Content Disputes

This page explains how to report the Content of an opened Capsule on AenVault, what happens after a Report is made, and how Reports and responses are handled. It is written both for people who make a Report and for Capsule Owners whose Capsule has been reported.

1. About This Page

1.1. What this page covers. This page covers Reports about the Content of Capsules whose Collection has opened: who can make a Report and how, what happens to a reported Capsule, how each topic is handled, how a Capsule Owner can respond to a Report about a rights violation, and the possible outcomes of a Report.

1.2. Relationship with the Terms of Service. This page explains in more detail the Report process set out in the Terms of Service. Words such as "Capsule", "Capsule Owner", "Content", "Collection", "Display Period", "Archive", "Writing Window", "primary email address", "Message Rules", "Report" and "Legal Deletion Request" have the meanings given in the Terms of Service. "AenVault", "we" and "us" mean the operator named on the Platform's Legal Notice page. If anything on this page appears to differ from the Terms of Service, the Terms of Service apply.

1.3. A precaution, not a finding. Hiding a reported Capsule is a precaution. Notices and messages about hiding or removing Content refer to a possible breach of the Message Rules. They do not state that a breach has occurred.

1.4. Separate processes. A Report concerns the Content of a Capsule. A payment dispute (chargeback), a Legal Deletion Request and the deletion of a Capsule or an account by its owner are separate processes. The outcome of one does not decide the outcome of another.

1.5. Mandatory rights. Nothing on this page limits any right you have under applicable law that cannot be waived or limited by contract. In particular, nothing on this page prevents anyone from bringing proceedings before a court or contacting a competent authority.

2. Making a Report

2.1. When a Capsule can be reported. A Capsule can be reported once its Collection has opened and its Content is shown publicly, in the Display Period or in the Archive. To make a Report, use the report button in a corner of the message on the Capsule's page. A Capsule that has not yet opened cannot be reported, because its Content is not shown to anyone. A Capsule that is hidden cannot be reported again.

2.2. No account needed. Anyone can make a Report. You do not need an account.

2.3. Topics. Every Report is made under one of the following topics. The topic decides whether you need to verify your email address and whether the Capsule is hidden while the Report is handled.

2.4. Email verification. For a Report about a rights violation and a Report under "Other", you verify your email address by entering a one-time code that we send to it. The Report is not submitted until your email address has been verified. Reports under the other topics can be made without giving an email address.

2.5. What the form asks for. Depending on the topic, the form asks for further information, a description or supporting details. Not every topic asks for them. Sections 4 to 7 explain what each topic requires.

2.6. Reference number. When you submit a Report, you receive a reference number on screen. If you verified your email address, we also send a confirmation with the reference number to that address, and we may contact you there about your Report.

2.7. Accurate information and good faith. If you make a Report, you must provide accurate information and act in good faith. There is no separate procedure for withdrawing a Report once it has been submitted.

2.8. Automated check on the form. The report form uses an automated check that distinguishes people from automated programs.

3. What Happens When a Report Is Made

3.1. The Capsule is hidden. When a Report is made under any topic other than "Other", the whole Capsule, including its message text and photograph, is hidden. It is not deleted automatically. A Report under "Other" does not hide the Capsule (Section 7).

3.2. What hiding means. While a Capsule is hidden:

• it is not displayed in the Display Period or in the Archive, and its page shows that the content is currently unavailable;
• it cannot be reported again;
• the fixed dates of its Collection do not change, and the Display Period is not paused or extended for it; and
• hiding does not by itself give rise to a refund or any other adjustment.

If the Capsule is shown again, it continues through the Collection lifecycle according to the Collection's fixed dates, from the stage the Collection has reached at that time.

3.3. Only the Capsule concerned. A Report affects only the Capsule concerned. It does not affect the Capsule Owner's other Capsules or account.

3.4. Order of review. Reports about child safety, violence and threats, and self-harm are reviewed first. Reports under other topics are reviewed after them.

3.5. Decisions are made by people. Automated systems, including artificial intelligence, do not decide the outcome of a Report. Reports are decided by a human administrator under the Terms of Service and applicable law, except that a claim of rights is decided by the courts, as described in Section 5. A review by an administrator is a check made under the Message Rules. It is not a certification that Content is lawful or free of third-party rights.

3.6. Hiding by an administrator. An administrator may also hide a Capsule on AenVault's own initiative, without a Report.

4. Personal Information or Photo

4.1. When to use this topic. Use this topic if the Content of a Capsule contains personal information, a first name together with a surname, or a photograph that may show someone under 18. The Message Rules explain what each of these rules covers.

4.2. How to report. You do not need to give an email address. The form asks only whether the problem is in the text or in the photograph. The Capsule is hidden, and an administrator reviews the hidden Content.

4.3. If the problem is in the text. If the Content breaches the Message Rules, the Capsule is permanently removed. If it does not, the Capsule is shown again.

4.4. If the problem is in the photograph.

• If the person shown is clearly an adult, the Capsule is shown again.
• If the person's age cannot be determined, or the person appears to be young, only the photograph is permanently removed, and the message text is shown again. This is the only case in which part of a Capsule is removed and the rest remains.

4.5. After the decision. There is no separate response or appeal procedure for this topic. No refund is made when a Capsule or a photograph is removed. If only the photograph is removed, the Capsule Owner is informed by email and receives the discount code described in Section 9.5.

5. Rights Violations

5.1. AenVault does not decide. AenVault does not act as a judge between a person who claims that Content infringes their rights and the Capsule Owner. Whether a right has been infringed is for the courts to decide. AenVault follows the time limits, the form of the documents and the records of the process described in this Section.

5.2. What this topic covers. This topic covers claims that Content infringes copyright, a trademark or another legal right. The procedure is the same for all three.

5.3. Who can report. A Report about a rights violation can be made by the holder of the right or by a representative authorised to act on their behalf.

5.4. The report form. The form for a rights violation is a separate page. It asks for:

• your name or your company's name;
• whether you are the rights holder or an authorised representative;
• your email address, which you verify with a one-time code; and
• a description of your claim.

The Capsule number is filled in automatically. Files cannot be uploaded. If you want to refer to supporting material, include links and explanations in your description. The form also contains two required confirmations: that the information you provide is accurate and that you are acting in good faith, and that you agree that your name (or your company's name) and your Report will be shared with the Capsule Owner.

5.5. What to include. The form gives guidance for each kind of right:

• Copyright: describe the work, where it was published (a link is fine) and why the Capsule uses it without permission.
• Trademark: include the registration number, the country or registry, the class, a link to the registration if you have one, and how the mark is used.
• Other rights: describe the right you believe is violated and where it appears in the Capsule. Do not write the secret or confidential information itself.

Do not include personal contact details in your description.

5.6. Notification to the Capsule Owner. The Capsule is hidden, and the Capsule Owner is notified at the primary email address of their account. The Capsule Owner is shown the name of the reporter (or the reporter's company) and the basis of the claim. The reporter's email address, postal address and documents are not shown. A response page for the Report opens in the Capsule Owner's dashboard.

5.7. The response period. The Capsule Owner can submit a response within 15 days of the notification. The response period is fixed: it is not paused or extended. The response page shows the time left and a reminder that the page will close. A response consists of a written text and a declaration. Once submitted, the response is closed and cannot be changed. When the 15 days end, the response page closes, and text that has been written but not submitted is not sent.

5.8. If no response is submitted. If no response is submitted within the response period, the Capsule stays hidden and is permanently removed one year later. The reporter is informed that no response was received.

5.9. If a response is submitted. If a response is submitted, the reporter is asked to provide proof, within 15 days of the response being submitted, that they have started court proceedings. The proof consists of the court, the case number and the date.

• If the proof is provided within the 15 days, the Capsule stays hidden while the court proceedings continue.
• If no proof is provided within the 15 days, the Capsule is shown again at the end of that period.
• If proof is provided later, the Capsule is hidden once more.

5.10. The court's decision. The party that succeeds in the court proceedings sends the court's decision to AenVault. Until a decision is sent, the Capsule stays hidden. When it is sent, the Capsule is shown again or removed according to the decision.

5.11. When a Capsule is permanently removed. Under this Section, a Capsule is permanently removed only in one of the following cases:

1. no response was submitted within the response period, and one year has passed;
2. a court has decided that the Content infringes the right; or
3. the Capsule Owner accepts the claim.

5.12. Before permanent removal. Where a Capsule is to be permanently removed under this Section, the Capsule Owner is notified 15 days in advance. During those 15 days, the Capsule Owner can download a backup copy of the message and photograph from a page that only they can use. When the 15 days end, the Content is permanently deleted. Deleted Content cannot be restored and can no longer be provided to anyone, including a court.

5.13. No refund. No refund is made when a Capsule is removed under this Section, including after a year without a response, after a court decision or after the Capsule Owner accepts the claim, except where the removal resulted from an error made by AenVault (Section 9.4).

5.14. Other ways of raising a rights claim. Section 14 explains how notarised notices and orders of courts and public authorities are handled.

6. Harassment, Hate or Violence; Sexual Content or Child Safety; Self-Harm; Spam, Fraud or Illegal Content

6.1. How to report. You do not need to give an email address. The Capsule is hidden, and an administrator reviews the Content. Reports about sexual content or child safety are reviewed by an administrator in person.

6.2. Decision. If the Content breaches the Message Rules, the Capsule is permanently removed. If it does not, the Capsule is shown again.

6.3. After the decision. There is no separate response or appeal procedure for these topics, and no refund is made when a Capsule is removed.

6.4. Not an emergency service. A Report is not a way to reach emergency help. If someone is in immediate danger, contact local emergency services.

7. Other

7.1. How to report. For a Report under "Other", you verify your email address and describe the problem. Both are required.

7.2. No automatic hiding. A Report under "Other" does not hide the Capsule. An administrator reviews the Report first and may hide the Capsule.

7.3. Decision. If the Content breaches the Message Rules, the Capsule is permanently removed. If it does not, the Capsule stays visible or, if it has been hidden, is shown again. There is no separate response or appeal procedure for this topic, and no refund is made when a Capsule is removed.

7.4. Claims of rights. If your Report concerns a claim that Content infringes your rights, you are directed to the procedure for rights violations (Section 5).

8. Repeated Reports and Protection Against Abuse

8.1. One Report for each reason. The same source can report the same Capsule for the same reason only once.

8.2. Repeated Reports after a review. When an administrator has reviewed a Capsule and shown it again, it becomes harder for new Reports for the same reason to hide it. After the Capsule has been reviewed and shown again several times, new Reports for the same reason are not acted on. This applies to each reason separately.

8.3. Limits on the number of Reports. The number of Reports that can be sent from the same source is limited. If a source sends Reports about many different Capsules in a short time, its further Reports may be recorded without hiding the Capsules concerned.

8.4. Unjustified Reports. A Report is treated as unjustified if an administrator reviews it and shows the Capsule again or, for a Report under "Other", finds no breach. A source that makes several unjustified Reports may be temporarily prevented from making further Reports.

8.5. Rights violations. Sections 8.2 and 8.4 do not apply to Reports about a rights violation.

9. Outcomes

9.1. Permanent removal. When a Capsule is permanently removed following a Report, its message text and photograph are permanently deleted and cannot be restored. The Capsule number is kept and is never assigned to another Capsule. Content that was public before it was removed may already have been copied by others, and AenVault cannot prevent this.

9.2. What visitors see. The page of a hidden or removed Capsule does not show its Content.

• While a Capsule is hidden, its page shows that the content is currently unavailable.
• If a Capsule is removed after a review under the Message Rules, its page shows that the content has been removed due to a possible rule violation.
• If only the photograph is removed, a notice in its place shows that the photograph has been removed due to a possible rule violation.
• If a Capsule is removed at the end of the procedure for rights violations, its page shows that the content has been removed.

None of these notices states that a breach has occurred or gives the reason for the removal.

9.3. Notice to the Capsule Owner. If a Capsule or its photograph is removed, the Capsule Owner is informed at the primary email address of their account. If the account has been deleted, no notifications are sent.

9.4. Refunds. No refund is made when a Capsule is removed following a Report, whatever the topic of the Report. If a removal resulted from an error made by AenVault, the payment is refunded. The Refund Policy sets out how refunds are made.

9.5. Discount code after removal of a photograph. If only the photograph of a Capsule is removed (Section 4.4), no refund is made, either in full or in part, including the difference between the price of a Premium Capsule and the price of a Classic Capsule. Instead, the Capsule Owner receives a one-time code for 50% off the purchase of a Classic Capsule or a Premium Capsule. The code:

• is linked to the Capsule Owner's email address;
• can be used only once;
• is not transferable and has no cash value;
• has no expiry date, but can be used only while a Writing Window is open, because Capsules can be purchased only then; and
• is entered by the Capsule Owner at checkout.

10. If You Made a Report

• You receive a reference number when you submit your Report. If you verified your email address, you also receive it by email.
• Your email address is not shared with the Capsule Owner. In a Report about a rights violation, your name (or your company's name) and your Report are shared with the Capsule Owner, as you confirm on the form.
• You are not given the Capsule Owner's email address or account details.
• In a Report about a rights violation, we email you when a response has been submitted or the response period has ended. If a response has been submitted, the email gives you the deadline and a link for sending proof of court proceedings. When court proceedings have started, you can send us the court's decision through the link we provide.
• A Report cannot be withdrawn through a separate procedure once it has been submitted.

11. If Your Capsule Was Reported

• Hiding is a precaution. It affects only the Capsule concerned, not your other Capsules or your account.
• For a Report about a rights violation, you are notified at your primary email address and can respond through the response page in your dashboard within 15 days of the notification (Section 5.7). Keep your email address up to date: if your account has been deleted, no notifications are sent to you, and you cannot use the response page, because it is in your dashboard.
• For Reports under the other topics, an administrator decides, and there is no separate response or appeal procedure. If your Capsule or its photograph is removed, you are informed by email.
• Before a Capsule is permanently removed under the procedure for rights violations, you are notified 15 days in advance and can download a backup copy of your message and photograph during that time (Section 5.12).
• While a Report about your Capsule is being handled, or while your Capsule is subject to an official order or request, the deletion of that Capsule and the deletion of your account wait, and they take place once that process has ended.
• If you believe a decision about your Content is wrong, see Section 13.

12. Records

When a Capsule is removed following a Report, its Content is deleted, but the records of the Report, of any response and of the decision are kept. The Privacy Policy explains what these records contain, how long they are kept and how the information used to apply the limits in Section 8 is handled.

13. Questions About a Decision

If you believe a decision about a Report is wrong, you can contact us using the details on the Legal Notice page. Where applicable law requires AenVault to give you a statement of reasons or other information about a decision concerning Content, AenVault provides it. This does not limit any right you have under applicable law, including the right to bring proceedings before a court and rights relating to automated decision-making under data protection law.

14. Other Routes

14.1. Legal Deletion Requests. A Capsule Owner who wants their own Capsule permanently deleted under data protection law can make a Legal Deletion Request through the Legal Deletion Request page. This is separate from the Report process.

14.2. Orders of courts and public authorities. A Capsule is removed where a lawful order from a competent court, prosecutor, law enforcement body or similar public authority, or another mandatory legal requirement, applies. While such a request or proceedings concerning a Capsule are pending, the Capsule is not permanently deleted. Orders and requests can be sent using the contact details on the Legal Notice page.

14.3. Notarised notices. A notarised notice of rights ownership or copyright infringement can be sent using the contact details on the Legal Notice page. It is not an order of a court or public authority and does not by itself require removal. It is assessed by a human administrator and may lead to removal only if the administrator decides after review that removal is justified.

14.4. Payment disputes. Payment disputes and refunds are explained in the Refund Policy.