Content Moderation Policy

1. What VERA does not do

VERA does not proactively scan, screen, or review the content in customer accounts. Your prompts, drafts, customer records, documents, and uploaded photographs are not inspected by us or by an automated classifier as a matter of course.

There is no general monitoring obligation and we do not undertake one voluntarily. Access to production data by our staff is limited to what operating and supporting the Service requires, and administrative actions are recorded in an append-only audit log.

The one automated filter in the path is external: AI providers apply their own safety filters to generation requests. Where a provider rejects a request, VERA reports that back to you as a moderation failure rather than silently returning nothing.

2. What causes a review

We review content when one of the following brings it to our attention.

• A report. From a recipient of a message, another customer, a member of the public, or a rights holder.
• A platform complaint. From a connected platform, an email provider, an SMS carrier, or a payment processor, for example an abuse complaint or a spam rate warning.
• A legal demand. A court order, a valid law enforcement request, or a regulator's notice.
• An operational signal. Something surfaced in the ordinary course of running the Service, such as an anomalous volume of outbound messages or repeated failed ownership checks.
• A rights notice. A DMCA takedown notice, handled under the DMCA Policy, or a trademark complaint under the Trademark Policy.

3. How review works

Reports are reviewed by a person. We look at what was reported, at the minimum context needed to assess it, and at the account's history. We do not use an automated system to suspend or terminate accounts.

We assess against the Acceptable Use Policy, the AI Usage Policy, the Community Guidelines, and applicable law. Where a report is about a business dispute rather than a policy breach, for example a disagreement about an estimate or an invoice, we will say so and decline to arbitrate it.

We aim to make a first assessment within 5 business days, faster where there is an ongoing risk of harm.

4. What we can do

Our response is proportionate to what we find. In escalating order:

• No action. The most common outcome. We tell the reporter we found no breach, without disclosing anything about the account.
• Notice. We contact the account holder, explain the issue, and ask for a change.
• Content removal or link disabling. We remove specific content or disable the public link exposing it. This is the usual outcome of a valid DMCA notice.
• Feature restriction. We disable a specific capability, such as outbound messaging, while keeping the rest of the account working.
• Suspension. The account cannot sign in and live sessions are revoked. Data is retained and the action is reversible.
• Termination. The account is closed for a material breach that was not cured, for unlawful use, or where required by law.

5. Notice to you

When we act on your account we tell you what we did and why, and what you can do about it, unless the law prevents us or telling you would frustrate an investigation or put someone at risk.

For urgent cases involving illegal content, a credible threat, or a live security risk, we may act first and notify immediately afterwards.

6. Appeals

To appeal, reply to our notice, or email support@myvera.io with the subject line "Moderation appeal", within 30 days. Tell us what you think we got wrong and include any context we did not have.

An appeal is reviewed by someone who was not involved in the original decision. We aim to respond within 10 business days. If we reverse the decision we restore access or content and tell you.

For a copyright removal specifically, the counter-notice route in the DMCA Policy is the correct process and has its own statutory timeline.

7. Reporting content

Report abuse or policy-violating content to support@myvera.io with the subject line "Abuse report". Include what you saw, where, when, and any URL or message headers. If you received a message you believe was sent through VERA, forwarding it with full headers is the single most useful thing you can send us.

Report a copyright infringement under the DMCA Policy, a trademark issue under the Trademark Policy, and a security vulnerability to support@myvera.io.

We do not disclose the identity of a reporter to the account they reported, and we do not disclose account details to a reporter.

8. Transparency

VERA does not currently publish a transparency report of moderation actions or government requests. Given the number of accounts involved, aggregate figures would risk identifying individual businesses. We will reconsider as the customer base grows.