Support & Safety

1. Contact Alice

Helpful subject lines:

• Beta support — account, sign-in or feature problem
• Safety report — harassment, threats, fraud or harmful content
• Urgent child safety report — grooming or child sexual exploitation concern
• Privacy request — access, correction, objection, export or deletion
• Data-protection complaint — concern about how Alice used personal data
• Moderation appeal — challenge a warning, restriction or ban

2. Urgent safety

For suspected child sexual exploitation or abuse, follow the steps on our Child Safety page. Do not forward, download or make unnecessary copies of suspected illegal material.

3. What to include

Send only what is needed to understand and locate the issue:

• The email or Alice username linked to your account.
• The relevant group, plan, restaurant or feature.
• Approximate date and time.
• A concise description of what happened and what you need.
• An in-app report reference, if one was created.

Never send a password, authentication code, full payment information or unnecessary identity document. Do not include booking references unless the issue specifically requires one and we ask for it securely.

4. What happens next

We prioritise immediate danger and serious safety risks, then harassment, privacy and routine support. The inbox is checked at least daily during an active beta. Our internal targets are to begin reviewing high-severity safety issues within 24 hours, medium-severity reports within 72 hours, and routine matters within five working days.

These are service targets, not emergency guarantees. We may ask for proportionate information, restrict exposure while reviewing, contact the reported person where safe, or refer a matter to an authority. We protect reporter identity unless disclosure is required by law and safe.

5. Privacy and account requests

You do not need to sign in to ask for account deletion or exercise a data right. The quickest route is the Account & Data Deletion form. We verify identity using the account email before disclosing or deleting data.

We normally respond to valid data-rights requests within one calendar month after receiving any information needed to verify or clarify the request. We acknowledge data-protection complaints within 30 days, investigate them without undue delay and explain the outcome.

6. Appeal a moderation decision

Email within 30 days with the moderation reference, the decision you are challenging and why you think it was wrong. A different reviewer will consider the appeal where practical. We will explain the outcome unless law, safety or another person's privacy prevents it.