Digital Services Act

1. Single point of contact

Mindfuse B.V. has one point of contact, both for authorities of the EU member states, the European Commission and the European Board for Digital Services (Article 11), and for users of the service (Article 12):

• Email: info@mindfuse.io
• Languages: English and Dutch
• Post: Mindfuse B.V., Noordersingel 177, 2651 LJ Berkel en Rodenrijs, the Netherlands

Authorities, please put "DSA" and your authority's name in the subject line. Users can write to the same address. Emails to this address are read and answered by a person, not an automated system.

2. How to report illegal content

Mindfuse is a one-to-one voice app. There are two ways to tell us about illegal content or behaviour:

• In the app: use the Report button for the person you spoke to. This tells us which conversation you mean. You can also block that person, so you are not matched with them again.
• By email: write to info@mindfuse.io. You do not need a Mindfuse account to do this.

In an email, please explain why you believe the content is illegal, say where and when it happened (for example the date, time and time zone of a call, or the web address of a page), and give your name and email address. You may leave out your name if you are reporting child sexual abuse material. Please also confirm that you believe the report is accurate and complete.

Calls on Mindfuse are not recorded, so we cannot listen back to a conversation. We decide based on the report, the account's history and other reports about it.

If anyone is in immediate danger, contact your local emergency number first.

3. How moderation works

• Mindfuse is for adults only. Everyone signs up with a phone number that is verified with a code sent by text message, and must enter a date of birth showing they are 18 or older.
• Reports made in the app are handled by an automated moderation system that uses AI, with the most serious reports handled first. It decides based on the report category, the reporter's own words, facts about the match (for example that the call really happened and how long it lasted) and the account's history. It never hears a conversation, because calls are not recorded.
• The system can warn an account, pause it from matching, or ban it permanently, without a person approving each decision first. For the most serious categories (sexual content, threats or extremism, and reports that someone is under 18), a permanent ban can follow without an earlier pause, but only when at least two separate people who we can confirm actually spoke with that person report it and a second, independent automated review confirms it. In all other cases a permanent ban only follows an earlier suspension. A ban applies to the phone number, so a new account with the same number is blocked too. Reports that someone is under 18 are handled first: when at least two separate people report it, the account is paused at once to protect others. One report on its own never pauses or bans anyone.
• Every decision is logged with the reason for it. A person checks the decisions afterwards and can reverse any of them. Reports sent by email are handled by a person.
• Depending on how serious a breach is, we may warn, suspend or permanently ban an account. Child sexual abuse and exploitation leads to immediate, permanent removal; see our child safety page.
• Moderation is aimed at abuse and illegal content, not at opinions. The rules are in our Community Guidelines and sections 5 and 6 of our Terms.

4. If you disagree with a decision

If we acted against your account or did not act on your report and you think we got it wrong, email info@mindfuse.io and explain why. A person, not the automated system, will look at it again. You can also appeal in the app; an in-app appeal may get a first answer from the automated system, and you can always ask for a person by email. You can also go to the competent court or, in the Netherlands, to the Digital Services Coordinator (the Authority for Consumers and Markets, ACM).