Complaints Policy

Effective date: 1 January 2026

How to raise a complaint and what to expect from us.

1. Our Commitment

SwitCity is committed to providing a safe, fair, and transparent platform for both creators and fans. We take all complaints seriously and aim to investigate and resolve them promptly, impartially, and with clear communication throughout the process.

2. What You Can Complain About

You may submit a complaint about:

  • Content that violates SwitCity's Content Monitor Policy or community guidelines
  • Harassment, abuse, or threatening behaviour from another user
  • Impersonation of a creator, fan, or public figure
  • Fraudulent activity or scams conducted through the platform
  • Billing errors or unauthorised charges
  • Platform decisions (e.g., account suspension) that you believe were made in error
  • Privacy violations or misuse of your personal data
  • Illegal content including, but not limited to, CSAM or non-consensual intimate imagery

3. How to Submit a Complaint

In-App Reporting

The fastest way to report content or a user is directly through the platform. Every post and profile has a report button. Select the appropriate reason, add any relevant details, and submit. Reports are reviewed by our moderation team.

Email Complaints

For billing disputes, account decisions, privacy issues, or matters not addressable through in-app reporting, email us at hello@switcity.com with the subject line "Complaint: [Brief Description]". Include your account username, a description of the issue, and any supporting evidence (screenshots, links).

4. Our Response Timeline

  • Acknowledgement: Within 24 hours of receiving your complaint
  • Initial review: Within 3 business days
  • Resolution: Within 7–14 business days for standard complaints; complex cases may take longer and you will be kept informed of progress
  • Urgent matters (illegal content, CSAM, immediate safety threats): Reviewed within hours and escalated to law enforcement where required

5. Enforcement Actions

Depending on the severity of the complaint, SwitCity may take the following actions:

  • Content removal
  • Formal warning to the offending account
  • Temporary account suspension
  • Permanent account ban (applied on the second verified violation under our two-strike policy)
  • Referral to law enforcement for illegal activity

Accounts that receive a permanent ban are not eligible for refunds on any outstanding balances.

6. Appeals

If you disagree with the outcome of a complaint or a moderation decision, you may request a review by emailing hello@switcity.com with the subject line "Appeal: [Your Username]". Appeals must be submitted within 14 days of the original decision. Our appeals team will review the case independently and communicate a final decision within 10 business days.

7. False Reports

Submitting deliberately false or malicious complaints is itself a violation of our community guidelines and may result in disciplinary action against your account.