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.

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 lock the pro account and assist with any insurance or follow-up.

2. SOS button (in-app)

During an active booking, the booking screen shows an SOS icon in the top-right. Two modes:

• Tap once — sends a high-priority alert to the Made Glow trust-and-safety team. We respond within 5 minutes. Use for: situation feels off, want to talk to a human now, need help de-escalating.
• Press and hold for 3 seconds — also pings 911 with your location and active booking details. Use for: active threat, medical emergency.

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.

We respond within 4 hours during business hours, immediately overnight for severe issues. /safety has the canonical reporting flow with the confidential trust-and-safety form.

What happens after a report

1. Acknowledgment within 4 business hours — including a case number.
2. Initial review within 24 hours — the pro may be paused from new bookings while we investigate.
3. Investigation — we review chat logs, GPS data, prior incident history, and may interview both parties. Typically 5–10 business days for non-criminal matters.
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 never 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. Insurance details here.