How do I report a safety concern or incident?

Made Glow takes every safety report seriously. There are three ways to report, and the right one depends on urgency. The canonical reporting flow lives at /safety.

1. Active emergency — call 911 first

If you’re in immediate danger or there’s a medical emergency, call 911 before anything else. Your safety comes before any platform process. After 911 has responded, contact Made Glow at [email protected] or via the SOS button so we can take account-level action and follow up.

2. SOS button (in-app)

During an active booking, the booking screen shows an SOS icon. Two modes:

• Tap once — sends a high-priority alert to the Made Glow trust-and-safety team. Use this when something feels off, you want to talk to a human, or you need help de-escalating.
• Press and hold for 3 seconds — also pings 911 with your location and active booking details. Use this for active threats or medical emergencies.

3. Trust-and-safety email

For non-urgent reports — a Pro acted unprofessionally, you noticed something off about a Pro’s profile, you want to flag a behavior pattern — email [email protected]. Include:

• Booking confirmation number (in your booking history).
• Date and time of the incident.
• What happened, in your own words.
• Photos or screenshots, if applicable.

/safety has the canonical reporting flow with the confidential trust-and-safety form.

What happens after a report

1. Acknowledgment — we acknowledge receipt with a case number.
2. Initial review — the Pro may be paused from new bookings while we investigate.
3. Investigation — we review chat logs, prior incident history, and may interview both parties.
4. Resolution — outcomes range from a coaching warning, to a temporary suspension, to permanent removal, and for criminal matters a referral to law enforcement.

Confidentiality

Reports are confidential. The Pro is told a concern was raised but not told who raised it (unless legally required). We don’t identify reporters in public communications.

Retaliation

Pros are explicitly prohibited from retaliating against clients who file reports. Any retaliation is itself an automatic-removal offense. See the Pro Agreement for the controlling terms.