REALMIRAGE
Complaints and Content Removal Policy
Darwin AI Technologies Ltd., operating as RealMirage
Suite 1430, 150 — 9th Avenue SW, Calgary, Alberta T2P 3H9, Canada
Effective Date: October 12, 2026
Version: 1.2
1. Purpose and Scope
This Complaints and Content Removal Policy ("Policy") describes how any person — whether or not they hold a RealMirage account — may report content on the RealMirage platform that they believe is illegal, infringes their rights, or violates our published standards, and how RealMirage reviews, resolves, and acts on those reports.
This Policy supplements the Terms of Service, the Content Policy, and the Community Guidelines. The content standards themselves are defined in the Content Policy; this Policy governs the complaint, review, removal, and appeal process.
2. How to Report Content
You may report content through either of the following channels:
2.1 In-platform reporting tool. Every piece of published content on the Platform carries a reporting affordance. Reports submitted through the in-platform tool are routed directly to our moderation review queue.
2.2 Email. Complaints may be submitted to [email protected]. To help us act quickly, please include: (a) a link to or precise description of the content in question; (b) the reason for the complaint (for example: suspected illegal content, non-consensual depiction, use of a real person's likeness, intellectual property infringement, or other policy violation); and (c) your contact information if you wish to receive the outcome of the review.
You do not need a RealMirage account to submit a complaint by email. Reports may be submitted by the person affected, their authorized representative, or any third party.
3. Review Process
3.1 Acknowledgment. All complaints receive confirmation of receipt.
3.2 Human review. Every complaint is reviewed by a human member of our compliance team. Reported content is assessed against the Content Policy, the Community Guidelines, and applicable law.
3.3 Interim measures. Where a complaint alleges content that may be illegal, or where the potential harm of continued availability is serious (including any allegation of non-consensual intimate imagery or the depiction of a real, identifiable person), the content may be removed from public availability or placed under restriction immediately, pending completion of the review.
3.4 Illegal content. Content identified as, or reasonably suspected to be, child sexual abuse material is quarantined immediately and handled under our mandatory reporting obligations, including reporting to the Canadian Centre for Child Protection and cooperation with law enforcement as required by law. The complaint process described in this Policy does not delay or condition those obligations in any way.
4. Resolution Timeline
All reported complaints are reviewed and resolved within five (5) business days of receipt. "Resolved" means that a review decision has been made and any resulting enforcement action has been initiated.
Where you have provided contact information, we will notify you when the review of your complaint is complete and advise whether it resulted in action. For privacy and safety reasons, we do not disclose the specific enforcement action taken against another user's account.
5. Potential Outcomes
Following review of a complaint, RealMirage may take one or more of the following actions:
- Content removal — the content is removed from the Platform;
- Content restriction — the content is withheld from public availability pending further review or corrective action;
- Account enforcement — a warning, revenue hold, suspension, or permanent termination of the responsible account, scaled to the severity of the violation as described in the Content Policy;
- Reporting to authorities — where required by law, the matter and associated records are reported to the authorities of competent jurisdiction and preserved for law enforcement;
- No action — where the review determines that the content does not violate our standards or applicable law, the content remains available and, where you have provided contact information, you will be advised of that outcome and the reason for it.
6. Appeals
6.1 Appeals by complainants. If you submitted a complaint and disagree with the outcome, you may request re-review by replying to the outcome notification or writing to [email protected] within fourteen (14) days, identifying the original complaint and the basis for your disagreement.
6.2 Appeals by content owners. Studios whose content is removed under this Policy receive written notification including the reason for removal, and may appeal as set out in the Content Policy: by contacting [email protected] within fourteen (14) days of the notification. Appeals are reviewed by a senior compliance staff member who was not involved in the original decision. If the Studio disagrees with the outcome of the appeal, the Studio may request that the disagreement be referred for resolution to a neutral, independent third party. RealMirage bears the cost of that neutral review. During the appeal period, the enforcement action remains in effect.
6.3 No appeal for mandatory-reporting matters. There is no appeal process for removals or account terminations resulting from suspected child sexual abuse material, mandatory reporting triggers, or law enforcement holds.
6.4 Neutral resolution of appeal disagreements. Where a complainant or a Studio disagrees with RealMirage's decision on an appeal under this Section, and the disagreement cannot be resolved between the parties, RealMirage will submit the disagreement to a neutral, independent body for resolution. The cost of that neutral review is borne by RealMirage. This Section does not apply to matters described in Section 6.3.
7. Non-Consensual and Likeness-Based Complaints
RealMirage hosts only wholly AI-generated content and prohibits content depicting or derived from the likeness of any real, identifiable person (see the Content Policy). If you believe content on the Platform depicts you or a person you represent, report it under Section 2 identifying yourself as the affected person or their representative. Such complaints are treated with priority, and content subject to a credible likeness or non-consent complaint is removed or restricted immediately pending review.
8. Abuse of the Complaint Process
Complaints submitted in bad faith — including knowingly false reports and automated or bulk report flooding — may result in account enforcement against the reporting account and may be disregarded. This does not limit any person's right to submit a genuine complaint.
9. Amendments
RealMirage may update this Policy at any time. Material changes will be communicated through the Platform. The current version is always available through the Platform footer.
10. Contact
Complaints, content removal requests, and questions about this Policy:
Darwin AI Technologies Ltd., operating as RealMirage