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Terms of Use

Last updated Aug 16, 2026

Terms of Use

Effective date: 16 August 2026

Welcome to Swaymoon Report a Problem (the “Portal” or “Service”, at reportaproblem.swaymoon.com). These Terms are the agreement between you and Swaymoon (“we”) about using the Portal. By using the Service you confirm that you have read and agree to these Terms, the Privacy Policy, and the Anti-Abuse Policy. You must tick the box again before you submit a report. If you do not agree, do not sign in or continue.

The Portal signs you in with Swaymoon Account. Registration, sign-in, and security for the Account itself are covered by the Swaymoon Account Terms of Use. These Terms cover only the Report a Problem Portal.

1. The Service

The Portal is for reporting problems with existing Swaymoon services, reporting abuse or security issues, and checking progress. Today that includes:

  • Swaymoon Account, Developer, MusicOne, Docs, and Other / not sure
  • Submitting a report, adding notes and attachments, and viewing status and replies
  • Sending acceptance and progress notices to the email address you provide

The Portal is not an App Store and does not handle refunds. Swaymoon does not currently offer in-app purchase refunds. Do not use this Portal as a refund desk.

We may improve, change, or retire features. If a change materially affects you, we will give reasonable notice.

2. Account, email, and identity

  1. Sign in with a Swaymoon Account you lawfully control.
  2. An email address that can receive mail is required to submit a report. If your Account already has an email, the Portal prefills it; you may change it for this contact.
  3. Keep the address accurate and check it. Delays from a wrong address, unread mail, or filtering are yours to bear.
  4. Do not submit reports using someone else’s account or email.

3. Acceptable use

Content must be truthful, necessary, and match the product and intent you chose. You must not:

  • Invent facts, flood the queue, or disrupt handling
  • Put passwords, verification codes, passkeys, client_secret, or other secrets in text or files
  • Upload unrelated files, malware, or unlawful material
  • Use the Portal to harass others, send junk, or break the law
  • Try to access other people’s reports, admin tools, or system APIs without authorization

You may attach at most 3 files when you submit, then at most 3 per follow-up message, and at most 12 per report. Each file must be a zip or a jpeg / png / gif / webp image, and no larger than 10MB. Each Account may submit at most 5 reports per calendar day (Asia/Shanghai).

Abuse and security reports should include facts we can check. We may refuse fabricated, threatening, or clearly malicious filings and apply section 6.

4. Handling and replies

  1. A new report starts as Submitted, and may move to In review, Needs more information, Resolved, or Closed.
  2. We review in good faith. We do not guarantee a timeline, a particular outcome, or a fix.
  3. If the status is Needs more information, add a note or attachment on that report as soon as you can.
  4. Public admin replies appear in the Portal and may also be emailed. Internal notes are for handling only and are not shown to you.
  5. Mail is sent from reportaproblem@mail.swaymoon.com. The body includes a link to the report and does not attach your files.

5. Rights in what you submit

You warrant that you have the rights (or permission) to submit the text and files, and that they do not infringe others’ IP, privacy, or other lawful interests. You grant us a non-exclusive right to process them as needed to accept, investigate, fix, protect security, and meet legal duties.

Attachments stay on this Service’s local storage. They are not published to object storage or unrelated third parties.

6. Violations

We may limit submissions, close reports, restrict sign-in, or end your use of the Portal for breaches of these Terms or the Portal Anti-Abuse Policy, and we reserve other lawful remedies. Details are in the Portal Anti-Abuse Policy. Serious cases may also fall under the Swaymoon Account Anti-Abuse Policy.

7. Changes, interruption, and ending the Service

We aim for a stable Service but do not promise uninterrupted or perfect availability. Maintenance, upgrades, force majeure, third-party faults, or law may interrupt, delay, or change the Service. You may stop using the Portal. Account deletion follows the Account Privacy Policy and in-product notices.

8. Intellectual property

Software, UI, docs, marks, and related IP belong to Swaymoon or their lawful owners. Do not copy, modify, or distribute them except as these Terms allow.

9. Disclaimers and liability

To the extent allowed by law:

  • We are not liable for untrue filings, dangerous or unlawful attachments, or third-party mail delivery failure
  • We are not liable, within the law, for interruption or loss caused by force majeure or causes outside our reasonable control
  • The Portal is free of charge; our liability is limited to the minimum the law allows, except for intent or gross negligence

10. Changes to these Terms

We may revise these Terms. The new version will be published in Docs with an updated date. Material changes will be announced in a reasonable way. Continued use after the change takes effect means you accept the revised Terms.

11. Governing law and disputes

These Terms are governed by the laws of mainland China (excluding conflict-of-law rules). Disputes should first be discussed in good faith; if that fails, they will be brought before a competent court where we are located.

12. Contact

For questions about these Terms, use Report a Problem or email hello@swaymoon.com. How-to pages are under Guides in this section.