Complaints & Dispute Resolution

We want volpair to be a safe, fair place. If something’s gone wrong, please tell us. Most issues are resolved quickly.

1. How to complain

Email support@volpair.com with a clear description of the issue and any relevant details (for example, screenshots or the username involved). For complaints about another user’s behaviour, please also use the in-app report tool (their profile → “⋯” → Report).

2. What happens next

• We aim to acknowledge complaints within 2–3 working days.
• We’ll investigate and aim to give you a full response within 30 days; if we need longer, we’ll tell you why.
• For reports about content or conduct, we may remove content, warn, suspend, or ban accounts in line with our Community Guidelines.

3. Appeals

If you disagree with a moderation decision about your account, you can ask us to review it by replying to our decision email. We’ll take a fresh look and respond.

4. Illegal content & safety

We treat reports of illegal content and serious safety concerns as a priority and cooperate with law enforcement where appropriate. If you or someone else is in immediate danger, contact your local emergency services first.

5. Billing complaints

Payments are processed by Apple and Google. For refunds or billing disputes, please also contact them directly (see our Subscription & Refund Terms).

6. Further options

If we can’t resolve your complaint and you’re a consumer, you may have the right to refer certain disputes to alternative dispute resolution or the relevant ombudsman, and you can raise data-protection concerns with the UK Information Commissioner’s Office (ICO) at ico.org.uk.

7. Contact

volpair Ltd, Suite 10, Capital House, 61 Amhurst Road, London E8 1LL, United Kingdom. Company number 17319288.
support@volpair.com