Content rules and reports

What these rules apply to

They apply to everything people put on Sivamo:

• the public pages of departures and of organizers;
• names, photos and profiles;
• what is written or shared in groups: messages, comments, cards, photos and files;
• the messages organizers send to participants and followers.

We host what you post; we don't check it before it appears. Whoever posts something is responsible for it. Organizers are responsible for their departure pages and for their trips.

What isn't allowed

Content that is illegal under EU law or the law of an EU country, or that breaks these rules. For example:

• selling trips without the tourism licence or the insolvency protection the law requires;
• scams: fake departures, fake organizers, requests for payment outside the app to deceive people, trips that don't exist;
• misleading departures: a price without the mandatory charges, hidden fees, false dates, false availability, services that aren't included presented as included;
• photos, texts, logos or brands used without the right to use them;
• incitement to hatred or violence against people for their origin, religion, gender, sexual orientation, disability or any other protected trait;
• threats, harassment, bullying, and exposing someone's private life;
• other people's personal data (documents, phone numbers, addresses, location) without their consent;
• child sexual abuse: zero tolerance. We remove it, close the account and report it to the authorities;
• sexual content or nudity;
• selling or promoting illegal goods or services, such as drugs, weapons or forged documents;
• putting people in danger, for example presenting a dangerous activity as safe;
• spam, chain messages and advertising that has nothing to do with the trip;
• pretending to be another person, an organizer or a firm you don't represent.

Reporting content you know is fine, just to harm someone, is also an abuse.

Private groups and messages

Groups of friends and departure groups are private: only their members see what is written there. We don't read them, and we don't monitor content in general. We act when someone reports something.

When someone reports a message, our team sees only that message, copied into the report. A photo appears in the report only as a note that there was one.

Each group has its own tools:

• any member can report a message (Report this message), report a person (Report and block), point out a mistake on a card (Report a mistake) and Block someone in direct messages;
• the owner and the people with the Helper role can delete messages in Everyone, stop someone from writing there (Stop from writing here) and take someone out of the group (Remove from the group).

How to report

• A departure page: press Report this page at the bottom of the page, or open Report a page and paste the address of the departure.
• Something in a group: use the buttons in the app, listed above.
• Anything else (an organizer page, an email from an organizer, a profile, a file): write to support@sivamo.app.

A report should contain:

• where the content is: the exact address, or the message itself when you report from the app;
• what is wrong and, for illegal content, why you think it is illegal (the law, if you know it);
• for photos, texts or a brand: which work or brand, and that you own it or act for its owner;
• your name and email, so we can tell you what we decided;
• your confirmation that you report in good faith and that the information is accurate and complete.

You don't have to give your name or email when you report a risk to someone's safety, including child sexual abuse: choose A risk to someone's safety. Without an email, we can't tell you the decision.

If someone's life or safety is in danger now, call 112 first.

What happens after a report

• Confirmation. You see the number of your report on the screen. If you gave an email, we also confirm by email.
• Review by a person. Someone from our team checks every report. We don't use automated tools to decide on content.
• Automated parts. Only two: a limit on how many reports can be sent from the same internet address in a short time, and a check that the address is a page of ours. Outside reports, the only automatic limit is the number of departures a new organizer can publish in the first days.
• The decision. We decide in good time, carefully and objectively. We may ask the organizer or you for more information.
• Telling you. If you gave an email, we send you the decision and its reasons.
• Your details. We use your name and email only to handle the report. The organizer doesn't see them.

What we can do

Depending on how serious the problem is, we can:

• ask the organizer to correct a page, when the problem can be fixed;
• hide a departure page: people who already have seats keep them, and the page takes no new requests while it is hidden;
• remove content, or make it visible to fewer people;
• limit features, such as publishing, messages or payments through Sivamo;
• suspend an account or an organizer profile for a period;
• close an account or an organizer profile;
• tell the authorities, when the law requires it or someone is in danger.

For an organizer, the Terms for organizers also apply: the reasons before or with the measure, and 30 days' notice before we end the terms, except in the cases they list.

When we act on your content, we tell you why

If we restrict your content or your account, we tell you by email, at the latest when the measure starts:

• what we did, to which content, and for how long;
• the facts, and whether we acted after a report or on our own;
• whether automated means were used;
• the law or the rule that was broken;
• how to contest the decision.

We don't send the reasons when the law forbids it, when we have no way to contact you, or for misleading commercial content sent in large amounts (spam).

How to contest a decision

If we acted on your content, or if you reported something and disagree with our decision, you can contest it within 6 months of the decision:

• reply to the email with the decision, or write to support@sivamo.app with the number of the report and why you disagree;
• it is free;
• the decision is looked at again by someone other than the person who took it, wherever our team allows, and never only by automated means;
• we tell you the result and the reasons. If we were wrong, we undo the decision, for example we show the page again.

Courts and authorities

Contesting with us is optional. You can go to court at any time. You can also complain to the Digital Services Coordinator of the EU country where you live or are established: the authority that checks that online platforms follow the Digital Services Act. It passes the complaint to the coordinator of Bulgaria where needed.

Repeated abuse

• If someone often posts content that is clearly illegal, we first warn them, then suspend the account for a reasonable period.
• If someone often sends reports that are clearly unfounded, we first warn them, then stop handling their reports for a reasonable period.
• We decide case by case: how many times and in what proportion, how serious it is and what it caused, and whether it was done on purpose.
• For the most serious cases, such as child sexual abuse or a threat to someone's life, we act at once, without a warning.

Orders and requests from authorities

When a court or an authority orders us to act against illegal content or to give information about someone, we confirm that we received the order, carry it out and tell the authority what we did. We tell the person concerned, unless the order forbids it.

When we learn of something that makes us suspect a crime that threatens someone's life or safety, we tell the police or the competent authorities at once.

Points of contact

Reports, contested decisions and questions about these rules: support@sivamo.app. The points of contact for authorities, the European Commission and users under the Digital Services Act: dsa@sivamo.app. The languages they use are on Legal notice.