Active Response Policy
How we receive, prioritise, and respond to requests, complaints, reports, content flags, and enquiries on OtakuOshi. Contact channels, committed response times, case-handling process, appeals, cooperation with authorities, and responsible vulnerability disclosure.
Our commitment to respond
OtakuOshi is a platform that prioritises the safety of its users, transparency in moderation, and prompt support for its community of creators and fans. This policy explains how we handle every case that reaches our official channels, from a general enquiry to an urgent report of unlawful content.
Every case receives a unique identifier, an acknowledgement of receipt through the channel it came in on, and follow-up until it is resolved. The response times we publish here are real commitments, not decorative estimates. If we anticipate a delay, we inform the user of the new estimated time frame before the original one expires.
Official contact channels
These are OtakuOshi’s only official channels for receiving requests, complaints, reports, and enquiries.
Contact form
The main channel for general enquiries, questions about the platform, information requests, and any non-urgent communication. Available from the contact page. Enquiries are automatically sorted by type and assigned to the appropriate team.
General support
hello@otakuoshi.com — for account problems, technical issues, questions about features, payment issues, and any operational enquiry. Also available through the help centre.
Complaints and reports
Complaints page and denuncias@otakuoshi.com — to report unlawful content, non-consensual content, plagiarism, impersonation, harassment, incorrect classification, deepfakes, content involving minors, abuse, and any policy violation. Also for DMCA reports (DMCA policy).
Privacy
privacidad@otakuoshi.com — to exercise the rights of access, rectification, erasure, objection, and portability of personal data. Also for questions about data processing, biometric verification, and any matter related to the privacy policy.
Cooperation with authorities
legal@otakuoshi.com — a dedicated channel for court orders, requests from authorities backed by a court order, law enforcement with valid documentation, and regulatory bodies. Law enforcement requests require a court order and the officer’s identification number.
Security vulnerabilities
seguridad@otakuoshi.com — to responsibly report technical vulnerabilities in the platform. Do not exploit or publicly disclose the vulnerability before we fix it. Responsible disclosure programme with acknowledgement within 72 hours.
Classification and response times (SLA)
We assign an initial priority to each case based on its severity and work to meet these time commitments. Time frames may vary depending on the complexity of the case; if we anticipate delays, we provide the new estimate before the original one expires.
Urgent priority — risk to minors or to physical safety, credible threats, child sexual abuse material (CSAM), active impersonation, doxxing, non-consensual distribution of intimate content, deepfakes. Acknowledgement: 0–6 hours. First actions (removal, suspension): 0–12 hours. Estimated resolution: 24–48 hours.
High priority — fraud, serious harassment, extortion, unauthorised charges, leaks of personal data, large-scale plagiarism, serious violations of the ethics policy. Acknowledgement: 24 hours. First actions: 24–48 hours. Estimated resolution: 3–5 days.
Medium priority — profile or content reports, incorrect classification, misleading content, account issues, payment issues, disputes between users. Acknowledgement: 48 hours. First actions: 2–3 days. Estimated resolution: 7 days.
Low priority — suggestions, general enquiries, information requests, feedback about the platform. Acknowledgement: 72 hours. First actions: 3–5 days. Estimated resolution: 14 days.
Case-handling process
Every case that reaches OtakuOshi goes through a standardised five-stage process:
1. Intake and acknowledgement: we confirm receipt of the case through the channel it came in on, with a unique identifier (case ID). The acknowledgement includes the assigned priority and the estimated response time.
2. Review and prioritisation: the appropriate team reviews the case, validates the evidence provided (screenshots, URLs, profile IDs, documentation), and adjusts the priority if necessary. In urgent cases, first actions are taken in parallel with the review.
3. Measures: depending on the severity and the applicable policies (terms of service, ethics policy, publishing principles), the corresponding measures are applied: a warning to the user, feature restrictions, content removal, temporary suspension, permanent account suspension, or referral to the authorities.
4. Follow-up: we keep the user informed with relevant updates until the case is closed. If the case requires more time than estimated, we notify the user of the new time frame.
5. Closure and feedback: we communicate the final decision, the measures taken, and, where appropriate, safety recommendations. The case is archived with all documentation for the transparency report.
Moderation and criteria
OtakuOshi combines automated systems with human review for content moderation. Automated systems act as the first line of detection (hashing of known images, text filters, pattern detection), but every decision that affects accounts or content is reviewed by people.
Moderation criteria are publicly documented in the ethics policy and the publishing principles. In short: we do not tolerate content that sexualises minors, harassment, impersonation, scams, non-consensual distribution of intimate content, deepfakes, hate speech, fraud, or conduct that puts the community at risk. Violations are classified as minor (warning + correction), serious (removal + formal warning), and very serious (immediate suspension).
A creator or fan affected by a moderation measure receives a notice stating the specific reason, the policy violated, the measure applied, and the appeal procedure.
Appeals
If you disagree with a moderation measure (content removal, account suspension, recategorisation), you may appeal within 20 calendar days of being notified of the decision.
To appeal, send an email to apelaciones@otakuoshi.com including the case ID, an explanation of why you believe the decision is incorrect, and any additional information or evidence supporting your position. A team other than the one that made the original decision will review your appeal.
Appeals are resolved within 10 working days of receipt. The appeal decision is communicated by email with the full reasoning. If the appeal is granted, the measure is reversed and the content or account is restored. If it is denied, the decision stands and the reasons are explained.
Cooperation with authorities
OtakuOshi cooperates with the competent authorities in the following cases: valid court orders, requests from law enforcement backed by a court order, cases involving an imminent risk to a person’s life or physical safety, and the detection or reporting of child sexual abuse material (CSAM), where cooperation with authorities and organisations such as NCMEC is mandatory.
Requirements for requests from authorities: law enforcement requests must be accompanied by a court order and the officer’s identification number. OtakuOshi requests the relevant documentation and logs every request for transparency purposes. We do not cooperate with out-of-court requests, law enforcement requests without a court order, or requests from private individuals seeking to obtain other users’ personal data.
Requests from authorities must be sent to legal@otakuoshi.com.
Transparency and case data
Public transparency: OtakuOshi posts notices in the help centre about incidents affecting many users (service outages, security breaches, policy changes). We prepare a periodic transparency report with aggregated data on reports received, response times, actions taken, and cooperation with authorities — without personal data.
Privacy of reported data: we process the data included in reports and complaints solely to handle the case, on the legal basis of legitimate interest and legal compliance. The rights of access, rectification, erasure, objection, and portability may be exercised by writing to privacidad@otakuoshi.com. Incident records are retained for 2 years unless a different legal obligation applies. For more information, see the privacy policy.
Responsible vulnerability disclosure
If you discover a security vulnerability in OtakuOshi (in the platform, the API, the payment gateway, or any infrastructure), we ask that you follow the responsible disclosure protocol:
Do not exploit it beyond what is necessary to confirm it exists. Do not disclose it publicly until we have had the opportunity to fix it. Email us at seguridad@otakuoshi.com describing the vulnerability, the steps to reproduce it, the potential impact, and your contact information.
We will acknowledge receipt within 72 hours and provide a remediation status within 7 days. We may offer public recognition (hall of fame, mention in the transparency report) where appropriate and with your consent. We will not take legal action against security researchers who act in good faith and follow this protocol.
Frequently asked questions about the active response policy
Answers to the most common questions about how we handle cases at OtakuOshi.
Urgent reports (risk to minors, non-consensual content, threats, impersonation, deepfakes) are acknowledged within 0–6 hours, with first actions (removal, suspension) within 0–12 hours and estimated resolution within 24–48 hours. They are the top priority.
You will receive an acknowledgement through the same channel you used to contact us, with a unique identifier (case ID), the assigned priority, and the estimated response time. If you do not receive an acknowledgement within the time frame for your type of case, write to hello@otakuoshi.com quoting your original message.
Yes. You have 20 calendar days from the notice to appeal by emailing apelaciones@otakuoshi.com with the case ID and your reasoning. A team other than the one that made the original decision reviews the appeal. Resolution time: 10 working days.
No. Law enforcement requests for personal data require a court order and the officer’s identification number. The only exceptions are an imminent risk to a person’s life or physical safety, or the detection of CSAM, where immediate cooperation with authorities and organisations such as NCMEC is required by law.
The more information you provide, the faster we can act. Include the URL of the content or profile, screenshots (with the date visible if possible), a description of the problem and, if applicable, your connection to the case (for example, if it is your image posted without consent). Screenshots and URLs are the most useful evidence.
Write to seguridad@otakuoshi.com describing the vulnerability, the steps to reproduce it, and the potential impact. Do not exploit it or disclose it publicly. We will acknowledge it within 72 hours and provide a remediation status within 7 days. We can offer public recognition if you wish.
Incident records are retained for 2 years unless a different legal obligation applies (for example, cases referred to the authorities). Data is processed in accordance with the privacy policy, and you can exercise your rights by writing to privacidad@otakuoshi.com.
Yes. OtakuOshi prepares a periodic transparency report with aggregated data: the number of reports received by type, response times, actions taken, and cooperation with authorities. The report contains no personal data and is published in the help centre.
It is updated as needed to improve processes or comply with regulatory changes. We keep a change log, and the date of the last revision always appears on this page. The version in effect is the one published here.
Last revision and effective date
This policy was last revised on 21 July 2025. Polaris Nexus LLC may update this policy to improve processes or comply with regulatory changes. A change log will be kept, and the version in effect will always be the one published on this page.
Need to report something or have questions?
Use the right channel for your enquiry. Every case receives a unique identifier and follow-up until it is resolved.