Notice-and-Takedown and Complaints Policy

In force from Mon, Oct 26, 2026. Last updated Mon, Oct 26, 2026.

This says how to report a problem, what we do next and how to appeal. It covers illegal or unsafe items, copied work, orders from the government and other complaints.

1. How to report

Tap Report on any item, video, profile, chat, message or rating. You need to be signed in.
Or write to help@zellany.com and put "Report" in the subject. You do not need an account to write to us.
Every report gets a ticket number. Keep it.
We do not tell the person you reported who you are. For copyright and brand notices, we may share your notice with the seller so they can answer it.

2. What a notice should say

What is wrong, and where (the item link or number).
Which rule or law it breaks.
Your name and how to reach you.

For a copyright or brand notice (intellectual property), also give:

What you own, such as the work, brand or design.
Proof that you own it, or that you act for the owner.
A statement that you believe in good faith that the post is not allowed.
Your typed name as a signature.

3. What we do

Kind of report	What we do	How fast
Illegal or dangerous item	Hide at once, review, remove, block reposts	As fast as we can. We aim to look within 24 hours
Child sexual abuse material	Remove or block it, and report it to the Department of Justice	Removed within 24 hours of notice. Reported within 3 days
Copied work or fake goods	Hide or remove after a valid notice. Tell the seller	We aim to act within 3 days of a complete notice
Order from a government body	Follow the order	By the date in the order
Other rule breaks	A person reviews	We aim to look within 3 days
A complaint about a deal or about us	A person answers	We aim to answer within 7 days

These are our aims. Busy days can be slower, and a report about a child's safety always goes first.

4. Counter-notice

If we hid your item after a copyright or brand notice and you think that is wrong, send a counter-notice within 10 days. Give your name, the item, why you may sell it and your typed name as a signature. We pass it to the person who complained. If they take no further step within 10 days, we may put the item back. Knowingly false notices and counter-notices can lead to a closed account.

5. Orders from the government

The DTI and other bodies can order us to remove items such as drugs, explosives, protected animals and fakes, and to block reposts. We follow valid orders and block reposts of the same item.
Send orders to help@zellany.com and put "Government order" in the subject. See the Law-Enforcement Request Process.
We check that an order is real before we act.

6. Repeat offenders

A first confirmed break usually gets a warning, and the item is removed.
Repeated confirmed breaks lead to a closed account. We decide case by case.
Very serious breaks (child abuse material, weapons, drugs, scams that cost people money) can mean closing the account at once.
We block new accounts made to get round a ban, and reposts of removed items.

7. Appeals

You can appeal any decision about your item, account or rating. Open My items and tap Appeal, or write to help@zellany.com with your ticket number, within 30 days of our decision.
A person looks again, a different team member where we can. We answer in writing, with a reason. We aim to answer within 7 days.
If we were wrong, we put things back.

8. The 7-day aim

We aim to give every complaint a real answer within 7 calendar days. If you have no answer by then, you may take your complaint further, for example to the Department of Trade and Industry (DTI).

9. Child sexual abuse material

We have zero tolerance. We remove or block it within 24 hours of a notice and report it to the Department of Justice within 3 days. See the Child-Safety Policy.

Laws behind this policy: Internet Transactions Act (RA 11967) Secs. 15, 16, 24, 26, 27; DTI Memorandum Circular 2025-04; E-Commerce Act (RA 8792) Sec. 30; RA 11930 Sec. 9; Intellectual Property Code (RA 8293).