Complaints

What you can complain about

• A spot, quote or photo in the app, including one about you or your business.
• A health note on a place you own or run.
• How we handled your personal data.
• A decision we made about your account or a "Can't verify?" request.
• Anything else about On Chocks or this website.

You don't need an account to complain.

Content in the app

For a spot, a photo or a quote, the quickest way is in the app: open the spot and choose Report this spot or Report a quote. When 2 crew report the same thing, the app hides it until we review it. We aim to review every report within 24 hours.

How to complain

Email support@getonchocks.app with "Complaint" in the subject. Tell us:

• what happened, and when;
• the spot, city or screen it's about, or a share link if you have one;
• what you'd like us to do;
• how to reach you, if not by replying to your email.

If the complaint is about your own account, send it from any address and tell us your nickname. We'll check it's you before we share or change anything.

Content about you or your business

If a quote, photo or spot names or shows you, or you think it's false or unfair to you or your business, tell us which one and why. We check it against our terms. We remove content that identifies a person, shows where crew stay, or states as fact something the author can't back up. We may also correct wrong details, such as opening hours or an address. We don't remove honest opinions just because they're negative, but we'll tell you what we decided and why.

If you own or run a place, you can also ask us to fix its details.

What happens next

• We answer within 7 days and tell you what we've done about it. If we need longer, for example to hear from the person who posted, we tell you why and when to expect an answer.
• We take a health note off a spot within 7 days of a valid complaint about it, and it stays off for 90 days.
• We delete a complaint from our system [12 months] after we answer it.

Refunds

Apple takes payments for On Chocks, so Apple handles refunds. Ask for one at reportaproblem.apple.com. If Apple can't help, email us.

If you're not happy with our answer

• About your personal data: the Office of the Australian Information Commissioner, at oaic.gov.au, or the data protection authority where you live.
• About harmful online content, such as cyberbullying or image-based abuse: the eSafety Commissioner, at esafety.gov.au.
• About your consumer rights: the consumer affairs or fair trading agency in your state or territory.