Moderation policy

1. Why moderation is needed

Moderation helps maintain the quality of listings, protect users from fraud, spam and unlawful content, and ensure compliance with the Bassario documents.

2. What may be reviewed

Bassario may review listings, photos, characteristics, price, address, chat messages, complaints, the user profile, the history of violations, technical indications of spam and other data necessary for the security of the service.

• messages and attachments in correspondence — upon a complaint from a participant in the correspondence, or where there are indications of fraud or another threat to user security
• voice and audio messages — to the same extent and on the same grounds as other attachments

3. Automated and manual review

Some checks are performed automatically and some manually. Automated checks may detect duplicates, prohibited words, suspicious activity, technical indications of fraud and violations of the listing format. Manual review is used for complex cases and complaints.

4. Possible decisions

Following a review, Bassario may approve a listing, send it back for correction, temporarily hide it, reject it, delete it, reduce its visibility, restrict chat, warn the user, request proof of rights or block the account. Where a decision restricts the publication of a listing or the functions of an account, the Operator will as a rule inform the user of the decision and its reason — in the service interface, by email or in correspondence with support — to an extent that does not disclose the methods used to detect abuse and does not infringe the rights of third parties.

5. Timing

Most listings and complaints are handled within a reasonable period. In complex cases a review may take longer, particularly where additional information from the user or an analysis of several linked accounts is required.

6. Appeal

If a user disagrees with a moderation decision, they may contact support@bassario.com, stating the account email, the link or number of the listing, a description of the situation and any supporting materials. The request is reviewed by an employee of the Operator, including where the original decision was taken automatically. Following the review, the decision may be upheld, changed or reversed; the user is informed of the outcome within a reasonable period.

• the review is carried out by a person, not by an automated system;
• the user may attach explanations and documents supporting their position;
• if the decision is reversed, access to the listing or to the functions is restored within a reasonable period;
• a request concerning the same decision may be reviewed again if new material circumstances arise.

7. No obligation to publish any content

Bassario may decline to publish or may delete content if it creates a risk to users, breaches the rules, appears to be inaccurate or contradicts the purpose of the service, even if the violation is not described word for word in the documents.

8. Moderation enquiries

The single point of contact for moderation matters, complaints and requests from authorised bodies is support@bassario.com. The procedure for reporting content and the actions of other users is described in Complaints and violations.