Twunked protects its community by reviewing reported messages and content through human moderators only. We do not employ automated filtering, AI scanning, machine learning models, or keyword systems to automatically block or flag private messages.
We moderate messages to keep our community safe — and all moderation actions are performed by trained human reviewers.
We moderate messages to keep our community safe — and all moderation actions are performed by trained human reviewers.
1. Scope & Core Principle
Our approach is human-centric: only people review reported content or content under active investigation. We prioritize user privacy while ensuring safety and legal compliance.
2. What Is Reviewed
Moderators review messages and content only in the following cases:
- When a user files a report via the in-app report button or email.
- When a message is directly involved in an ongoing safety, legal, or trust investigation.
- When law enforcement presents a valid legal request (see Law Enforcement section).
3. What We Do NOT Do
To be clear, Twunked does NOT:
- Use automated keyword filtering or machine-based classification to automatically hide or remove private messages.
- Scan every private message in real time.
- Rely on third-party AI models to make automated moderation decisions for private messages.
4. Moderation Workflow (Human-Only)
When a report or investigation occurs, we follow this human-only process:
- Receipt: report received via UI or email is logged in our system.
- Assignment: a trained moderator is assigned to the case based on severity and availability.
- Review: the moderator reviews message content, attached media, and contextual metadata (timestamps, conversation participants).
- Decision: the moderator makes a decision — no automated decision is used — and documents the rationale.
- Action: actions may include warning the user, removing content, muting messaging privileges, temporary suspension, or permanent ban.
- Recording: we log the decision, moderator ID, timestamp, and evidence for auditing and appeals.
Note: Human review prioritizes accuracy and context but means reviews are not instantaneous. We aim for timely responses based on severity and resource availability.
5. Privacy & Data Minimization
We balance safety with privacy:
- Only messages under report/investigation are accessed by moderators.
- Moderators are bound by confidentiality agreements and access controls.
- We log minimal contextual metadata necessary for review and incident handling.
- We do not retain message content longer than necessary; see retention schedule below.
6. Retention & Data Handling
Retention follows safety and legal needs:
- Moderation logs and evidence are kept for audit and legal compliance; typical storage: up to 2 years for serious incidents, shorter for low-risk reports (e.g., 90 days).
- Users may request deletion of their data; deletion requests are honored subject to legal obligations and ongoing investigations.
7. Training, Access Controls & Security
Human moderators are trained and vetted:
- Moderators receive regular training on policy, bias avoidance, trauma-informed review, and privacy.
- Moderator access is restricted via role-based access control and multi-factor authentication.
- All moderation activity is logged and audited regularly.
8. Emergency Escalation & Law Enforcement
We take imminent risk seriously:
- Reports of imminent harm, threats to life, sexual exploitation of minors, or terrorism are prioritized and escalated immediately.
- If required by law, we will preserve and disclose evidence to law enforcement when presented with a valid legal process.
- We will attempt to notify users about requests for their data unless legally prohibited.
9. Appeals & Dispute Resolution
If you disagree with a moderation outcome:
- Submit an appeal via the in-app appeals form or email appeals@twunked.com.
- Appeals are reviewed by a different moderator or a designated appeals reviewer to ensure impartiality.
- We aim to respond to appeals promptly; response times vary by complexity and severity.
10. COPPA, Minors & Age-Related Protections
We protect children and comply with applicable laws:
- We do not knowingly allow accounts for children under 13. If discovered, we remove the account and delete personal data unless verifiable parental consent is obtained.
- For users aged 13–17, certain features (e.g., unrestricted private messaging, location sharing, targeted ads) are limited by default.
- Reports involving minors are escalated and handled with additional privacy safeguards.
11. GDPR, CCPA & Data Subject Rights
Human-only moderation does not affect your rights:
- Users can exercise rights to access, correct, delete, or port their data by contacting privacy@twunked.com.
- We will verify identity before fulfilling sensitive requests to protect privacy.
- Data processing purposes and legal bases are documented and available upon request.
12. Transparency & Reporting
We publish transparency information and metrics:
- Periodic transparency reports include moderation volumes, outcomes, appeals statistics, and enforcement trends.
- We document policy changes and announce material updates to this policy.
13. Limitations & Practical Notes
Please note:
- Human-only review prioritizes context and fairness but can be slower than automated systems.
- Because we do not scan all messages automatically, unreported harmful content may remain until reported.
- Users should report violations promptly to help moderators act quickly.
14. How to Report
To report a message or user:
- Use the in-app report button on any message or profile.
- Email abuse reports to: abuse@twunked.com.
- For emergencies or imminent threats, contact local law enforcement immediately and also notify us at abuse@twunked.com.
15. Contact & Governance
Questions, appeals, and privacy requests:
Moderation / Appeals: appeals@twunked.com
Abuse reports: abuse@twunked.com
Privacy / Data requests: privacy@twunked.com
Provide your username, email, a description of the issue, and any supporting evidence when you contact us. We may request proof of identity for sensitive requests.
Summary: Twunked uses human moderators only to handle reports and investigations. We do not use automated decision systems for private message moderation. Our process emphasizes privacy, training, documentation, and legal compliance while providing users with reporting and appeals tools.
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