Digital Services & Content Moderation Policy

1. Purpose

• This policy describes how MilesMarket handles user content, listings, complaints, reports of illegal content and moderation decisions.
• It serves to promote a safe, transparent and trustworthy marketplace.

2. Scope

This policy applies to all content that users publish on MilesMarket or transmit via the platform. This includes in particular:

• sales listings
• listing descriptions
• images
• profile information
• messages
• reviews
• comments
• documents
• other content

3. Principles

MilesMarket is committed to:

• fair moderation,
• understandable decisions,
• equal treatment of all users,
• protection against fraud,
• protection against misuse,
• compliance with statutory requirements.
• Moderation decisions are made with regard to the individual case.

4. Prohibited content

In particular, the following content is prohibited:

• unlawful content,
• fraudulent listings,
• stolen loyalty rewards,
• hacked accounts,
• forged evidence,
• hate speech,
• discrimination,
• glorification of violence,
• threats,
• harassment,
• spam,
• malware,
• misleading statements,
• infringement of intellectual property rights,
• content whose publication is prohibited by law.

5. Reporting illegal content

Any user may report content if they consider that it:

• is unlawful,
• violates this policy,
• violates the platform rules,
• infringes rights of third parties.
• Reports should contain the most precise information possible so that a proper review can take place.

6. Review of reports

After receipt of a report, MilesMarket reviews the reported content within a reasonable time. The following may be considered in particular:

• content of the report,
• available evidence,
• statements of the parties,
• prior user behavior,
• statutory requirements.

7. Possible measures

Depending on the outcome of the review, MilesMarket may in particular:

• take no action,
• request additional information,
• remove content,
• block content,
• deactivate listings,
• restrict features,
• warn users,
• temporarily suspend user accounts,
• permanently close user accounts.

8. Statement of reasons

• Where legally required or appropriate, MilesMarket informs affected users of material moderation measures and their basis.
• Statutory exceptions, in particular to protect ongoing investigations or other legitimate interests, remain unaffected.

9. Complaints procedure

Users may file a complaint against moderation decisions. This may include in particular:

• removal of a listing,
• blocking of a listing,
• restriction of an account,
• permanent account suspension.
• Complaints will, where possible, be reviewed by a person or unit not previously involved in the initial decision.

10. Misuse of the reporting system

The reporting system may not be used abusively. The following are prohibited in particular:

• deliberately false reports,
• harassment reports,
• mass unfounded reports,
• reports to intimidate other users.
• Misuse may lead to measures under the platform policies.

11. Repeated violations

• In case of repeated or particularly serious violations of statutory requirements or the platform policies, MilesMarket may, taking into account the circumstances of the individual case, take further measures.

12. Transparency

MilesMarket may publish anonymized information on moderation measures at regular intervals, where legally permissible and organizationally reasonable. This may include in particular:

• number of reports received,
• number of removed items of content,
• number of suspended user accounts,
• common types of violations.
• Personal data is not published in this context.

13. Point of contact

• For reports of unlawful content and inquiries in connection with this policy, users can reach MilesMarket at the contact details published in the imprint or on the contact page.
• Where legally required, MilesMarket also provides a contact option for competent authorities.

14. Automated support

• MilesMarket may use automated systems to support the detection of spam, fraud or other policy violations.
• Final measures with significant effects on user accounts will, where required, be taken with human review.

15. Relationship with the Terms

• This policy supplements the Terms and Conditions.
• In case of contradictions, mandatory statutory provisions take precedence over the rules of this policy.

16. Amendments

• MilesMarket may adapt this policy to statutory requirements, technical developments or changes to the business model.
• The current version is published on the platform.