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 full safety guidance 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 trust@madeglow.com or through the in-app report flow so we can take account-level action and follow up.

2. Report a problem (in-app)

During or after a booking, open the booking and tap Help → Report a problem. Choose the type of issue, describe what happened, and attach photos if relevant. Safety-category reports are prioritized and routed straight to the Made Glow trust-and-safety team. For an active threat or medical emergency, call 911 first.

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 trust@madeglow.com. 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 full safety guidance and all the ways to reach our trust-and-safety team.

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.