Moderation Policy

Transparency principle

Every moderation action we take — warning, removal, suspension, or ban — is logged with a written reason. Affected users receive that reason. We do not take silent action without documentation.

Types of enforcement actions

• Warning. When: A first or minor violation — inaccurate profile claim, ambiguous photo, or a single reported incident that does not yet justify removal. Effect: Notification sent. No public-facing change. Logged for pattern tracking.
• Content removal. When: A specific photo, post, or profile section violates policy: explicit material, misleading credentials, watermarked images. Effect: The violating content is removed. Profile remains active if no pattern exists.
• Suspension (temporary). When: Repeated warnings, a substantiated complaint, or a pending investigation into a serious but unconfirmed allegation. Effect: Profile hidden from public search. Provider retains account access. SLA: resolved within 5 business days.
• Permanent ban. When: A confirmed pattern of serious violations, solicitation of illegal services, identity fraud, or client harm. Effect: Account terminated. Profile removed permanently. Device and email fingerprints flagged to prevent re-registration.

Response time commitments

• Warning — 24 hours
• Content removal — 24 hours
• Suspension review — 5 business days
• Ban appeal decision — 10 business days
• Report acknowledgment — 48 hours

SLAs apply during business hours (Mon–Fri, 9 AM–6 PM CT). Complex cases may take longer; we will communicate delays proactively.

Appeals process

Any user who receives a suspension or ban may submit an appeal within 30 days of the action date. Appeals must include:

• A clear statement of why you believe the action was in error
• Any evidence or context relevant to the decision
• Contact information so we can follow up

Send appeals to appeals@masseurmatch.com. We will acknowledge within 48 hours and issue a final decision within 10 business days.

Report a violation

If you see a profile, listing, or interaction that violates these policies, report it. Include as much context as possible — screenshot, profile URL, description of the incident. Every report is reviewed by a human.

Report to trust@masseurmatch.com, or read our Trust & Safety standards.