Complaint Process
Last updated: March 18, 2026
Our Commitment
PollNova is committed to maintaining a safe, fair, and legal platform. We take all complaints seriously and will respond to every valid submission. This page explains how to report concerns, what happens after you report, and how to escalate if you are unsatisfied with our response.
Types of Complaints
Content Violations
Illegal content, content involving minors, non-consensual imagery, harassment, or content that violates our Terms of Service. Use the in-platform Report button on any poll or profile, or email safety@pollnova.com.
Copyright / DMCA
If your copyrighted content has been used without permission, please follow our DMCA process. Send notices to dmca@pollnova.com.
Billing & Payment Disputes
Issues with Picks purchases, unexpected charges, or creator payout problems. Contact support@pollnova.com with your account email and a description of the issue. Please do not initiate a chargeback before contacting us — see our Terms of Service.
Account & Access Issues
Account suspensions, bans, or login problems you believe were made in error. Email support@pollnova.com with your username and a detailed explanation.
Privacy Concerns
Concerns about how your personal data is handled. Email our Privacy Officer at privacy@pollnova.com. See our Privacy Policy for your rights under PIPEDA.
How to Submit a Complaint
- Use the in-platform report tool (fastest): tap the three-dot menu on any poll, post, or user profile and select "Report". Our moderation team reviews these within 24–48 hours.
- Email us directly at the relevant address listed above. Include your account username or email, the nature of your complaint, any relevant URLs or screenshots, and what resolution you are seeking.
- For urgent matters (imminent harm, illegal content involving minors, active fraud), mark your email subject "URGENT" and we will prioritise it.
Response Times
| Type | Target Response Time |
|---|---|
| Illegal / CSAM content | Immediate (upon discovery) |
| Urgent safety / harm | < 4 hours |
| Content violation reports | 24–48 hours |
| Billing & account issues | 2–3 business days |
| DMCA takedown notices | 2–5 business days |
| Privacy requests | 30 days (PIPEDA requirement) |
| General enquiries | 3–5 business days |
Escalation & External Bodies
If you are unsatisfied with our response, you may escalate your complaint to:
- Privacy complaints: Office of the Privacy Commissioner of Canada
- Content involving minors: NCMEC CyberTipline or contact your local law enforcement
- Consumer protection: Competition Bureau Canada
Contact Us
POLLNOVA
2616 Standardbred Dr, Oshawa, Ontario L1L 0S7, Canada
General / Billing: support@pollnova.com
Safety / Content: safety@pollnova.com
Privacy: privacy@pollnova.com
DMCA / Legal: dmca@pollnova.com