Complaints Policy

Last updated: March 17, 2026

Zumido GmbH ("Zumido") is committed to resolving complaints fairly, consistently, and promptly. This policy explains how you can raise a complaint, what to expect, and how we handle disputes.

1. What You Can Complain About

Content that violates our Community Guidelines or Terms and Conditions
Account suspension, termination, or content removal decisions
Payment disputes, billing errors, or withdrawal issues
Privacy concerns or data protection matters
Harassment, abuse, or other behaviour by another user
Technical issues that have not been resolved through normal support channels
Any other concern about the Platform or our services

2. How to File a Complaint

In-platform reporting: Use the report button on any content, profile, or message to flag violations directly.

Email: Send a detailed complaint to complaints@zumido.com. Include your username, a clear description of the issue, any relevant evidence (screenshots, URLs), and the outcome you are seeking.

Contact form: Use the contact form on our website, selecting "Complaint" as the subject.

3. What Happens Next

Acknowledgement: We will acknowledge your complaint within 2 business days
Investigation: A member of our team will review your complaint, gather relevant information, and may contact you for additional details
Resolution: We aim to resolve all complaints within 14 business days. If the matter is complex and requires more time, we will inform you of the expected timeline
Outcome: You will receive a written response explaining our decision and any actions taken

4. Urgent Matters

Reports involving child safety, non-consensual intimate imagery, or immediate threats to safety are treated as urgent and actioned within 24 hours. Content will be removed immediately pending investigation.

5. Appeals

If you are not satisfied with the outcome of your complaint, you may request an appeal by responding to the decision email within 14 days. Appeals are reviewed by a senior member of staff who was not involved in the original decision. You will receive the appeal outcome within 14 business days.

6. External Resolution

If you remain unsatisfied after the appeals process, you may:

Contact the Federal Data Protection and Information Commissioner (FDPIC) for data protection matters
Contact the relevant consumer protection authority in your jurisdiction
Initiate legal proceedings in the courts of Zurich, Switzerland, in accordance with our Terms and Conditions

7. Record Keeping

We maintain records of all complaints and their outcomes for a minimum of 3 years. These records are used to identify patterns, improve our processes, and ensure consistency in decision-making.

8. Contact

Complaints Team
Zumido GmbH
Email: complaints@zumido.com

Complaints Policy