Contact Us
Contact Details
Appealing a Moderation Decision
You can appeal in the following cases:
- Your listing was removed by moderators
- Your listing was rejected during content moderation
- An uploaded image was rejected or removed
- You believe a report you submitted was not adequately actioned
How to Submit an Appeal
Email support@mochi-mota.com with the subject line "Moderation Appeal" and include:
- The email address you used to create the listing
- The listing ID or image reference (if available)
- A description of why you believe the decision was incorrect
- Your desired outcome (e.g., listing restored, image reinstated)
Appeals may be submitted in English or Japanese.
What to Expect
Acknowledgment
We will confirm receipt within 2 business days and provide a reference number.
Investigation
Our content safety team will review the original content, the moderation decision, and applicable policies.
Decision
We aim to provide a decision within 10 business days of acknowledgment. If we need more time, we will let you know.
If You Disagree with the Outcome
If you are not satisfied with the initial decision, you may request a second review by replying to the decision email within 14 days. A different team member will conduct an independent review and respond within 10 business days.
If you remain dissatisfied after the second review, you may contact:
- Ofcom (UK online safety regulator): ofcom.org.uk/make-a-complaint
- ICO (for data protection concerns): ico.org.uk/make-a-complaint / 0303 123 1113
What's Not Covered
This procedure does not cover:
- Buyer/seller disputes — Mochimota does not mediate transactions
- GDPR data requests — See our Privacy Policy
- Content reports — Use the report button on any listing
Submit a Complaint or Appeal
Use this form to submit a formal complaint about content moderation, or to appeal a moderation decision. You will receive a reference number for tracking.
This page also serves as our complaints and appeals procedure under the UK Online Safety Act 2023, Section 21.