Incident & Dispute Policy

We prioritize safety over growth. If you experience an issue, classify it and escalate accordingly. Do not share full addresses in email; redact location details.

• Critical
  Safety threat, address leak, physical danger, or major data exposure. Call local authorities first, then contact support immediately.
• High
  Login/SMS outage, approvals failing broadly, or suspected underage use. Response target: 1 hour.
• Standard
  Single-user functional issue (verification stuck, one event bug). Response target: same day.
• Low
  Copy/UX confusion or minor bug. Response target: next business day or backlog.

Report via the in-app flow or email support@socialcardhouse.net. See the Support page for hours (09:00-21:00 PT) and escalation steps.

Email subject format: [Social CardHouse][SAFETY][SEVERITY][TICKET_ID] Summary.