Contact
Getting hold of us
There is no contact form here, because a form that does not tell you where your message went is worse than an email address. These go to real inboxes that we read.
Read this first
Email is not a crisis channel
We do not monitor our inbox continuously, and a message might sit unread for a day or two. Between Us is not a crisis service and does not watch accounts for signs of risk. If you are in danger, in crisis, or afraid of someone close to you, please use one of the organisations on the urgent support page. They are available now, and they are better at this than we are.
If it is urgent
Emergency numbers, crisis lines, domestic abuse support and an international directory — grouped by what you need.
Before you write
Three things you do not need to email anyone about
Exporting your data
Your settings include an export control that gives you a machine-readable file of your profile, answers, free text, consent records and purchase metadata. No request, no waiting period, no human in the loop.
Settings in your account
Deleting your account
Also self-service, in the same place. Deletion is immediate and irreversible, and we do not make you ask permission or sit through a retention offer first.
Settings in your account
Stopping a session, or a subscription
You can withdraw agreement to compare or stop a partner session from the session screen, without your partner's permission. Subscriptions cancel from your billing settings in one click.
In the app
If you cannot reach your settings — you are locked out, or the control is not working — then email us and we will do it for you. The self-service route is there to save you time, not to deflect you.
Where to send what
Six routes, two addresses
Using the right subject line genuinely speeds things up, because it is how we sort the queue.
General questions
Anything about how the product works, something that confused you, a feature you wish existed, or a question the FAQ did not answer.
hello@betweenus.appPrivacy and data requests
Access, correction, objection, restriction, or a question about how something is stored. Also the right address if you believe an account belongs to someone under 16.
privacy@betweenus.appSafety concerns, and things we got wrong
An account being used to pressure or monitor someone. Output that read like a verdict, a diagnosis or a score. Anything that made a difficult situation worse. Put “Safety” in the subject line and it goes to the front of the queue.
hello@betweenus.appBilling and refunds
A charge you do not recognise, a report that did not generate, or a refund request. Include the email address on the account and roughly when you paid.
hello@betweenus.appEditorial corrections
If an article states something inaccurate, overstates what research shows, or describes a framework as more settled than it is, tell us which article and which sentence. We will correct it and note the change.
hello@betweenus.appPress and partnerships
Put “Press” in the subject line. We will not supply user numbers, aggregate answer data or a clinical endorsement, because we do not have any of those.
hello@betweenus.appHelping us help you
What to include
None of this is required. Each item saves a round trip, which is usually the difference between a same-week fix and a two-week conversation.
- The email address on your account, if you have one. We will never ask for your password.
- The page address where it happened, copied from the address bar.
- What you were trying to do, and what happened instead.
- Your browser and device, if it looks like a display or layout problem.
- The approximate date and amount, for anything about a payment.
- Whether you would like us to reply, or whether you are just telling us.
Please do not send us your partner's answers, screenshots of their messages, or details of a third person who has not agreed to it. We do not need them, and we would rather not hold them.
Response times, honestly
A small team, reading everything
Most messages: within 2 to 3 working days. Slower at weekends, because there is nobody on a rota.
Safety concerns: we aim to look the same working day.
Privacy and data requests: acknowledged within 5 working days and resolved within 30 days, which is the standard we hold ourselves to in the privacy policy.
Accessibility reports: acknowledged within 5 working days, with a plan and a rough timeframe.
We will not send you an automated reply pretending to be a person, and we will not close a conversation by telling you it has been escalated. If we cannot fix something, we will say so.
Probably already answered
The FAQ covers consent, what a partner can see, what free includes, and what happens if one of you stops halfway.
Read the FAQIf you need help today
Emergency numbers, crisis lines, domestic abuse support and child safety services, with an international directory for anywhere not listed.
Urgent supportThe written detail
What we hold and who can see it, the terms of the agreement, and the clearest statement of what Between Us is not.