Content Moderation

1. Scope & Application

This Content Moderation Policy applies to all user-generated content on Cyclesite, including:

• Listing descriptions, titles, and photos
• User profile information and display names
• Messages sent through our messaging system
• Reviews and feedback
• Comments and Q&A on listings
• Any other content submitted by users

This policy applies to all users regardless of account type (private seller, trade seller, buyer, or browser).

2. Prohibited Content Categories

2.1 Priority Illegal Content (Zero Tolerance)

Content that is immediately removed and may be reported to law enforcement:

2.2 Harmful Content

• Hate speech - Content attacking protected characteristics (race, religion, sexuality, disability, etc.)
• Harassment & bullying - Targeted abuse, threats, or intimidation
• Violence - Threats or glorification of violence
• Self-harm promotion - Content encouraging self-harm or suicide
• Dangerous misinformation - False safety claims about products

2.3 Platform-Specific Prohibited Content

• Counterfeit goods - Fake branded bikes, frames, or components
• Misrepresentation - False descriptions, fake photos, or misleading claims
• Spam - Unsolicited commercial messages, duplicate listings
• Contact harvesting - Collecting user data for external purposes
• Trade sellers posing as private - Deceptive trading practices
• Price manipulation - Shill bidding, fake bids, or price fixing
• Non-bicycle items - Items unrelated to cycling

3. How We Moderate Content

3.1 Proactive Moderation

We use a combination of automated and human review:

• Automated filters - Keyword matching, image recognition, and pattern detection
• Stolen bike database checks - All frame numbers checked against UK stolen-bike databases
• New listing review - High-risk categories receive manual review before publication
• Account monitoring - New accounts and high-volume sellers receive enhanced scrutiny

3.2 Reactive Moderation

• User reports - Content flagged by community members
• Law enforcement requests - Court orders, warrants, and legal demands
• Rights holder complaints - IP infringement takedown requests
• Platform sweeps - Periodic reviews of categories and accounts

3.3 Human Review

Our moderation team operates during UK business hours (Monday-Friday, 9am-6pm). Critical reports (priority illegal content) are escalated immediately. All moderation decisions are made by trained human reviewers applying consistent criteria.

4. How to Report Content

4.1 Reporting Mechanisms

You can report problematic content through:

• "Report" button - Available on every listing, message, and user profile
• Email - support@cyclesite.co.uk
• Contact form - Report Content Form

4.2 What to Include in Reports

• URL or link to the content
• Description of the issue
• Category of violation (if known)
• Any supporting evidence (screenshots, documentation)
• Your contact details (optional, but helpful for follow-up)

4.3 Reporting Stolen Bikes

If you believe a listing is for a stolen bicycle:

1. Use the "Report Stolen" button on the listing
2. Provide the frame number, police crime reference (if available), and any ownership proof
3. We will immediately suspend the listing pending investigation
4. We will cooperate with police enquiries

5. Response Timeframes

We aim to action reports within the following timeframes:

Note: These are targets during UK business hours. Weekend and bank holiday reports may take longer. Priority illegal content is escalated 24/7.

6. Enforcement Actions

Depending on the severity and nature of the violation, we may take the following actions:

6.1 Content-Level Actions

• Warning - Content flagged for review; user notified to correct
• Editing - Problematic portions removed (e.g., contact details, prohibited claims)
• Removal - Content deleted from platform entirely
• Demotion - Content remains but hidden from search results

6.2 Account-Level Actions

• Warning - Written notice of policy violation
• Temporary restriction - Limits on posting, messaging, or bidding
• Temporary suspension - Account access blocked for defined period (7-90 days)
• Permanent ban - Account terminated; user prohibited from creating new accounts

6.3 Escalation to Authorities

We will report to relevant authorities when required or appropriate:

• NCA/IWF - Child sexual abuse material
• Counter Terrorism Policing - Terrorism content
• Police - Stolen goods, fraud, threats of violence
• Trading Standards - Consumer protection violations
• Ofcom - OSA compliance matters (if required)

7. Appeals Process

If you believe a moderation decision was made in error, you have the right to appeal.

7.1 How to Appeal

1. Email support@cyclesite.co.uk with subject "Moderation Appeal"
2. Include: Your account details, content/listing affected, reason for appeal, any supporting evidence
3. Submit within 30 days of the moderation action

7.2 Appeal Review

• Appeals are reviewed by a senior moderator not involved in the original decision
• We aim to respond to appeals within 10 working days
• You will receive a written decision with reasoning
• Appeal decisions are final

7.3 What Cannot Be Appealed

• Removal of confirmed stolen goods
• Priority illegal content (CSAM, terrorism)
• Content removed pursuant to court order or legal requirement
• Repeat offender account terminations

8. User Rights & Protections

8.1 Freedom of Expression

We respect users' rights to freedom of expression under Article 10 ECHR. We only restrict content that:

• Is illegal under UK law
• Violates our published policies
• Causes material harm to users or third parties

8.2 Transparency

When we remove content or restrict accounts, we will:

• Notify you of the action taken (unless prohibited by law or safety concerns)
• Explain which policy was violated
• Provide information on how to appeal

8.3 Non-Discrimination

Moderation decisions are made based on content and conduct, not:

• Political views or opinions
• Religious beliefs
• User demographics
• Account age or transaction volume (except for fraud signals)

9. Record Keeping & Data Retention

For compliance and legal purposes, we retain:

• Moderation decisions - 3 years from date of decision
• Removed content - 90 days (except where law enforcement requests preservation)
• User reports - 2 years from report date
• Appeals and outcomes - 3 years

This data is handled in accordance with our Privacy Policy and UK GDPR.

10. Cooperation with Authorities

Cyclesite cooperates with law enforcement and regulatory bodies:

• We respond to valid legal process (court orders, warrants, production orders)
• We proactively report CSAM to NCA and IWF
• We respond to police enquiries about stolen bicycles
• We comply with Ofcom directions under the Online Safety Act

Law enforcement requests should be directed to support@cyclesite.co.uk with official identification and documentation.

11. Updates to This Policy

We may update this Content Moderation Policy to reflect:

• Changes to UK law (including Ofcom Codes of Practice)
• Platform feature changes
• Emerging harms or abuse patterns
• User feedback and concerns

Material changes will be communicated via email to registered users and/or platform notice. Continued use after changes constitutes acceptance.

12. Contact Information

Content Moderation Team

Email: support@cyclesite.co.uk

For urgent matters (priority illegal content), please mark your email as HIGH PRIORITY.