We take every
complaint and report seriously
Operated by: Nanjing Zhiji Information Technology Co., Ltd. · 24-hour response · Strict confidentiality
Complaint
You're unhappy with Laifaxin's product or service experience
- Support attitude / service quality below expectations
- Renewal / account management / billing disputes
- Data errors / long-standing bugs not fixed
- Privacy data access / deletion requests
- Concerns about company business conduct
Report
You've spotted unlawful, infringing, or abusive behavior
- Someone using Laifaxin to send spam or scam content
- Impersonating the Laifaxin brand (phishing / counterfeiting)
- Illegal content (pornography / violence / gambling / fraud)
- IP infringement / trademark / copyright
- User data leak / security vulnerability disclosure
- Child safety incidents (zero tolerance)
What to include in your submission
More complete info = faster handling · 5 key items
How we protect reporters
4 hard commitments · not just words · backed by rules
Strict confidentiality
Only the handling team can access materials · encrypted storage · destroyed after closure
No identity disclosure
Your identity is never disclosed to the reported party (unless legally required)
Zero retaliation
Any internal retaliation is strictly prohibited · violations dealt with severely
Independent review
Significant reports trigger an independent internal review · findings shared with the reporter
Security researchers · vulnerability disclosure
Found a vulnerability on the Laifaxin platform? Email abuse@zhijixinxi.com with the subject prefix "[Vulnerability]".
- Acknowledgment within 24 hours
- Confidential handling · no legal action for good-faith disclosure
- Recognition or reward based on severity
- After the fix, public acknowledgment on our security page (with your consent)
What we can and can't handle
Routing to the right team gets you a faster outcome
We can handle
- Misconduct on the Laifaxin platform
- Incidents involving the Laifaxin brand (impersonation / phishing / brand abuse)
- Disputes related to Laifaxin users or data
- Third-party actions infringing on Laifaxin users' rights
We can't handle
- Online fraud unrelated to Laifaxin · Call the police at 110
- Spam emails unrelated to Laifaxin · Report to 12321
- Illegal content unrelated to Laifaxin · Report to 12377
- Disputes with overseas companies / platforms · Pursue under local law
Other official channels
Prefer not to email? Pick whichever works for you
Not satisfied with our handling? Escalate to regulators
6 national-level regulatory channels · each accepts independent complaints