Reports, Violations, and Appeals Policy - Play258
ID: PLAY258-ABUSE | Version: 1.0.0 | Effective: 05-04-2026
1. Reporting channels
| Type | Channel |
|---|---|
| Illegal content or IP | pi@voneka.co.mz — see IP Policy |
| Abuse, harassment, spam | moderacao@voneka.co.mz |
| Privacy / personal data | dpo@voneka.co.mz |
| Fraud or security | seguranca@voneka.co.mz |
| Consumer (Listener) | suporte@voneka.co.mz + +258 84 944 5569 |
Web form: https://play258.com/legal/denuncias#formulario.
2. Minimum information to provide
- description of the facts;
- links, screenshots, or identifiers (request IDs, timestamps);
- reporter contact details (may be processed only to handle the report);
- good-faith statement.
Anonymous reports may be accepted for manifestly illegal content, with follow-up limitations.
3. Target response times
Adjust to local law (e.g. EU Digital Services Act sets specific deadlines for illegal content).
- Receipt: automatic acknowledgment where possible within 48h.
- Informed decision: 10 business days for typical cases.
- Urgency (security): hours.
4. Appeal against a moderation decision
4.1. The User may appeal by email or form within 15 days of notification.
4.2. Review by second level (separate team when available).
4.3. Reasoned response as far as possible.
4.4. Without prejudice to external judicial or administrative rights.
5. Counter-notification (IP)
As set out in the IP Policy and applicable law.
6. Reporter protection
6.1. Retaliation is prohibited as policy; confirmed retaliation may sanction the aggressor.
6.2. Reporter data not disclosed to the reported party without necessity or legal order.
7. Records and statistics
Maintain logs for internal audit and, when required, regulator reports (transparency).