Abuse & Appeals
This Abuse & Appeal Policy explains how hoaxeye handles reports of misuse, false detections, and requests for review of enforcement actions.
1. Reporting Abuse
If you believe someone is misusing the hoaxeye platform, submitting fraudulent data, or violating our Terms of Service or Acceptable Use Policy, you can report it to our dedicated abuse contact:
When reporting abuse, please include:
- A clear description of the issue (what happened, where, when)
- Any relevant identifiers (server ID, workspace, account, timestamps)
- Supporting evidence if available (logs, screenshots, links)
- A statement of good faith (your belief that the information is accurate and complete) and — if you act on behalf of a rights holder or authority — proof of authorisation
- Contact details for follow-up (so we can confirm receipt and request clarifications)
DSA notice-and-action (Art. 16 Regulation (EU) 2022/2065). Reports that comply with the structure above are treated as a qualified notice within the meaning of Art. 16 DSA. We confirm receipt without undue delay and process notices in a non-arbitrary, objective and diligent manner. Where the reporter has provided an electronic contact, we notify the reporter of the decision and the available redress options (including this internal appeal process and out-of-court dispute resolution under Art. 21 DSA, where applicable).
2. Appeal Process
If you believe an enforcement action, detection, ban, or restriction was applied incorrectly, you may submit an appeal.
To submit an appeal, contact: [email protected]
Your appeal should include:
- Your account or server identifier
- A clear description of why you believe the action was incorrect
- Any supporting evidence or context
3. Review Process
We will review appeals in good faith. However, please note:
- Not all appeals will result in reversal of the action
- Review timelines depend on complexity and volume
- We are not obligated to disclose internal detection mechanisms, thresholds, scoring logic, or intelligence sources
- Our decision after review is final in most cases
Statement of reasons (Art. 17 DSA). Where we restrict the visibility of content, suspend or terminate access, or otherwise take an enforcement action against a recipient of the Services on the basis of allegedly illegal or policy-infringing content, we provide the affected recipient with a clear and specific statement of reasons, to the extent we have the necessary contact information. The statement covers the nature of the restriction, the facts relied on, the category of legal or contractual basis, and the available redress channels (this internal appeal + out-of-court dispute resolution under Art. 21 DSA + judicial remedy).
Out-of-court dispute resolution (Art. 21 DSA). Without prejudice to your right to bring the dispute before a court, you may select a certified out-of-court dispute-resolution body listed by the competent Digital Services Coordinator. We cooperate in good faith with certified bodies. Reference to § 36 VSBG (participation in consumer arbitration) remains governed by our Terms of Service and the Legal Notice.
4. False Positives
No anti-cheat or detection platform is perfect. If you believe a detection was a false positive, we encourage you to report it. We use such reports to continuously improve our detection accuracy and reduce false positives.
Resource-scan and exploit-risk findings. Findings produced by our heuristic resource-code analysis, by the static signature-catalog family (signature.*) or by the server-telemetry exploit-risk score are advisory signals only; hoaxeye does not take any enforcement action solely on the basis of such findings (see Section 10a of the Terms of Service). Where an operator (Customer) has acted on a finding (e.g. disabled a resource, kicked or banned a player), the appeal is in the first instance addressed to that operator as the controller of the decision. hoaxeye supports such appeals as processor and will, on operator request, re-evaluate the underlying finding and document the result. For signature-family disputes, the original snippet stays on the operator's server; only the opaque pattern identifier and snippet hash are visible to hoaxeye, which we will share with the operator on request to support the appeal.
5. Retaliation
We do not tolerate retaliation against users who report abuse or submit legitimate appeals in good faith.
6. Limitations
This policy describes our voluntary appeal process for enforcement actions under our Terms of Service and Acceptable Use Policy. It does not create a contractual right to a specific outcome.
Statutory rights remain unaffected, in particular:
- your rights under Art. 22 para. 3 GDPR if you are subject to a solely automated decision that produces legal effects or similarly significantly affects you — including the right to obtain human intervention, to express your point of view, to receive a meaningful explanation of the decision and to contest it (see Section 6b of our Privacy Policy);
- your data-subject rights under Chapter III GDPR (access, rectification, erasure, restriction, objection, portability);
- your right to lodge a complaint with a supervisory authority under Art. 77 GDPR.
Requests based on these statutory rights are handled on their own timeline and are not limited by this appeal process.
7. Contact
Abuse reports (DSA Art. 16 notice-and-action):
[email protected]
Appeals and general follow-up:
[email protected]