ECJOY accepts good-faith complaints about billing, accounts, privacy, safety, content, moderation, AI behavior, age confirmation and underage locks, service quality, intellectual property, and affiliates. Specialized legal requests follow the routes below. We do not retaliate for a good-faith complaint, report, refund review, or legal-right request, but may act against fraud, threats, or abuse.
8.1 How to complain
Use ECJOY’s in-app Help Center or [email protected]. Include the account ID, description, time, transaction or content ID, requested outcome, and useful evidence. Do not send passwords, full card numbers, wallet private keys or unnecessary identity documents.
8.2 Routing and target times
- Immediate danger: contact local emergency services first. If you are thinking about suicide or self-harm, see the crisis lines in our Safety & Crisis Protocol. Then contact [email protected] if ECJOY needs to act.
- Child safety or suspected child sexual abuse material: urgent review; never attach or redistribute illegal material.
- Nonconsensual intimate imagery or sexual deepfake: email [email protected] without registering an account; a valid request is handled within 48 hours under our Content Removal and Nonconsensual Intimate Imagery Policy. The ordinary two-business-day customer-service target does not extend this deadline.
- Underage lock: if you believe an underage lock was applied to you by mistake, ask for a review through the Help Center or [email protected]. See the Age Verification page.
- Copyright: use the DMCA Policy. Privacy rights: use ECJOY’s in-app Help Center or [email protected].
- Billing or refund: first human reply within two business days. This is not a refund approval or funds-arrival deadline; confirmed payment-provider processing determines the outcome.
- Reports of illegal or policy-violating content: reviewed and resolved within seven business days. Content confirmed to be illegal is removed immediately.
Applicable legal deadlines take priority over ordinary response targets. We may request relevant missing information or explain a delay, but doing so does not automatically extend a statutory deadline. The ordinary target is a first human response within two business days, not resolution or payment settlement.
8.3 Investigation and outcome
Authorized staff may review relevant account, transaction, technical, moderation, and communication records. Staff may look at a chat only for safety, support, or when the law requires it. Outcomes may include explanation, correction, restoration, removal, eligible refund, account action, or denial with reasons.
8.4 Appeals
Seek review of an eligible decision within 14 days through the existing ticket or [email protected], identifying the decision, error and relevant new information. A different reviewer is used where practical. This internal window does not shorten legal rights, DMCA procedures or rights to contact a regulator, court or payment provider. Review does not automatically reinstate source-linked entitlements terminated when a payment dispute opened; any mandatory remedy remains available.
8.5 Contact
Tamim International Trading Limited, Room 106, 2/F, Eton Tower, 8 Hysan Avenue, Causeway Bay, Hong Kong. Email: [email protected].