This page explains how we handle reports and content, what actions we can take, and how you can ask us to look again. It applies together with the Community Guidelines and the Terms of Use.
1. How reports work
- Anyone can report a member, a message, a photo, a prayer request, a testimony or a group post with Report in the app. Reports are confidential; we never tell the reported person who reported them.
- Our moderators read the report and the evidence attached to it (for a conversation report, the messages needed to understand it; for a content report, a copy of the content as it was reported). People, not automated systems, decide whether an account is suspended or closed.
- We also review random samples of photos, and some content is checked by automated tools first (for example photos for explicit content or signs of a minor, and public text for phone numbers, links and handles). Automated checks can hide or hold content for a person to review, but they never ban an account on their own.
2. How quickly we act (our targets)
| What | Target |
|---|---|
| A child may be at risk, a possible minor, credible threats, sexual exploitation | Reviewed first, normally within 24 hours |
| Scams, harassment, impersonation, other reports | Within 3 business days |
| Prayer requests and testimonies waiting for review | Within 24 hours on business days |
| Messages to support, appeals, privacy and deletion requests | 5 business days at most (privacy requests: 30 days) |
These are targets, not guarantees, and may take longer at busy times. Where the law sets a different deadline, the law applies.
3. What we can do
- Decline a prayer request or testimony and say why (for example "contains contact details"), so you can edit and send it again.
- Remove or hide content.
- Warn a member, mute or limit features, suspend or close an account.
- For groups: group leaders can hide posts and mute or remove members of their own group; our moderators can act on any group; only senior staff can close a group.
- Report to the police or other authorities where the law requires it or where someone may be in danger.
We try to act in proportion. We keep a record of each moderation action, who took it and why.
4. What you are told
If we remove content or limit or close your account, we tell you in the app or by email what we did and the main reason, unless that would put someone at risk, would hinder an investigation, or the law forbids it. A decline of a prayer request or testimony shows the reason in the app.
5. How to appeal
- Email support@christiansingles.zeeckgroup.com within 30 days of our decision, from the email address on the account, with the subject "Appeal". Say what decision you want us to look at and why you think it was wrong. Add anything we may not have seen.
- Someone who was not involved in the first decision will review it.
- We reply within 5 business days with the result and the reasons. If we were wrong, we reverse the action and restore the content or account.
- For serious matters (such as child safety, threats or fraud) the original decision may stand while the appeal is reviewed.
If you are not satisfied, you can still use any right you have under the law where you live, including complaining to your consumer or data-protection authority or going to court. If you live in the EU, the Digital Services Act may give you rights to a statement of reasons and to an out-of-court dispute-settlement body; we will tell you how to use them when they apply to you.
6. Paid features and moderation
If we close an account or remove a member from a paid group for breaking the rules, the money paid for that access is not refunded. If we close a paid group ourselves, members receive a full refund. See the Refund and Cancellation Policy and the Paid Groups Terms.
7. Our transparency
Every administrative action (including approvals, removals, suspensions and changes to settings) is recorded in an audit log that cannot be edited. Moderator access is limited by role.