Complaint Handling Policy
Last updated: 2026-09-25
1. Purpose
This policy describes how Zayka (operated by Renbark LLC, Wyoming) receives, triages, investigates and resolves complaints from users and third parties about content, conduct, billing and safety. It complements our Content Policy and does not override any obligation described there.
2. Channels
Complaints are accepted through the in-app report form (the most direct route — it attaches technical context automatically) and by email to [email protected] or [email protected]. Complaints forwarded to us by payment processors or regulators follow the same track with priority.
3. Triage and timelines
We acknowledge every complaint within 48 hours and aim to resolve routine matters within 7 days. Reports alleging child sexual abuse material, non-consensual intimate imagery of a real person, or other illegal content skip the queue entirely: the content is removed on detection, evidence is preserved, and where the law requires, we report to the relevant authorities.
4. Investigation and outcomes
A human moderator investigates every complaint. Outcomes include content removal, account warning, suspension or termination — and where a complaint shows we made a mistake, restoration and an apology. We tell the complainant the outcome of their own complaint; we do not disclose enforcement details about other users' accounts.
5. No retaliation; records
Nobody is penalized for filing a complaint in good faith, including complaints about our own decisions. We keep records of complaints and outcomes so that systemic issues are identified and handled consistently. Billing disputes follow our Refund Policy and the rules of the payment provider used.