01What you can report
Anyone can tell us about content on ParcelMood that they believe is illegal or breaks our Terms. You do not need an account. This covers:
- rating cards, including a card's title, its criteria and its picture;
- photos a buyer takes of what arrived and adds to their page (MINE photos), and the story films made from them;
- friend pages and what they show;
- store content on tracking and friend pages: logos, product photos, product names, texts, gift and discount messages;
- anything else published on parcelmood.ai.
Typical reasons are copyright or trademark infringement, a photo of you or your personal data used without permission, harassment, hate or threats, and content that is illegal under EU law or the law of an EU country.
Questions about an order, a delivery or a refund belong to the store that sold it; we cannot decide them.
02How to report
Use the form at the end of this page, or the Report link at the bottom of any tracking, friend or card page, which fills in the page for you. You can also write to legal@parcelmood.ai. A report is most useful, and is a complete notice under Article 16 of the Digital Services Act, when it includes:
- where the content is: the page link, or the page you opened the form from;
- why you believe it is illegal or breaks the Terms, explained well enough for us to assess it;
- your name and email address;
- a statement that you believe in good faith that the report is accurate and complete.
For content concerning the sexual abuse or exploitation of a child you may report without giving your name or email. If someone's life or safety is at risk, call the emergency number 112 first.
03What happens after you report
- We confirm receipt to the email you gave, without undue delay.
- A person reviews every report. We decide in a timely, careful, objective and non-arbitrary way, and we do not use automated means to decide on reports.
- Where the content is illegal or breaks the Terms, we may remove it, disable access to it, disable a card or a page, or suspend or end a store's account. For content that is manifestly illegal, and for any report concerning a child, we act as a priority, and we report suspected crimes that threaten someone's life or safety to the competent authorities.
- We tell you what we decided and how you can challenge it.
04If your content is restricted
When we remove or restrict content, the person who provided it receives a statement of reasons: what we did and its scope, the facts behind it, whether a report prompted it, the legal ground or the part of the Terms relied on, and the ways to challenge it.
Stores receive it at the email of their account. Buyers and friends use ParcelMood without an account, so we usually have no way to reach them; the store whose page it is receives the statement, and the person who provided the content can obtain it from us on request at legal@parcelmood.ai, quoting the page link.
We may decide not to send a statement where the law forbids it, for example on an order of an authority, or where the content is deceptive high-volume commercial content.
05Challenging a decision
If you disagree with a decision we took on a report, whether you sent the report or provided the content, write to legal@parcelmood.ai within six months of being told of it, with the page link and why you think the decision is wrong. A different person reviews it, and we reverse the decision without undue delay if it was wrong.
You can also take the matter to the competent courts, and you may complain to the Digital Services Coordinator in the EU country where you live. In Bulgaria, where we are established, this is the Communications Regulation Commission (Комисия за регулиране на съобщенията).
06Single point of contact
Our single point of contact under Articles 11 and 12 of the Digital Services Act, for authorities of the EU countries, the European Commission, the European Board for Digital Services and for everyone who uses ParcelMood, is legal@parcelmood.ai. You can write to us in English or Bulgarian.
ADS Delivery OOD, UIC 208549000, 192A Cherni Vrah Blvd., 1407 Sofia, Bulgaria.
07US copyright notices (DMCA)
ADS Delivery OOD has designated an agent to receive notices of claimed copyright infringement under the US Digital Millennium Copyright Act (17 U.S.C. 512(c)), registered with the US Copyright Office as DMCA-1081856: Copyright Agent, ADS Delivery OOD, 192A Cherni Vrah Blvd., 1407 Sofia, Bulgaria. Phone +972 54 461 3327. Email ariela@adsdelivery.ai.
A notice must include your physical or electronic signature; the copyrighted work; the material and where it is on ParcelMood; your address, phone number and email; a statement that you believe in good faith the use is not authorized by the owner, its agent or the law; and a statement, under penalty of perjury, that the notice is accurate and that you are the owner or authorized to act for the owner. A person whose content was removed may send the agent a counter-notice with the elements of 17 U.S.C. 512(g)(3).
08Misuse of reporting
Reports must be made in good faith. If someone frequently sends reports that are manifestly unfounded, we may, after a warning, stop processing their reports for a reasonable period. Knowingly false reports may also create liability under the law.
What we keep about a report, and for how long, is described in our Privacy Policy.