Villages Ltd — Support
Support
There is one way to reach a person, and it is an email address. Write to us and say what happened in your own words.
Emergencies come first
In an emergency, call the emergency services. Reporting something in Villages sends it to a moderation queue that a human reads. It is not an emergency service, it is not watched around the clock, and it cannot bring help to you. If you or anyone else is in danger, in need of medical help, or a crime is happening, contact the emergency services in your country directly. Do not rely on any feature of this app, or on this email address, to do that for you.
How to write to us
Email support@villages.mobile. It is the right address for all of the following:
- an account problem — sign-in trouble, or the belief that someone else is using your account;
- a moderation decision you disagree with;
- a privacy request, or a question about the Privacy Policy;
- a billing question about village stewardship — noting that App Store refunds and cancellations are handled by Apple, not by us;
- a letter that broke the Community Guidelines, which cannot be reported in the app for the reason set out below;
- anything else you cannot resolve inside the app.
Tell us what happened, and include your handle and the name of your village. If it is about a specific post, comment, gathering or profile, please report it in the app as well — that puts it in the moderation queue directly.
Reporting content or an account
Do this from inside the app, where it reaches a moderator fastest.
Every post, comment, gathering and profile has a Report action. A report asks you to pick a reason — abuse, harassment, hate, sexual content, spam, or other — and lets you add details if that helps. It goes straight to the moderation queue, where a human reviews it.
Reports are not visible to the person you reported. You can see the reports you have made; you cannot see anyone else's.
After a report, a human reads it. Depending on what they find, moderators may remove or hide content, restrict what an account can do, suspend or terminate an account, preserve relevant records, and cooperate with lawful requests from authorities.
Letters are a special case
A letter's text is deliberately readable only by the person it was written to, once they collect it at the Town Hall. Our moderators cannot read it either — the database does not give them access. That is a privacy decision we stand behind, but it means a harmful letter cannot be reviewed the way a post can, and there is no in-app report route attached to a letter itself.
If you receive a letter that breaks the Community Guidelines: report the sender's profile in the app, and write to support@villages.mobile telling us what happened in your own words.
Open decision
How a letter complaint is handled — what evidence is asked for, and what action can be taken on the strength of a recipient's account alone — has not been settled. The founder and counsel must decide it, and the Community Guidelines must then say so.
Blocking someone
Blocking is available on another member's account. It stops that account's new Town Hall items appearing in your feed. It is for you, and it does not notify them.
Blocking is not the same as reporting. If someone has broken the Guidelines, please report them as well — blocking protects you, reporting protects everyone else.
Deleting your account
You can delete your account from within the app. Deleting removes the files you own — your avatar and images you posted — and your authentication record, and the rows that depend on your account follow it.
There is one exception. If you are a Village Chief and your village has other members, you must transfer the Chief role to someone else first. The app will refuse the deletion and tell you so. This exists so a village is never left without anyone responsible for it. A Chief transfer requires the incoming Chief to hold their own active stewardship subscription.
If you are stuck — you cannot sign in, or the transfer will not go through — write to support@villages.mobile.
There is currently no in-app data export.
Billing and subscriptions
Members never pay. Using Villages as a member of a village is free. Only a Village Chief holds the paid village stewardship subscription.
Apple handles the money, not us. Stewardship is bought through the Apple App Store. Payment is taken by Apple through your App Store account, and the subscription renews automatically until you cancel it. Cancelling, changing or requesting a refund is done through your App Store subscription settings — we cannot process an App Store refund ourselves. We never see your payment details.
If something about your stewardship looks wrong inside the app after you have changed it with Apple, write to us and we will look at what our records show.
Privacy requests
Depending on where you live, you may have rights to see the information we hold about you, to correct it, to have it deleted, to object to some uses of it, or to complain to a regulator. To ask about any of this, write to support@villages.mobile.
The Privacy Policy sets out what we collect and — just as importantly — what we deliberately do not.
Open decision
The applicable data protection framework, the supervisory authority to which a complaint can be made, and the response deadline we commit to are all outstanding, as is whether a data export route must exist at launch. Counsel must settle them, and the Privacy Policy must then name them specifically.
How quickly we reply
Open decision — stated plainly rather than papered over
Villages has an internal triage target, but has not yet decided the response time it is willing to publish — for moderation reports or for email to this address — and we are not going to print a number we cannot yet stand behind. The founder and counsel must set the published response time before launch, and it must then be stated here and in the Community Guidelines: how quickly a report is acknowledged, and how quickly a decision is made.
There is also no defined appeals process yet for a removal, restriction or termination. Until there is, the route is to write to support@villages.mobile and tell us what happened.
Who we are
Villages Ltd — registration in progress — provides the Villages app.