Report Abuse Policy

1. Our Commitment

MapleMarket is committed to providing a safe and trustworthy marketplace for all users across Canada. We take all reports of abuse, fraud, harassment, and illegal activity seriously. This Report Abuse Policy explains what types of activity you can report, how to submit a report, and how we investigate and respond to reports.

We depend on our community to help us identify harmful content and behaviour. Your reports are essential to keeping the Platform safe, and we encourage you to report any activity that concerns you.

2. What You Can Report

Suspicious or Fraudulent Listings

Report listings that you believe are fraudulent, deceptive, or designed to scam users. This includes:

• Listings for items that do not exist or that the seller does not possess
• Listings with misleading descriptions, false claims about condition or features, or bait-and-switch tactics
• Listings using stolen photographs or images taken from other websites
• Listings offering prices that are unrealistically low (a common indicator of scams)
• Duplicate or spam listings posted repeatedly by the same user
• Listings that ask for advance payment, deposits, or fees before providing the item or service
• Fake rental listings for properties the poster does not own or control

Fraudulent or Suspicious Users

Report users who you believe are engaging in fraudulent or deceptive behaviour, including:

• Users who collect payment but never deliver the item
• Users who impersonate other people, businesses, or organizations
• Users operating under multiple fake accounts
• Users who request payment through unusual methods (wire transfers, gift cards, cryptocurrency) and refuse safer alternatives
• Users who send overpayments and ask for refunds of the difference
• Users who request personal financial information, government identification, or sensitive data

Harassment and Threatening Behaviour

Report any user who engages in harassment, threats, intimidation, or abusive behaviour, including:

• Sending threatening, abusive, or intimidating messages through the Platform's messaging system
• Stalking or persistently contacting a user after being asked to stop
• Using hateful, discriminatory, or derogatory language based on race, ethnicity, gender, sexual orientation, religion, disability, or any other protected characteristic
• Publishing another user's personal information without their consent (doxxing)
• Making threats of physical harm or violence
• Sexual harassment, including sending unsolicited sexual content or propositions

If you are in immediate danger or feel that your safety is threatened, contact your local police service or call 911 immediately.

Illegal Content

Report any listing or content that appears to involve illegal activity, including:

• Sale of illegal drugs, controlled substances, or drug paraphernalia
• Sale of prohibited weapons, firearms, ammunition, or explosives
• Stolen property or goods obtained through illegal means
• Counterfeit goods, forged documents, or fraudulent financial instruments
• Content that exploits or endangers minors in any way
• Services related to human trafficking, forced labour, or sexual exploitation
• Content promoting hatred, terrorism, or violence
• Sale of personal information, hacking tools, or surveillance equipment for illegal purposes

Intellectual Property Infringement

If you believe that a listing infringes your copyright, trademark, or other intellectual property rights, please refer to our Notice and Takedown Policy for detailed instructions on submitting a formal infringement notice.

3. How to Report

You can report abuse through the following methods:

Report Button on Listings

The fastest way to report a suspicious or policy-violating listing is to use the "Report this listing" button located on every listing page. You will be asked to select a report category and provide a brief description of your concern. This report is submitted directly to our moderation team.

Email

You can send a detailed report to support@maplemarketapp.com. Please include:

• The URL(s) of the listing(s) or the username of the user you are reporting
• A clear description of the issue and why you believe it violates our policies or the law
• Any supporting evidence, such as screenshots, message transcripts, or other documentation
• Your contact information so we can follow up if we need additional details

In-App Messaging Reports

If you receive a harassing, threatening, or fraudulent message through the Platform's messaging system, you can report the message directly within the conversation. This preserves the full message context for our moderation team.

4. What Happens After You Report

Step 1: Acknowledgment

We acknowledge all reports. For reports submitted via the listing report button, acknowledgment is automatic. For reports submitted by email, we will confirm receipt within two (2) business days.

Step 2: Initial Assessment

Our moderation team conducts an initial assessment to determine the severity and urgency of the report. Reports involving immediate safety risks, criminal activity, or content exploiting minors are classified as urgent and are escalated for immediate review.

Step 3: Investigation

Our team investigates the reported content or user. The investigation may include:

• Reviewing the reported listing, user profile, and associated content
• Examining the reported user's account history and activity patterns
• Cross-referencing the report with other reports received about the same user or listing
• Reviewing message logs, where relevant to the investigation and in accordance with our Privacy Policy
• Consulting with legal counsel for complex matters involving potential legal violations

Step 4: Action

Based on the investigation, we will take appropriate action, which may include:

• No action (if the report does not substantiate a policy violation)
• Issuing a warning to the reported user
• Removing the reported listing or content
• Restricting the reported user's access to certain features
• Temporarily suspending the reported user's account
• Permanently terminating the reported user's account
• Referring the matter to Canadian law enforcement

Step 5: Follow-Up

Due to privacy considerations, we may not be able to disclose specific details about the actions taken against another user's account. However, we will confirm that your report was reviewed and that appropriate action was taken where a violation was found.

5. Investigation Timeline

We aim to investigate reports according to the following target timelines:

• Urgent reports (safety threats, criminal activity, minors): Within 24 hours
• Fraud and scam reports: Within 3 business days
• Harassment reports: Within 3 business days
• Prohibited items reports: Within 3 business days
• Other policy violations: Within 5 business days

These are target timelines and not guarantees. Complex investigations may require additional time. If your report involves an active safety concern, please also contact your local police service.

6. Cooperation with Law Enforcement

MapleMarket cooperates fully with Canadian law enforcement agencies in the investigation of criminal activity on the Platform. We may:

• Proactively report suspected criminal activity to law enforcement, including the RCMP, provincial police services, and local police services
• Immediately report any content that appears to involve the exploitation of minors to the Canadian Centre for Child Protection and relevant law enforcement
• Preserve and produce user data, account records, IP addresses, message logs, and other information in response to valid legal process (court orders, warrants, subpoenas)
• Assist law enforcement in the identification and apprehension of individuals suspected of criminal activity

If you are a law enforcement officer and require information related to a MapleMarket user or listing, please submit your request through official channels to support@maplemarketapp.com with appropriate legal documentation.

7. Protection for Reporters

We are committed to protecting users who report abuse in good faith:

• Confidentiality: The identity of the reporting user is kept confidential. We do not disclose who filed a report to the reported user, unless required by law or court order
• No Retaliation: We prohibit retaliation against users who file reports in good faith. If you experience retaliation after submitting a report, please notify us immediately, and we will take action against the retaliating user
• Anonymous Reporting: You may submit reports without providing your personal information. However, providing contact details allows us to follow up with you and obtain additional evidence, which improves the effectiveness of our investigation

8. False and Malicious Reports

We expect all reports to be submitted in good faith and based on genuine concerns. Submitting reports that are knowingly false, frivolous, or intended to harass another user is a violation of our Terms of Service and may result in:

• A warning to the reporting user
• Suspension or termination of the reporting user's account
• Potential legal liability for damages caused by false reports

9. External Reporting Resources

In addition to reporting on MapleMarket, you may also contact the following Canadian resources:

• Canadian Anti-Fraud Centre: Report fraud and scams at 1-888-495-8501 or online at antifraudcentre.ca
• Canadian Centre for Child Protection: Report child exploitation at cybertip.ca
• Office of the Privacy Commissioner of Canada: Report privacy violations at www.priv.gc.ca
• Local Police: For crimes in progress or immediate safety concerns, call 911. For non-urgent matters, contact your local police non-emergency number
• Competition Bureau of Canada: Report deceptive marketing practices at www.competitionbureau.gc.ca

10. Changes to This Policy

We may update this Report Abuse Policy from time to time. When we make changes, we will update the "Effective Date" at the top of this page. We encourage you to review this policy periodically.

11. Contact

If you have questions about this Report Abuse Policy or need assistance submitting a report, please contact us:

MapleMarket Inc.
Toronto, Ontario, Canada
Email: support@maplemarketapp.com