CONTACT AND COMPLAINTS POLICY
Hard Call Contact and Complaints Policy Effective Date: 05/27/2026
This Contact and Complaints Policy describes how to reach Hard Call and how we handle complaints.
General contact. General questions, support requests, and feedback may be sent to info@hardcall.com. Legal notices and disputes (including arbitration opt-out notices under the Arbitration and Dispute Resolution Policy) should be sent to legal@hardcall.com.
If you believe someone is in danger. If you believe content or conduct on the Services presents an imminent risk of serious harm to anyone — including yourself — contact local emergency services or appropriate authorities first. You may also notify Hard Call at info@hardcall.com.
Submitting a complaint. To submit a complaint, please email info@hardcall.com with (a) your name and contact information; (b) your role (Client, Visitor, or Recipient); (c) the date, time, and nature of the issue; (d) any relevant message identifiers or screenshots; and (e) the outcome you are seeking.
Acknowledgment and response. Hard Call will acknowledge receipt of a complaint within five (5) business days and aim to provide a substantive response within thirty (30) days. Some complaints may require longer to investigate, in which case we will keep you informed of progress.
How we investigate. Investigations are handled by Hard Call's support, trust-and-safety, or legal teams as appropriate. We may request additional information, review relevant activity and message logs (in accordance with the Privacy Policy and Data Retention and Deletion Policy), and consult internal records. Where a complaint concerns conduct by another user, we may take action under the Acceptable Use Policy.
Escalation. If you are not satisfied with the outcome of a complaint, you may request escalation by emailing legal@hardcall.com with the original complaint reference. Nothing in this Policy limits any right you may have under the Arbitration and Dispute Resolution Policy or applicable law.
Regulatory complaints. You retain the right to contact applicable regulatory authorities (for example, your state attorney general or consumer-protection agency) at any time.
Accessibility-related complaints. Accessibility complaints follow the process described in the Accessibility and ADA Compliance Policy.
No retaliation. Hard Call will not retaliate against any user for submitting a good-faith complaint or exercising any right under the Terms of Service or applicable law.
Changes. We will update the date at the top of this Policy and, for material changes, provide notice as described in the Terms of Service.