1. Purpose

This policy explains how we handle reports of misconduct and enforce our community guidelines. Our goal is to maintain a safe, trustworthy marketplace for everyone.

2. How to Report

There are several ways to report issues:

• Report Button: Click "Report" on any business, product, or review
• Report Form: Use our support and reporting form
• Email: reports@soulnet.co.za
• Trust & Safety Form: Detailed reporting for serious issues

When reporting, please provide:

• Clear description of the issue
• Specific evidence (links, screenshots)
• Your contact information (optional but helpful)

3. What to Report

Report these types of issues:

• Scam/Fraud: Fake businesses, deceptive practices, payment scams
• Abuse/Harassment: Offensive language, threats, discrimination
• Fake Listings: Businesses that don't exist or misrepresent themselves
• Unsafe Behavior: Dangerous products, illegal activities
• Spam: Repetitive content, unsolicited promotions
• Fake Reviews: Manipulated or fake reviews
• Copyright Infringement: Unauthorized use of content

4. Report Review Process

Initial Review (24-48 hours)

All reports are acknowledged and reviewed by our trust and safety team.

Investigation

We investigate reports by reviewing evidence, checking user history, and gathering additional information.

Decision

We determine appropriate action based on the severity and pattern of violations.

Notification

Both the reporter and the reported party are notified of the outcome when appropriate.

5. Enforcement Actions

We may take these actions for violations:

Level 1: Warning

• First-time minor violations
• Educational approach
• No permanent record

Level 2: Content Removal

• Inappropriate content deleted
• Warning placed on account
• Restrictions on certain features

Level 3: Feature Restrictions

• Cannot post new content
• Limited messaging
• Reviews disabled temporarily

Level 4: Account Suspension

• Temporary loss of access (7-30 days)
• May be lifted after compliance
• Multiple violations or serious issues

Level 5: Permanent Ban

• Permanent removal from platform
• Cannot create new accounts
• Reserved for severe violations

6. Appeal Process

If you believe a decision was made in error, you can appeal:

• Contact us within 14 days of the decision
• Provide additional evidence or context
• Wait for review (typically 5-7 business days)
• Final decision will be communicated

7. Consequences for Different Violations

Scams/Fraud

Immediate permanent ban. Reported to appropriate authorities when warranted.

Harassment

First offense: warning/suspension. Repeat offenses: permanent ban.

Fake Businesses

Immediate removal. First-time: temporary suspension with verification. Repeat: permanent ban.

Fake Reviews

Reviews removed. Business may face suspension. Repeat violations: permanent ban.

Spam

Content removed. First offense: warning. Repeat: feature restrictions or suspension.

8. Record Keeping

We maintain records of enforcement actions for:

• Pattern detection
• Repeat offender tracking
• Legal compliance
• Platform safety improvement

9. Transparency

We publish periodic trust and safety reports showing:

• Number of reports received
• Actions taken by category
• Trends in violations
• Improvements to our processes

10. Contact Us

For reporting issues or appeals, use the reporting form or email reports@soulnet.co.za.