropriate.

18 False or Malicious Complaints

Complaints should be submitted honestly and in good faith.

Users must not knowingly submit false allegations for the purpose of:

• damaging another business;
• interfering with a competitor;
• removing legitimate content;
• harassing another user;
• manipulating search visibility;
• obtaining an unfair commercial advantage; or
• causing another user's account to be restricted.

Deliberately false or malicious reporting may result in action against the reporting account.

19 Disputes Between Users

Damascus Projects Global may assist with reports concerning violations of its policies, but it is not automatically responsible for resolving private commercial disputes between users.

For example, Damascus Projects Global may not determine:

• whether a private contract was breached;
• whether a business owes another user money;
• whether a commercial transaction was profitable;
• whether a partnership should continue; or
• whether a business relationship should be terminated.

Users should seek appropriate independent professional or legal advice where necessary.

Damascus Projects Global may still take action where the underlying conduct appears to violate its policies or creates a safety, fraud, legal, or platform-integrity concern.

20 Commercial Transactions

Damascus Projects Global is an introduction-only business matchmaking technology.

Users are responsible for their own commercial transactions and due diligence.

Damascus Projects Global does not guarantee:

• payment;
• delivery;
• investment;
• funding;
• profit;
• contracts;
• partnerships;
• customers;
• business performance; or
• any other commercial outcome.

A complaint concerning a transaction may be reviewed where it involves suspected fraud, policy violations, or other matters within Damascus Projects Global's responsibilities.

21 Payment and Subscription Complaints

Complaints relating to subscriptions or payments should include, where available:

• account information;
• relevant subscription;
• date of payment;
• transaction reference;
• amount charged;
• description of the problem; and
• requested resolution.

Payment and refund matters may also be governed by the Damascus Projects Global Refund & Subscription Policy and applicable consumer protection laws.

22 Privacy Complaints

Privacy-related complaints may concern:

• collection of personal information;
• use of personal information;
• disclosure;
• account data;
• deletion requests;
• unauthorised access;
• data security;
• marketing communications; or
• other privacy matters.

Privacy complaints may be escalated to the appropriate privacy or data protection contact within Damascus Projects Global.

Where applicable, individuals may also have the right to complain to the relevant data protection authority.

23 Intellectual Property Complaints

Copyright, trademark, and other intellectual property complaints should identify:

• the protected material;
• the rights holder;
• the content being challenged;
• the basis for the complaint; and
• supporting information demonstrating the relevant rights.

Damascus Projects Global may remove or restrict content where appropriate while reviewing an intellectual property complaint.

False intellectual property complaints may result in action against the reporting account.

24 Appeals

Where a user disagrees with a decision made following a complaint or enforcement action, an appeal may be available depending on the circumstances.

An appeal should identify:

• the original complaint or enforcement action;
• the decision being challenged;
• the reason the user believes the decision should be reconsidered; and
• any new or relevant evidence.

Damascus Projects Global may limit repeated appeals that do not provide new information or a meaningful basis for reconsideration.

25 Repeat Violations

Repeated violations may result in progressively stronger enforcement action.

Factors that may be considered include:

• seriousness of the conduct;
• frequency;
• previous warnings;
• attempts to circumvent restrictions;
• harm caused;
• cooperation during review; and
• applicable legal or safety considerations.

Serious violations may result in immediate suspension or termination without prior warning where appropriate.

26 Law Enforcement and Legal Requests

Damascus Projects Global may cooperate with lawful requests from courts, regulators, law enforcement agencies, or other competent authorities where required by applicable law.

Where permitted, Damascus Projects Global may also disclose information when reasonably necessary to:

• investigate suspected criminal conduct;
• prevent fraud;
• protect users;
• protect the company;
• address serious safety concerns; or
• comply with legal obligations.

27 No Guarantee of Resolution

Damascus Projects Global will make reasonable efforts to review legitimate complaints, but it cannot guarantee:

• that every complaint will result in enforcement;
• that every allegation can be verified;
• that every dispute can be resolved;
• that all harmful conduct will be detected;
• that every fraudulent user will be identified; or
• that a particular outcome will be provided.

Some matters may depend on information that Damascus Projects Global does not possess or cannot lawfully obtain.

28 Abuse of the Complaint Process

The complaint system must not be used as a tool for:

• retaliation;
• harassment;
• intimidation;
• commercial sabotage;
• censorship of legitimate criticism;
• manipulating another user's account;
• repeatedly submitting the same unsupported complaint; or
• circumventing other company policies.

Damascus Projects Global may restrict reporting functionality where it is being seriously abused.

29 Relationship with Other Policies

This Complaint Policy operates together with the Damascus Projects Global:

• Terms of Use;
• Privacy Policy;
• Acceptable Use Policy;
• Community Guidelines;
• Business Listing Rules;
• Video Content Rules;
• User Verification Policy;
• Business Verification Policy;
• Fraud and Misrepresentation Reporting Policy;
• Intellectual Property Policy; and
• Refund & Subscription Policy.

Where another policy establishes a more specific procedure for a particular type of complaint, that procedure may apply.

30 Changes to This Policy

Damascus Projects Global may update this Complaint Policy from time to time to reflect:

• changes in the service;
• changes in complaint procedures;
• legal or regulatory requirements;
• improvements to user protection;
• changes in technology; or
• lessons arising from the operation of the service.

The updated version will become effective on the stated effective date.

31 Contact

Complaints and policy-related concerns may be submitted through the designated complaint or support channel.

• Damascus Projects Global
• Company Number: 17464784
• Registered Office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
• Website: https://damascusprojects.com
• Business/Support Email: support@damascusprojects.com
• Privacy Email: privacy@damascusprojects.com

When submitting a complaint, please include sufficient information for Damascus Projects Global to identify and understand the matter.

32 Our Complaint Standard

Damascus Projects Global follows five principles when handling complaints:

• Listen carefully. Take legitimate concerns seriously.
• Review fairly. Consider the available evidence before reaching an outcome.
• Protect users. Take appropriate action where safety, fraud, privacy, or serious policy concerns arise.
• Respect privacy. Handle complaint information responsibly.
• Act responsibly. Apply our policies consistently while recognising that not every dispute can be resolved by Damascus Projects Global.

Last Updated: 17th September 2026
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