Reporting and enforcement
Version 1.0 · 31 July 2026
How to tell us something is wrong, what we do about it, and how to challenge us when we get it wrong.
If someone is in immediate danger, call your local emergency number first, then tell us.
1. How to report
In the product. Every Ask, Offer, Exchange, message, and member page has a report button. This is the fastest route and it gives us the context automatically.
By email. [email protected]. Anyone can use it, member or not.
Tell us what happened, where, and who was involved. If you can, tell us what you would like to happen. You do not need to be certain, and you do not need to be the person affected.
Reporting anonymously. You can report without giving your name. We can act on it, but we may not be able to come back to you, and an anonymous report is harder to act on where the facts are contested.
2. What happens next
| Stage | What we do | When |
|---|---|---|
| Received | You get a confirmation with a reference | Immediately |
| Triaged | A person reads it and decides how urgent it is | Within 24 hours |
| Urgent cases | Safety, a person at risk, or an active fraud: we may restrict the account or hold Gigets while we look | Same day |
| Reviewed | We look at the accounts, the Exchange, the messages, and the record. We usually ask the other member for their side | Within 5 working days |
| Decided | We tell you what we decided and why | Within 10 working days |
If it is going to take longer, we tell you why, and we tell you again when it moves.
3. What we tell the person concerned
If we act against a member's account or content, we give that member a statement of reasons. It contains:
- what we did: removed content, restricted a feature, suspended, or removed the account
- what triggered it: a report, our own detection, or a legal order
- which rule it relates to, quoted, with a link
- whether an automated system was involved in detecting it, and confirmation that a person made the decision
- how to appeal, and by when
We give this in every case except where the law prohibits it, for example where telling someone would prejudice a criminal investigation.
4. The measures we can take
We use the least severe measure that resolves the problem.
| Measure | When |
|---|---|
| A note | A first, minor, correctable problem |
| Content removed | An Ask, Offer, or story that breaks the standards |
| Feature restricted | Cannot open new Asks, cannot vouch, cannot message outside existing Exchanges |
| Exchange cancelled and Gigets returned | The Exchange did not happen, or was misrepresented |
| Suspension | A serious breach, or a pattern, while we work out what happened |
| Removal | Fraud, harm to a person, manipulation of the economy, or a repeated pattern after warning |
| Reported to authorities | Where the law requires it, or where we believe someone is at serious risk |
Removal is permanent. Someone removed for a safety reason may not open a new account.
We never enforce through the ledger. Balances are corrected only for the reasons in the Gigets Rules, which are being finalised and will be published in the legal index. We do not take Gigets as a fine.
5. Appeals
You have six months from any decision to appeal it.
Write to [email protected] with your reference and what you think we got wrong. Say if there is anything we did not see.
- A person reviews it. Where possible, not the person who took the original decision.
- We answer within 10 working days.
- If we were wrong, we reverse it completely: the account comes back, the content comes back, the entries are corrected, and the record shows it was reversed.
- If we were right, we tell you why, with the evidence we can lawfully share.
Appealing costs nothing. Appealing does not count against you.
You may also take a dispute to the courts, or, if you are a consumer in the EU, to a mediator. The Terms of service, which are being finalised, will set this out in full.
6. If you disagree with an automated outcome
Ask us for a human. That is the whole process. Write to [email protected] and say which outcome you want reviewed.
You have the right to be told the reasoning, to give your point of view, and to contest the result. No decision that materially affects you is left to a machine.
7. Disputes between members
Most problems are not abuse. They are two people who remember an agreement differently.
Use the challenge window first. After delivery, either of you can raise a problem before the Exchange Settles. Most disputes end here, between the two of you, which is where they belong.
If you cannot resolve it, tell us. We look at what was agreed, what was delivered, and the messages between you. We can cancel the Exchange, return the Gigets, adjust the amount, or let the settlement stand.
We are not a court and we do not pretend to be one. We decide what happens to the Exchange on Gigets. We do not decide who was right as a matter of general fact, and nothing we decide affects your legal rights against the other person.
8. Legal requests and orders
Requests from law enforcement, courts, and regulators go to [email protected].
We check that a request is valid and properly served, we give only what is specifically required, and we tell the affected member unless we are legally prohibited from doing so or someone is at risk.
9. What we publish
Once a year we publish a report showing how many reports we received, by category, how many actions we took, by type, how many appeals we received, and how many we upheld. The first report covers the first full year of operation.
We publish it whether or not the numbers make us look good. A trust and safety function that only reports when it is winning is not a trust and safety function.
10. Misusing this process
Filing false reports, filing reports to harass someone, or filing reports to remove someone who has done nothing wrong is a breach of the Community standards and we act on it.
Reporting in good faith, even if we conclude nothing happened, never counts against you. Members who report are never told to whom, and we take active steps against retaliation.
Report, appeal, and send legal requests to [email protected].