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Complaints and Content Removal Policy

Operated by: PXL NexQuantum Ltd, Republic of Cyprus (EU)
Applies to: Guests, Members, Free Users, Earners, rights holders, authorities, and anyone else who wants to report something

1. What this is

How you tell us something on Yunoh is wrong, what we do about it, and how you challenge a decision.

Anyone may report: a Guest, a Member, a Free User, an Earner, a parent or guardian, a rights holder, a public authority, a person who appears in content without consenting, or someone who has never used Yunoh. No account is needed, and reporting is free.

Report illegal content or conduct; a breach of the User Agreement or the Chat Rules; anything in a Message; a profile photo or first name; a privacy or image concern, including any attempt to record or share a Session; intellectual property infringement, under section 8; or a decision we made about you, under section 6. Data protection rights requests go to privacy@yunoh.com under the Privacy Policy.

2. How to report

In the product: from a live Session, using the report control both Users have throughout; from a Session that has ended, in your People you met history; from a profile photo or first name, at that person's entry in your People you met history; from a Message; or from an account. Reporting a live Session is the most useful route of all. There are no public profiles on Yunoh and nothing to browse.

By email: support@yunoh.com, subject line "Report", or "Urgent: risk to a child" or "Urgent: risk to life". Two things do not come here: anything involving a child goes to childsafety@yunoh.com, and a non-consensual intimate image to ncii@yunoh.com, under section 7. Each has its own queue. A report sent to the wrong address still counts: we reassign it, and it loses neither its place nor its deadline. Post reaches us at the address below, but is slow. There is no telephone support; support is by email and by support chat in the app.

What to include: what is wrong and why, not simply that you dislike it; where it is, which an in-product report supplies automatically; your name and email, so we can acknowledge and answer, except that you never need to identify yourself to report suspected child sexual abuse or exploitation; and a good-faith statement that it is accurate as far as you know. If we can identify and assess the content we act; if not, we ask. A section 7 request has its own shorter list.

Evidence. A Session is never recorded, so a reviewer works from what was generated live (a flagged still, a classifier score, a timestamped event) with in-Session chat and account history. A Message is stored and reviewed as it was sent. Do not record a Session to report it: recording is prohibited, and we do not need it.

3. What happens, and when

We acknowledge first and answer afterwards: two different things. These are operating targets, not contractual guarantees; where mandatory law sets a shorter deadline, the legal deadline prevails. The first two rows are not targets at all, and nothing below them displaces either.

What is reported Automated response, at any hour Our time
Anything involving a child, child sexual abuse material, or an imminent risk to life Session ended, immediate temporary hold placed on the accounts, evidence preserved Immediate, at any hour, inside or outside the staffed shift, ahead of every queue. No target in this table applies to it
A non-consensual intimate image: removal request to ncii@yunoh.com, section 7 Restricted on a high-confidence signal The depiction is removed within 48 hours of a valid request. We make reasonable efforts to find and remove known identical copies on the Platform. A legal deadline, not a target
Threat of violence, coercion or trafficking Session ended on a high-confidence signal 1 hour in the staffed shift; on-call responder paged outside it
Nudity, partial nudity or sexually explicit conduct in a Session Session ended. For nudity or partial nudity, a warning; any suspension is decided by a person, and repetition escalates. For sexually explicit conduct, an immediate temporary hold on the account pending review by a person 12 hours, in the staffed shift
Other suspected illegal content Flag raised; action on a high-confidence signal 24 hours
Harassment, other breaches of our rules, and other privacy and image concerns Flag raised into the queue Five business days: the general answer target
Intellectual property notices, section 8 Not applicable Five business days
Acknowledgement of anything you send us Automatic and immediate where you gave contact details 24 hours for illegal content, child-safety reports and safety reports; three business days for everything else
An appeal, section 6 Not applicable Appeal window: at least six months from the date we notified you of the decision. Outcome target: fourteen days. Two different figures, and neither is the five-business-day answer target

Automated detection and the actions that follow run at every hour with no person in the loop. Automated safety systems may warn, blur video, block an image or a Message, end a Session, and place an immediate temporary hold on an account pending review by a person. No lasting restriction, suspension or termination is decided by automated means alone. Human review happens on a staffed moderation shift, or on escalation to an on-call responder outside it; we do not claim round-the-clock human moderation, and child safety and imminent risk to life are the exception. A trained person reviews every report that could lead to removal, a restriction or a report to an authority, and we tell you if a decision about your content or account was automated without human review. Where content presents a serious and immediate risk we may act before finishing the assessment: that is not a finding of guilt, and it can be reversed.

4. The three routes that go outside Yunoh

These are duties we owe to an authority. They are not answers to you, they are not queued, and no target in section 3 governs them.

Route Trigger What happens Who decides, and where it goes
Children: full pathway in the Child Safety Standards Suspected child sexual exploitation or abuse, trafficking, coercion, or any imminent danger to a person As row 1 of section 3, plus an on-call responder raised: immediately, at any hour, ahead of every queue. Child sexual abuse material is always preserved and reported, and reporting is not discretionary. We do not tip off the account holder Our Head of Trust and Safety or, in their absence, our Deputy Head of Trust and Safety, raised at once by the on-call responder. Where the content has a UK link, the National Crime Agency, through the Child Sexual Exploitation and Abuse Industry Reporting Portal, under the Online Safety (CSEA Content Reporting by Regulated User-to-User Service Providers) Regulations 2026 (SI 2026/268), after the registration regulation 4(1) requires before a first report. Apparent child pornography we obtain actual knowledge of: the CyberTipline of the National Center for Missing & Exploited Children (NCMEC), under 18 U.S.C. §2258A, preserved under §2258A(h). A Cyprus or other national route applies as well, not instead. Where the facts also suggest a criminal offence threatening a person's life or safety, the Article 18 route below runs alongside.
Money laundering and terrorist financing: section 328 of the Proceeds of Crime Act 2002 and section 19 of the Terrorism Act 2000 We know or suspect the Platform is being used to acquire, retain, use or control criminal property, or to finance terrorism The arrangement under review does not proceed meanwhile, and the account holder is not told, because telling them would itself be an offence Our nominated officer, our Money Laundering Reporting Officer, who decides on disclosure and on any consent required before a transaction proceeds
A threat to someone's life or safety: Article 18 of the Digital Services Act, alongside either route above where the facts engage it We suspect a criminal offence involving a threat to the life or safety of a person has taken place, is taking place or is likely to take place. Suspicion is enough We promptly notify law enforcement. Outside the staffed shift the on-call responder pages the decision-maker at once, so "promptly" runs from the moment we become aware Our Online Safety Accountable Person, our Head of Trust and Safety, identified in Age Assurance and Online Safety, escalating to the founder; recorded with its reasons, including a decision not to notify. It goes to the law-enforcement or judicial authority of the Member State concerned, or to Europol where we cannot identify which Member State that is

If someone is in immediate physical danger, contact your local emergency services first, then tell us, marked urgent. A good-faith report that turns out to be mistaken carries no penalty.

5. What we can do, and why we tell you

The outcome may be no action, and we say so; removal of content, which deletes a Message for both parties and removes a profile photo or first name; ending a live Session; a warning; feature restriction; ending a Friend Connection; suspension; permanent termination, with a block on re-registration; withholding a Wallet balance pending investigation, on the terms of the User Agreement and the Earner Agreement; and referral to law enforcement on the routes in section 4, none of which is discretionary. We take the narrowest measure that addresses the risk, but we are not lenient about child safety, nudity, partial nudity and sexually explicit conduct, coercion or fraud: a minor, child sexual abuse material, coercion and fraud end in a permanent ban once confirmed, sexually explicit conduct commonly does, and deliberate or repeated nudity can end an Account without a prior warning.

A statement of reasons. Where we act consequentially against you (removing content or disabling access to it, restricting, suspending or terminating your account, restricting a feature, ending a Session, or suspending or stopping payments to you) we tell you and give reasons, as Article 17 of the Digital Services Act requires: what we did, and where relevant where it applies and how long it lasts; the facts we relied on, including whether we acted on a report or our own initiative; whether automated means were used, in detection and in the decision; the ground: for illegal content, the law and why it is illegal under it; for a breach of our rules, the provision and why your content or conduct is incompatible with it; and how to challenge it, under section 6, with your right to go to court instead or as well.

We do not normally disclose who reported you, and never the identity of someone who reported a risk to a child. We withhold a statement of reasons only where giving it would be unlawful, frustrate a criminal investigation, or create a risk to someone's safety.

6. Appeals

You can appeal a decision to remove or not remove content, including a profile photo or first name; to restrict, suspend or terminate an account; to end a Session; to hold or refuse a payout from an Earner's Wallet; a decision to decline an Earner application; a refusal at Earner verification or at the age gate; and a decision that a report you made was unfounded. Both sides have this right: the User affected, and the person who reported something and is unhappy we did not act. Where we decline an Earner application, you remain a Free User, you may ask for the decision to be reviewed by a person who did not take it, and you may apply again.

At least six months to bring one; our target for the outcome is 14 days. You may appeal for at least six months from the date we notified you of the decision, or longer where local law says so; that window is a different thing from the time we take to decide. Email support@yunoh.com, subject line "Appeal", quoting the reference in the statement of reasons and saying why the decision was wrong; new evidence is welcome. Appeals are free, decided in a timely, diligent and non-arbitrary way by someone not involved in the original decision, and never by automated means alone. A refund decision is reviewed on the same window and target, at refund@yunoh.com: see the Refund Policy.

If we were wrong we reverse without delay: content restored, account reinstated, any wrongly withheld Wallet balance released, any strike removed. If we uphold the decision we tell you why and what else is open to you under section 9, and we will consider a reasoned second appeal where there is genuinely new information.

7. Non-consensual intimate images, and recording

If an intimate image of you is on Yunoh and you did not consent to it being shared, we remove it: whether or not it breaks any other rule of ours, whether or not the person who shared it is still on the Platform, and whether or not you have ever had an account. This is how we meet the TAKE IT DOWN Act (Pub. L. 119-12), and this page is the clearly visible notice of the process the Act requires.

The question is consent, not nudity. Our No-Nudity Standard prohibits nudity, partial nudity and sexually explicit conduct, and our scanners look for that and for anything involving a minor. None of that answers this. An intimate image made consensually, in which nobody is nude, passed on to someone it was never meant for, is within this section and would fail no nudity scan. We remove it because the person in it did not consent.

Write to ncii@yunoh.com: a dedicated address, separate from section 2, read by people who can act on it. The 48-hour clock runs from the moment a valid request arrives there. You do not need an account with us to make a request, and you need not be the person who sent or received the image; a request that reaches support@yunoh.com still counts and is reassigned, and our own misrouting never restarts the clock. Send three things: what the depiction is and where on Yunoh it appears (the Message, the profile photo or the account); confirmation that the person depicted did not consent to it being shared, and, if you are asking for someone else (a parent or guardian, a lawyer, a friend acting with their agreement) on what basis; and a way to reach you, for which an email address is enough. We will not ask you to prove your identity beyond what is necessary to act, to send us the image again, or to be put in contact with the other User. A good-faith request that turns out to be mistaken carries no penalty; knowingly making a false one breaches the User Agreement.

The depiction is removed within 48 hours of a valid request: a profile photo is removed from everywhere it is shown. We make reasonable efforts to find and remove known identical copies on the Platform, by keeping a hash (a fingerprint of the file, not the file itself) and checking it against profile photos uploaded afterwards; what we hold, and for how long, is in the Privacy Policy. No deletion rule of ours stands in the way. Alongside removal: normally permanent termination, with device and payment-instrument blocks against re-registration; referral to law enforcement under section 4 where it applies; and help with takedowns elsewhere, as far as we can. Such a request never waits behind the ordinary queue.

Recording is prohibited, and a recorded Session comes here too. We never record Sessions, and you must not record, screen-capture, photograph, film, re-transmit or otherwise reproduce any part of a Session, or another User's image, likeness, voice or words; publishing, sharing or selling such material normally ends the account and is very likely unlawful. If someone recorded you and shared it, write to ncii@yunoh.com where the material is intimate, or report it under section 2 where it is not.

8. Intellectual property

The Yunoh name, logo, tagline, software, design, matching logic and moderation pipeline, and the copy on this site, belong to us or our licensors. You keep ownership of your content, including a profile photo you upload, and we claim nothing (no copyright, no performance right, no licence) over what you say, do or show in a live Session. The licences either way, and what you may not do with our marks, are in the User Agreement; ask at info@yunoh.com to use the marks.

What this route reaches: a profile photo, the text of a Message, and any other material a User has submitted to us. A Session is never recorded, so there is nothing to take down from one: report it live under section 2. If the real complaint is that an intimate image of you was shared without your consent, use section 7: faster, no copyright needed, and a 48-hour deadline.

A valid notice contains your signature, physical or electronic, as the rights owner or someone authorised to act; identification of the work infringed, or a representative list; identification of the infringing material, with enough for us to find it; your contact details; your good-faith belief that the use is not authorised by the owner, its agent or the law; and a statement that the information is accurate and that you are the owner or authorised to act. Knowingly misrepresenting that material is infringing can make you liable for damages, and after a warning we refuse notices from someone who repeatedly submits manifestly unfounded ones.

Where to send it. The designated agent is the Legal Department, PXL NexQuantum Ltd, Voukourestiou 25, Neptune House, 1st floor, Flat/Office 11, Zakaki, 3045 Limassol, Republic of Cyprus; legal@yunoh.com. Send notices and counter-notices to legal@yunoh.com, subject line "Copyright Notice" or "Counter-Notice", or by post to that address. We acknowledge automatically, normally within 24 hours, and a person reviews it. Where the notice is valid and the claim made out we remove or disable access, normally within 5 business days: deleting text in a Message for both parties, and removing a profile photo from everywhere it is shown. We then notify the User who sent or uploaded it, with a copy of the notice, a statement of reasons and how to counter-notify.

A counter-notice contains your signature; identification of the material and where it appeared; a statement, under penalty of perjury, of your good-faith belief that it was removed by mistake or misidentification; your contact details; and your consent to the jurisdiction of the courts of the Republic of Cyprus, or, if your address is in the United States, of the federal district court where you are located, and to accept service from the notifier. We copy it to the notifier and restore the material in not less than 10 and not more than 14 business days, unless they tell us within that period that they have filed an action seeking a court order. A bad-faith counter-notice carries the same exposure to damages as an abusive notice.

Repeat infringers. A first substantiated infringement normally means removal and a formal warning, a second a suspension, a third permanent termination: straight to termination in a flagrant case, such as passing off another person's photograph as your own. A strike is removed if the material is restored, or if we conclude on appeal that we were wrong; these decisions are appealable under section 6. Impersonation is prohibited whether or not copyright is involved: write to support@yunoh.com, where you need not own the copyright. Trade mark, design right, database right and other claims go through section 2 and reach the same place.

9. Where else you can go

Yunoh is a hosting service under the Digital Services Act, not an online platform: we store what Users send, but we do not disseminate it to the public. A Session is one-to-one and is never recorded, and a Message reaches one person who has accepted a friend connection. A first name is shown only to Users the person has actually met in a Session, and a profile photo only to those Users and to the one User a match is being offered to: a closed group, not the public. The number of Likes a User has received is shown with that User only to a person they are being matched with and to people they have met, and who gave a Like is shown only to the giver and the User who received it. That turns on what the service does, not on its size, and does not change as we grow. On that footing we: run a notice-and-action mechanism anyone can use (section 2, Article 16); give a statement of reasons for a consequential decision (section 5, Article 17); notify law enforcement on suspicion of a criminal offence involving a threat to the life or safety of a person (section 4, Article 18); state in our terms the restrictions we impose on use of the service; and keep a point of contact for authorities and a separate one for Users. We are established in the Union, so the requirement to appoint a legal representative does not reach us.

Out-of-court dispute settlement is not a route we can offer you: the Regulation's certified bodies take disputes only against providers of online platforms, so none has jurisdiction over a decision of ours. The appeal in section 6 is a voluntary commitment, run to the standard the Regulation sets for platforms that must have one. Our supervisor is the Cypriot Digital Services Coordinator. For a consumer dispute, the European Consumer Centres Network (www.eccnet.eu) gives you a contact point in your own country; the European Commission's online dispute resolution platform closed on 20 July 2025. We have not agreed to use any named arbitration or ADR provider. Transparency reporting under the Regulation does not currently apply to a provider of our size; we intend to publish an annual report anyway, as a voluntary commitment, and will say so on its face.

If you are in the United Kingdom the Digital Services Act does not apply to you, so complain to us first, on the same timeframes and with the same appeal. Beyond that: the Citizens Advice consumer service (www.citizensadvice.org.uk/consumer), which also refers matters to Trading Standards; the Competition and Markets Authority (www.gov.uk/cma) for consumer protection law; Ofcom (www.ofcom.org.uk) for the safety of the service; and the Information Commissioner's Office (www.ico.org.uk) for your personal data. Nothing here stops you going to court, or complaining to a regulator, and the Refund Policy sets out your consumer rights, and the Privacy Policy your data-protection rights, in full.

Points of contact. Member State authorities, the European Commission and the European Board for Digital Services reach us at legal@yunoh.com, marked for Trust & Safety / Regulatory; we accept correspondence in English and Greek. Users reach us at support@yunoh.com.

10. Misuse of this system

Using this system to harm people is itself a breach. After a warning, we suspend for a reasonable period the account of a User who frequently provides manifestly illegal content, and the processing of reports and appeals from a person who frequently submits ones that are manifestly unfounded. A report we disagree with is not manifestly unfounded: this is aimed at people who use reporting as a weapon, and we assess each case on its facts. Any such suspension is appealable under section 6. For child sexual abuse material we do not warn and we do not wait for a pattern.

11. Law

This policy is governed by the law of the Republic of Cyprus, whose courts have jurisdiction, subject to any mandatory right you have as a consumer to sue in, or rely on the law of, the country where you live. Our operation of the copyright procedure in section 8 is a matter of policy and does not submit us to any other country's jurisdiction, except as stated in the counter-notice. We update this policy as the Platform, our vendors or the law change, and give notice of any change that materially affects your rights.

Contact

Nothing in this policy removes or limits any right you have under mandatory local law.