Content policy
In short. Loop is for real local shops and the people who live nearby. Posts must be honest, lawful and safe. Anyone can report a post, and we will look at it.
1. What this covers
This policy applies to everything shown in Loop: shop profiles, news, offers, events, loyalty cards, pictures, videos and sponsored posts. It forms part of the terms for customers and the terms for shops.
2. What is not allowed
You must not post or promote anything that:
- is illegal, or encourages or helps illegal activity (including illegal goods or services, fraud and scams);
- is false or misleading, such as made-up prices, "was/now" prices that were never charged, offers that are not honoured, fake reviews, or pretending to be someone else;
- is hateful, discriminatory, threatening, harassing or abusive, or that promotes violence or terrorism;
- is sexually explicit, or shows or exploits children in any way;
- promotes weapons, illegal drugs, tobacco or vaping to people who should not be sold them, or gambling or age-restricted goods without following the law that applies (including age checks);
- makes unsupported health, medical or financial claims;
- infringes someone else's copyright, trade mark, privacy or other rights, including photos, music in videos, or people shown without permission;
- contains personal information about other people, or malware or links to harmful sites;
- is spam, or a sponsored post that does not match the shop or its offer; or
- is for a business that is not a real shop or service located in or serving the United Kingdom.
Offers and events must be real and must be honoured as posted. A shop remains responsible for the law that applies to its goods and services.
3. How to report a post
In the app, open the menu (⋯) on a post and choose Report this post, then pick a reason. You can add a note. You may also email loop@custoo.co.uk with a link to the post. The shop is never told who reported its post. If something is a danger to someone's safety, or a crime, contact the police or the relevant authority first.
4. What we do with reports
We aim to review every report within two working days, and sooner for serious or illegal content. We look at the post and the report, and we may:
- take no action;
- remove the post;
- warn the shop, ask it to change the post, or limit its use of Loop; or
- suspend or close a shop or account, in serious or repeated cases.
The owner and managers of a shop can see which of their posts have open reports and what the reasons are (not who reported) and can edit or delete the post at any time. We may remove content, or act on an account, without warning where we think it is necessary to protect people or follow the law. We may keep records of what happened.
5. If you disagree
If we remove a post or act on an account and you think we got it wrong, email loop@custoo.co.uk within 30 days, say which post or account, and why. We will look again and tell you the outcome. This does not affect any rights you have in law.
6. Customers
You can also hide a post or hide a shop from the post menu or the shop page, so it stops reaching you, and you can bring a hidden shop back from Profile → Hidden shops.
7. Contact
loop@custoo.co.uk. See also Support.