Trust and Safety Policy

Our Trust and Safety Mission

Upmos exists to make commerce trustworthy between independent sellers and consumers. This Trust and Safety Policy describes the framework we use to keep the marketplace honest, defend against fraud, protect minors and vulnerable users, and respond to abuse. It complements our other policies — including the Acceptable Use Policy, the Prohibited & Restricted Products Policy, the IP Protection & Anti-Counterfeiting Policy, and the DMCA Policy — and is the umbrella under which all of those operate.

Trust and Safety Council

Day-to-day operation of our Trust and Safety program is the responsibility of the Upmos Trust and Safety Council, comprising the Chief Trust & Safety Officer, the General Counsel, the Chief Information Security Officer, and the Head of Marketplace Operations. The Council reports quarterly to the Board of Directors and publishes an annual Transparency Report at /transparency-report/.

Categories of Harm We Prevent

We identify, prevent, and respond to the following categories of harm:

• Fraud — payment fraud, account takeover, friendly fraud, gift-card and rewards arbitrage, refund abuse;
• Counterfeit and pirated goods — see IP Protection Policy;
• Unsafe and recalled products — see Product Safety Policy;
• Prohibited and restricted items — see Prohibited Products Policy;
• Review and feedback manipulation — see Review Integrity Policy;
• Hate speech, harassment, threats, and bullying — in product descriptions, reviews, vendor profiles, and messaging;
• Adult content made available to minors;
• CSAM (Child Sexual Abuse Material) — zero tolerance, immediate referral to NCMEC and law enforcement;
• Self-harm, suicide, and dangerous activities — products and content that promote or facilitate;
• Terrorism, violent extremism, and incitement;
• Sanctions evasion — see Sanctions Policy;
• Money laundering — see AML/KYC Policy;
• Privacy violations — doxing, non-consensual intimate imagery, biometric misuse.

Detection Methods

We detect potential harm using a combination of:

• Automated rule-based systems applied at sign-up, listing, checkout, payout, and other key moments;
• Machine-learning detection systems trained on labeled abuse patterns;
• Industry feeds and threat-intelligence sharing (e.g., Tech Coalition for CSAM, GIFCT for violent extremism);
• User reports via the in-product Report link, abuse@upmos.com, and the toll-free hotline;
• Government and trusted-flagger notices;
• Internal audits and periodic red-team exercises.

Graduated Enforcement

Enforcement is graduated based on severity, intent, recurrence, and impact. Typical responses include:

1. Educational notice — first-time, low-severity policy violation;
2. Content removal — offending listing/review removed; vendor notified;
3. Account warning — formal warning logged; impacts buy-box and search ranking;
4. Temporary suspension — selling privileges or buyer privileges suspended for a defined period;
5. Funds hold — pending payouts held in escrow pending investigation;
6. Permanent termination — for severe or repeated violations;
7. Referral to law enforcement — for CSAM, threats of violence, terrorism, fraud, IP theft.

Special Protections — Minors and Vulnerable Users

Upmos provides additional protections for users under 18 and for vulnerable populations:

• Account creation by users under 13 is not permitted (see COPPA Policy);
• Restricted-category items (alcohol, tobacco, vapes, firearms accessories, adult content) require age-verified accounts;
• Marketing personalization is disabled for users known or reasonably believed to be under 16;
• The “Customer Friction Mode” — slower-paced flows, additional confirmations, and accessible support — is automatically enabled for users with accessibility settings indicating cognitive support needs.

CSAM Reporting

Upmos has zero tolerance for child sexual abuse material. Any image, video, or content depicting or promoting the sexual exploitation of a minor will be:

1. Immediately removed and the offending account permanently terminated;
2. Reported to the National Center for Missing & Exploited Children (NCMEC) CyberTipline at report.cybertip.org, as required by 18 U.S.C. § 2258A;
3. Reported to applicable law-enforcement agencies in the jurisdiction;
4. Preserved on a hash-only basis to support victim-identification efforts and to prevent re-uploading.

Upmos is a member of the Tech Coalition and exchanges hash-only indicators of known CSAM with industry partners under PhotoDNA and similar protocols.

Coordinated Inauthentic Behavior

We prohibit coordinated inauthentic behavior on the marketplace, including networks of fake accounts working together to manipulate ratings, search ranking, buy-box, or sponsored-ad performance. We investigate suspected networks holistically; enforcement actions taken against one account may extend to all related accounts (linked by payment method, IP, device, beneficial owner, or behavioral fingerprint).

User Reporting Channels

Anyone may report a Trust and Safety concern via:

• In-product Report link on every listing, review, vendor profile, and message;
• Email: abuse@upmos.com;
• Toll-free hotline: +1 (713) 555-0142;
• Anonymous Whistleblower portal at /whistleblower-policy/;
• Postal mail to the address below, marked “Attention: Trust & Safety.”

Reports are acknowledged within one (1) business day and investigated within ten (10) business days, with shorter SLAs for high-severity categories.

Appeals and Due Process

Every enforcement action is accompanied by notice to the affected user explaining the reason and any available appeal. Appeals are reviewed by a human reviewer who was not involved in the original decision and are completed within fourteen (14) days. Where appropriate, decisions are reversed and harm is remediated.

Transparency Reporting

Upmos publishes an annual Transparency Report covering the volume and nature of Trust & Safety enforcement actions, government and trusted-flagger requests, take-down notices, and CSAM reports submitted to NCMEC. The current and historical reports are available at /transparency-report/.

Contact

Email: abuse@upmos.com · trust-safety@upmos.com

How Can You Contact Us About This Policy?

If you have any further questions or comments or wish to report any problematic Content or Contribution, you may contact us by:

General Contact

• Phone: 1(855)637-2433 (Mon–Fri, 9 AM–5 PM CST)
• General Support: support@upmos.com
• Report Issue: upmos.com/report
• Send Feedback: upmos.com/feedback

Department Directory

Mailing Address

Upmos Inc.
9896 Bissonnet St
Houston, TX 77036
United States