1. Customer Support
Kimiyoka maintains a dedicated channel to handle member concerns with professionalism and impartiality.
2. Submitting a Complaint
You can file a complaint through:
- Email: contact@kimiyoka.com (subject: “Complaint”)
- In-platform customer-service area, if available.
For copyright takedowns please use our DMCA Policy, and for refund disputes please see our Refund Policy first.
3. Information to Include
- Your full name and a reachable email.
- The date and (if possible) approximate time of the incident.
- The URL, share slug, or screenshot related to the complaint.
- A clear description of what happened and the outcome you would like.
- Any supporting documentation.
4. Review Process & Documentation
- Acknowledgement — we acknowledge receipt within 24 hours (business days).
- Investigation — an officer reviews the facts and may request additional information.
- Decision — a designated officer decides on the action and outcome.
- Documentation — every step is documented for review and dispute defense.
5. Duration
- Standard complaints: we target resolution within 7 calendar days of receipt.
- Illegal content: reviewed immediately for blocking or removal.
- Complex matters may take longer; in that case we will tell you why and an expected timeline.
6. Possible Outcomes
- Editing or removing content.
- Restricting or terminating an offending account.
- Issuing a refund where appropriate.
- Updating our Service or policies.
- Closing the complaint with an explanation if no action is required.
7. Escalation
If you are not satisfied with our response, you may request a review within 14 days of our reply. The review will be performed by personnel uninvolved in the original handling and we will respond within a reasonable timeframe.
8. Chargeback Fraud Mitigation
We follow PCI and payment-card industry standards to verify and respond to disputed charges. Members found engaging in wrongful chargebacks may have access to the Service restricted.
9. External Dispute Resolution
If our internal process does not resolve the matter, you may turn to:
- Korea Consumer Agency / 1372 Consumer Counseling Center
- e-Commerce Mediation Committee (www.ecmc.or.kr)
- Personal Information Dispute Mediation Committee (www.kopico.go.kr)
- The consumer-protection or data-protection authority of your country of residence