Moderation & Complaints Policy

This Moderation & Complaints Policy explains how NAVIA reviews complaints, moderates content and conduct, restricts accounts and handles appeals. It applies together with the Terms of Service, Community Guidelines, Privacy Policy and other NAVIA documents.

NAVIA may moderate profiles, photos, descriptions, questionnaire answers, faith/denomination fields, messages, complaints, user behaviour, payment-related abuse, safety reports and other content or conduct connected with the service.

Moderation may be based on violations of the Terms of Service, Community Guidelines, law, third-party rights, payment rules, safety requirements, fraud indicators, complaints, technical abuse or risk to users or NAVIA.

Users may submit complaints about profiles, messages, behaviour, fraud, harassment, suspicious activity, safety concerns or other violations through available tools or support channels. The complaint should include enough information for NAVIA to understand and review the issue.

NAVIA may review the complaint, the reported content, related account history, relevant messages, payment information, technical logs, safety signals and other information reasonably necessary for the decision. NAVIA may decide to take no action, request more information, warn the user, remove content, restrict features, suspend or delete an account, or apply another appropriate measure.

NAVIA does not plan to constantly read all private messages manually. However, authorised moderators or personnel may access relevant private messages when a complaint, dispute, suspected violation, safety risk, fraud, legal request or technical issue requires review. Access should be limited to information reasonably necessary for complaint handling, safety, legal compliance and protection of NAVIA and users.

NAVIA may apply one or more measures:

• warning or educational notice;
• request to edit or remove content;
• hiding or deletion of content;
• temporary restriction of features;
• suspension of the account;
• permanent blocking or account deletion;
• restriction of Paid Features;
• reporting to authorities where legally required or necessary.

Where NAVIA believes there is an immediate risk to users, the service, payment security or legal compliance, NAVIA may take urgent measures before completing a full review.

Repeated, intentional, fraudulent, dangerous or severe violations may result in permanent account removal and refusal to provide future access. Creating another account to bypass restrictions is prohibited.

Where required by law or made available by NAVIA, the affected user may appeal a moderation decision or request additional review. NAVIA may uphold, amend or reverse the decision based on available information, applicable rules and legal requirements.

Users must not file false, malicious, abusive or repeated complaints for harassment, revenge, pressure or manipulation. Abuse of the complaint system may itself lead to moderation measures.

Purchase of Paid Features does not protect an account from moderation. NAVIA may restrict or remove access to Paid Features where the account violates rules, law, safety requirements or payment terms, subject to mandatory consumer rights and the Refund Policy.

NAVIA may keep moderation records, complaint history, evidence, decisions and appeal records for safety, legal compliance, dispute resolution, fraud prevention and enforcement of rules. Processing of personal data in moderation is described in the Privacy Policy.

At the current stage, NAVIA does not plan automatic AI moderation as the primary decision mechanism. If automated moderation or AI-assisted moderation is introduced later, NAVIA may update this Policy and related notices.

NAVIA may update this Policy to reflect legal requirements, product changes, app-store rules, safety practices or moderation processes.

Moderation and complaint questions may be sent to info@navia.land. Legal questions may be sent to office@navia.land.