Complaints and illegal content notice procedure

• the Terms of Use,
• the Listing Publication and Moderation Rules,
• the Paid Services Terms,
• the Privacy Policy,
• the other platform documents.

1.1. This Procedure is intended to:

• give users and third parties a clear way to report breaches;
• ensure a lawful and consistent platform response to complaints;
• lay down basic rules for handling illegal content notices;
• define the measures the platform may take following review of a report.

1.2. LetFlat.net reviews complaints and notices within the limits of its resources, technical capabilities, internal procedures and applicable law.

Reports may be submitted to LetFlat.net in particular in the following situations:

• 2.1. Fraud.
• 2.2. Fake listings.
• 2.3. Unlawful subletting.
• 2.4. Discrimination.
• 2.5. Spam / duplicates / abuse of the platform.
• 2.6. Breach of platform rules.
• 2.7. Infringement of third-party rights.
• 2.8. Unlawful advertising.
• 2.9. Other unlawful or unacceptable content.

3.1. All complaints, reports and notices of breach should be sent to: rills@rills.top

3.2. At the current stage, LetFlat uses this address as a single channel for user complaints, notices of illegal content, rights infringement reports, appeals, moderation-related questions and abuse/security issues.

3.3. In the future, the platform may introduce separate channels or forms for different categories of reports.

In order for the platform to review a report more quickly and accurately, the reporting party is encouraged to provide:

• 4.1. a link to the listing, page, advertising material or other disputed content;
• 4.2. a description of what the reporting party considers to be the breach;
• 4.3. the category of breach where possible, such as fraud, fake listing, unlawful subletting, discrimination, spam, duplicate, third-party rights infringement, breach of law or breach of platform rules;
• 4.4. additional materials or evidence, where available;
• 4.5. the name and contact e-mail of the reporting party if they wish to receive feedback;
• 4.6. where the complaint is submitted on behalf of an owner, right holder or other affected person, information enabling reasonable identification of that status and the nature of the claim.

5.1. Complaints and notices must be submitted in good faith.

5.2. Knowingly false, defamatory, abusive or bad-faith reports are prohibited.

5.3. LetFlat.net may take into account the nature and history of reports when assessing abuse of the complaints process.

6.1. After receiving a report, the platform may:

• review the content of the message;
• check the disputed content;
• request additional materials;
• compare the report with the platform’s internal rules;
• assess whether there are signs of breach of law, third-party rights or platform documents.

6.2. Depending on the nature of the report, LetFlat may review it automatically, manually or using a combined process.

6.3. The platform is not required to disclose its internal moderation, anti-spam or anti-fraud algorithms where doing so would reduce the effectiveness of those protective mechanisms.

6.4. The platform provides a clear notice channel and responds to reports of illegal content within reasonable limits.

Following review, LetFlat may take one or more of the following measures:

• 7.1. leave the content unchanged;
• 7.2. request explanations from the publishing user;
• 7.3. require correction of the listing or other content;
• 7.4. temporarily hide the listing, advertisement or other material;
• 7.5. limit visibility of the content;
• 7.6. remove the content;
• 7.7. restrict certain account functions;
• 7.8. temporarily suspend the account;
• 7.9. permanently block the account.

8.1. If the breach appears manifest, serious or likely to create a risk for users, the platform or third parties, LetFlat may take urgent measures without prior notice to the user.

8.2. Such measures may apply in particular in cases of:

• manifest fraud;
• manifest fake listings;
• discriminatory listings;
• serious infringement of third-party rights;
• malicious content;
• obvious spam;
• advertising from a prohibited category;
• other clearly unlawful content.

9.1. Where a complaint concerns unlawful subletting, lack of a right to publish a listing or infringement of owner rights, the platform may request additional materials supporting the complaint.

9.2. If sufficiently convincing materials are provided, the platform may hide or remove the listing without waiting for the underlying dispute to be resolved between the parties.

9.3. LetFlat is not a court or arbitrator of disputes over rights in a property, but it may take protective measures to reduce the risk of unlawful conduct or infringement of third-party rights.

10.1. Complaints about advertising materials may also be sent to rills@rills.top.

10.2. If an advertising material breaches the law, belongs to a prohibited category, misleads users, infringes third-party rights or creates a reputational risk for the platform, LetFlat may immediately limit or stop its display.

11.1. For the purposes of this document, illegal content means any material which, in the opinion of the reporting party, breaches applicable law.

11.2. The platform may assess such a notice with regard to the content of the report, the nature of the disputed content, the supporting materials provided, the applicable law and the risk to users, the platform and third parties.

11.3. Where there are sufficient grounds, the platform may restrict access to the disputed content, remove it or take other measures.

12.1. LetFlat may, but is not obliged to, provide detailed individual feedback for every report.

12.2. If the reporting party provided contact details, the platform may inform them that the report has been received and/or reviewed to the extent considered reasonable and lawful, taking into account confidentiality and the rights of others.

12.3. The platform may refrain from disclosing personal data of another user, internal review methods or other sensitive information.

13.1. A user whose listing, advertisement, content or account has been restricted, hidden or removed may contact support at: rills@rills.top

13.2. Such contact is treated as a request for review / an appeal.

13.3. Filing an appeal does not automatically restore the listing, advertisement, content or account.

13.4. After further review, the platform may maintain, amend or revoke its decision.

14.1. LetFlat seeks not to retain user data longer than necessary.

14.2. However, information relating to complaints, notices of breach, moderation and appeals may be temporarily retained to the extent necessary for review of the report, protection of the platform’s rights, compliance with law, prevention of repeated abuse and dispute resolution.

14.3. The scope and retention period of such information are determined with regard to the data minimisation principle and objective necessity.

15.1. LetFlat reviews complaints and notices in good faith but does not guarantee:

• immediate detection of all breaches;
• removal of all disputed content in every situation;
• absolute accuracy of all moderation decisions;
• the absence of mistakes in the assessment of a complaint.

15.2. The fact that a specific content item is not removed or restricted does not mean that the platform confirms its lawfulness, accuracy or safety.

15.3. The platform is not responsible for complaints, reports or materials submitted by users or third parties unless the law provides otherwise.

16.1. LetFlat may transfer information, documents and materials to competent authorities where such transfer is required by law, made pursuant to a lawful request or objectively necessary for the protection of the rights of the platform, users or third parties.

16.2. The platform may also take any measures it considers necessary to comply with the law and governmental requirements.

17.1. LetFlat may amend this Complaints and Illegal Content Notice Procedure.

17.2. The current version is published on the platform and applies from the date of publication unless otherwise stated.

For any question relating to complaints, appeals, illegal content notices and breaches, please contact:

• RILLS OÜ
• E-mail: rills@rills.top