1. Choose the right route
For a booking, payment, account or service problem, use Support or Reports in your signed-in workspace, or email hello@auntynow.com. You do not need optional chat enabled or an active account to email a complaint.
For data access, correction or deletion, use privacy@auntynow.com and the Privacy Requests guide. The platform is not an emergency response service; do not wait for support where immediate help is needed.
2. What to include
- Your account email and a safe way to contact you.
- The booking or payment reference, relevant date/time and amount if applicable.
- A factual description of what happened and what resolution you seek.
- Relevant receipts or correspondence with unrelated personal information removed.
3. What happens next
Support can review the relevant booking, ledger, verification or message records and request necessary clarification. Explain any time-sensitive issue clearly, but do not assume that marking a report urgent means a staffed real-time response. Response hours and service targets need confirmation; no 24/7 hotline or guaranteed resolution time is promised here.
The response should explain the decision and any refund, correction or next step. Do not send passwords, OTPs, full identity numbers or card credentials. If sensitive evidence is necessary, ask for an appropriate submission route rather than posting it publicly.
4. Request a review
If you disagree with a decision, reply on the same ticket or email thread, identify the decision, explain what appears incorrect and include any new evidence. Ask for further review. A good-faith complaint, bank dispute or request to exercise a right is not grounds for retaliation.
A report is an allegation to assess, not a finding of wrongdoing. Necessary protective restrictions may apply while an immediate risk is assessed, but they do not automatically forfeit a balance or remove your right to challenge the decision.
5. Independent escalation
You may approach the FCCPC complaints portal for consumer matters or the Nigeria Data Protection Commission for privacy matters. Your bank or payment provider also has its own dispute process. Keep copies of the transaction and correspondence.
Nothing requires you to give up access to a regulator or competent court. Mediation is voluntary, not compulsory arbitration. Any statutory deadline or remedy takes precedence over this support procedure.