Grievance redressal
If something here has wronged you, this is the way in
Use the Report link on a listing or a studio for anything that breaks our guidelines. This page is for the step beyond that — a formal grievance, which we are held to a clock on.
The officer
Not yet appointed
CraftGali has not yet published a Grievance Officer. Until it does, write to the team and the complaint will be logged and answered to the same timelines set out below.
- 24h
Acknowledgement
Every grievance is acknowledged in writing within twenty-four hours of receipt, with a reference number you can quote.
- 72h
Unlawful content
A complaint that content is unlawful — impersonation, someone else's photographs, a listing that breaks the law rather than our guidelines — is acted on within seventy-two hours.
- 15d
Resolution
Every grievance is disposed of within fifteen days of receipt. If we need longer we will tell you why, in writing, before the fifteen days are up.
What to include
- A link to the listing, studio or conversation you are complaining about.
- What happened, in your own words, and what you would like done.
- Your name and a way to reach you — a grievance cannot be answered anonymously.
One thing we cannot do
CraftGali processes no payments and takes no commission, so we cannot reverse a transfer or recover money sent outside the app. A grievance can get a studio suspended and a listing removed; it cannot refund you. That is why the first rule on Trust & Safety is to never pay in advance.