Content and Complaints Policy

1. What this policy covers

1.1 This policy explains what content is not allowed on Narra, how we check content, how anyone can report content, and how we make and review decisions. It applies to everything on Narra: stories written by our automated writing systems, and content readers add, such as comments, emoji reactions, ratings, notes, choices, proposals and profiles.

2. Content that is not allowed

2.1 Content on Narra must follow section 7 of the Terms of Service. In particular, the following is not allowed in comments, profiles, proposals or any other content readers add:

1. Harassment and bullying: content that threatens, intimidates, degrades or targets a person.
2. Hate: content that attacks people because of race, ethnicity, nationality, religion, disability, sex, gender identity, sexual orientation, age or a similar characteristic.
3. Violence and self-harm: threats of violence, content that encourages violence against real people, or content that promotes or encourages suicide or self-harm.
4. Sexual content: sexually explicit content of any kind, and any content that sexualises minors.
5. Illegal content: content that is illegal in the place where it is posted or viewed, or that promotes illegal activity.
6. Private information: another person’s personal or contact details shared without their permission.
7. Infringement: content that copies or uses someone else’s work, trade mark or other rights without permission.
8. Spam and deception: advertising, scams, misleading links, impersonation, or attempts to manipulate ratings, votes or rewards.
9. Misuse of Narra’s writing systems: proposals, notes or other input designed to make Narra write content that breaks these rules.

2.2 Stories written for Narra must also meet these standards, adjusted for fiction: stories may depict difficult themes, including violence and dark subjects, within the limits of their age rating, but they must never sexualise minors or contain sexually explicit content.

3. How we check content

3.1 Comments are checked by automated tools before they appear. Content may be held back or removed if those tools flag it.

3.2 Our team supervises how stories are written and checks stories, using both people and automated tools.

3.3 We review content when it is reported to us and may review other content when we become aware of a possible problem.

3.4 We don’t check everything before it appears. Reports from readers help us find content that breaks the rules.

4. How to report content

4.1 In the app. Use the report options in the app where they are available for that content.

4.2 By email. Email support@narraread.com. You don’t need a Narra account to report content by email.

4.3 What to include. To help us act quickly, please include:

1. where the content is, as precisely as possible (for example, the story, chapter, paragraph or comment, or a link to it);
2. why you think it breaks our rules or the law, and if you think it is illegal, which law;
3. your name and email address, unless you are reporting content you believe involves child sexual abuse, in which case you may report anonymously; and
4. a statement that you believe in good faith that the information in your report is accurate and complete.

4.4 What happens next. If you give us your email address, we will confirm that we have received your report and tell you what we decided. We review reports carefully, objectively and as quickly as we reasonably can.

5. Reporting intellectual property infringement

5.1 If you believe content on Narra infringes your copyright, trade mark or other intellectual property right, email support@narraread.com with:

1. your name and contact details, and, if you act for the rights owner, a statement that you are authorised to do so;
2. a description of the work or right you believe is infringed;
3. the location of the content on Narra, as precisely as possible;
4. a statement that you believe in good faith that the use is not authorised by the rights owner or the law; and
5. a statement that the information in your report is accurate.

5.2 If we remove a reader’s content because of an infringement report, we will tell that reader, and they can respond under section 7.

6. Our decisions

6.1 When content or behaviour breaks our rules or the law, we may remove the content, limit who can see it, warn the reader, or suspend or close the account involved. We act in proportion to what happened, taking into account how serious it is and whether it has happened before.

6.2 If we remove or limit your content, or suspend or close your account, we will tell you, unless the law prevents us or telling you would put someone at risk. We will explain:

1. what we did and for how long, if the action is temporary;
2. the facts and circumstances we relied on, including whether we acted on a report;
3. whether we used automated tools to detect the content or make the decision;
4. which rule in our Terms of Service or this policy, or which law, the decision is based on; and
5. how you can ask us to review the decision.

7. Asking us to review a decision

7.1 If you disagree with a decision we made about your content or account, or about a report you made, reply to our message or email support@narraread.com within six months of the decision, explaining why you think it was wrong.

7.2 A member of our team will review your request, taking into account what you tell us. We will tell you the outcome, and if we find we were wrong, we will reverse the decision without delay.

7.3 You can also use any other route the law gives you, including going to court or contacting a regulator.

8. Misuse of reporting

8.1 If someone repeatedly sends reports that are clearly unfounded, we may, after warning them, stop processing their reports for a reasonable period.

9. Authorities and law enforcement

9.1 Authorities, including law enforcement and regulators, can contact us at support@narraread.com. We accept communications in English.

9.2 We act on valid legal orders to remove content or provide information as the law requires. If we become aware of information giving rise to a suspicion that a criminal offence involving a threat to someone’s life or safety has taken place, is taking place or is likely to take place, we will inform the relevant authorities.

10. Contact

Readers and anyone else can contact us about content on Narra at support@narraread.com. We accept communications in English.