C06 — Content Moderation and Appeals Policy
| Field | Value |
| Document ID | C06 |
| Version | 0.1.0 |
| Status | Draft for UK legal review |
| Classification | Public |
| Document owner | Legal / Compliance |
| Effective date | [Effective Date] |
| Review date | [Effective Date] + 12 months |
| Related documents | B01; C03; C04; C05; C01 |
Xila Ltd — Content Moderation and Appeals Policy
Version 0.1.0 — Draft for UK legal review
Effective date: [Effective Date]
This Policy explains how Xila Ltd ("Xila", "we", "us", "our") moderates Content and Accounts on the Platform, what actions we may take, how we notify Users, and how you can appeal our decisions.
It should be read with our [Terms of Service (B01)](/legal/terms), [Acceptable Use Policy (C03)](C03-acceptable-use-policy.md), [Community Standards (C04)](C04-community-standards.md), and [Online Safety and Content Reporting Policy (C05)](C05-online-safety-and-content-reporting-policy.md).
Contact: support@xila.com · safety@xila.com (may redirect to support@xila.com until live)
1. Purpose
Moderation protects Users, complies with law, and enforces our Terms and policies. We aim to act proportionately, consistently and transparently, while recognising that context matters and errors can occur.
This Policy does not require Xila to monitor all User activity or private communications. Many enforcement actions begin with user reports, automated signals, or legal/process requirements, as described in our [Privacy Policy (C01)](/legal/privacy) and C05.
2. What we may moderate
We may review and take action on:
- posts, comments, media and other public or semi-public Content;
- profiles, usernames, bios and business pages;
- marketplace, rental and recruitment Listings;
- reviews and ratings;
- event pages and communications metadata;
- reports of harmful messages or calls (we do not represent that all private messages are monitored);
- AI-generated or AI-assisted Content shared on the Platform;
- Account behaviour patterns (spam, fraud, evasion).
We may moderate Content whether reported by Users, identified through automated systems, discovered through investigations, or brought to our attention by authorities.
3. Actions we may take
Depending on severity, risk, and history, we may take one or more of the following measures:
| Action | Description |
| No action | Content stays up; report closed |
| Label or warning | Add context label, sensitive content warning, or policy reminder |
| Demotion or restriction | Reduce distribution, disable comments, limit who can view or reply |
| Content removal | Remove specific Content or parts of Content |
| Feature restrictions | Limit posting, messaging, live features, listings, payouts, or AI tools |
| Temporary suspension | Time-limited loss of access to some or all features |
| Permanent suspension | Ongoing loss of access; may include ban evasion monitoring |
| Account termination | Closure of Account with consequences for associated Assets |
| Withholding or delaying payouts | Where permitted by payment terms, fraud controls or law |
| Legal or referral action | Preserve evidence; report to authorities for serious illegal content |
We may take immediate action without prior notice where reasonably necessary to address serious harm, legal obligations, or security risks.
4. How we make decisions
Moderation decisions are based on:
- our Terms and policies (C03, C04, feature terms);
- applicable law, including illegal content duties under the OSA where relevant;
- context (intent, targeting, public interest, satire, educational value);
- prior warnings and pattern of behaviour;
- information available at the time of review.
Automated systems may flag Content or Accounts. Significant sanctions (for example, suspension or termination) are generally subject to human review, except where urgent removal is required for serious illegal content or security threats.
We do not guarantee the same outcome in every superficially similar case. We strive for fair and non-discriminatory application of our rules.
5. Notice
Where appropriate and lawful, we will notify affected Users of enforcement actions through:
- in-Platform notifications;
- email to the Account address;
- messages within the relevant feature (for example, listing dashboard).
Notices typically include, where permitted:
- a summary of what action we took;
- the policy or legal basis in general terms;
- whether the action is temporary or permanent;
- how to appeal (section 7).
We may withhold specific details where disclosure could:
- endanger safety;
- prejudice law enforcement;
- enable evasion of enforcement;
- violate another person's privacy or legal rights.
If your Account is suspended or terminated, you may lose access to appeal through the Account. You may still appeal by email as described below.
6. Repeat offences and evasion
Repeated violations, severe single violations, or attempts to evade enforcement (new Accounts, re-uploads, obfuscation) may lead to escalating actions up to permanent termination.
We may block identifiers, payment instruments or devices associated with severe abuse where permitted by law and our fraud controls.
7. Appeals process
If you believe we made a mistake, you may appeal.
7.1 What you can appeal
You may appeal:
- Content removal or restriction;
- feature limits;
- suspension or termination;
- denial of reinstatement.
You may not use appeals to harass staff or reopen clearly illegal conduct (for example, CSAM, terrorism content).
7.2 How to submit an appeal
In-Platform: use the Appeal option on the enforcement notice where available.
By email: support@xila.com with subject line "Moderation Appeal" and include:
- your username and email;
- the enforcement notice reference or date;
- the Content or feature affected;
- why you believe the decision was incorrect;
- any additional context or evidence.
Appeals must normally be submitted within 30 days of the action, unless a longer period is required by law.
7.3 What we do on appeal
A different reviewer or team member will reassess the decision using the original evidence, your appeal statement, and our policies.
We may:
- uphold the action;
- overturn the action and restore Content or access;
- modify the action (for example, reduce suspension length);
- request more information before deciding.
7.4 Timelines (good-faith aims)
We aim to:
- acknowledge appeals within 5 business days;
- provide a substantive outcome within 20 business days for standard appeals;
- prioritise appeals relating to Account termination or serious disputed illegal-content findings where feasible.
Complex cases (law enforcement holds, multi-Account fraud rings) may take longer. We will inform you if we need more time.
7.5 Final decisions
Appeal outcomes are generally final for Platform enforcement purposes, without prejudice to your legal rights or complaints to regulators.
Further appeals may be available only where we introduce a supervisory review tier for exceptional cases or where required by future regulation.
8. Complaints about moderation
If you are dissatisfied with our moderation or appeal handling:
1. Contact support@xila.com with details.
2. See our Complaints Policy for escalations.
3. UK Users may have rights to complain to relevant regulators depending on the issue (for example, ICO for data protection, Ofcom for certain online safety matters where applicable).
This does not limit your right to pursue court remedies where available.
9. Reporter outcomes
Users who report Content may not receive detailed feedback about another User's penalties due to privacy constraints. We appreciate good-faith reports and may take action even if reporters are not notified of specifics.
Malicious or abusive reporting may itself result in enforcement.
10. Business Accounts and teams
For Business Accounts, enforcement may apply to the Account, specific Authorised Users, or specific Listings. Account owners are responsible for Authorised Users' compliance and for managing appeals at the organisation level.
11. AI-related moderation
We may restrict AI features or remove AI-generated outputs that violate our policies, including synthetic media used to deceive, spam, or harass.
Using AI to generate prohibited Content at scale may result in severe sanctions.
12. Records and transparency
We keep records of enforcement and appeals as required for legal compliance, quality assurance and regulatory duties. Retention periods are limited and aligned with our [Privacy Policy (C01)](/legal/privacy).
We may publish aggregated transparency statistics about moderation volumes where appropriate.
13. Changes
We may update this Policy to reflect legal, regulatory or operational changes. Material updates will be notified as described in the Terms.
14. Contact
Appeals and support: support@xila.com
Safety reports: safety@xila.com (may redirect to support@xila.com until live)
Post: Xila Ltd, Suite E, Ground Floor, Profile West, 950 Great West Road, Brentford, United Kingdom TW8 9ES
Change history
| Version | Date | Summary |
| 0.1.0 | 2026-07-15 | Initial Content Moderation and Appeals Policy draft for UK legal review |