We are here to guide you.

1. How to contact us

Email support@vapai.me for technical support, accounts, privacy, rights, safety, reports, deletion and appeals. We respond using reasonable efforts and prioritise by severity and impact; we do not promise a fixed response time.

This email is not an emergency line. If there is immediate danger, contact emergency services where you are.

2. Choose a clear subject

• Account or sign-in: “Account access”.
• Technical error: “Technical issue”, including device and app version.
• Privacy, export or rights: “Privacy request”.
• Account deletion: “Delete account”. First see the deletion guide.
• Report, block or risk: “Safety”.
• Moderation action: “Appeal”.
• Future experience or booking: “Experience”, naming the provider if there is one.

There are no active bookings, checkout or launch commercial partner.

Vapai supports: accounts and authentication, app functionality, profile and compatibility, chat, reports, blocks, moderation and safety within the platform.

If a future commercial experience is enabled, before purchase we will identify who supports payment, invoices, booking, availability, cancellations, refunds, chargebacks and delivery of the experience, together with an appropriate contact. Vapai will continue supporting app and safety issues.

3. Useful information and what not to send

Include a short description, what you expected, what happened, approximate date, device model, iOS or Android version and Vapai version. If safe, attach a screenshot that does not expose unnecessary third-party information.

Never send passwords, SMS codes, recovery keys, complete identity documents, bank details, complete card numbers, PAN, CVV or intimate images. For a report, provide only necessary evidence.

4. Access, identity and data requests

To protect an account, we may ask for information already associated with it or ask you to repeat an authentication step. SMS confirmation establishes access to the number; it does not verify identity or age.

Requests for access, correction, deletion, restriction, objection, portability or consent withdrawal use the same email. State the right and the minimum account identifier needed. You need not explain why unless law requires it.

5. Reports and appeals

To report conduct, identify the profile, conversation or experience and explain the risk. We may not disclose internal details or information that could identify a reporter.

To appeal a suspension, removal or other action, identify the account and decision and explain why it should be reviewed. A different person may review the information where reasonably possible.

6. Privacy of support requests

We use messages and associated data to respond, verify the account, resolve the issue and protect the service. Proposed retention is 24 months after closure unless an investigation, legal duty or pending request justifies different limited retention.

Also see Privacy, Terms, the Legal Notice and the Safety Center.