Complaints Policy

We take all complaints seriously and aim to resolve them fairly and quickly. This Policy explains how to raise a complaint, what to expect, and what options are available if you remain unsatisfied.

1. How to Submit a Complaint

In-platform reporting

The fastest way to report content or user behaviour is through the report button on every post, profile, message, and call listing.

Email

What to include

• Your username and account email address.
• A clear description of your complaint and the date(s) involved.
• Any relevant usernames, URLs, or screenshots.
• What outcome you are looking for.

2. How We Handle Your Complaint

Step 1 — Acknowledgement

We will acknowledge your complaint within 2 business days, give you a reference number, and tell you who is handling it.

Step 2 — Investigation

• Content and user behaviour complaints: 5 business days.
• Account decision appeals: 7 business days.
• Payment and billing disputes: 10 business days.
• Privacy and data complaints: 30 days.

Step 3 — Resolution

We will send you a written response explaining our findings, any action taken, and your options if you remain dissatisfied.

3. Content and Account Complaints

If we remove your content or take action against your account, you can appeal within 30 days by emailing support@clapcall.com with your username, the date of the action, why you believe it was incorrect, and any supporting evidence. Appeals are reviewed by a team member not involved in the original decision within 7 business days.

4. Payment and Billing Complaints

If you have a dispute about a call charge or gift payment, email support@clapcall.com with your username, the transaction reference, the amount in question, and a description of the issue. Please contact us before initiating a chargeback with your card provider.

5. Privacy Complaints

Email legal@clapcall.com. We respond within 30 days. If unsatisfied, escalate to:

• UK: Information Commissioner's Office — ico.org.uk
• EU: Your national supervisory authority — edpb.europa.eu
• California: California Privacy Protection Agency — cppa.ca.gov

6. Confidentiality

All complaints are treated confidentially. We will not share your identity with the subject of a complaint except where required by law or strictly necessary to investigate it.

7. Contact Summary