Content moderation

Updated on October 21, 2026

1. Scope of Application

1.1. Content Covered

This Policy applies to all content generated by users of the Viuzi platform, including, without limitation:

User profiles: Names, biographies, profile photographs, professional information, skills, certifications and any other data published in Service Providers' and Service Requesters' profiles.
Job posts: Titles, descriptions, requirements, locations, budgets and any information included in service requests.
Reviews and ratings: Written reviews, numerical scores and responses to reviews published by Providers and Requesters.
Messages: Communications between users through the platform's messaging system.
Portfolios: Photographs, images, videos, documents and descriptions of previous work published by Providers.
Documents: Invoices, proposals, certificates and any other documents shared through the platform.
Organisation content: Organisation names, descriptions, logos and any information associated with users' entities.

1.2. Users Subject to This Policy

This Policy applies to all platform users, including:

Service Providers (SERVICE_PROVIDER_ADMIN and members of their organisations).
Service Requesters (SERVICE_REQUESTER_ADMIN and members of their organisations).
Platform administrators, in the exercise of their moderation functions.

1.3. Legal Nature of the Hosting Service

Viuzi is a provider of information hosting services within the meaning of Article 6 of Regulation (EU) 2022/2065 (DSA). VIUZI ESP, SL is not the author of user-generated content. Viuzi's liability for such content is governed by Article 6 of the DSA: Viuzi loses the exemption if, having actual knowledge of illegal content, it fails to act with diligence to remove it.

2. Content Standards

2.1. Truthful and Accurate Information

Users must publish truthful, accurate and up-to-date information. The following is prohibited:

Providing false information about identity, qualifications, experience or location.
Publishing false or expired credentials, certifications or qualifications.
Misrepresenting the nature, scope or quality of services offered.
Creating false profiles or impersonating other persons or entities.

2.2. Professional Language

All content published on the platform must maintain a professional and respectful tone. The following is prohibited:

The use of obscene, vulgar or sexually explicit language.
The use of threatening, intimidating or harassing language.
Personal attacks or insults directed at other users. For the purposes of this Policy, "personal attack" means content directed at denigrating a natural person in their personal capacity, as distinct from objective criticism of the quality of the service rendered.
The use of language that incites hatred or violence.

2.3. Illegal Content

It is strictly prohibited to publish content that:

Constitutes or promotes illegal activities under European Union or Spanish law.
Infringes third-party intellectual property rights (copyright, trademarks, patents).
Contains or promotes the exploitation or abuse of minors.
Constitutes or facilitates terrorism or incitement to violence.
Infringes personal data protection regulations (unauthorised publication of third-party data).
Constitutes defamatory or libellous content.

Note on the applicable regime: Where content is allegedly illegal, the procedure under Art. 16 DSA applies, with possible reporting obligations to authorities. Where content violates terms of use but is not necessarily illegal, the process is contractual.

2.4. Discriminatory Content

It is prohibited to publish content that discriminates or promotes discrimination on grounds of:

Race, ethnic or national origin.
Religion or beliefs.
Gender, gender identity or sexual orientation.
Age.
Disability.
Any other characteristic protected by European Union or Spanish law.

This includes discrimination in job descriptions, provider selection criteria, reviews and any other interaction on the platform.

2.5. Misleading or Fraudulent Content

The following is prohibited:

Publishing misleading service offers or false prices.
Creating fictitious jobs for the purpose of collecting providers' personal information.
Manipulating the reviews or ratings system (false reviews, review exchange, intimidation to obtain positive reviews).
Using the platform for phishing, scam or financial fraud schemes.
Publishing content designed to circumvent the platform's payment mechanisms.

2.6. Unsolicited Content (Spam)

The following is prohibited:

Sending unsolicited mass messages to other users.
Publishing repetitive or duplicated content systematically.
Including external links unrelated to the service offered or requested.
Publishing advertising for products or services not related to the platform.
Creating multiple accounts to circumvent platform restrictions.

3. Moderation Process

3.1. Automated Moderation

VIUZI ESP, SL uses AI-assisted automated moderation tools for the preliminary review of content published on the platform:

3.1.1. Operation

Content published by users is automatically analysed to detect possible violations of content standards.
The automated moderation system generates a confidence score indicating the likelihood that the content violates platform standards.
Detected issues are categorised by type (inappropriate content, toxic text, misleading information, spam, etc.).

3.1.2. Limitations and Safeguards

Automated moderation decisions that result in the restriction of content or the user's account will be reviewed by a human moderator before their final application, except in the cases described in Section 3.1.3.
The automated moderation system is not used as the sole basis for terminating user accounts.
VIUZI ESP, SL periodically reviews and updates moderation algorithms to minimise errors and biases.

3.1.3. Immediate Automatic Actions

The automated moderation system may take the following immediate actions without prior human review, where the confidence score exceeds 95%:

Immediate removal of content containing child sexual abuse material (CSAM). Upon detection of alleged child sexual abuse material, Viuzi will immediately remove the content, preserve evidence and report it to: (a) the Spanish National Police (Policía Nacional); and (b) the applicable EU CSAM centre in accordance with current CSAM regulation. Viuzi will cooperate fully with authorities in any subsequent investigation.
Immediate removal of terrorist content in accordance with Regulation (EU) 2021/784. Removal orders issued by competent authorities pursuant to Regulation (EU) 2021/784 will be executed within one (1) hour of receipt, in accordance with Article 3(3) of that Regulation.
Temporary hiding of content with indicators of automated spam.

In all other cases, the automatic action will be to flag the content for human review.

3.2. Manual Review by Administrators

3.2.1. Moderation Team

VIUZI ESP, SL has a team of platform administrators responsible for the manual review of content flagged by the automated system or reported by users.

Moderation team qualifications. In accordance with Article 20(6) of the DSA, internal complaints handlers are duly qualified through: (a) initial training in the applicable legal framework (DSA, GDPR, fundamental rights); (b) specific training on the Platform's content policies and moderation criteria; (c) language competencies in Spanish and English; (d) periodic training (minimum quarterly) on regulatory updates and new threats; (e) access to specialised legal advice for complex cases. Viuzi ensures the functional independence of the moderation team from commercial functions.

3.2.2. Review Criteria

Moderators assess content taking into account:

The content standards established in Section 2 of this Policy.
The context in which the content was published.
The severity of the potential violation.
The user's history on the platform, considering: number of previous violations in the last 12 months, type of violation, and existence of prior warnings.
Applicable legislation.

3.2.3. Review Timelines

Content flagged as urgent (CSAM, terrorism, direct threats): review within 24 hours.
Content reported by users: review within 7 business days.
Content flagged by the automated system (non-urgent): review within 14 business days.

3.3. Reports and User Flagging

Platform users may report content they consider contrary to platform standards or applicable legislation:

3.3.1. Reporting Mechanism

Users may report content directly from the platform interface using the reporting function available for each type of content.
The reporting form is accessible without registration at viuzi.com/report. The email moderation@viuzi.com is operational for external notifiers.
The report must include a description of the reason why the content is considered inappropriate or illegal.

3.3.2. Processing of Reports

All user reports will be reviewed by the moderation team.
The user who submitted the report will be notified of the outcome of the review.
Abusive or repeatedly unfounded reports may result in restrictions on the user's reporting capacity.

3.4. Message Moderation

Messages between users may be subject to moderation when reported or when automated systems detect potentially unlawful content. Proactive moderation of messages is limited to automated detection of illegal content.

4. Moderation Actions

4.1. Content Removal

Content removal involves the permanent deletion of content from the platform. It will be applied when:

The content is illegal under European Union or Spanish law.
The content constitutes a serious violation of the platform's content standards.
A court or competent authority orders the removal of the content.

4.2. Content Hiding (HIDDEN status)

Content hiding means the content ceases to be visible to other users but is not permanently deleted. It will be applied especially to reviews when:

The review contains offensive or inappropriate language, but the underlying information may be legitimate.
The review is the subject of an ongoing dispute between the parties.
Additional investigation is required before a final decision is taken.

Hidden content may be restored if a subsequent review determines that it does not violate platform standards.

4.3. Content Flagging (FLAGGED status)

Content flagging means the content remains visible but is marked for review. It will be applied when:

The content presents indications of a possible violation that require verification.
The content has been reported by other users but does not present sufficient indications for immediate removal or hiding.
The automated system has detected possible issues with a medium confidence score.

4.4. User Warning

A warning is a formal notification to the user informing them that their content or conduct has violated platform standards. The warning:

Will be communicated to the user by email and through the platform.
Will specify the violation committed and the content affected.
Will indicate the possible consequences of future violations.
Will be recorded in the user's history for consideration in future moderation decisions.

4.5. Account Suspension

Account suspension involves the temporary deactivation of the user's account. It will be applied when:

The user has accumulated multiple warnings (3 or more warnings within a 12-month period).
The user has committed a serious violation that does not justify immediate termination.
It is necessary to protect other users while a suspected serious violation is investigated.

The suspension may last between 7 and 90 days, depending on the severity of the violation and the user's history.

4.6. Account Termination

Account termination involves the permanent deletion of the user's account and the prohibition of creating new accounts. It will be applied when:

The user has committed repeated violations despite prior warnings and suspensions.
The user has published seriously illegal content (CSAM, terrorism, incitement to violence).
The user has committed fraud or criminal activities through the platform.
A court or competent authority orders the termination of the account.

Except in urgent cases (CSAM, terrorism), Viuzi will notify the user at least 5 business days in advance of the intention to terminate the account, allowing them to submit representations.

Following account termination, the user will have 30 days to export their data (invoices, contracts, histories) before permanent deletion, in accordance with Article 9 of Regulation (EU) 2019/1150 (P2B Regulation).

5. Profile Moderation

5.1. Issue Detection

User profiles are subject to both automated and manual moderation to detect:

Inappropriate content: Profile photographs that do not comply with platform standards, descriptions with offensive language or sexually explicit content.
Toxic text: Biographies or service descriptions containing discriminatory, threatening or hateful language.
Misleading information: False credentials, invented professional experience, false locations.
Identity impersonation: Profiles that impersonate other persons or entities.

5.2. Moderation Confidence Scores

The automated moderation system assigns a confidence score to each issue detected in profiles:

High confidence (>85%): Content is flagged for priority review and may be temporarily hidden automatically.
Medium confidence (50-85%): Content is flagged for manual review without automatic action.
Low confidence (<50%): Content is recorded for monitoring but not actively flagged.

Relationship between confidence thresholds. The different confidence thresholds used in the moderation system correspond to different levels of action: (a) >85% confidence (Section 5.2): content is marked for priority human review. No automatic action is taken on the content; (b) >95% confidence (Section 3.1.3): immediate automatic action without prior human review, limited to the most serious categories (CSAM, terrorist content, obvious spam). All automatic actions are reviewed ex post by the moderation team within 24 hours.

5.3. Administrator Review Workflow

The process for reviewing profiles by administrators follows this flow:

PENDING: The profile or profile content has been flagged and is awaiting review by an administrator.
APPROVED: The administrator has reviewed the content and determined that it complies with platform standards. The content remains visible.
REJECTED: The administrator has determined that the content violates platform standards. The content is hidden or removed.

5.4. Grounds for Rejection

When a profile or profile content is rejected, the administrator must provide the user with:

The specific reason for rejection, with reference to the section of this Policy that has been violated.
A clear explanation of which aspects of the content are problematic.
Instructions on how to correct the content to comply with standards.
Information about the right to appeal the decision (Section 8).

6. Review Moderation

6.1. Review Statuses

Reviews published on the platform may be in the following statuses:

PUBLISHED: The review is visible to all platform users. This is the default status of published reviews.
HIDDEN: The review is not visible to users but has not been permanently deleted. This status applies to reviews that require review or that have been hidden following a moderation decision.
FLAGGED: The review remains visible but has been marked for review by the moderation team.

6.2. Criteria for Hiding or Removing Reviews

Reviews may be hidden or removed when:

They contain obscene, offensive, threatening or discriminatory language.
They include personal information of third parties (phone numbers, addresses, financial data).
They are clearly false or fraudulent (for example, posted by users who have not used the service).
They are the result of manipulation (reviews in exchange for incentives, coordinated reviews to harm a competitor).
They contain promotional content unrelated to the service evaluated.
They have been published in retaliation for a dispute unrelated to the quality of the service.

6.3. Reviews Not Subject to Removal

The following reviews will NOT be removed, even if negative, provided they comply with content standards:

Reviews that reflect a genuine user experience with the service.
Reviews that contain legitimate criticism of the quality, timeliness or professionalism of the service.
Reviews that express subjective opinions about the user's experience.
Reviews that highlight real problems with the service received.

6.4. Right of Reply

The user who is the subject of a review has the right to publish a public reply to it, subject to the same content standards established in Section 2.

7. Notice and Action Mechanism (Art. 16 DSA)

7.1. Right to Submit Notices

In accordance with Article 16 of the Digital Services Act (EU) 2022/2065, any person or entity may submit a notice to VIUZI ESP, SL regarding the presence on the platform of content they consider illegal.

7.2. How to Submit a Notice

Notices about allegedly illegal content may be submitted through:

Email: moderation@viuzi.com
Platform reporting form: Available alongside each published piece of content, as well as at viuzi.com/report without the need for registration.

7.3. Information Required in the Notice

The notice must contain (Art. 16(2) DSA):

Sufficiently substantiated explanation of the reasons why the person or entity alleges that the information in question is illegal content.
Clear indication of the exact electronic location of such information, such as the exact URL or URLs, and, where applicable, additional information enabling identification of the illegal content.
Name and email address of the person or entity submitting the notice, except where the information is considered to constitute one of the offences covered by Articles 3 to 7 of Directive 2011/93/EU (sexual exploitation of minors).
Statement confirming that the person or entity submitting the notice believes in good faith that the information and allegations contained therein are accurate and complete.

7.4. Processing Timelines

Acknowledgement of receipt: VIUZI ESP, SL will send an acknowledgement of receipt of the notice without undue delay, and in any case within 24 hours of receipt.
Assessment and decision: VIUZI ESP, SL will assess the notice and take a decision in a timely, diligent, non-arbitrary and objective manner.
- Notices about manifestly illegal content: decision within 24 hours.
- Notices about other types of illegal content: decision within 7 business days.
- Complex notices requiring additional investigation: decision within 14 business days, with notification to the notifier of the need for additional time.

7.5. Notification to the Content Provider

Where VIUZI ESP, SL decides to remove or disable access to content as a result of a notice, it will inform the affected content provider (Art. 16(5) DSA), providing:

The reasons for the decision, with reference to the legal basis or the clause of the Terms and Conditions that has been violated.
The facts and circumstances on which the decision was based.
Information about available avenues of redress (Section 8).

Viuzi will notify the notifier of the decision taken with respect to their notice, including whether measures were taken or the reasons why measures were not taken, in accordance with Article 16(4) of the DSA. This right extends to external notifiers who are not registered users of the Platform.

7.6. Unfounded Notices

Manifestly unfounded or abusive notices will not result in the adoption of measures against the content. VIUZI ESP, SL may suspend the processing of notices from persons or entities that frequently submit manifestly unfounded notices, in accordance with Article 16(6) of the DSA.

8. Right of Appeal (Art. 20 DSA)

8.1. Internal Appeal

In accordance with Article 20 of the DSA, users affected by a moderation decision have the right to submit an internal appeal to VIUZI ESP, SL.

8.1.1. Appealable Decisions

Users may appeal the following decisions:

Content removal.
Content hiding (change to HIDDEN status).
Content flagging (change to FLAGGED status).
Formal warnings.
Account suspension.
Account termination.
Failure to take measures following a notice submitted by the user.

8.1.2. Deadline for Appeal

The internal appeal must be submitted within 6 months of the date on which the user was informed of the moderation decision.

8.1.3. Appeal Procedure

The user will submit the appeal by email to: moderation@viuzi.com, or through the platform if the functionality is available.
The appeal must include:
- Identification of the decision being appealed.
- Reasons why the user considers the decision to be incorrect.
- Additional evidence, if any.
VIUZI ESP, SL will review the appeal in a timely, diligent and non-arbitrary manner. The review will be conducted by a team member who did not participate in the original decision.
VIUZI ESP, SL will communicate its reasoned decision to the user without undue delay, and in any case within 30 days of submission of the appeal.
If VIUZI ESP, SL upholds the appeal, it will reverse the moderation decision (restore the content, lift the suspension, etc.).

8.2. Out-of-Court Dispute Resolution

Without prejudice to the internal appeal, users have the right to resort to a certified out-of-court dispute resolution body in accordance with Article 21 of the DSA, to resolve disputes related to moderation decisions.

VIUZI ESP, SL commits to participating in good faith in dispute resolution proceedings before any certified out-of-court dispute resolution body selected by the User in accordance with Article 21(1) of the DSA, without being limited to the bodies expressly listed in this Policy.

Users may also resort to:

National alternative dispute resolution (ADR) bodies of their Member State of residence, in accordance with Article 12 of Regulation (EU) 2019/1150 (P2B Regulation)
Spanish National Markets and Competition Commission (Comisión Nacional de los Mercados y la Competencia, CNMC): https://www.cnmc.es

8.3. Judicial Appeal

The exercise of internal and out-of-court appeal mechanisms does not affect the user's right to bring proceedings before the competent courts to challenge moderation decisions.

9. Transparency Reports (Art. 15 DSA)

9.1. Annual Transparency Report

In accordance with Article 15 of the Digital Services Act, VIUZI ESP, SL will publish an annual transparency report that will include:

9.1.1. Authority Orders

Number of orders received from judicial or administrative authorities of Member States, broken down by type of illegal content.
Average processing times for orders.

9.1.2. Notices Received (Art. 16 DSA)

Total number of notices received through the notice and action mechanism.
Breakdown by type of allegedly illegal content.
Number of notices processed through automated tools.
Number of notices that resulted in action being taken.
Average notice processing time.

9.1.3. Proactive Content Moderation

Number of moderation actions taken at VIUZI ESP, SL's own initiative, broken down by:
- Content removals.
- Content hidings (HIDDEN).
- Content flaggings (FLAGGED).
- User warnings.
- Account suspensions.
- Account terminations.

9.1.4. Automated Tools

Description of the automated tools used for content moderation.
Accuracy indicators for automated tools (false positive and negative rates).
Number of automatic decisions that were reversed after human review.

9.1.5. Internal Appeals

Number of internal appeals received in accordance with Article 20 of the DSA.
Number of appeals upheld (decision reversed).
Average appeal resolution time.

9.2. Publication

The transparency report will be published on the Viuzi website and will be publicly and freely accessible, in a clear and comprehensible format, by 1 March of each year, covering the period from 1 January to 31 December of the preceding year.

10. Statement of Reasons (Article 17 DSA)

Every content moderation decision will be communicated to the affected User through a clear and specific statement of reasons that will mandatorily include:

Restriction imposed: Description of the measure taken (removal, hiding, flagging, suspension).
Facts and circumstances: The specific facts that led to the decision, including the specific content affected.
Applicable basis: The legal basis (EU or national legislation) or the specific contractual clause of the Terms of Service that has been violated.
Use of automated means: Clear indication of whether the decision was taken in whole or in part by automated tools, including the identification of the system used (Amazon Rekognition, Amazon Comprehend) and the associated confidence score.
Appeal channels: Information about the internal appeals system (6-month deadline, resolution within 30 days) and about certified out-of-court dispute resolution bodies in accordance with Article 21 of the DSA.

This statement will be provided in a clear and comprehensible format, in the language of the User's interface.

11. Compliance with the Artificial Intelligence Regulation

Viuzi's automated moderation system is classified as limited risk under Regulation (EU) 2024/1689 (AI Act). In compliance with Article 50:

Transparency: Users are informed when decisions about their content involve automated processing.
Tools used: Amazon Rekognition (image moderation) and Amazon Comprehend (text toxicity analysis).
Accuracy metrics: False positive and negative rates of the moderation system are published in the annual transparency report (Section 9).
Human oversight: All high-impact automated decisions (account suspension, profile rejection) are subject to human review before execution.

In accordance with Article 50 of Regulation (EU) 2024/1689, Viuzi proactively informs Users that their content is analysed by artificial intelligence systems (Amazon Rekognition and Amazon Comprehend) for moderation purposes. This information is provided: (a) at the time of registration (Terms of Service), (b) in this Policy, and (c) through indicators in the interface when a moderation action is initiated or influenced by an automated system.

The processing of personal data by AI moderation systems (Amazon Rekognition, Amazon Comprehend) is carried out in accordance with Viuzi's Privacy Policy, with legal basis in legitimate interest (Art. 6(1)(f) GDPR) and DSA obligations. A Data Protection Impact Assessment has been conducted in accordance with Art. 35 GDPR.

12. Recommendation System Transparency (Article 27 DSA)

The obligations of Article 27 of the DSA apply to very large online platforms (>45 million monthly active users in the EU). VIUZI ESP, SL adopts these measures voluntarily as a transparency best practice.

Viuzi uses algorithmic systems to rank and display Providers and jobs in search results. The main parameters used include: (a) geographical proximity; (b) average rating and reviews; (c) response rate; (d) Subscription Plan level; (e) percentage of completed jobs; (f) profile verification status. Users can influence the ranking by modifying their professional profile and subscription level. No options to disable personalisation are offered, as ranking is based on objective criteria of service quality and geographical relevance, not on behavioural profiling.

13. Public Authority Orders (Articles 9 and 10 DSA)

Viuzi will comply with orders issued by judicial and administrative authorities of EU Member States in accordance with Articles 9 and 10 of the DSA:

Orders to act against illegal content (Art. 9): Upon receiving an order, Viuzi will assess it, take the corresponding measures and communicate to the issuing authority the actions taken, within the timeframe specified in the order.
Orders to provide information (Art. 10): Viuzi will provide the requested information about specific users within the established deadline.
Verification: Viuzi will verify the authenticity of orders and contact the issuing authority in case of doubt.
Register: All orders and associated actions will be recorded and included in the annual transparency report.

14. Trusted Flaggers (Art. 22 DSA)

14.1. Recognition

VIUZI ESP, SL recognises the status of trusted flaggers designated by the Digital Services Coordinators of Member States in accordance with Article 22 of the DSA.

14.2. Priority Treatment

Notices submitted by designated trusted flaggers will be:

Treated with priority over notices submitted by non-designated users.
Processed within 24 hours of receipt.
Assessed with the presumption that the trusted flagger has specialised knowledge in the subject matter.

14.3. Collaboration

VIUZI ESP, SL commits to:

Maintaining direct communication channels with recognised trusted flaggers.
Providing detailed responses about the measures taken in response to their notices.
Collaborating in good faith with trusted flaggers in the identification and removal of illegal content.

14.4. Abuse of Status

If VIUZI ESP, SL detects that a trusted flagger frequently submits inaccurate or unfounded notices, it will inform the Digital Services Coordinator that granted the designation, in accordance with Article 22(6) of the DSA.

15. Contact for Moderation Matters

For any matter related to content moderation on the Viuzi platform, users and third parties may contact:

Viuzi moderation team Email: moderation@viuzi.com

VIUZI ESP, SL Calle Alejandro Dumas 17 - Oficinas, 29004 Málaga, Spain Tax ID (NIF): B05735576 VAT number: ESB05735576

DSA single point of contact (Articles 11 and 12 of the DSA): Email: dsa@viuzi.com Available languages: Spanish, English, French, German and Italian

Spanish Digital Services Coordinator: Spanish National Markets and Competition Commission (Comisión Nacional de los Mercados y la Competencia, CNMC), designated as Digital Services Coordinator in accordance with Article 49 of Regulation (EU) 2022/2065. C/ Alcalá 47, 28014 Madrid, Spain Website: https://www.cnmc.es

16. Modifications to This Policy

VIUZI ESP, SL reserves the right to modify this Content and Moderation Policy at any time. Substantial modifications will be notified to users with a minimum of 15 days' notice before they take effect, via:

In-platform notification.
Email to the user's registered address.

Continued use of the platform following the entry into force of the modifications will constitute acceptance thereof.