Content Moderation & Complaints

Content Moderation and Complaints Policy

This policy explains how MB "St. Bruno Group Of Companies" handles content moderation, restrictions, and complaints on https://brunosglam.com/.

Scope

This policy applies to user-submitted content, communications, reviews, reports, product-related submissions, and any other information submitted through https://brunosglam.com/.

Prohibited content

Users may not submit, upload, publish, transmit, or otherwise make available content that:

is illegal under applicable law;
infringes intellectual property rights;
is fraudulent, misleading, deceptive, or abusive;
contains threats, harassment, hate speech, or discriminatory content;
contains malware, spam, phishing, or harmful technical material;
attempts to sell or promote prohibited, counterfeit, unsafe, or unauthorized products;
violates our Terms & Conditions or applicable laws.

Content moderation measures

We may review, restrict, remove, or disable access to content where we reasonably believe that the content is illegal, violates our Terms & Conditions, creates risk for users, or may expose the company or users to legal or safety risks.

Possible measures include:

removing or disabling access to content;
restricting access to certain website features;
suspending or terminating accounts where applicable;
refusing or cancelling orders linked to illegal, fraudulent, or abusive activity;
reporting suspicious or unlawful activity to competent authorities where required.

Human review and automated tools

Content and reports may be reviewed manually by our team. We may also use technical tools to detect spam, fraud, security risks, abusive behaviour, or suspicious website activity.

Any important decision relating to removal, restriction, or rejection of a notice may be reviewed by a human member of our team upon request.

Complaints

If you believe that we incorrectly removed, restricted, or failed to act on content, you may submit a complaint by email to: help@brunosglam.com

Please include:

your full name;
your email address;
the relevant URL, order number, account, product, or content;
a clear explanation of the issue;
any supporting documents or screenshots.

We will review complaints in a timely, fair, and non-discriminatory manner.

We aim to acknowledge receipt of complaints within 48 hours of receiving them.

We aim to review and provide an initial response to complaints within 7 business days. Where a complaint requires further investigation, including review of account activity, order details, product information, content, reports, or communication history, we may require additional time. In such cases, we will inform the complainant and aim to provide a final decision within 14 business days from the date the complaint was received.

If you are not satisfied with our final decision, you may request an appeal by emailing us at: help@brunosglam.com

Appeals must be submitted within 14 days of receiving our final decision and should include:

the original complaint details;
the reason you disagree with our decision;
any additional supporting documents, screenshots, or information.

Where reasonably possible, appeals will be reviewed by a different member of our team who was not involved in the original decision. We aim to provide a response to appeals within 14 business days of receiving the appeal. The outcome of the appeal will be considered our final internal decision on the matter.

Abuse of reporting system

Users must not submit false, misleading, abusive, or repetitive notices or complaints. We may reject notices or complaints that are manifestly unfounded, abusive, or submitted in bad faith.