Complaints Policy

Last updated: August 20, 2026

Zumido is committed to dealing with every complaint fairly, consistently and promptly. This policy explains who may complain, how to do it, what we will do, and how long it will take. It forms part of our Terms and Conditions.

1. Our commitments

If illegal/unconsented content is reported, it will be removed within 24 hours.

All other complaints are dealt with in a fair and consistent manner, with the aim of resolving them to the complainant's satisfaction whenever possible within 5 days.

The 24-hour removal commitment runs from the moment the report reaches us, not from the moment we finish investigating: the content comes down first and is examined afterwards.

2. Who may complain

Anyone may use this procedure. You do not need an account on the Website. In particular it is open to:

users and subscribers of the Website;
content creators, models, performers and any other person appearing in content on the Website;
a person who appears in content on the Website without having consented to it, or their representative;
rights holders, parents or guardians, law-enforcement officers, and any other third party.

3. How to make a complaint

Use whichever of these routes suits you. All of them reach a monitored mailbox.

Illegal content, content published without consent, or content that may depict a minor — email safety@zumido.com. This is the fastest route and is monitored continuously, including outside office hours. It is the route to use if you appear in content that you did not consent to.
Any other complaint — email complaints@zumido.com.
Contact form — use the contact form on this Website and choose "Complaint" as the subject.
In the app — use the report control shown on every post, profile, message and live stream. Reports raised this way go straight into the moderation queue.
Data-protection and privacy matters — email privacy@zumido.com.
Copyright and intellectual property — email dmca@zumido.com (see our DMCA / Copyright Policy).
Payments, charges and refunds — email support@zumido.com. For questions about how a charge appears on your card or bank statement you may also contact our billing partner Verotel / CardBilling directly at www.vtsup.com or livesupport@verotel.com.
By post — write to us at the company address published in our Terms and Conditions and in the imprint.

Please tell us, as far as you are able: your name and a contact address, your username if you have one, what the complaint is about, a link to or screenshot of the content or conduct concerned, and what outcome you are looking for. If you are reporting content in which you appear without your consent, please say so explicitly — that puts the report on the 24-hour route immediately. You do not need to prove your identity before we act; we remove first.

4. What we do with your complaint

Acknowledgement. We acknowledge every complaint within 24 hours and give you a reference.
Immediate action where required. Where the complaint concerns illegal content, content depicting a minor, or content published without the consent of a person depicted, the content is removed from public view within 24 hours of receipt, and the account concerned is suspended pending the investigation.
Investigation. A member of our trust-and-safety team reviews the report, the content and the account history, and contacts you if anything further is needed. Complaints are logged, assigned and worked through consistently, against the same criteria each time, regardless of who is complained about.
Outcome. We write to you with the decision, the reasons for it, and what we have done. We aim to complete this within 5 days of receiving the complaint. If a complaint is genuinely too complex to resolve in that time we will tell you before the 5 days are up, explain why, and give you a date by which we will come back to you.

5. Content depicting a minor

Any report suggesting that content depicts a minor is treated as the highest possible priority. The content is removed immediately, the account is suspended, the material and the associated account records are preserved, and the matter is reported to the competent law-enforcement authorities and to the relevant child-protection organisations. We cooperate fully with any investigation that follows.

6. Appeals

If you are not satisfied with our decision, reply to the decision email within 14 days and ask for it to be reviewed. The appeal is handled by a different, more senior member of staff who was not involved in the original decision. We aim to give you the outcome of an appeal within 5 days. This applies equally to a complaint you made and to a decision we took about your own account or content.

7. If you are still not satisfied

You may take a data-protection complaint to the Federal Data Protection and Information Commissioner (FDPIC) in Switzerland, or to the supervisory authority in your own EU/EEA member state. You may take a consumer complaint to the consumer-protection authority in your country of residence. You may also bring proceedings before the courts of the Canton of Schwyz, Switzerland, without prejudice to any mandatory right you have to bring proceedings where you live.

8. Records and continuous improvement

We keep a record of every complaint, the decision, and the time taken, for at least three years. We review those records regularly to check that outcomes are consistent, to monitor whether we are meeting the time limits set out in this policy, and to find and fix the causes of recurring complaints.

9. Contact

Complaints team, Zumido
General complaints: complaints@zumido.com
Illegal or non-consensual content: safety@zumido.com