Complaints procedure
Version 1.1 · Published 17 September 2026
1. What we aim to do
If something has gone wrong, we want to hear about it and put it right. Complaining is free, it does not affect your account, and you do not need to use any particular form of words.
We are not a crisis service and a complaint is not the fastest way to get help. If you are in distress or at risk, the top of our Trust & safety page tells you who to contact, in your country, day and night.
2. Before you start: where does this go?
| Your issue | Where it goes |
|---|---|
| A charge is wrong, or you want money back | Our Refund policy. Email [email protected] and we will treat it as a refund request first |
| Something a Guru said or did | This procedure, section 5 |
| The platform did not work | This procedure |
| How we handle your personal data | Section 8 |
| Something about your safety, or someone else's | Say so at the top of your message. We deal with those first |
You do not have to work out the right category. Send it to us and we will route it.
3. How to complain
Email [email protected], or use the form at Make a complaint. If you use the form, you receive a ticket number straight away. If you email, we confirm in writing that we have your complaint.
You can complain in Dutch, English, German or French and we answer in the language you wrote in.
It helps if you tell us:
- the email address on your account;
- what happened, and when;
- which consultation it concerns, if it concerns one: the date and time, or the session reference from your session history or receipt;
- what you would like us to do.
If you cannot give all of that, send what you have.
4. What happens next
| Step | When |
|---|---|
| We confirm we have your complaint, in writing | Within 2 business days |
| We look into it and give you a substantive answer | Within 14 calendar days |
| If we need longer, we tell you why and when to expect an answer | Before the 14 calendar days are up, and in any event we will answer within 30 calendar days |
| We tell you the outcome, what we are doing about it, and what you can do if you disagree | With the answer |
A complaint is handled by a person. We do not decide complaints automatically.
Refund requests follow the timeline in our Refund policy: we decide on a refund within 5 business days.
5. Complaints about a Guru
Gurus are independent professionals. They set their own prices and provide their consultations on their own account, and we do not direct how they work. What we do is enforce the platform rules every Guru agrees to, and decide whether they stay on the platform.
What we can look at. The content of a consultation is kept for 30 days and then deleted; if you or your Guru flag it, during the consultation or within those 30 days, it is kept for 180 days so that we can review it. How this works is in section 5 of our Privacy policy.
If a session was not flagged, we will still investigate, using the session record, your account history, your description of what happened, and the Guru's, and we will tell you what we were and were not able to establish.
What we may do. Depending on what we find: nothing, a warning, a refund under the Refund policy, removal of a review, temporary suspension, or removal from the platform. We remove a review only for abuse, personal data, illegal content, or another breach of the platform rules, and the author is told why. Where a Guru's listing is affected we tell them what has been said about them and give them a chance to respond first, unless someone's safety means we have to act immediately. We tell them only as much about you as they need in order to answer, and where your complaint concerns safety we do not identify you to them at all.
What we will not do. We will not tell you what action we have taken against a particular person, beyond the fact that we have dealt with it. That is their personal data.
6. Complaints about a charge
A charge you think is wrong is a refund request: our Refund policy sets out when we refund, how to ask, how long it takes, and what to do before you ask your bank to reverse a charge.
Billing disputes are handled by the person responsible for operations. Email [email protected] and say that it concerns a charge.
7. If you are still not satisfied
Come back to us once more. Tell us you want the answer reviewed. Someone not involved the first time will look at it.
Alternative dispute resolution. We are not affiliated to a dispute committee (Geschillencommissie) and are not obliged to take part in alternative dispute resolution. If you would like to use one anyway, the European Commission keeps a list of recognised bodies at consumer-redress.ec.europa.eu/dispute-resolution-bodies, and we will tell you whether we will take part in a specific case.
If you live in Belgium, the Consumentenombudsdienst / Service de Médiation pour le Consommateur (consumentenombudsdienst.be) can take a complaint. If you live in another EU country, the European Consumer Centre in your country advises on cross-border complaints free of charge; in the Netherlands that is ECC Netherlands (eccnederland.nl).
If you live in the United Kingdom, our position is the same: we are not obliged to take part in alternative dispute resolution, and we will tell you whether we will take part in a specific case.
Court. You can always go to court. As a consumer you may bring proceedings in the courts of the country where you live, and the consumer-protection rules of that country continue to apply to you whatever our terms say.
8. Complaints about personal data
Email [email protected]. This includes objecting to something we do on the basis of our legitimate interests; how that works is in section 10 of our Privacy policy. How to exercise your other rights, and the form for doing so, is on our Your data page.
You can also complain to the Dutch data protection authority, the Autoriteit Persoonsgegevens (autoriteitpersoonsgegevens.nl), or to the authority in the country where you live, and you can go to court. You do not have to come to us first.
9. What we record
We keep a record of every complaint: what was said, what we did, and why. We use it to answer you and to decide whether a Guru continues on the platform. Complaint records are kept for 90 days after the complaint is closed. Every quarter we look at complaints as a whole, to see whether the same thing keeps happening.
10. Changes
This is version 1.1; the publication date is shown at the top of this page. Earlier versions are available on request. Material changes are notified to your registered email address before they take effect.
Questions about this page
Email [email protected].