Complaint Policy

Real Wild Fans, LLC takes complaints regarding SparkNow seriously. This Complaint Policy explains how users can submit a complaint or concern, what information may be required, how complaints are reviewed, and what options may be available following our review.

This Policy applies to complaints concerning SparkNow, including: - Account access or account management - Subscription and billing issues - Purchases or charges - Streaming or playback problems - Content availability - Content or moderation concerns - Privacy concerns - Technical problems - Customer service issues - Other issues relating to the use of SparkNow This Policy does not replace procedures for reporting urgent safety concerns, suspected illegal content, copyright infringement, or other matters that may require specialized handling.

Complaints may be submitted by email to: **[email protected]** Please include enough information for us to identify and investigate the issue. Helpful information may include: - Your name - Email address associated with your SparkNow account - A description of the issue - Date and approximate time the issue occurred - Relevant transaction or order information - Name of the affected program, movie, series, or event - Device or platform being used - Screenshots or other relevant information - The resolution you are requesting Please do not send complete credit or debit card numbers by email. For security purposes, we may ask you to verify ownership of the applicable SparkNow account before discussing account-specific or billing information.

After receiving a complaint, Real Wild Fans, LLC may: - Review the information you provide - Review relevant SparkNow account records - Review applicable transaction information - Investigate technical logs or playback information - Review relevant content or account activity - Request additional information when necessary - Work with applicable service providers when required We will make reasonable efforts to acknowledge and investigate complaints promptly. Some matters may require additional time when they involve third-party platforms, payment providers, technical investigations, legal requirements, or other circumstances outside our immediate control. After receiving a complaint, Real Wild Fans, LLC may: - Review the information you provide - Review relevant SparkNow account records - Review applicable transaction information - Investigate technical logs or playback information - Review relevant content or account activity - Request additional information when necessary - Work with applicable service providers when required We will make reasonable efforts to acknowledge and investigate complaints promptly. Some matters may require additional time when they involve third-party platforms, payment providers, technical investigations, legal requirements, or other circumstances outside our immediate control.

Depending on the circumstances and applicable SparkNow policies, a complaint may result in: - An explanation or additional information - Technical assistance - Correction of an account issue - Billing correction where appropriate - Refund consideration where applicable - Restoration or modification of account access - Review or removal of content where appropriate - Enforcement action involving an account - Referral to a payment provider or third-party platform - No further action when we determine that no correction is required Any refund or credit is subject to the applicable SparkNow Terms, Refund Policy, subscription terms, and, where applicable, the rules of the platform through which the transaction was completed.

## 6 Eligible purchases made directly through the SparkNow website may be processed by **Stripe**. If you believe a SparkNow charge is incorrect, contact us at **[email protected]** with the email address associated with your account and relevant transaction information. **Do not email your complete payment-card number.** We will review available SparkNow and transaction records and, when appropriate, work with our payment processor to investigate the issue. Refund eligibility is determined according to the circumstances of the transaction and applicable SparkNow policies and law. ### Third-Party Purchases If you purchased or subscribed to SparkNow through an app store, connected-TV platform, or another third-party service, that provider may control the transaction, billing relationship, cancellation process, and refund process. In those circumstances, you may need to contact or submit a refund request directly through the platform that processed your purchase.

## 7. Subscription Cancellation A billing complaint does not necessarily cancel an active subscription. Users should follow the applicable cancellation procedure for the service through which the subscription was purchased. If your subscription was purchased directly through SparkNow, use the available SparkNow account or subscription-management options. If your subscription was purchased through a third-party platform or app store, cancellation may need to be completed through that provider. ## 8. Escalation If you believe your complaint has not been adequately addressed, reply to the response you received and request an additional review. Include any relevant case information and explain why you believe additional review is appropriate. Real Wild Fans, LLC may conduct an additional review when warranted. ## 9. Privacy Information submitted as part of a complaint may contain personal information. Real Wild Fans, LLC will use complaint information as reasonably necessary to investigate and respond to the matter, maintain appropriate records, prevent fraud or abuse, resolve disputes, and comply with applicable legal requirements. Personal information will be handled in accordance with the **SparkNow Privacy & Cookies Policy**. ## 1 If you encounter content or activity on SparkNow that you believe violates applicable law, infringes another person's rights, presents a safety concern, or violates SparkNow policies, please contact: **[email protected]** For an urgent content or safety report, include **“URGENT CONTENT REPORT”** in the email subject line. Please provide: - The title or description of the content - Where you encountered it - The reason for your concern - Relevant screenshots, links, or other identifying information, when available Real Wild Fans, LLC may review reported material and take action it determines appropriate under applicable law and SparkNow policies. Nothing in this section prevents anyone from contacting emergency services or appropriate law-enforcement authorities when there is an immediate threat to someone's safety. ## 11. Accessibility If you require reasonable assistance submitting a complaint, please contact **[email protected]** and explain the type of assistance requested. We will make reasonable efforts to accommodate appropriate requests. ## 12. Changes to This Policy