Version 1.1 · Last updated: 30 September 2026
How to tell us something is wrong, what we will do, and how long it will take.
They go to the same place, but they run differently, so it helps to know which one you have.
| # | What it is | Go to |
|---|---|---|
| 1 | Something a member did, or something posted on the Platform. | Section 2 |
| 2 | A decision we made about you — a warning, suspension, removal, or content taken down. | Section 3 |
| 3 | Our service, an Experience, a charge, or a refund. | Section 4 |
| 4 | How we have handled your personal data. | Section 5 |
2.1Report a member from her profile — open it from a private chat (⋯ → Report) or from your Experience’s group chat (⋯ → Report, then choose her) — or email hello@cherie.social. There is no report button on individual messages or on an Experience: to tell us about either, report the member or email us. For anything involving a child, report the member with the closest reason and also email us with “Child safety” in the subject.
2.2You can block someone without reporting her, and you can report without blocking. When you block someone, she can no longer message you directly, and neither of you can book an Experience the other is already booked on. If you are both already booked on the same one, tell us and we will move one of you.
2.3Tell us what happened, when, and where — at an Experience, in the group chat, or somewhere else. Screenshots help enormously. Take them before you block.
2.4What happens next:
| Stage | Timing | What we do |
|---|---|---|
| Received | Straight away | A report made in the app alerts our team the moment you send it. If you emailed, we reply to say we have it. |
| Immediate action | Same day, where needed | If a member may be at risk, we suspend her account — we disable sign-in to it — first and look into it after. If you are both booked on the same Experience, we move one of you. |
| Review | We aim to within 24 hours | A person reads it. We do not use automated flagging, and a person always makes the decision. We look at the report, the account history, the messages, and anything the other member says. |
| Decision | We aim to within seven days | We act under the enforcement steps in our Community Guidelines. |
| Telling you | With the decision, by email | We tell you that we acted and broadly what we did. We do not share the other member’s personal information, and data protection law limits what we can say. |
2.5The member you reported is never told who reported her. She may be told what she is alleged to have done; if that alone would make it obvious who told us, we will talk to you before we say anything.
2.6You can report anonymously by email, from an address that does not identify you. A report made in the app always comes from your account. An anonymous report limits what we can investigate and we cannot tell you the outcome, but we would rather have the information.
2.7Where we believe an offence has been committed, we report it to the police, and we keep the reports and our record of what we did — even if the account is later deleted.
2.8Reporting someone dishonestly, or to retaliate, is a breach of our Community Guidelines.
3.1Email hello@cherie.social within 14 days, with “Appeal” in the subject. Tell us what you think we got wrong.
3.2We acknowledge within 2 working days and give you a decision within 14 days. If we need longer we will tell you why.
3.3Where possible, the reviewer will be someone who was not involved in the original decision.
3.4The outcome is one of: the decision stands, the decision is reduced, or the decision is reversed. If it is reversed, we restore your account and mark the record as reversed, so it is never held against you.
3.5We will explain the reasoning, not just the result.
3.6You can also appeal if you think we failed to act on a report you made, or failed to comply with our own duties.
4.1Email hello@cherie.social. Tell us what happened, what you would like us to do, and which Experience it was, if it was about one.
| Stage | Timing |
|---|---|
| We reply by email to say we have it | Within 2 working days |
| We investigate and respond | Within 14 days |
| If it is complex, we tell you and give a new date | Within 14 days |
| Final response, in writing | Within 8 weeks |
4.2If we got it wrong we will say so, put it right, and where appropriate refund you. Your statutory rights are set out in section 17 of our Terms of Service and nothing here reduces them.
4.3If you are not satisfied with our final response:
| Where | What they do | Contact |
|---|---|---|
| Alternative dispute resolution | We do not currently participate in an alternative dispute resolution scheme. We will consider any proposal you make. | Not applicable |
| Citizens Advice consumer service | Free, independent advice on your rights and what to do next. | citizensadvice.org.uk 0808 223 1133 |
| Trading Standards | Citizens Advice will refer matters to them where appropriate. | Via Citizens Advice |
| The courts | Nothing in this process stops you taking a claim to court. See clause 20.5 of the Terms. | — |
| Your card issuer | For a disputed charge, chargeback rights may be available. We would rather resolve it directly first. | Your bank |
5.1Email hello@cherie.social. How we use your data, and your rights over it, are set out in our Privacy Policy.
5.2We respond to data rights requests within one month, extendable by up to two further months for complex requests, in which case we tell you within the first month.
5.3If you are unhappy with how we handled it, you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or 0303 123 1113. If you live in France, you can complain to the CNIL at cnil.fr/fr/adresser-une-plainte. You do not need to come to us first, though we would like the chance to fix it.
6.1Chérie is a regulated user-to-user service under the Online Safety Act 2023, and Ofcom is the regulator.
6.2Ofcom does not resolve individual complaints about a service, and cannot get your content restored or an account reinstated. That is what section 3 of this document is for.
6.3What Ofcom does do is regulate whether we are meeting our duties. If you believe we are failing to — not acting on illegal content, not running a working complaints process — you can report that to Ofcom, and it informs their supervision and enforcement. Details at ofcom.org.uk.
7.1We keep a record of every report, complaint and appeal: what was raised, what we decided and when. We reply by email, and for anything you send us, that email thread is the record.
7.2We keep these records for 3 years, so that patterns are visible across accounts and across time. See our Privacy Policy.
7.3We look at these records regularly to see what keeps going wrong, and we change the product when the answer is obvious.
7.4Safety decisions are made by a member of our team. An appeal is reviewed, where possible, by someone who was not involved in the original decision.
8.1We are a small team. If something is going to take longer, we will tell you before the deadline passes, explain why, and give you a new date. What we will not do is go quiet.