STREAMLUMI — COMPLAINTS & CONTENT REMOVAL POLICY & PROCEDURES Effective Date: March 18, 2025 | Last Updated: March 18, 2025

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INTRODUCTION

StreamLumi ("StreamLumi", "we", "our", or "us") is committed to maintaining a safe, legal, and respectful environment for all users of our platform at www.streamlumi.com (the "Platform"). User safety and legal compliance are our highest priorities.

All users of the Platform are required to agree to our Terms of Service and Community Guidelines prior to accessing any content. These documents include clearly documented age and identity verification requirements, confirming that all users and broadcasters are a minimum of 18 years of age. This Complaints & Content Removal Policy outlines the procedures we follow when handling complaints regarding illegal, unauthorised, or non-consensual content hosted on or streamed through the Platform.

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1. REPORTING ILLEGAL OR UNAUTHORISED CONTENT

Any user, broadcaster, or third party may report content that they believe to be illegal, unauthorised, or in violation of our policies. Reports can be submitted through the following channel:

• Report Link: Use the "Report Content" link located in the footer of every page on www.streamlumi.com.
• Email: Reports may also be submitted directly to support@streamlumi.com with a clear description of the content and the nature of the complaint.

Reports may be submitted for the following categories of content:

• Content that is illegal under applicable local, national, or international law.
• Content depicting individuals without their knowledge or consent.
• Content that infringes the intellectual property rights of any individual or entity.
• Content involving minors or content suspected of involving minors.
• Any other content that violates our Terms of Service or Community Guidelines.

All reports are treated with strict confidentiality. Reporter information will not be disclosed to the subject of the report unless required by law.

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2. COMPLAINT REVIEW & RESOLUTION

2.1 Review Timeline All complaints submitted through our reporting channels are reviewed and addressed within 5 business days of receipt. Upon completion of the review, the reporter will receive a response outlining the action taken or the outcome of the investigation.

2.2 Immediate Removal Where a complaint relates to confirmed illegal content or content that poses an immediate risk to the safety or rights of any individual, StreamLumi will immediately arrange, request, or execute the removal of such content without waiting for the full review period to conclude. User safety and legal compliance take absolute precedence.

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3. COMPLAINT PROCEDURE

Step 1 — Initial Triage

Upon receipt of a complaint, a designated StreamLumi compliance team member will conduct an initial review of the report. This review will assess the following:

• Reporter information, where provided.
• A full description of the reported content, including any links, timestamps, or references.
• The nature of the complaint, including any claimed rights ownership or consent concerns.
• Any supporting documentation or additional information submitted with the report.

Reports will be categorised and prioritised based on the severity and nature of the complaint.

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Step 2 — Verification

Content Verification: The compliance team will locate the reported content on the Platform or, in the case of live streamed content that is no longer available, review the description and any evidence provided by the reporter.

Rights & Identity Verification: Where applicable, the team will attempt to verify the reporter's claims through the following means:

• Checking publicly available copyright registrations, trademark records, or other rights documentation.
• Requesting supporting documentation from the reporter, including proof of identity, proof of copyright ownership, or copyright registration certificates where applicable.
• Reviewing Platform records, including broadcaster verification documents and consent records held on file.

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Step 3 — Action

Based on the outcome of the verification process, one of the following actions will be taken:

Confirmed Illegal Content: If the reported content is verified as illegal and is hosted on our servers:

• The content will be removed immediately and permanently.
• The case will be escalated to StreamLumi management for assessment of potential involvement of law enforcement authorities.
• A full record of the case will be maintained in accordance with our record-keeping obligations.

Confirmed Unauthorised Content: If the reported content is verified as unauthorised and is hosted on our servers:

• The content will be removed promptly.
• The broadcaster or user responsible for uploading the content will be notified of the removal and reminded of their obligations under our Terms of Service and Community Guidelines.
• Repeat offenders will be subject to formal warnings, account suspension, or permanent account termination at StreamLumi's discretion.

Unclear or Unverified Claims: If the complaint cannot be immediately verified:

• The reporter may be contacted for additional information or clarification to assist with the review.
• The review period may be extended where further investigation is required.

Invalid Report: If the complaint is found to be unfounded, malicious, or submitted in bad faith:

• The reporter may be notified of the outcome with an explanation, where appropriate.
• Repeated submission of false or malicious reports may result in restrictions on the reporter's account.

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4. APPEAL PROCESS — CONSENT CLAIMS

Individuals who are depicted in content on the Platform and who wish to appeal on the grounds that the content was published without their valid consent may submit an appeal through the following process.

4.1 Appeal Submission The appellant should contact our compliance team at support@streamlumi.com with the following information:

• A clear explanation of the basis for the appeal.
• A direct link to or reference identifying the content in question.
• Any supporting evidence relating to the absence or invalidity of consent.

4.2 Identity Verification Upon receipt of an appeal, StreamLumi will attempt to verify the identity of the appellant. This may include requesting a valid government-issued photographic identification document, which will be compared against the individual depicted in the reported content. All identity documents submitted are handled in strict accordance with our Privacy Policy.

4.3 Content Review Our compliance team will conduct a thorough review of the content, the appeal submission, and any evidence of prior consent held on file, including signed consent forms, broadcaster agreements, or other relevant documentation.

4.4 Appeal Outcome All appeals will be resolved within 5 business days of receipt of all required information. The outcome will be one of the following:

Consent Confirmed: If valid consent is established through our review, the content will remain on the Platform and the appellant will be notified of this decision along with the grounds on which consent was confirmed.

Consent Not Established: If StreamLumi is unable to establish that valid, informed consent was obtained prior to the publication of the content, or if the appellant is able to demonstrate that any consent given is void under applicable law, the content will be removed immediately and permanently.

Disagreement on Consent Validity: If there is a genuine dispute regarding the validity or scope of consent that cannot be resolved through internal review, StreamLumi will offer to refer the matter to a neutral, independent third-party mediator to facilitate resolution in a fair and impartial manner.

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5. RECORD KEEPING

StreamLumi maintains a comprehensive and secure record of all reported incidents and complaint cases. Records are retained in accordance with our legal and regulatory obligations and include the following information:

• Date and time the report or appeal was received.
• Reporter or appellant information, where provided.
• A full description of the reported content, including any links or references.
• The category and nature of the complaint.
• All actions taken throughout the review process.
• The final outcome and resolution of the case.
• Any communications exchanged with the reporter, appellant, or broadcaster.

These records are maintained securely and are accessible only to authorised StreamLumi compliance and management personnel.

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6. LEGAL CONSIDERATIONS

Where a complaint involves complex legal questions, potential criminal conduct, or an active legal dispute, the matter will be escalated immediately to StreamLumi management and, where necessary, to our legal counsel. Legal counsel will assess the situation and determine the most appropriate course of action, which may include:

• Cooperation with and reporting to relevant law enforcement authorities.
• Engagement with regulatory bodies or industry compliance organisations.
• Preservation of evidence in accordance with applicable legal requirements.
• Institution of civil or criminal proceedings where warranted.

StreamLumi is fully committed to cooperating with all lawful requests from law enforcement and regulatory authorities in connection with complaints handled under this policy.

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7. REPORTING TO PAYMENT PROVIDERS

StreamLumi submits regular reports to our payment processing partners and card acquirers in accordance with their compliance requirements. These reports detail all flagged content, content removals, takedowns, confirmed illegal content cases, and complaints handled during the reporting period.

• Reporting Schedule: Reports are submitted monthly by the 5th day of each calendar month via the relevant Merchant Portal or designated reporting channel.
• Nil Reports: In the event that no content has been flagged, removed, or subject to complaint during the reporting period, a Nil Report will be submitted to confirm compliance.
• Payment providers covered by this reporting obligation include all active card acquirers and payment processing partners engaged by StreamLumi at the time of reporting.

This reporting process forms part of our ongoing commitment to transparency and accountability with our payment processing partners.

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8. POLICY UPDATES

StreamLumi reserves the right to update or amend this Complaints & Content Removal Policy at any time in response to changes in applicable law, regulatory requirements, or Platform operations. Any material updates will be reflected by a revised "Last Updated" date at the top of this document. We encourage all users to review this policy periodically.

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9. CONTACT US

To submit a complaint, report content, or make an enquiry regarding this policy, please contact our compliance team:

StreamLumi Compliance Team Email: support@streamlumi.com Website: www.streamlumi.com Report Content: Use the "Report Content" link in the footer of www.streamlumi.com

We endeavour to acknowledge all complaints within 24 hours and to resolve all matters within 5 business days.

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