Content moderation and transparency

What it applies to

OnBio hosts the stores, products, courses, communities and messages published by creators, their teams, affiliates and community members. As a hosting service provider and online platform, VIUZI ESP, SL (OnBio) applies Regulation (EU) 2022/2065 on Digital Services (DSA). This policy explains how to report content, how OnBio decides, which measures it can take and how to appeal a decision. The rules on what can be published are in the prohibited products and content policy (onbio.es/en/legal/prohibited-products).

Points of contact

For authorities of the Member States, the European Commission and the European Board for Digital Services (article 11 DSA): legal@onbio.es. We deal with communications in Spanish and English. Orders to act against illegal content and orders to provide information under articles 9 and 10 are sent to that address. OnBio acknowledges receipt without delay and tells the authority how and when it carries them out.

For users (article 12 DSA): soporte@onbio.es and the contact form of the Help Center, in Spanish and English. A person always answers you; never an automated system alone.

OnBio is established in Spain and does not need to appoint a legal representative in the Union.

How to report content

Anyone, with or without an account, can report content they consider illegal or contrary to our policies. Each store, each product and each member area has the «Report illegal content» link, which opens a form with the address of the content already filled in. For a report to be processed, the form asks for the details that article 16 DSA requires:

• The category of the reported content, which you choose from the list in the form.
• An explanation of why it is illegal or contrary to our policies.
• The exact address of the content within OnBio.
• Your name and email, except in reports of child sexual abuse, where they are optional.
• Your statement that the report is accurate and complete and made in good faith.

When you send it you receive in your email, within a few minutes, an acknowledgement with a reference such as DEN-XXXXXXXX and a link to follow the case. If you report an infringement of your intellectual property rights, state which work is yours and how that can be checked.

Reports from trusted flaggers appointed by a Digital Services Coordinator are processed with priority (article 22 DSA). To prevent abuse, each IP address and each email can send at most five reports per hour.

How OnBio decides

Reports about the same content are grouped into one case. A person on the OnBio team reviews each case diligently, objectively and in a non-arbitrary way. OnBio does not use automated systems to detect content or to decide on it. The target is to decide within seven calendar days at most. Cases of child sexual abuse and those that pose a risk to people’s life or safety go to the top of the queue.

While reviewing a case, OnBio may ask the affected creator for information. The creator sees it in their panel and in their email and can answer once before the decision.

Possible measures

The measure is always proportionate to the seriousness of the case, its repetition and the harm it may cause to buyers or third parties. OnBio may decide one or more of these measures:

• Taking no action, if the content is neither illegal nor contrary to the policies.
• Removing the reported content or disabling access to it.
• Withdrawing a product, with an automatic refund to all its buyers.
• Blocking the creator’s new sales, without cutting the access of those who already bought.
• Suspending or terminating the account, with the notice set in the creator terms except in serious cases.

Every decision that restricts content or an account comes with a statement of reasons (article 17 DSA) that states the measure with its scope and duration, the facts and circumstances, whether the decision came from a report or from OnBio’s own initiative, that no automated means were used, the legal rule or the clause of our policies applied and the ways to appeal. The creator receives it by email and sees it in their panel. The reporter receives the decision with their ways to appeal.

Appeals against a decision

The affected creator and the reporter can appeal against the decision for six months from when they were notified, free of charge and electronically: the creator from the page of the case in their panel and the reporter from the tracking link of their report (article 20 DSA). The appeal is decided by a person other than the one who took the decision. If the appeal succeeds, OnBio reverses the measure without delay; refunds already made to buyers are not undone.

If you disagree with the answer, you can go to an out-of-court dispute settlement body certified under article 21 DSA. The European Commission publishes the list on its website (digital-strategy.ec.europa.eu). OnBio will take part in the procedure in good faith. You can always go to the courts and file a complaint with the Digital Services Coordinator of the country where you live.

Misuse

If an account frequently publishes manifestly illegal content, OnBio may suspend it for a reasonable period after a warning (article 23 DSA). If a person frequently sends manifestly unfounded reports or appeals, OnBio may stop processing theirs for a reasonable period, with a prior warning. Each case is assessed by its number of incidents, its seriousness and the intention of whoever causes them.

Crimes and terrorist content

If OnBio becomes aware of information giving rise to a suspicion that a crime threatening people’s life or safety has taken place, is taking place or is likely to take place, it informs the competent authorities immediately (article 18 DSA). Child sexual abuse material is removed immediately and reported to the authorities.

OnBio does not allow terrorist content. If it receives a removal order under Regulation (EU) 2021/784, it removes the content or disables access to it in every Member State within one hour.

Platform design and advertising

OnBio has no marketplace or system that recommends content to users: each store is visited through its link and its creator decides the order of its products. OnBio’s interfaces are not designed to deceive or manipulate users (article 25 DSA): rejecting cookies, cancelling a subscription or requesting a refund takes as much effort as accepting, subscribing or buying. OnBio does not show third-party ads in its interfaces or build profiles to show advertising, including to minors (articles 26 and 28 DSA). Creators can only activate advertising pixels in their stores with each visitor’s consent.

Traders

OnBio collects and checks the details of each creator who sells on OnBio before their first sale (article 30 DSA) and shows them in the «Who sells» block of their store. If OnBio learns that an illegal product has been sold in the last six months, it informs its buyers of the illegality, the identity of the creator and their means of redress, as article 32 DSA requires. Those buyers receive the full refund of the withdrawal.

Transparency

VIUZI ESP, SL is a micro or small enterprise under Recommendation 2003/361/EC, so it is exempt from publishing the transparency reports of article 15 DSA and the recipient figures of article 24. OnBio applies to all its users the internal complaint-handling system of article 20 and the traceability of traders of article 30. It gives the Digital Services Coordinator the information it requests about its size and activity. If it stops being a small enterprise, it will publish the reports on this page.