Support

Service Purpose

Social Muslims is a verified member platform for British Muslims offering private video introductions, curated profiles, member events, and community access. It hosts no adult content, is not a live-streaming or broadcast platform, and is not an open directory or unrestricted search of the member base. Every profile shown to you, including any profile reachable through the in-product self-serve introduction surface, has been curated by us and verified through our identity and eligibility process. Direct connection only proceeds where both sides consent through the service flow.

Reporting and Complaints

• Use the in-product report button where available for urgent account-level reporting, including during or after video calls, then email support if you need follow-up.
• Video-call reports preserve relevant metadata for safety review. Social Muslims does not record private call content by default.
• For suspected illegal content or serious abuse, include the user name, profile details, screenshots only if lawful, and what happened.
• For complaints about moderation, curation, or service handling, include the decision you are challenging and why you believe it should be reviewed.
• If you remain dissatisfied after contacting us, you may report concerns about regulated online-safety measures to Ofcom.

Billing and Refunds

New paid service sales are treated as fixed-term prepaid video-introduction packages unless the checkout clearly states a different billing model. Credit purchases are a separate product with their own refund rules. Legacy recurring subscriptions may still exist for some older users or products. Full refund rules are in our Terms §14.

• Video-introduction packages: refundable in full before service supply begins; refundable on a proportional basis between consent and the material performance milestone in Terms §12; non-refundable after that milestone, subject to Consumer Rights Act 2015 quality remedies.
• Credits: 14-day money-back guarantee from the date of purchase, full refund to original payment method on request to support — even if you have used some or all Credits in that window. After 14 days, Credits are non-refundable for cash; the wallet hold mechanic still returns held Credits to your wallet on uncompleted introductions.
• Used items: settled Credits, completed introductions, attended events, and delivered member recommendations are not refundable as cash, regardless of the 14-day window.
• Technical failure: we may first offer remediation, rescheduling, replacement access, or account correction before considering a refund.
• Billing requests: include the purchase date, payment provider, email, phone number, and payment reference if you have it.

Privacy and Data Rights

• Delete account: Menu -> Delete Account where available, or email support with the subject line Data Deletion Request.
• Export data: Menu -> Export Data where available, or email support.
• Report user: Use the in-product report tool or the reporting contact above.
• Block user: Use the in-product tools where available; reported users may also be restricted manually.
• Privacy rights: Email support for access, correction, deletion, restriction, objection, portability, or consent withdrawal requests.

Payments, Credits, and Introductions

• Credits: pre-paid units used to initiate direct video introduction requests to curated profiles. Sending a request holds 1 Credit; the hold is released back to your wallet if the recipient declines, the request expires after 48 hours, you cancel, or the call does not take place. The Credit is settled (consumed) only when a video call completes. Receiving and accepting a request costs nothing. 14-day money-back guarantee on the purchase price; after that, Credits are non-refundable for cash.
• Unlimited membership benefit: active paid memberships may include exemption from the Credit hold for direct video introduction requests for the duration described at checkout.
• Membership: the current self-serve offer is Curated Monthly at £49.99/month (auto-renewing, cancel anytime), billed via PayPal on the web or via Apple in-app purchase on iOS. A Dedicated Member Support engagement (£1,500 for 12 months) is arranged with the team and is not self-serve.
• Legacy subscriptions: older Stripe or Apple recurring memberships may still be managed through their legacy billing tools.
• Events: event-specific ticket terms and refund rules may differ and are shown on the event page or checkout.

Response Expectations

• Urgent safety, illegal-content, underage, threat, or sexual-content reports: prioritised for same-day triage where reasonably practicable.
• Other safety reports: reviewed through the moderation queue and actioned according to risk.
• Billing or refund requests: usually reviewed within 5 business days.
• Privacy requests: handled in line with legal timeframes and verification requirements.
• General support: typically answered within 24 to 72 hours.

Identity Verification and Account Help

• Why verify: to improve trust and reduce fraud and unsafe behaviour.
• How to verify: complete the verification flow when prompted in the product.
• Phone number changes: contact support for help.
• Trouble with sign-in or access: include your phone number and the device you are using.

Policies

• Terms of Service
• Privacy Policy