Janitor Complaints Policy

Introduction

This document outlines our complaints policy. If you are a user of janitor, this policy forms part of your agreement with us under the Janitor Terms of Service.

Who We Are and How to Contact Us

Janitor, Inc. is a corporation organised under the laws of the State of Delaware, United States. You can contact us at [email protected].

Interpretation

Unless otherwise stated, defined terms have the same meaning as in our Terms of Service. "Business days" means any day that is not a Saturday, Sunday, or public holiday in California, USA.

Who Can Use This Complaints Policy?

Whether or not you hold a Janitor account, you may use this policy to report any issue or concern relating to our platform.

How to Make a Complaint

If you have a complaint about janitor—including any content shown on the platform, the behaviour of a user, or matters relating to billing or refunds—please email [email protected] and include:

  • Your name (or alias) and, if applicable, your Janitor account ID.
  • Contact details for follow‑up.
  • A clear description of your complaint, including relevant dates, message IDs, or screenshots.
  • Any transaction or subscription details (for billing issues).
  • The outcome you are seeking.

For individual chat messages, you may also click the Flag icon next to the message to submit a report directly in‑product.

How We Handle Complaints About Technical Issues or Refund Requests

Upon receiving a complaint regarding a significant technical issue or a refund request:

  1. We will acknowledge receipt within two (2) business days and assign a reference number.
  2. We will investigate the complaint promptly, consulting logs and, where necessary, requesting additional information.
  3. We aim to resolve all such complaints within seven (7) business days.
  4. If the issue materially prevents reasonable use of the service, we may offer a refund, credit, or other remedy at our sole discretion and in line with our Refund Policy.
  5. We will inform you of our decision via email or in‑app message. Disputes regarding our determination may be escalated to our management team.

How We Handle Complaints Related to User Conduct or Content

For complaints involving user conduct or content that may breach our Terms of Service or Acceptable Use Policy:

  1. We will acknowledge receipt within two (2) business days (automatically for in‑product flags).
  2. We will review the reported material in light of our policies, typically within seven (7) business days—sooner for urgent safety matters.
  3. If we require further information, we will contact you.
  4. If we find a policy violation, we will take appropriate action, which may include content removal, account warnings, suspension, or termination.
  5. We will confirm that appropriate action has been taken but may not provide specific details of the outcome for privacy and security reasons.

Unjustified or Abusive Complaints

You agree not to submit complaints that are unfounded, abusive, or made in bad faith. We may suspend or terminate any account found to be abusing this process.

Changes to This Policy

We may modify this Complaints Policy at any time. Changes to this policy are effective immediately.

Thank you for helping us keep Janitor reliable, safe, and enjoyable for everyone.