Complaints, safety and rights violations

When to use this procedure

Use this procedure if you want to report:

• moolt.site page that violates the law, the rights of third parties or the rules of the service;
• spam, mass mailings, intrusive promotion or misleading forms of data collection;
• phishing, fake authorization, brand impersonation, collection of passwords, payment data or access codes;
• malicious files, links, scripts, attempts to bypass protection or other security threats;
• violation of copyright or related rights;
• violation of rights to a trademark, company name, logo or other brand identifier;
• publication of personal data without proper grounds;
• illegal, dangerous or clearly harmful content;
• attempting to impersonate another person, company, government agency, service or public brand.

This procedure is not intended for general product questions, returns, page customization, payment errors, or startup consultations. For such questions, please use the general moolt.site support.

What to include in a complaint

To help us review your complaint, please include as much accurate information as possible in your message:

• your name or the name of the organization;
• your contact email;
• your status: right holder, right holder’s representative, affected user, representative of an organization, observer or other applicant;
• a link to the moolt.site page, domain, public URL, form, file, image, widget or other material about which you are complaining;
• description of the violation: what exactly is violated, where it is visible and why you consider the content problematic;
• category of treatment: spam, phishing, copyright, trademark, personal data, illegal content, security threat or other;
• screenshots, copies of messages, links, email headers, technical details or other materials supporting the complaint;
• date and time when you discovered the problem;
• the country or region whose law you believe is applicable to the complaint;
• desired action: remove content, restrict access, hide page, contact page owner, save evidence, or other;
• confirmation that the information in the complaint is accurate and submitted in good faith.

Do not send passwords, full bank card numbers, two-factor authentication codes, private keys, seed phrases or other sensitive data. If the evidence contains sensitive information, gloss over unnecessary data if possible and leave only what is necessary for verification.

Copyright complaints

If you are reporting a violation of copyright or related rights, please indicate:

• work or materials the rights to which, in your opinion, have been violated;
• confirmation of your right or authority to act on behalf of the copyright holder;
• an exact link to the controversial material in moolt.site;
• a link to the original source, registration, publication, portfolio, agreement, license or other context confirming the ownership of the material;
• a description of what part of the material is infringing;
• a statement that you have a good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law;
• a statement about the accuracy of the information provided;
• your electronic or physical signature, if required by the applicable procedure.

If you want your notice to be treated as a formal notice-and-takedown of copyright infringement, please indicate so explicitly in the subject or body of your notice and include all information required by applicable law. An incomplete application may require clarification before a decision is made.

Complaints about trademarks and brand imitation

If the complaint concerns a trademark, trade name, logo, or brand impersonation, please include:

• name of the brand, sign or designation;
• trademark registration number, country of registration or other confirmation of rights, if any;
• your connection with the copyright holder;
• a link to the page or material where the controversial designation is used;
• why such use may mislead users;
• whether there are signs of phishing, fraud, collecting payment information or impersonating an official brand representative.

We can take into account not only the formal presence of a mark, but also the context of use: the presence of disclaimers, risk of confusion, the nature of the page, signs of fraud and fair use.

Complaints about personal data

If the complaint concerns personal data, please indicate:

• what data is published or collected;
• link to page, form or material;
• who this data relates to: you, your child, an employee, a client, a representative of an organization or another person;
• why the publication or collection of data is unlawful, dangerous or objectionable;
• whether there is an urgent risk: threats, persecution, financial harm, disclosure of residential address, documents, medical data or data of a minor;
• what action you are asking to perform: delete, hide, restrict access, contact the page owner, or other.

In some cases, we may request proof of identity or authority to ensure that the request to delete or restrict data is made by the correct person.

Urgent risks

Flag the case as urgent if there are signs of immediate harm:

• the phishing page collects passwords, access codes, payment data or documents;
• residential address, passport data, bank data, medical information or data of a minor have been published;
• the page is used for threats, harassment, extortion, blackmail or coordination of harm;
• malicious files, scripts or links are posted;
• the content may result in significant financial, reputational or physical harm;
• there is a risk of disruption to the moolt.site infrastructure or third-party services.

For urgent requests, please indicate in the subject line: `URGENT / Abuse / Safety`. We may take temporary measures until a full review is completed if necessary to protect users, third parties or infrastructure.

What happens after a complaint

After receiving a complaint, moolt.site usually takes the following actions:

1. Registers the report and checks whether there is enough information for review.
2. If necessary, requests additional data from the applicant.
3. Checks the controversial page, materials, technical features, history of actions and available context.
4. Assess the urgency of the risk and the need for temporary measures.
5. May notify the user who posted the controversial content if doing so does not pose an additional risk to security, the investigation, or the complainant.
6. Decides on measures.
7. Communicates the result to the applicant to the extent permitted by privacy, security, and applicable law.

Possible measures include:

• refusal to take action if the violation is not confirmed or the complaint does not relate to moolt.site;
• request for clarification;
• user warning;
• temporary hiding of a page or individual material;
• restricting access to a page, form, file, domain or function;
• removal or blocking of content;
• suspension of an account or individual capabilities;
• preservation of technical data necessary for the investigation;
• transfer of the issue to legal, infrastructure or payment partners, if necessary;
• contacting the competent authorities in cases where this is required by law or the nature of the threat.

We strive to deal with complaints fairly and proportionately. However, moolt.site is not a court and cannot always establish a final legal assessment of controversial content. In complex disputes between the parties, we may request a judicial act, an order from a competent authority, confirmation of rights or other documents.

User's counter explanation

If a user's content has been hidden, restricted, or removed as a result of a complaint, the user may send a counter-explanation to abuse@moolt.site.

The counter explanation should indicate:

• user name or organization name;
• email account moolt.site;
• a link to the page or material to which the measures have been applied;
• reference number, if provided;
• what measures were applied and when the user learned about it;
• why the user considers the complaint to be erroneous, incomplete or unfair;
• documents, licenses, permits, correspondence, contracts, confirmation of authorship, confirmation of rights to a brand or other context;
• what changes the user is willing to make if the dispute can be resolved without completely blocking the material;
• confirmation that the information in the counter-explanation is accurate and submitted in good faith.

After receiving a counter explanation, we can:

• leave the accepted restriction unchanged;
• change the measure to a less strict one;
• restore access to the material;
• request additional information from the user or applicant;
• invite the parties to resolve the dispute directly;
• wait for a decision from the competent authority or court if the dispute requires an external legal assessment.

For copyright disputes, a counter-explanation may require additional formal statements if required by applicable law.

Abuse of complaints

Complaints must be made in good faith. You must not use the complaint process to bully competitors, remove criticism, censor reviews, brand hijacking, harass users, circumvent contractual disputes, or send unfounded complaints in bulk.

Signs of abuse may include:

• knowingly false information;
• forged documents or impersonation of the copyright holder;
• mass template complaints without checking the facts;
• repeated complaints on an already considered issue without new circumstances;
• an attempt to obtain the user’s personal data without legal grounds;
• threats, blackmail or demands for payment for withdrawing a complaint.

If the procedure is abused, moolt.site may refuse to consider the application, limit further applications from the applicant, request additional confirmation, or take other measures necessary to protect users and the service.

Privacy and sharing of information

We process information from a complaint only to review the complaint, protect users, enforce our service rules, and comply with applicable legal requirements.

Some of the information from the complaint may be shared with the user who posted the disputed content if necessary to explain the complaint or obtain a counter-explanation. Typically this may include the nature of the complaint, the reference in dispute, a statement of the right claimed and the complainant's contact details if necessary to resolve the dispute. We may limit disclosure of data if there is a risk of security, harassment, disclosure of sensitive information or violation of law.

Limitations of the procedure

moolt.site reviews requests for materials and actions related to the moolt.site service. If the content in question is hosted by a third party site, social network, domain registrar, hosting provider or payment service, you may need to contact the relevant site directly.

We may not take action if:

• the complaint does not contain sufficient information for verification;
• the dispute relates to contractual, commercial or reputational disagreements that require external resolution;
• the applicant did not confirm rights or authority;
• the controversial material has not been found or is no longer available;
• the requirement is beyond the technical capabilities or authority of moolt.site;
• applicable law does not require or allow the requested measure.

Contact for complaints

Send complaints, infringement notices, phishing, spam, illegal content, and counterclaims to:

`abuse@moolt.site`

Recommended subject line:

`Abuse report: [category] / [page URL]`

For urgent risks:

`URGENT / Abuse / Safety / [page URL]`