Complaints and Content Removal
1. What this policy is
This is how you tell us that something on Yunoh is wrong, what we do about it, and how you challenge a decision we have made. It also sets out who owns what, and how a rights holder gets infringing material removed.
Anyone may report — a Member, an Earner, a Guest, 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. You do not need an account.
You can report illegal content or conduct; a breach of the User Agreement, the Community Guidelines or the Chat Rules; anything in a Message, including an image; a privacy or image concern, including any attempt to record or share a Session; intellectual property infringement; and a decision we have made about you. Data protection rights are handled under the Privacy Policy at privacy@yunoh.com.
2. How to report
2.1 In the product. Four routes, matching the four things that exist on Yunoh.
- A live Session. A report control is available to both Users throughout, and you need not wait for it to end. This is the most useful route of all: a Session is not recorded, so reporting live lets a reviewer see it in real time.
- A Session that has ended, from your Session history.
- A Message, or an image sent in a Message, from the item itself. Messages are stored, so a reviewer can see the reported item.
- An account, where you want to report a User's conduct as a whole.
There are no profiles on Yunoh, so there is nothing of that kind to report.
2.2 By email or post. support@yunoh.com, with "Report" in the subject line, or "Urgent — risk to a child" or "Urgent — risk to life" where that applies. Post reaches us at PXL NexQuantum Ltd, Voukourestiou 25, Neptune House, 1st floor, Flat/Office 11, Zakaki, 3045 Limassol, Republic of Cyprus, but it is slow.
2.3 What a report should contain.
- What is wrong, and why — what the content or conduct is, and why you say it is unlawful or breaks our rules, not simply that you dislike it.
- Where it is — the Session and approximate time, the Message, the image, or the account. An in-product report carries the right identifier automatically.
- Your name and email address, so we can acknowledge it and tell you what we decided. One exception: you do not need to identify yourself to report suspected child sexual abuse or exploitation. We would far rather have an anonymous report of a child at risk than no report.
- A good-faith statement that what you have told us is accurate to the best of your knowledge.
An incomplete report is not automatically rejected. If we can identify the content and assess it, we act; if we cannot, we ask.
2.4 A note on evidence. A Session is never recorded, so we cannot go back and watch what happened. A reviewer works from what was generated in real time — a flagged still, a classifier score, a timestamped event — with in-Session chat and account history. A Message is stored, so a reported Message or image can be reviewed after the event as it was sent. Please do not record a Session in order to report it: recording is prohibited under section 9, and we do not need it.
3. What happens next
3.1 Acknowledgement. Where you have given contact details we confirm receipt automatically and immediately. Reports of illegal content, child-safety concerns and safety reports are acknowledged within 24 hours; other complaints within 3 business days.
3.2 Assessment. Reports are assessed in a timely, diligent, non-arbitrary and objective way. Every report that could lead to content removal, an account restriction or a report to an authority is reviewed by a trained person. Automated tools detect, prioritise and triage, and we will tell you if a decision about your content or account was automated without human review.
3.3 Two clocks, and we do not blur them. Automated response is continuous: detection and the actions that follow — blurring, ending a Session, freezing an account, blocking an image before delivery — run at every hour, with no person in the loop. 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 we would rather say so than promise a moderator at a desk at three in the morning and not have one there. Child safety and imminent risk to life are the exception, and are immediate at any hour.
3.4 Response targets. Operating targets, not contractual guarantees. Where mandatory law imposes a shorter deadline, the legal deadline prevails.
| What is reported | Automated response (any hour) | Human review target |
|---|---|---|
| Risk to a child, child sexual abuse material, imminent risk to life | Session ended, accounts frozen, evidence preserved | Immediate at any hour, ahead of everything |
| Threat of violence, coercion or trafficking | Session ended on a high-confidence signal | 1 hour in the shift; on-call paged outside it |
| Confirmed nudity or partial nudity in a Session | Session ended, plus warning or temporary suspension; repetition escalates | In the shift, 12 hours |
| Sexually explicit conduct in a Session | Session ended and account suspended pending review, commonly leading to a permanent ban | In the shift, 12 hours |
| An image in a Message failing the pre-delivery scan | Blocked; never reaches the recipient | In the shift, 24 hours |
| Other suspected illegal content | Flag raised; action on a high-confidence signal | 24 hours |
| Harassment, other breaches, privacy and image concerns | Flag raised into the queue | 72 hours |
| Intellectual property notices | — | 5 business days |
| Appeals | — | 14 days |
Read the table honestly. Outside the staffed shift the automated response still happens immediately, and it is the human step that waits. Child safety does not wait at all. Where a matter is complex we tell you and give a revised estimate.
3.5 Interim measures. Where content appears to present a serious and immediate risk we may act before finishing the assessment. Acting quickly to stop harm is not a finding of guilt, and an interim measure can be reversed.
4. Emergency escalation
Suspected child sexual exploitation or abuse, trafficking, coercion, and any imminent danger to a person are escalated immediately, at any hour, inside or outside the staffed shift, ahead of every other queue. The Session is ended, the accounts frozen and the evidence preserved at once, and the on-call responder is raised day or night. Child sexual abuse material is always preserved and reported to the competent authorities and hotlines, and we do not tip off the account holder.
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
The outcome may be any of these, alone or together: no action, because nothing was broken, and we will say so; removal of content, including deleting a Message or image for both parties; blocking an image before delivery; ending a live Session; a warning, recorded on the account; feature restriction, such as removing the ability to send Gifts, Messages or images; ending a Friend Connection, which stops further Messages and Direct Calls; suspension, for a stated period or pending review; permanent termination, with a block on re-registration; withholding a Wallet balance pending investigation, on the terms of the Earner Agreement; and referral to law enforcement, which is automatic where a criminal offence threatening life or safety may have occurred.
We take the narrowest measure that addresses the risk. We are not lenient about child safety, nudity or sexually explicit conduct, coercion or fraud, where the outcome is usually permanent.
A statement of reasons. Where we take a consequential action against you — removing content, restricting, suspending or terminating your account, ending a Session, or stopping withdrawals — we tell you and give reasons: what we did, and how long it lasts; the facts we relied on, and whether we acted on someone else's report or our own initiative;
whether automated means were used; the ground — the law we say was broken and why, or the specific rule and why your conduct is incompatible with it; and how to challenge it.
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, would frustrate a criminal investigation, or would create a risk to someone's safety.
6. Appeals
6.1 What you can appeal. A decision to remove or not remove content; to restrict, suspend or terminate an account; to end a Session; to stop withdrawals from a Wallet; 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.
6.2 How long you have. At least six months from the date we notified you, or longer where local law says so.
6.3 How. Email support@yunoh.com with the subject line "Appeal", quoting the reference in the statement of reasons and telling us why the decision was wrong. New evidence is welcome.
6.4 How it is handled. Appeals are free, decided in a timely, diligent and non-arbitrary way by someone who was not involved in the original decision, and never by automated means alone. Our target is 14 days.
6.5 The outcome. If we agree we were wrong we reverse the decision without delay: content restored, account reinstated, any wrongly withheld Wallet balance released, any strike removed. If we uphold it we tell you why, and what else is open to you under section 7. We will consider a reasoned second appeal where there is genuinely new information.
7. The EU position
This policy is built to the standard of the EU Digital Services Act and we apply it to every User wherever they are. That means a notice-and-action mechanism anyone can use, in section 2; a statement of reasons for any consequential decision, in section 5; and a free internal complaint-handling system, in section 6.
Out-of-court dispute settlement. If you are unhappy with the outcome of an appeal, or we do not decide it in a reasonable time, you may be entitled to refer the dispute to an out-of-court dispute settlement body certified by a Member State's Digital Services Coordinator and independent of us. As a company established in Cyprus, our supervisor is the Cypriot Digital Services Coordinator. We engage with a certified body in good faith. Its decision does not bind you, and using one is optional.
If you are in the United Kingdom. The Digital Services Act route above does not apply to you, so here is yours. Complain to us first, using this policy — the timeframes and the appeal are the same for you as for everyone. If we do not resolve it, you can get free independent advice from 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) enforces consumer protection law; and for a complaint about the safety of the service rather than about money, the regulator is Ofcom (www.ofcom.org.uk). For a complaint about your personal data, it is the Information Commissioner's Office (www.ico.org.uk). We have not agreed to use any named arbitration or ADR provider, and we would rather tell you that than let you find out.
If you are in the EU or EEA and want a national contact point for a consumer dispute, the European Consumer Centres Network (www.eccnet.eu) will give you one. The European Commission's online dispute resolution platform closed on 20 July 2025 and is no longer a route.
Nothing here stops you going to court, or complaining to a regulator, and nothing removes any right you have under mandatory consumer law where you live. Your Rights in the UK and the EU sets these routes out in one place.
Points of contact. Member State authorities, the European Commission and the European Board for Digital Services reach us at support@yunoh.com, marked for Trust & Safety / Regulatory; we accept correspondence in English and Greek. We also intend to publish an annual report on the reports received, the action taken and how many decisions were reversed on appeal.
8. Misuse of this system
The complaints system exists to protect people; using it to harm people is itself a breach. After a warning, we will 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.
9. If someone recorded or shared your Session
Sessions are never recorded by us, and Users are prohibited from recording them. 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, by any means. Publishing, sharing, selling or distributing any such recording or likeness is worse: a serious breach that normally results in permanent termination, and very likely unlawful — as a breach of data protection and image rights, and in many countries a criminal offence where the material is intimate or shared without consent. The rule protects Earners and Members equally.
If it happens to you, we treat it as one of the most serious things you can report. The rule cannot physically stop someone pointing a camera at their own screen, and we are not going to pretend otherwise. What we do is this:
- Priority handling. Tell us at support@yunoh.com or report it in-product. It goes ahead of the ordinary queue.
- Action against the account. We act against the account that recorded or distributed the material, normally by permanent termination, and may block its devices and payment instruments to prevent re-registration.
- Help with third-party takedowns. Where the material has been posted elsewhere we help you as far as we can with takedown requests to the site or host, including confirming what we know about its origin.
- Referral to law enforcement, where appropriate, and support for a lawful investigation.
- Support, not identity checks. If you are the person shown, say so. We will not ask you to prove your identity beyond what is necessary, and we will not put you in contact with the other User.
10. Intellectual property
10.1 The Platform belongs to us. The Yunoh name, logo and tagline; the software, APIs, databases and database rights; the matching logic and moderation pipeline; the interface and visual design; the copy on the site and in the product, including these documents; and our own photography, video and audio all belong to PXL NexQuantum Ltd or its licensors. All rights not expressly granted are reserved.
10.2 Your licence to use it. Subject to your compliance with the User Agreement, you have a limited, revocable, non-exclusive, non-transferable, non-sublicensable licence to use the Platform for its intended purpose — and, for an Earner, to provide Sessions under the Earner Agreement. It ends automatically on termination or breach. You may not copy, modify, reverse engineer or decompile any part of the Platform, except where the law says that restriction cannot apply; scrape or extract data by automated means; use the Platform or its data to build a competing product or train a machine-learning model; remove a proprietary notice; or resell, sublicense or rent access, including reselling Coins or an account.
10.3 Trade marks. "Yunoh", the Yunoh logo and "Connect Beyond Profiles." are our trade marks. You may refer to Yunoh by name, factually. Without our written permission you may not use them, or anything confusingly similar, in your own name, brand, logo, domain or handle; use them to suggest we endorse you; alter our logo; use them on merchandise or on any adult service; or register them anywhere. Permission requests go to info@yunoh.com.
10.4 You keep ownership of your content. You retain all rights in what you submit, and nothing here transfers ownership to us. An image a Verified Earner sends in a Message remains hers.
10.5 The licence we need. By submitting content you grant us a worldwide, non-exclusive, royalty-free licence — sublicensable only to our processors, and only for the purposes below — to host, store, reproduce, adapt in format, transmit and deliver it, solely in order to operate the Platform, meaning delivering a Message and any image to the one person you sent it to, storing it so it can be read later, and supporting your account; secure and moderate the Platform, including scanning Message text and every image before delivery; and comply with law. A fourth purpose, promoting the Platform, applies only with your separate, specific and revocable consent: we will ask, and you can say no or change your mind.
"Adapt in format" means resizing, compressing, cropping or converting a file type, not editing an image so that it shows something different. Nothing you submit is displayed as a profile or published to other Users.
The licence ends when you delete the content or your account, except for copies we must keep to meet a legal obligation, resolve a dispute or enforce our agreements. A Message you sent also sits in the other person's conversation, so deleting your copy does not always remove theirs; where an item is removed on enforcement grounds it goes for both.
By submitting content you confirm that you own it or have the rights to it, that anyone else appearing in it has consented, and that it infringes nobody's rights and breaks no law. You must not send someone else's photograph as though it were of you.
10.6 We claim nothing over a Session. We assert no copyright, no performance right and no licence over what you say, do or show in a live Session. There is no archive from which such a claim could be made.
11. Copyright notice and takedown
11.1 What this process can and cannot reach. Because Yunoh has no profiles and no public surface, it applies to an image sent by a Verified Earner in a Message, the text of a Message, and material a User has submitted to us. Sessions are never recorded, so there is nothing to take down from one. If a Session is the problem, report it live under section 2; if someone has recorded one and put it elsewhere, section 9 is the route, and we will help.
11.2 A valid notice. Send it to the designated agent at 11.3, containing: your signature, physical or electronic, as the rights owner or someone authorised to act for them; identification of the work infringed, or a representative list; identification of the infringing material, with enough for us to find it — the Message, the image or text, and the account; your contact details; a statement of 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.
One notice per matter. If the real problem is harassment, impersonation or privacy, section 2 will get you a better outcome. Knowingly misrepresenting that material is infringing can make you liable for damages, and after a warning we refuse to process notices from someone who repeatedly submits manifestly unfounded ones.
11.3 Designated agent. legal@yunoh.com, PXL NexQuantum Ltd, Voukourestiou 25, Neptune House, 1st floor, Flat/Office 11, Zakaki, 3045 Limassol, Republic of Cyprus. Email support@yunoh.com with "Copyright Notice" or "Counter-Notice" in the subject line.
11.4 What we do with a notice. We acknowledge receipt automatically, normally within 24 hours; the review that follows is done by a person. Where the notice is valid and the claim made out, we remove or disable access to the material, normally within 5 business days. Removing an image or text in a Message deletes it for both parties; an image not yet delivered is blocked. We then notify the User who sent it, give them a copy of the notice and a statement of reasons, and tell them how to counter-notify.
11.5 Counter-notice. If your material was removed and you believe that was a mistake or misidentification, send a counter-notice containing 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 send a copy to the original notifier and tell them we will 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.
11.6 Repeat infringers. We terminate the accounts of repeat infringers. A first substantiated infringement normally means removal and a formal warning, a second a suspension, and a third permanent termination. We may go 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 after a successful counter-notice, or if we conclude on appeal that we were wrong. These decisions are appealable under section 6.
11.7 Impersonation. Using another person's name, photograph, likeness or identity is prohibited whether or not copyright is involved, and is one of the fastest routes to permanent termination. If someone is impersonating you, write to support@yunoh.com — you need not own the copyright, and we will not ask you to file a notice you cannot file.
11.8 Non-copyright claims. Trade mark, design right, database right and other claims go through the general route in section 2: tell us what right you hold, where the material is, and why it infringes. Either route reaches the same place, and the affected User gets a statement of reasons and the appeal rights in section 6.
12. Law, and changes
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 use of the copyright procedure in section 11 is a matter of policy and does not submit us to any other country's jurisdiction, except as stated in 11.5.
Nothing here removes any right you have under mandatory local law, including consumer law and copyright exceptions such as quotation, criticism, review, parody and news reporting. We update this policy with a new version number and date, and give notice of any change that materially affects your rights.
Contact
- Reports, complaints, appeals, copyright notices and counter-notices, and regulatory correspondence: support@yunoh.com
- Data protection and data subject requests: privacy@yunoh.com
- Trade mark permission, press and partnership enquiries: info@yunoh.com
- Post: PXL NexQuantum Ltd, Voukourestiou 25, Neptune House, 1st floor, Flat/Office 11, Zakaki, 3045 Limassol, Republic of Cyprus
- Company registration number: HE 497211