Content Moderation Policy

How We Moderate Content

Vivências uses a three-stage content moderation pipeline to ensure a safe and trustworthy platform for all users. Every piece of user-generated content passes through the following stages:

1. Automated Rules: Content is first screened by automated rules that detect prohibited patterns including attempts to share personal contact information outside the platform, profanity, spam, and known harmful content patterns. Content flagged at this stage is held for further review.
2. AI-Assisted Classification: Content that passes automated rules is analyzed by our AI system (powered by Anthropic Claude) which evaluates it against our content policies. The AI classifies content as safe, borderline, or potentially violating, and provides a confidence score and reasoning for its assessment.
3. Human Review: Content flagged by either automated rules or AI classification is reviewed by a trained human moderator who makes the final decision. All content removal decisions are made by human moderators, not by automated systems.

What Content Is Prohibited

The following types of content are not permitted on Vivências:

• Illegal goods, services, or activities: any content promoting or facilitating illegal activities under Portuguese or EU law
• Hate speech and discrimination: content that attacks individuals or groups based on protected characteristics including race, ethnicity, religion, gender, sexual orientation, disability, or nationality
• Harassment and threats: direct or indirect threats, bullying, intimidation, or persistent unwanted contact directed at other users
• Misleading listings: property or experience descriptions that are materially inaccurate, use deceptive photos, or misrepresent the services offered
• Spam and unsolicited advertising: repetitive, irrelevant, or commercially motivated content not related to the platform's purpose
• Dangerous content: content promoting dangerous activities, self-harm, or providing instructions for harmful acts
• Privacy violations: sharing personal data of third parties (such as names, addresses, phone numbers, or photos) without their explicit consent

What Happens When Content Is Reported

When a user reports content or our systems flag content for review, the following process is followed:

1. Report received: we acknowledge receipt of the report. If you submitted it via our reporting tool, you will receive confirmation.
2. Acknowledged within 24 hours: a member of our moderation team reviews the report and begins the assessment process within one business day.
3. Review and decision: the reported content is evaluated against our content policies. We assess the context, severity, and any relevant history.
4. Decision communicated: the reporting user and the content author are notified of the outcome with a clear explanation of the reasoning behind the decision.

How Decisions Are Made

Our moderation decisions are based on the following criteria:

• Compliance with our Terms of Service and this Content Moderation Policy
• Severity and context of the content, including whether it poses a risk to user safety
• The content author's history on the platform, including previous violations

Our AI system provides classification suggestions to moderators, including a confidence score and reasoning. However, AI is used as an assistive tool only -- it does not autonomously remove content or restrict user accounts.

Every decision that results in content removal, account restriction, or listing suspension is reviewed and confirmed by a human moderator. We guarantee human oversight for all moderation actions that affect user rights.

How to Appeal a Decision

If you believe a moderation decision was made in error, you have the right to appeal. The appeal process works as follows:

• Submit an appeal within 6 months of the moderation decision, explaining why you believe the decision was incorrect
• Your appeal will be reviewed by a different human moderator within 48 hours
• You will be notified of the outcome with a detailed explanation of the reasoning

To submit an appeal, use our appeal form: Appeal Form

Your Rights Under the Digital Services Act

As a user of Vivências, you have the following rights under the Digital Services Act (DSA):

• Report any content you believe violates the law or our terms using our in-platform reporting tools
• Appeal any moderation decision that affects your content or account
• Submit a formal complaint about moderation decisions through our electronic complaint form
• Contact the Digital Services Coordinator in your EU Member State
• Pursue out-of-court dispute resolution through a certified body