Content Moderation & Notice-and-Action

How content gets removed from Caseo, who decides, how long it takes, and how you challenge a decision. Our Community Guidelines say what the rules are; this says how they are applied.

Caseo is a small team. Moderation is done by people, supported by automated checks. We do not use fully automated removal for anything except hash-matched child sexual abuse material.

In the app: every post, profile, review and shop listing has a report control.

By email: reports@caseo.app— use this if you can’t reach the in-app control, or if you’re reporting on behalf of an organisation or authority.

Reporting in the app needs an account.That’s how we send you the decision, and how we keep the reporting tools from being abused at scale. Email doesn’t — anyone can write to us, with or without a Caseo account, and we handle those notices exactly the same way.

Either way, reports are confidential: we never tell the person you reported who reported them.

If you are reporting content as illegalrather than merely against our rules, the in-app form asks you which law you believe it breaks and why, and to confirm the report is made in good faith. That’s what turns a complaint into a legal notice, and we can’t act on one without it. We ask for contact details so we can send you our decision — except for reports concerning offences against children, where you may stay anonymous.

Copyright has its own process, with elements the law requires us to collect — see the Copyright & DMCA Policy.

1. We confirm we got it. You get a notification as soon as the report is filed.
2. A person reviews it against the Community Guidelines, and where the report alleges illegality, against the law.
3. We decide and act — remove, limit reach, restrict the account, or take no action.
4. We tell you what we decided.
5. We tell them why. If we act, the affected user gets a statement of reasons.

These are the steps the product actually performs. The timings below are the targets we hold ourselves to, not guarantees.

Where a report is complex or we need advice, we’ll tell you it’s taking longer.

If we remove your content or limit its reach, we tell you:

• what we did, and to which content;
• whether it was because of our Community Guidelines or because we consider the content illegal;
• the facts we relied on, in plain language;
• whether automated means were used to detect or decide it;
• how to appeal.

We send this at the time we act, unless we are legally prohibited from doing so — for example where an authority has asked us not to disclose an ongoing investigation.

You have six months from our decision to appeal, using the link in the statement of reasons or by emailing appeals@caseo.app.

An appeal is reviewed by a person, and never by the same person who made the original decision where the size of the team makes that possible. We aim to answer within 14 days. If we were wrong, we restore the content and remove the strike.

If you are in the EU you may also refer the dispute to a certified out-of-court dispute settlement body under Article 21 of the Digital Services Act, or go to court. Using our process first is not required.

Repeated violations escalate: reach limits, then posting restrictions, then suspension, then permanent termination. Accounts that repeatedly infringe copyright are terminated.

We also act against people who misuse the reporting system — filing frequent, manifestly unfounded reports in bad faith. After a warning, we suspend their ability to report.

We use automation to detect known child sexual abuse material by hash matching, to catch spam and automated account creation, and to flag likely rule-breaking content for a person to review.

Only hash-matched child sexual abuse material is removed without a person in the loop.Everything else that automation flags is reviewed by a human before any action is taken.

Photos submitted to a canonical cheese entry are reviewed before they appear there. That’s quality control as much as safety — a blurry photo of the wrong cheese is a problem for everyone reading the page. A post that isn’t accepted for a cheese page still lives on your profile.

Orders to act against illegal content, or to provide information, go to legal@caseo.app. We confirm receipt, act where legally required, and tell the affected user unless we are prohibited from doing so.

reports@caseo.app — reports
appeals@caseo.app — appeals
legal@caseo.app — authorities and legal notices

We accept communications in English, Spanish and French.

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