Reporting and enforcement
Last updated [Effective date]
How anyone can report an image that breaks our [Acceptable Use Policy](/legal/acceptable-use), what we do about it, what we tell the workspace that made it, and how to ask us to look again.
Report an image
Use the report form or write to [legal@your-domain]. You don't need an account. Tell us:
- the image's address (URL);
- which part of the policy you think it breaks;
- why, in a sentence or two, and your email address if you want to hear back.
How we review
A person reads every report. We aim to answer within 5 working days, and sooner for child safety and threats to someone's safety. We also find problems ourselves: some rows are checked before they are rendered, and a row that matches one of these checks is not rendered and costs nothing.
When we remove an image
- The image is taken offline at once. Its address, including any signed URL, shows "Image unavailable" from then on, and the same values cannot be rendered again.
- We keep a private copy for 210 days so that we can restore it if a review shows we were wrong.
- The credit it used is not refunded. Your template and data are not changed.
- We also clear copies from our content delivery network. Copies already saved in someone's browser or app can take a while to disappear.
- Copies already sent to Google Drive, an S3 bucket or Slack are outside our reach. Please delete them yourself.
Repeated breaks
Most problems are one-offs and end with a removal. When they keep happening in one workspace, within 90 days:
| Removals | What we do |
|---|---|
| The first | Remove the image and tell the workspace's owners. |
| The second | Also revoke the API keys that made the images, and re-sign the workspace's image URLs if signed URLs made them. |
| The third | Pause new images for the workspace: batches, the API and signed URLs stop until we have talked to you. |
| Child safety | Suspend the workspace at once and close the account. |
An image restored after a review doesn't count.
What we tell you
When we remove an image, every owner of the workspace gets an email and a notification, and the image shows as Removed on the Renders page. We tell you:
- which image, and when we removed it;
- the section of the policy it broke, for example Deceptive images;
- whether it came from a report or from our own review;
- what else happened, such as a revoked API key;
- how to ask for a review.
The API shows the same reason as a code, such as deceptive.
Ask for a review
If you think we got it wrong, choose Ask for a review on the image within 180 days, or reply to our email. Someone who did not make the first decision looks at it. If we were wrong, we restore the image and its address, and the removal stops counting against your workspace. Either way, we email you the outcome.
Copyright and trademark complaints
If an image uses your font, photo, logo or artwork without permission, report it and choose "Uses my font, photo, logo or artwork", or write to [legal@your-domain]. Tell us your contact details, the work you own, the image's address, and confirm that you believe in good faith the use is not allowed and that your notice is accurate. If we remove the image, the workspace can ask for a review, and we may pass your notice on to them. [US designated agent, if registered]