How reports are handled
This page explains how anyone can tell us about a problem, and how we decide what to do. It follows the EU Digital Services Act.
How to report
- In the app: tap Report on a post, comment, photo, profile, tip or suggestion, and pick a reason: spam, offensive or harassing, false or dangerous information, my photo or my personal details, copyright, or illegal content.
- By email: hola@cragfolk.com, in English or Spanish. You don't need an account. Include a link or a description of the content, why you think it's a problem, and your name and email (unless you're reporting child sexual abuse material, where you can stay anonymous).
- Authorities can contact us at the same address.
What happens next
- We confirm that we've received your report.
- If three different climbers report the same content, it's hidden automatically until we've looked at it.
- A person reviews every report. We aim to act within 24 hours on threats, content involving minors, or someone's personal details, and within 7 days on everything else.
- We decide whether the content breaks the law, our Terms of use or our Community rules.
Our decision
- The person who reported is told what we decided.
- The person whose content we acted on is told what we did (hidden, removed, feature limited, account suspended or closed), why, which rule it was based on, and whether it came from a report or our own checks.
- Disagreeing: either person can reply to our message within 6 months, and someone will look at it again. You can also go to the courts.
Steps we take
| How serious | Example | What we do |
|---|---|---|
| Minor | Off-topic post, grade argument getting rude | Remove the content, friendly note |
| Clear break of the rules | Copied guidebook text, an insult, spam | Remove and warn |
| Repeated after a warning | A second warning in 6 months | 7-day suspension |
| Serious or keeps happening | Harassment, threats, sexual content, sharing someone's location, a third suspension | Account closed |
We may stop handling reports from people who often send reports that are clearly unfounded, after warning them.
Danger to life
If content suggests that someone's life or safety is at risk, or that a serious crime is planned, we tell the police straight away.
Records
We keep reports and decisions for 6 months after the decision, then delete them, unless they're needed for an ongoing legal case.