Complaints Policy

There may be times where AORTA films does not meet your expectations. In these circumstances we encourage you to let us know. We are committed to learning from your experiences as it will help us to continually improve the content we deliver. AORTA films has a structured approach to resolving complaints.

1. Introduction: This page sets out our complaints policy. If you are a User of www.AORTAfilms.com, this Complaints Policy forms part of your agreement with us.
2. Who we are and how to contact us: AORTAfilms.com is operated by AORTA FILMS LLC. We are a limited company registered in New York, and we have our registered office address at 317 Greenwood Ave. #2 Brooklyn NY 11218.
3. Interpretation: In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use . In addition, the term “business days” means any day which is not a Saturday, Sunday or public holiday in the United States.
4. Who can use this Complaints Policy? Whether or not you are a User of www.AORTAfilms.com, you can use this Complaints Policy to alert us to any complaint which you have relating to AORTA films.
5. Send Complaint
   If you are dissatisfied with a product or service provided by us, you can lodge a complaint with us. Please include in your complaint the following details:
   • your name and contact details;
   • the nature of the complaint;
   • details of any steps you have already taken to resolve the complaint;
   • details of conversations you may have had with us that may be relevant to your complaint and;
   • copies of any documentation which may be relevant.
   • Please send your complaint to helloAORTA@aortafilms.com
6. Evaluation
   We will take note of what information you provide to us. This information will be passed on to the appropriate department of AORTA films to deal with the complaint. We are committed to resolving your complaint within 7 business days.
7. Response
   We will keep in touch with you during the process. If you require support, please email . Once we have finalised your complaint, we will advise you of our findings and any action we have taken.
8. How we will deal with complaints related to copyright infringement: Following receipt of your complaint of copyright infringement:
   • we will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint;
   • if we require further information or documents from you, we will contact you to let you know;
   • we will in good faith investigate your complaint within seven (7) business days;
   • if we are satisfied that the Content is a copyright infringement, we will immediately remove such Content, and we will notify you of our decision by email or other electronic message;
   • if we are satisfied that the Content is not unlawful, we will notify you of our decision by email or other electronic message. Any dispute regarding our determination that Content is a copyright infringement will be submitted by us to a neutral arbitration association at our expense.
9. How we will deal with complaints of illegal or non-consensual Content: 
   Following receipt of your complaint of illegal or non-consensual Content:
   • we will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint;
   • if we require further information or documents from you, we will contact you to let you know;
   • we will in good faith investigate your complaint within seven (7) business days;
   • if we are satisfied that the Content is unlawful or non-consensual, we will immediately remove such Content, and we will notify you of our decision by email or other electronic message;
   • if we are satisfied that the Content is not unlawful or non-consensual, we will notify you of our decision by email or other electronic message.Any dispute regarding our determination that Content is non-consensual will be submitted by us to a neutral arbitration association at our expense.
10. Unjustified or abusive complaints: If you are a User of www.AORTAfilms.com, you warrant (which means you make a legally enforceable promise) that you will not make any complaint under this Complaints Policy which is wholly unjustified, abusive, or made in bad faith. If we determine that you have breached this warranty, we may suspend or terminate your User account.