AlpacaKeep1. What this page covers
Use this procedure for any of the following:
- Illegal content under the law of the EU, of any EU country, of the United Kingdom, of Australia or of New Zealand (fraud, threats, defamation, animal-welfare violations, prohibited transactions).
- Intellectual-property infringement - copyrighted photos used without permission, misused trademarks, breed-club logos applied without authorisation.
- Materially false claims in a sale listing - for example about registration status, age, health, or pedigree.
- Other breaches of our Acceptable Use Policy or Terms of Service.
2. How to send a notice
Email report@alpacakeep.com with a subject line that names the issue, e.g. "Copyright infringement - /sale/foo-bar". This email channel is our official notice-and-action mechanism under DSA Art. 16. It is also our designated contact under DSA Arts. 11 (authorities) and 12 (users).
3. What to include in a notice
- Your name and a contact email - so we can acknowledge and follow up. You may leave these out if your report concerns child sexual abuse material: Article 16(2)(c) of the Digital Services Act does not require you to identify yourself for the offences referred to in Articles 3 to 7 of Directive 2011/93/EU.
- The exact URL of the content (or a screenshot if it is no longer reachable).
- Which category from §1 applies, in your view.
- A sufficiently substantiated explanation of why you consider the content illegal, infringing, or in breach of our rules.
- A good-faith statement that the information and allegations in the notice are accurate and complete.
4. Additional requirements for IP claims
- Identification of the work or trademark - a link to the original where possible, or the trademark registration number.
- Confirmation that you are the rights-holder, or are duly authorised to act on the rights-holder's behalf.
- Your name, in place of a signature - we do not require a handwritten signature, and a notice containing the elements in section 3 is valid without one.
5. What happens next
We confirm receipt of every notice by email without undue delay - normally within one working day, and in any event within seven calendar days. We then review every report manually - AlpacaKeep does not use automated content moderation. Depending on what we find, we may ask the seller to correct it by a deadline, take the content concerned offline, pause all of the farm’s public pages, or - for unfounded reports - take no action.
We handle reports of content that threatens anyone’s life or safety, or that is manifestly illegal, the same day. We notify you of our decision without undue delay, together with information on how to challenge it, and aim to decide other reports within thirty calendar days. Reviews are conducted in English and Italian; notices in other languages are accepted but may take longer.
If you are in the United Kingdom, the Online Safety Act 2023 applies as well. If an intimate image of you has been shared without your consent, or you act for the person shown, say so in your report: we take it offline as soon as we reasonably can, and no later than 48 hours after your report. You can also write to the same address if you think a report was handled wrongly or that we are not meeting our duties under that Act, including our duties to respect freedom of expression and privacy. The details are in our Terms of Service, section 14.
If you are in Australia, you can also complain to the eSafety Commissioner at esafety.gov.au, for example about an intimate image shared without consent. If you are in New Zealand and your report is about a harmful digital communication, we handle it as our Terms of Service, section 14, describe.
6. If we restrict your content or account
If we restrict the visibility of content you posted, take it offline, pause your farm’s public pages, or suspend or terminate your account, we send you a statement of reasons at the time we act, as Article 17 of Regulation (EU) 2022/2065 requires. It sets out which measure we applied and, where relevant, its territorial scope and duration; the facts and circumstances we relied on, including whether we acted on a report; whether any automated means were used (at present we use none); the legal ground where we treated the content as illegal, or the contractual ground where we treated it as incompatible with our Terms of Service or Acceptable Use Policy; and how to challenge the decision. To dispute it, reply to that email within six months with the URL of the affected content, why you believe the action was wrong, and any supporting evidence. We will reconsider and reply within thirty days, and if the action was wrong we reverse it without delay. You may also lodge a complaint about us, under Article 53 of the Digital Services Act, with the Digital Services Coordinator of the EU member state where you are located or established; for Italy that is AGCOM, the coordinator of our member state of establishment. AlpacaKeep is a micro enterprise, so the internal complaint-handling system in Article 20 and the out-of-court dispute settlement mechanism in Article 21 do not apply to us (Article 19); the review by reply described here is how we reconsider a decision. Nothing here affects your right to go to court.
7. Other channels
Security vulnerability - use security@alpacakeep.com.
Data-protection request (GDPR Arts. 15 to 22) - use privacy@alpacakeep.com.
General questions - use contact@alpacakeep.com.