Illegal Content Complaints and Takedown Requests

1. Purpose and scope

This policy sets out the formal service-level commitment and operational procedures that JustHoney.AI (operated by QUANTUMCAP LTD, Company No. 17131047, England & Wales) applies to complaints about, and takedown requests concerning, illegal content on the platform. It defines the channels through which such reports are received, the immediate action taken on receipt, the seven (7) day resolution service level, the escalation path within the organisation, and the separate, expedited pathway for child sexual abuse material (CSAM).

The platform accepts no user-uploaded content of any kind. The only user input is text chat; all imagery and video is generated, curated and editorially reviewed in-house before publication. This policy therefore governs (a) user reports raised through the in-product report control, and (b) external takedown requests from third parties and rightsholders. It is consistent with the commitments set out in our Terms of Service (in particular Section 10.2) and our 2257 Compliance Statement.

2. Definitions

• Illegal content — any content that is unlawful under applicable law, including (without limitation) child sexual abuse material, non-consensual intimate content, content that infringes a third party's intellectual property rights, and content depicting a real, identifiable person in breach of our Terms of Service.
• Complaint — a report raised by a logged-in user through the in-product report control on any message, image or video.
• Takedown request — a request to remove or disable access to specific content, made by any party who is not a logged-in user, including any individual who believes content depicts them and any rightsholder claiming infringement.
• Resolution — the point at which the content concerned has been removed or confirmed compliant, the originating account has been actioned where appropriate, the outcome has been recorded in the audit trail, and (for external requests) the requesting party has been responded to.

3. Reporting channels

There are two routes by which an illegal-content report can reach us:

• In-product report control. Every message, image and video displayed in the product carries a report control. Users select one of five reasons: Inappropriate, Spam, Harassment, Illegal, or Other.
• External takedown route. Any party who is not a logged-in user — including any individual who believes content on the platform depicts them and any rightsholder claiming infringement — may submit a request to support@justhoney.ai. The prohibition on real-person depictions that underpins this route is set out in Section 10.2 of our Terms of Service and in our 2257 Compliance Statement.

4. Immediate action on receipt (triage)

Action on receipt depends on the route and the nature of the report:

1. In-product reports marked "Illegal" are removed automatically and immediately on submission, with no human delay, and are recorded as removed in the moderation queue. Human review then confirms the action and determines any further enforcement against the originating account.
2. External takedown requests that are reasonably substantiated trigger immediate provisional removal of the content concerned, pending investigation. Provisional removal is applied first and the substantive assessment follows within the SLA below.
3. Suspected CSAM is handled outside this standard process under the expedited pathway in Section 6. It is removed immediately, the account is banned, and the material is preserved and reported, regardless of the route by which it surfaced.

All other in-product reports (Inappropriate, Spam, Harassment, Other) enter the moderation queue with a Pending status for human review and are resolved within the same seven-day service level.

5. The seven-day resolution service level (SLA)

We target full resolution of every illegal-content complaint and takedown request within seven (7) days of receipt. The overwhelming majority are resolved within 24 hours; the seven-day figure is the outer commitment, not the expected turnaround.

The service level operates as follows:

• Acknowledgement. External takedown requests submitted to support@justhoney.ai are acknowledged promptly on receipt. In-product reports are confirmed to the reporting user through the product.
• Provisional protection first. Where content is reported as Illegal in-product it is already removed on submission; where an external request is reasonably substantiated the content is provisionally removed pending investigation. No complainant has to wait for the full investigation before the content is taken down.
• Investigation and decision. A reviewer assesses the content against the platform's prohibited-content policy and applicable law and records one of three outcomes — Approve (no action / content reinstated), Remove (content deleted), or Dismiss (not actionable) — with a mandatory resolution note. Where the outcome is Remove, the reviewer may simultaneously warn or ban the content owner in a single action.
• Closure within seven days. Resolution — including notifying the external requester of the outcome where applicable — is completed within seven days of receipt.

This seven-day resolution commitment complements the prohibition on real-person depictions and the CSAM reporting commitments set out in Section 10.2 of our Terms of Service and in our 2257 Compliance Statement.

6. Escalation procedures

Illegal-content matters follow a defined escalation path. Each tier has the authority to take protective action immediately; escalation never delays removal.

Tier 1 — Trust & Safety review (moderation queue). Reports are triaged and worked by the trust & safety / moderation function through the proprietary admin panel. Tier 1 handles provisional and final removal, account warnings, suspensions and bans, and records the resolution. The large majority of matters are resolved at this tier, typically within 24 hours.

Tier 2 — Trust & Safety / Compliance lead. A matter is escalated to the compliance lead where it: involves a credible allegation that content depicts a real, identifiable person; involves a substantiated rightsholder or intellectual-property claim; is legally complex or novel; is contested by the content owner; or cannot be resolved by Tier 1 within the seven-day window. The lead determines the final outcome, any platform-wide preventive action, and whether external notification or reporting is required.

Tier 3 — Director. Matters with legal, regulatory or reputational significance — including any contact with law enforcement, regulators, or our payment provider — are escalated to the Director, who is the accountable owner of this policy.

7. Roles and responsibilities

The Director (QUANTUMCAP LTD) is the accountable owner of this policy and the Tier 3 escalation point. The Trust & Safety / Compliance lead owns Tier 2 decisions, external notifications and authority reporting. The trust & safety / moderation team operates Tier 1: queue triage, removal, account enforcement and resolution notes. All staff acting on reports do so within the proprietary admin panel so that every action is attributable and logged.

8. Records and audit trail

Every report and every action taken on it is recorded in a dual-layer, append-only audit trail:

• an action-level log capturing the acting admin, action type, target user, target resource, a description, structured metadata, and a timestamp; and
• a content-level log capturing, for every flag, the source (user report, automated pattern trigger, or AI safety gate), the content owner, the reason category, the resolution outcome, the resolution note, the resolving admin, and timestamps for when the flag was raised and resolved.

Records arising from CSAM-category triggers are preserved for evidential purposes as described in Section 6. All records are retained and can be produced on request.

9. Governance and review

This policy is reviewed at least annually and on any material change to the platform, the moderation architecture, or applicable law. The Director approves all changes. Questions about this policy may be directed to support@justhoney.ai.