This is a draft. Passages in brackets are facts that are not settled yet. It says what we do; it is not final wording.
Complaint policy
Last updated 〔date〕. Complaints: 〔notice address〕.
1. Anyone may complain, about anything here
You need to be signed in to send a complaint. You do not need to have seen the content while signed in. You do not need to be the person affected. You get a number, and you can follow it, and appeal a decision once, from your account.
2. What to send
Whatever you have. The more of this we get, the faster it moves:
- where — a link, or enough to find it;
- what — what is wrong with it;
- who you are, if you want an answer.
If you are telling us that content depicts you, say so plainly. That claim jumps the queue.
3. What we do, and when
| Illegal content, a real person's likeness, a minor, a non-consensual act | Withheld from public view immediately, before anyone reviews it. We look at it after it is down, not before |
|---|---|
| Everything else | Reviewed in turn |
We acknowledge every complaint that gives us an address to reply to within 〔N〕 business days, and complete a review within 〔N〕. 〔These two numbers are not published yet, and that is deliberate rather than an omission: a timeframe we cannot meet is worse than none. They are published when the team that answers them is standing.〕
We tell you the outcome where you gave us a way to be told.
4. If content is yours, or is of you
Send it to 〔notice address〕 with enough for us to find it and a statement that you are the person depicted or the rights holder. It comes down while we look. If we are wrong it goes back up; if we are right it stays down and the account that published it is dealt with under §5.
This is not the only route open to you. A takedown notice under the copyright law that applies to you is answered the same way.
5. What happens to the account
Depending on what it did: nothing, a removal, a restriction, or a permanent close. Refusals under the moderation policy §1 end accounts and there is no discretion in it.
6. Appeals
If a decision went against you, you may appeal it once, to 〔notice address〕, within 30 days. A person who was not involved in the first decision hears it.
One class of decision is final and cannot be appealed: a determination that content depicted a minor. That is not us being unhelpful — it is the one place where being wrong in your favour is not a risk we may take.
7. If we do not satisfy you
You keep every right you had before you wrote to us. You may complain to the regulator or the data protection authority where you live, and — where money is involved — to your bank or card issuer. We would rather you came to us first, because we can refund and they cannot un-ring a dispute, but nothing here takes that away.