1. Scope and legal framework#
This policy governs the moderation of customer reviews, photos, menu item descriptions and other user content uploaded to the Buaze ("Buaze") platform. Under Article 5 of Turkish Internet Law No. 5651, Buaze is a hosting provider: not obliged to pre-screen content, but obliged to remove unlawful content within a reasonable period once notified.
2. Buaze's moderation rights#
Buaze may remove, hide or edit user content without prior notice when:
- A breach of the Acceptable Use Policy is detected,
- A competent authority orders content removal (Internet Law Art. 8 / 9),
- A court order or judicial decision exists,
- Automated moderation systems (anti-spam, profanity filter, manipulation detection) flag the content.
Removal or hiding is at our discretion; we notify the affected party but are not obliged to provide a justification.
3. Complaint types and channels#
Persons or legal entities claiming harm from content may file a complaint via:
- E-mail: legal@buaze.com (IP, personality rights, KVKK, trade name)
- Postal: Türkiye (wet-signed petition)
Mandatory information (aligned with Internet Law Art. 9):
- Complainant identity and contact details (Turkish ID or passport for individuals),
- Direct URL or comment ID of the disputed content,
- Legal basis (IP / personality rights / KVKK / misleading review / etc.),
- Proof of right (registration certificate for IP, identity card for personality rights, etc.),
- "Statement that the content is unlawful and the complaint is filed in good faith",
- Requested action (removal / right of reply / correction).
Incomplete submissions are not processed; missing items must be supplied within 5 business days or the file is closed.
4. Process and timing#
| Step | Period | |---|---| | Acknowledgement of complaint | 24 hours | | Notice to content owner + defence period | 3 business days | | Decision (remove / preserve / reply) | 7 business days | | Written notification to parties | Decision date + 24 hours |
Urgent cases (Penal Code Art. 226 child sexual abuse material, terror propaganda, explicit threats) are removed immediately; the process concludes with a final decision.
5. Bad-faith / abusive complaints#
Buaze protects content owners against bad-faith complaints:
- A rejection is notified in writing,
- Repeated abusive complaints incur sanctions on the complainant,
- Damages incurred by Buaze due to abuse may be recovered (Code of Obligations Art. 49 — tort).
6. Right to challenge#
The content owner or complainant may file a written challenge within 15 days of notification by sending it to legal@buaze.com. Challenges are reviewed by a separate staff member; the result is communicated within 10 business days.
Public-law remedies remain available:
- Information and Communication Technologies Authority (BTK) Internet Department (Internet Law Art. 8)
- Personal Data Protection Authority (KVKK Art. 14 — VERBIS application)
- Civil Court of First Instance or Civil Peace Court (personality rights, Civil Code Art. 24-25)
- Consumer Arbitration Committee (where consumer status applies)
7. Transparency#
A transparency report is published annually, redacted of personal data:
- Total number of complaints,
- Removed / preserved content counts,
- Most frequent complaint categories,
- Average decision times.
8. Retention and evidence#
Complaint files are retained for 2 years (subject to the retention periods in the KVKK Privacy Notice). Content is archived as evidence even after removal; it may be shared with authorities upon valid request (Internet Law Art. 6).
9. Contact#
For all moderation and complaints:
- E-mail: legal@buaze.com
- Address: Türkiye