TRUST & SAFETY
Complaints & Appeals
Version AY-TRUST-2026-10-04
Who can report
Clients, hosts, guests, and affected people without accounts can use the report form. A suspended account can still access its own Trust cases. You do not have to create an account or confirm that you are an adult to report a concern about a minor.
What to include
Describe what happened and identify the profile, message, booking, or content location. Add relevant dates and a safe contact email if desired. Do not upload or redistribute intimate imagery, suspected child sexual abuse material, identity documents, passwords, or payment credentials. Reference the existing content instead.
Tracking and updates
Save the private tracking link shown after submission. Its access code, not a case number or email address, unlocks guest case updates. Keep it private. Signed-in reporters can also see their own cases. The tracker shows the review status and next-update target when assigned. Reports are not monitored as an emergency service.
Review and decisions
An authorized reviewer assesses the available facts, may request information, and records the policy basis and next action. Reporter-visible updates are separate from restricted internal notes. A&Y may take protective action during review without deciding the final financial or account outcome.
Appealing a decision
After a Trust case is resolved or dismissed, use its tracker to submit new evidence or explain a factual or procedural error. The appeal stays linked to the original case. Account or content decisions without a Trust case can be reported under Account restriction or moderation appeal with the decision reference. Where possible, a different reviewer should assess the appeal; A&Y does not promise an independent reviewer while operated by one owner.
Payments and privacy
A case decision does not automatically refund a purchase, release earnings, restore an account, or republish content. Authorized staff use the separate controls and applicable booking terms. Reports are handled with restricted access, but absolute confidentiality cannot be promised where investigation or law requires disclosure.
Urgent concerns
For immediate danger, contact emergency services. Suspected minors, coercion, and nonconsensual intimate content are prioritized. Applicable legal removal or reporting deadlines take precedence over ordinary support targets. Use the dedicated content-removal category for intimate imagery.