Complaints and Content Removal

How to reach us

Every complaint comes to the same place: our support address, shown on the support page and in the footer of every page. You do not need an account to write to us, and you do not need to be a customer.

It helps if you tell us what happened, when, and — if you have one — the account email involved. If you are reporting something you saw as a customer, telling us which character the conversation was with lets us find it quickly.

What we will do

We aim to acknowledge every complaint within two business days and to tell you the outcome once we have reviewed it. We have not yet committed to a fixed resolution time, and we would rather say that than promise one we have not tested.

A member of staff reads the conversation in question, and can remove content, warn an account, or terminate it.

Urgent reports

Reports of sexual content involving a minor, of non-consensual content, or of a credible threat to someone’s safety are treated as urgent, actioned ahead of anything else, and referred to the appropriate authorities where we are required or able to do so.

If someone is in immediate danger, contact your local emergency services first. We are not an emergency service and cannot respond at that speed.

If you appear in a conversation

Every character on this service is fictional. If you believe a conversation or a character depicts you, or uses your name, likeness or private information, write to us and tell us what you are referring to. We will review it and remove or change what is warranted.

If you disagree with our decision

Reply to us and say so, and a different member of staff will look at it again. If your account was terminated and you believe that was wrong, this is the route to have it reconsidered.

A refund for unused purchased messages does not depend on winning an appeal. It is applied when the account is closed, either way.