Reporting & Content Moderation Policy

This policy explains how to report problems on RigYard, how we decide what to do, and how to appeal. It's part of how we meet our duties under the Online Safety Act 2023 to protect people from illegal content and to deal with complaints fairly.

1. How to report

• Use the Report button on any listing, profile, conversation or review. Choose a reason (scam, possibly stolen, misleading, prohibited item, offensive, or something else) and add any details.
• Reports are private. The person you report isn't told who reported them.
• You can also block someone, which stops messages in both directions.
• If you can't use the button, or it's urgent, email safety@rigyard.example.
• If someone is in immediate danger, call 999. Report fraud to Action Fraud (0300 123 2040, or actionfraud.police.uk).

2. Automatic checks

We also use automated tools: checks for banned words, photos reused from other sellers' listings, very new accounts asking high prices, and prices far below the value of a computer's parts. In chat, we show safety warnings when messages mention risky payment methods. Automated tools only flag content. A person makes every decision that affects your account, apart from holding a listing for review before it goes live.

3. How we decide

Trained moderators review reports against our Terms, Prohibited Items & Listing Policy and Community Guidelines. We aim to review reports within [2 WORKING DAYS], and suspected illegal content (such as stolen goods or fraud) as a priority. Depending on what we find, we may:

• take no action, if the content doesn't break our rules;
• remove a listing, or hide a review;
• send a warning;
• suspend an account temporarily (you'll be signed out and your listings hidden);
• permanently ban an account (decided by a senior member of staff);
• report illegal activity to the police or other authorities.

We always tell you what we did and why, by email and in your notifications. Every decision is recorded, along with who made it.

4. Appeals

If we remove your listing or warn you and you think we got it wrong, open Dashboard → Appeals (the link is also in our email) and tell us why. A different moderator reviews appeals, and we aim to reply within [5 WORKING DAYS]. If you've been suspended or banned, reply to the email we sent you. If an appeal succeeds, we reverse the decision and restore your listing.

5. Complaints

You can complain about how we've handled a report, a decision, or our approach to safety, by emailing safety@rigyard.example. We'll acknowledge your complaint within [2 WORKING DAYS] and respond in full within [14 DAYS].

6. Transparency

We plan to publish regular summaries of the reports we receive and the action we take.