Content moderation policy

Covers user-generated content: practitioner profiles/descriptions, client reviews, platform messages, AI Concierge queries.

Every practitioner bio and every review goes through an automatic check against the HWG banlist ("cures", "100% effective", guarantee claims, etc.). If detected the system blocks save and suggests a rewrite.

Implementation: src/lib/validation/hwg-banlist.ts.

"Report" button on every page. Categories: HWG, harassment, spam, fraud, copyright, other.

Time-to-response (operational target, not a contractual commitment): initial response typically within 1 business day; investigation and decision typically within 7 business days.

No action / edit request (24–48h) / hide / delete / account sanction (warning, suspension, permanent ban) — depending on severity and history.

Appeal within 14 days via dashboard panel or email (info@realhealers.com). Reasoning + additional evidence required. Reviewed within 30 days. Platform-final — court remedies remain available.

Annual transparency report (first planned Q1 2027) with report counts per category, actions taken, response times, appeals and outcomes, government takedown orders.

The AI Concierge suggests practitioners; every reply carries a disclaimer that it doesn't replace medical advice. No diagnoses. Logs kept 30 days for guardrail tuning, then deleted.

Terror content, CSAM, copyright violations, hate speech under criminal law — immediate removal and report to authorities (PL prosecutor, DE Polizei, CH BFP). Notice-and-action procedure per DSA.