Tell us. A person will look.

If someone is in immediate danger, call 999. playbakk does not watch your chats and cannot send help. Young people can talk to Childline (0800 1111, childline.org.uk); worries about sexual contact with a child can be reported to CEOP (ceop.police.uk).

• In the app: use Report on the chat, request, post, comment or live stream. It blocks the person for you, sends a report to us, and keeps a copy on your device that you can download. Messages are end-to-end encrypted, so we see their content only if you tick the box to send recent messages with your report.
• By email: anyone, with or without a playbakk account, can report content to hello@playbakk.com. Please include where the content is (the link, username, channel or post, and the date if you know it), why you think it is illegal or breaks our rules, and how we can reply.
• Do not send us images of child sexual abuse. Describe where the material is and we will act; you can also report it to the Internet Watch Foundation (report.iwf.org.uk).

• Receipt. The app confirms an in-app report straight away. We acknowledge email reports within 2 working days.
• Review. A person looks at every report. We aim to look at every report within 24 hours, and at reports about child sexual abuse or a risk to someone's life within 1 hour while our reviewer is awake (first thing in the morning otherwise). These are aims, not guarantees.
• Decision. We act where content is illegal or breaks our terms. We report child sexual abuse content to the National Crime Agency as the law requires, and may refer child-safety concerns to the police or CEOP.
• Your identity. We never tell the reported person who reported them.

Some steps happen automatically, before a person reviews them. Requests from people you have not allowed are checked against spam rules and may be placed in your Filtered folder, where you can see why and release them. Removing content, pausing sales on a paid group or closing an account is always a person's decision.

When a person on our team removes or restores a channel, post or comment of yours, or pauses sales on or takes down a paid group, the app shows you a notice saying what we did and when, that a person decided it, the rule in our terms or the law we relied on, and how to appeal. For other decisions, such as suspending or closing an account, email hello@playbakk.com and we will tell you what we did and why. We may give less detail, or delay telling you, where the law requires it or telling you would put someone at risk or harm an investigation.

You can complain to us about content you think is illegal or harmful, a decision about your content or account, how we apply our terms, or how we protect users.

• Email hello@playbakk.com within 30 days of being told about a decision, with your username and what you want us to look at.
• We acknowledge it within 2 working days.
• During the pilot, our founder reviews every appeal himself, looking at the whole record again rather than at the first decision, and replies with the outcome and reasons within 14 days.
• If we got it wrong, we undo what we did without delay.

If you are not satisfied, you can go to court. You can also tell Ofcom (ofcom.org.uk) about concerns with how an online service protects its users; Ofcom does not decide individual complaints.

• Your personal data: email privacy@playbakk.com. We answer within one month. You can also complain to the Information Commissioner's Office (ico.org.uk).
• Paid groups, refunds and payments: see the paid group terms. The creator is the seller; we help.
• Copyright and trade marks: email legal@playbakk.com with the work, where it appears on playbakk, and your authority to act.
• Security vulnerabilities: security@playbakk.com.

UIE Ltd, company number 17334450, 66 Paul Street, London, England, EC2A 4NA. Contact: hello@playbakk.com.