At LaunchGood, trust is at the heart of everything we do. We are committed to creating a safe, reliable platform where donors and fundraisers can come together to do good with confidence.
Every fundraiser represents an amanah, and we take that responsibility seriously. Your feedback and concerns play an important role in helping us uphold that trust and continue improving how we serve our community.
TABLE OF CONTENTS
- How to share feedback or raise a complaint
- How we review concerns
- How we protect donors and fundraisers
- Feedback about our services
- Complaints about a team member
- Concerns about a fundraiser
- Other concerns or general feedback
- Our commitment
How to share feedback or raise a complaint
If something does not meet your expectations, you can reach out to our team at support@launchgood.com
so we can review it with care and continue improving, inshaAllah.
We welcome all feedback, whether positive or constructive. Your voice helps us strengthen the platform for everyone in our community.
How we review concerns
We review every concern with fairness, care, and respect. Our goal is to understand what has happened and assess whether any action is appropriate in line with our policies and Terms of Service.
To ensure clarity and set expectations:
- We may not be able to share details of our review, findings, or any internal actions taken
- We do not guarantee response times or ongoing updates
- Not all concerns will result in action or follow-up
- Some matters may be limited by legal, privacy, or safety considerations
Our responsibility is to review concerns carefully while protecting the integrity and safety of everyone on the platform.
How we protect donors and fundraisers
Trust is central to everything we do. Before a fundraiser goes live on LaunchGood, it goes through a review process to help ensure it meets our platform standards and reflects the responsibility of amanah.
You can learn more about how this works at LaunchGood.com/safety.
While no system can eliminate all risk, we take steps to:
- Review fundraisers before they are approved
- Monitor activity on the platform where appropriate
- Investigate concerns raised by our community
We also encourage donors to review each fundraiser carefully and make informed decisions before contributing.
Feedback about our services
If you would like to share feedback or raise a concern about your experience on LaunchGood, you can contact our Support team at support@launchgood.com.
To help us review your message effectively, please include:
- A clear description of your concern
- Relevant details such as dates, links, or screenshots
- Your preferred outcome, if applicable
Our team will review your message and respond where appropriate. While we aim to respond as promptly as possible, we are not able to guarantee response or resolution timelines.
Complaints about a team member
We take concerns about individuals working at LaunchGood seriously and handle them with ihsan.
To raise a concern, please contact our team at support@launchgood.com and include:
- A detailed description of what happened
- Any relevant context or supporting information
Your complaint will be reviewed internally and may be escalated to senior team members where appropriate.
Please note:
- We do not share investigation details, internal discussions, or disciplinary outcomes
- We may not provide updates during or after the review process
- Submitting a complaint does not guarantee a specific outcome or response
Concerns about a fundraiser
LaunchGood exists to empower donors and fundraisers to do good together. As a donor, you are responsible for deciding whether to support a fundraiser or organizer.
If you believe a fundraiser may be misleading donors or misusing funds, please contact our Compliance team at compliance@launchgood.com
To support your report, please include:
- A clear explanation of your concern
- Any supporting information such as links, receipts, or communication
Our team will review the matter in accordance with our Terms of Use.
To protect the integrity of our process and the safety of our community, we do not disclose investigation details, findings, or outcomes
Other concerns or general feedback
If your concern does not fall into any of the categories above, you are always welcome to reach out to us at support@launchgood.com.
Whether you have a question, a concern, or simply want to share feedback, our team is here to listen and support you.
You do not need to determine the right category before contacting us. We will review your message with care and ensure it is handled appropriately.
Our commitment
We are grateful for the trust you place in LaunchGood and for taking the time to share your concerns with us. Your voice helps us continue building a platform that is safe, accountable, and rooted in care for our community.
All concerns raised are reviewed carefully and considered through our internal processes. While every matter is assessed thoughtfully, we are not always able to provide updates or share the outcome of any review.
In some cases, we are unable to share further details due to privacy, legal, or safety considerations, or to protect the integrity of our review process.
If you would like to follow up or share anything further, you can always reach us at support@launchgood.com.