Reporting and Moderation Policy

How to report something

There are two routes, and both reach the same team.

In the app or on the website. Every deal, comment, shop and account has a report option. This is the fastest route because it tells us exactly what you are looking at.
By email, to info@programmaticseo.agency. Use this if you cannot reach the report option, or if you are a rights holder or an authority.

You do not need an account to report something by email, and you can ask to stay anonymous towards the person you are reporting. We will still need a way to reply to you.

Report content or an account: info@programmaticseo.agency

What to tell us

A report is easier to act on when it contains:

What you are reporting, with a link or a screenshot if you have one.
Why you think it breaks a rule or the law.
Whether anyone is at immediate risk, so we can prioritise it.
If you are a rights holder: which right you hold, and enough detail for us to see the infringement.
Your email address, so we can tell you what we decided.

Report in good faith. A report that is knowingly false wastes the time we would otherwise spend on real harm, and we may restrict the reporting tools for accounts that misuse them.

What happens next

Step	What we do	How long it takes
We confirm receipt	You get a confirmation that the report arrived, with a reference.	Immediately for in-app reports, within one working day for email
We prioritise	Reports involving a risk to someone's safety, content involving minors, or credible threats go to the front of the queue.	Same day
A person reviews it	Someone reads the report and looks at the content in context. No decision here is made by a machine.	Usually within two working days
We decide and act	We take one of the actions listed below, or we decide no action is needed.	Within seven working days for ordinary reports, faster for urgent ones
We tell both sides	You hear what we decided. If we acted against content or an account, the person affected gets a statement of reasons.	With the decision

What we can decide

Remove the content.
Reject a deal, or expire one that is already published.
Restrict how visible something is while we look into it.
Warn, restrict, suspend or terminate an account.
Restrict a shop's ability to publish.
Take no action, because we do not think a rule was broken.
Refer the matter to the authorities, which we do for content involving minors and credible threats of violence.

The escalation ladder we use, and what triggers each step, is in the Community Guidelines.

What the affected person is told

If we act against your content or your account, you get a clear statement that includes:

What we did: removed, restricted, suspended, terminated.
What content or behaviour it concerned.
Which rule or which law we relied on, quoted specifically rather than in general terms.
The facts we relied on, and whether the case started from a report or from our own review.
Whether the decision was made by a person or by automated means. Today it is always a person.
How to object, and the deadline.

We only withhold this where the law requires us to, for example where telling you would interfere with a criminal investigation.

How to object to a decision

You have six months from our decision to object, whether you reported something and we did nothing, or we acted against you.

An objection is reviewed by someone who was not involved in the original decision. Tell us:

The reference from our decision.
Why you think it was wrong.
Anything we did not know at the time.

We aim to answer an objection within ten working days. If we were wrong we reverse the decision, restore the content or the account, and say so.

Object to a decision: info@programmaticseo.agency

Objecting to us does not take away your right to go to court, and it does not stop you complaining to a supervisory authority.

Repeat offenders and misuse

We keep a record of upheld reports against an account, because a pattern matters more than a single incident. An account that repeatedly breaks the same rule moves up the ladder rather than starting again each time.

The same applies in reverse. An account that repeatedly files reports we find to be baseless may lose access to the reporting tools, after a warning.

Notices from authorities and rights holders

Orders from a court or a competent authority, and notices from intellectual property rights holders, should go to info@programmaticseo.agency. We acknowledge these without undue delay, we tell you what we did, and where an order requires it we tell the affected user as well.

Authorities and rights holders: info@programmaticseo.agency

Our single point of contact for the authorities of the Member States, the European Commission and the European Board for Digital Services is info@programmaticseo.agency. We correspond in Dutch and in English.

Do we use automated moderation

No. Every deal is reviewed by a person before it is published, and every report is read by a person. Comments appear immediately and are reviewed when someone reports them.

We say this plainly because it is a question you are entitled to a straight answer to. If we ever introduce automated tools, we will change this page before we switch them on, and we will say what they do and how accurate they are.

What we publish about this

We keep records of the reports we receive, the decisions we take and the reasons for them. As we grow into the reporting duties that apply to larger platforms, we will publish a summary of that activity here.