Moderation and Appeals

This policy explains what happens when content or an account on 24 Frames breaks our rules. Today our moderators can remove a title. Beyond that, our staff apply a ladder of consequences by hand: a warning, removal, a temporary restriction, then closure of a channel or account. We are honest about what we can tell you today and about the in-app tools we are still building. You can appeal any action by email within 30 days.

1. What we act on

1.1 We act on reports from viewers, formal notices under the Copyright and Takedown Policy, our own review, and lawful requests from the authorities.

1.2 The rules we apply are the Community Guidelines, the Content Policy, the Creator Terms, the Advertising Policy and the Terms of Service. When we act, we say which rule.

1.3 Reports are reviewed by people. Every report gets an outcome: upheld or dismissed. Choosing a report reason does not remove anything by itself.

2. What moderators can do today

2.1 Remove a title, so that it is no longer available to viewers.

2.2 Everything else in this policy, including warnings, restrictions and closures, is applied by our staff by hand and recorded in our systems. We are building tools to apply these steps consistently and to show them to you in the app.

3. The ladder

3.1 For most breaches we escalate in steps, so that a single mistake does not end your account.

3.2 Strikes expire twelve months after they are recorded. Three active strikes lead to closure. Copyright strikes are counted separately, under the Copyright and Takedown Policy.

3.3 We skip the ladder for serious breaches: sexual content involving minors, credible threats of violence, terrorism, intimate imagery shared without consent, deliberate large-scale infringement, fraud, and anything that puts a person in immediate danger. These lead straight to closure and, where the law requires, to a report to the authorities.

3.4 We look at the whole picture: how serious the breach was, whether it was deliberate, whether it is part of a pattern, and whether you fixed it when told.

4. How you are told

4.1 We want to be straightforward about this. Today the app does not notify you when your title is removed. You may simply notice that it is gone.

4.2 Where we hold an email address or a phone number for you, we email or text you about a removal, a restriction or a closure, saying what was removed and which rule applied. We are building in-app notices and will use them once they exist.

4.3 For copyright removals we always try to reach the creator with a copy of the notice, as the Copyright and Takedown Policy describes.

4.4 If you think something of yours has been removed and you have heard nothing, email [SUPPORT EMAIL] and we will tell you what happened.

5. How to appeal

5.1 You can appeal any action under this policy: a removal, a strike, a restriction or a closure. Copyright removals have their own counter-notice route in the Copyright and Takedown Policy; use that instead.

5.2 Email [SUPPORT EMAIL] within 30 days of the action or, if we were not able to tell you about it, within 30 days of finding out. Put "Appeal" in the subject line.

5.3 Your appeal should contain:

• the phone number or username on your account;
• what was removed or restricted, with the title or a share link where you have one;
• why you believe the decision was wrong, pointing to the rule and to any context we may have missed; and
• anything that supports you, such as a licence or a consent.

5.4 Wherever our team size allows, the appeal is reviewed by a different person from the one who made the original decision.

5.5 We aim to reply within 10 working days. If we need longer, we tell you.

5.6 If your appeal succeeds, we restore the content or lift the restriction and remove the strike. If it fails, we tell you why. The decision on appeal is final within 24 Frames, but nothing here limits any right you have under the law.

5.7 Until in-app appeal tools exist, email is the only route. We keep a record of every appeal and its outcome.

6. Blocking

6.1 Blocking a channel is yours to use, at any time, for any reason. It removes that channel from your recommendations. We do not review blocks, and you do not need to justify them.

6.2 Blocking is not a report. If content breaks our rules, report it as well.

7. Transparency

7.1 We may publish aggregate figures about enforcement, such as the number of reports received, upheld and dismissed, and the number of titles removed, without identifying anyone.

7.2 We keep records of reports, decisions and appeals as the Privacy Policy and Data Retention policy describe.

8. Contact

Appeals and questions: [SUPPORT EMAIL]. Copyright notices and counter-notices: [COPYRIGHT AGENT EMAIL].