How to make a complaint

What you can complain about

• A charge or a subscription: a payment you don't recognize, a renewal you didn't want, a refund, or trouble cancelling. See our Premium and payments terms.
• Another member: harassment, a fake profile, anything illegal, or anyone who may be under 18. You can also report from his profile in the app, or use our report form.
• Content: a photo or video of you posted without your consent. Our Content Removal (TAKE IT DOWN) policy explains the fast removal process: within 48 hours of a valid request.
• The app itself: something that doesn't work, a mistake we made, or how we handled your account.

What to include

1. Your yoBreeder username and the email address on your account.
2. What happened, with dates and, for a charge, the amount and the name shown on your statement (it appears as our payment provider).
3. What you would like us to do.

What happens next

1. We confirm we received it within 2 business days, with a reference number.
2. We look into it. We may ask you for more detail. Complaints about another member are reviewed by a person; we never act on them automatically.
3. We tell you the outcome and what we did, usually within 7 days. For charges that means a refund, a cancellation, or an explanation of what the charge was.
4. If you're not satisfied, reply to our email and ask for a second review. A different person looks at it again and answers within 7 days.

Billing questions

Premium renews until you cancel. You can cancel at any time in the app, and you keep Premium until the end of the period you paid for. If you believe a charge is wrong, email us before disputing it with your card company: we refund genuine mistakes promptly, and a dispute can take weeks and may close your account while it's investigated.

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