Complaints & Disputes

How to complain, what to expect, and where to go if we don't sort it out.

Last updated 5 August 2026. Published in terms of section 43(1)(o) of the ECT Act and section 69 of the Consumer Protection Act. All legal documents

1. Complain to us first

Email [Complaints email — not yet published by this deployment] with what happened, when, and what you would like done about it. Include your username and any reference numbers you have.

Acknowledged within 2 business days.
Resolved or substantively answered within 15 business days. If it will take longer, we tell you why and give you a date.
Escalation — if you are unhappy with the answer, say so and it goes to a senior reviewer who was not involved the first time.

2. Complaints about specific things

Unlawful content: Use the takedown notice — it is faster and creates a formal record.
A moderation decision about your account: Reply to the notice we sent you, or email the complaints address. Tell us what you think we got wrong.
A refund or a charge: See Payments, Refunds & Cancellation first — most are resolved without a formal complaint.
Your personal information: Contact the Information Officer at [Information Officer email — not yet published by this deployment].

3. If we do not resolve it

You are not limited to us. Depending on what the complaint is about:

Personal information / privacy: The Information Regulator (South Africa)
JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001
POPIAComplaints@inforegulator.org.za · inforegulator.org.za
Content and classification: The Film and Publication Board
Eco Glades 2, 420 Witch-Hazel Avenue, Centurion
fpb.org.za · Complaints and the online reporting line for prohibited content
Consumer rights: The National Consumer Commission
thencc.org.za
or the Consumer Goods and Services Ombud — cgso.org.za
Payments: Your own bank or card issuer, and the National Financial Ombud Scheme South Africa — nfosa.co.za
Crime: The South African Police Service — 10111, or any police station. We cooperate fully with lawful process.

Approaching a regulator does not cost you anything with us, and you do not need our permission. Nothing on this page requires you to exhaust our process before going to a regulator or a court.

4. Courts

You may also take a dispute to court. The law of South Africa governs, and its courts have jurisdiction. For smaller consumer claims, the Small Claims Court is free and does not require a lawyer.

This document may be updated. Material changes are announced in the app and take effect only after you have had a chance to read them.