Resolution Policy
At CosyChats, we aim to provide a fair and transparent process for resolving issues that may arise when using the platform.
CosyChats is an introduction service connecting parents for private, peer-to-peer conversations. As such, most issues are best resolved directly between the individuals involved.
🤝 Resolving Issues Directly
We encourage users to communicate openly with each other where possible.
Many issues — such as timing, communication preferences, or expectations — can often be resolved quickly through direct conversation.
⚠️ When to Contact CosyChats
If an issue cannot be resolved directly, you may contact us for review.
This may include:
A missed or incomplete booking
A dispute relating to payment or cancellation
Behaviour that may breach our platform rules
Concerns about safety or inappropriate conduct
📧 contact@cosychats.com
🔍 Our Role
CosyChats does not participate in or monitor conversations between users.
When a concern is raised, we may:
Review the information provided by both parties
Consider any available evidence (such as booking details or communication records)
Assess whether platform rules or policies have been followed
⚖️ Outcomes
Following a review, CosyChats may take action where appropriate. This may include:
Issuing a refund or partial refund in line with our Refund Policy
Providing account warnings or restrictions
Suspending or removing accounts where policies have been breached
🚫 Limitations
CosyChats cannot:
Verify the full content of private conversations
Mediate or oversee real-time interactions
Guarantee outcomes or agreements between users
Users remain responsible for their own interactions and decisions.
📩 Response Times
We aim to review all concerns within 2 working days and will respond as soon as possible.
🌿 Our Approach
We aim to handle all concerns in a way that is:
Fair
Proportionate
Respectful of all parties