Reports and complaints

Last updated: October 15, 2026

This policy forms part of the MindLoop Terms of Service and EULA. The Feed it covers is part of MindLoop for iPhone version 1.1.0 and later.

You can report or complain even without an account

Email mindloop@cachepile.io. Children, parents, guardians, people named in content, members of a targeted group and someone helping another person can use this address. The handler is Nickie Archua, MindLoop's operator. Say what happened and what you would like us to look at.

Report in the app

Open the three-dot menu for a post, comment or account and choose Report. Choose the closest reason. On iPhone, Something else requires a short explanation before you can send; notes for other reasons are optional. A note can be up to 500 characters. You do not need a Feed handle to report. The app accepts up to 20 reports per account per UTC day (Coordinated Universal Time), with one report per target; a repeat does not add another report or change its reason. When you reach the limit, the app shows when you can report again in your local time. Email if you need to add information, the app cannot accept the report, or you cannot enter the Feed. There is no daily email-report limit.

Help us find it

Include the handle, link or item identifier if known, when you saw it and a description sufficient to locate it. Tell us if you are reporting illegal content, content harmful to children or a specific safety concern. Do not send sexual images of children. Keep a copy of your message if you want to refer back to it.

Who sees the report

If your report takes it off the Feed for review, or we act on it, the person who wrote it is told a report led to that — never who reported it or anything you wrote. If their content is paused, they see a message saying the content is waiting for review or being checked. An appeal does not show the writer your report or your identity. We may need to disclose records where the law requires it. On iPhone, when we've decided on a report you made in the app, you'll see the outcome in Activity. Email correspondence is handled privately; you may ask not to receive further emails about your complaint.

What can happen to content

A report using Someone might be in danger, Harassment or bullying, or Sexual or graphic content takes a published post or comment off the Feed for review. Three new reports from different people since the last human review also trigger a hold. A hold is a pause while a person decides, not a finding that the writer broke a rule. The writer sees a message saying the content is waiting for review or being checked. We never tell the writer who reported it. Reporting an account does not by itself remove all its content. A person can leave allowed content up, return a held item to the Feed, or remove a rule-breaking item. Content its author has already removed can still need a safety decision. Reporting an account is a request to review it, not an automatic ban.

A person reviews every report, including emailed reports and reports that do not trigger an automatic hold, usually within 24 hours of receipt. Content found to be illegal or against our rules is taken down. Content that is allowed can stay up or return from a review hold; an account can be restricted where appropriate.

What can happen to an account

A person can restrict posting and commenting for a period or permanently. Lifting a ban may restore eligible content hidden by the ban, but does not automatically restore library copies removed from other users' devices.

We can remove an account from the whole Feed for illegal-content violations or because we have reason to believe it belongs to someone under 18. For an account run by or for a proscribed organisation, we close access to MindLoop, including sign-in. These actions are not account deletion. If review finds the action wrong, we can reinstate access and eligible content. Some items stay held or removed for their own reasons. To ask for a removal or closure to be reviewed, email mindloop@cachepile.io.

Intimate-image reports

An intimate image can show someone naked or in a sexual situation. Here, "intimate image content" is a legal term for material that meets UK offence rules on sharing intimate images without consent. Other legal conditions and exceptions also matter. MindLoop does not offer photo or video uploads, but you can still report intimate image content or related abuse.

In the app: open the report sheet and choose Report an intimate image. It opens an email with the declarations below filled in; read it, add what you know, and send it.

By email: email mindloop@cachepile.io, with "Intimate image report" in the subject. Include the five points below. A plain email is enough; no account is needed. You do not need to send an image, an identity document or proof of your relationship to someone. If you are unsure which report to make, describe your concern in an email; you can report abuse without knowing its legal name.

Declaration 1 — content: "I declare that the content I am reporting, which is present on MindLoop, is intimate image content." Identify the content using the details in point 4.
Declaration 2 — person: say either "I am the person shown or represented in the content" or "I am acting on that person's behalf." You do not need to explain or prove your relationship to that person to make this declaration.
Declaration 3 — good faith and truth: "I make this report in good faith. To the best of my knowledge and belief, it is true." Good faith means you are honestly reporting a concern, rather than knowingly making a false report. You are saying what you understand to be true; this does not ask you to prove the case yourself.
Where to find it: give enough information to identify the content, such as its link or identifier, handle, description and time seen.
How to reach you: give contact details where we can reach you. If you are unsure how to provide a detail, explain that in the email.

Ask for a faster complaint review: "expedited" means handled more quickly. If you made an intimate-image report, email mindloop@cachepile.io with "Expedited intimate-image complaint" in the subject, identify the original report and explain your concern about that content or how we handled our duties to address illegal content or provide reporting. You can use this route to ask for urgent review of that concern.

Appeal a content decision or restriction

If we hid your post or comment for breaking the rules, you can ask for another look using Ask us to look again in the app. This includes ordinary rules, such as advertising or a post not being an affirmation, as well as decisions about illegal content or content harmful to children. There is one in-app appeal per hidden item. For posts use Your posts; for comments use the appeal on the hidden comment. A person can approve it to return or keep the removal. If you remove the item or delete your account while the appeal waits, it will not be restored as public content. On iPhone, if your posting and commenting are paused, the ban screen offers one in-app appeal per ban when that screen is available. For warnings, removal from the Feed or other restrictions, email us. A ban lift, removal reversal or restored post is not a promise all earlier saved copies return.

Complain about an automatic check

The Terms explain the automatic text checks, word lists and self-harm stop. Email if you think such a check held, stopped or restricted your content in a way those Terms do not allow. Use "Automatic check complaint" as the subject if you can. Describe the submission, when it happened and the message shown. You do not need a post identifier if it was never published. In the app, a post or comment waiting for a check has Think we got this wrong? Email us. The screen shown when a submission is stopped has Think our automatic check got this wrong? Tell us. Possible actions include correcting a decision where an item is kept, explaining why it stays restricted, or explaining how to resubmit if there is no stored item to restore. Stopped submissions are not always retained, so we cannot promise to restore every one. You keep your right to ask a court to enforce the promises in our Terms; see Your rights below.

Complain about an age check

Email if an incorrect age assessment stops your access. If your age range is wrong, check the birthday on your Apple Account (Settings → your name → Personal Information); it sets the age range Apple shares. For a child's account, a parent or guardian can update the birthday by signing in to that account on the web. Then use Check again in MindLoop. We cannot edit Apple's age record. If we removed the account as under 18, ask by email for that decision to be reviewed; a store update alone need not reverse a separate decision we made.

Complain about MindLoop's compliance

Email us if you believe MindLoop is failing to address illegal content, provide reporting, consider freedom of expression or privacy, protect children, or apply its own Terms. Say which handling or decision concerns you; no legal wording is required. You can ask us to investigate, explain what happened and correct any failure. These complaints are separate from an item appeal.

Response times

We acknowledge every email complaint and tell you the applicable response time and possible outcomes. An acknowledgement confirms that your message arrived; our answer explains the decision and any action.

Reports, including emailed reports: we aim to review them usually within 24 hours of receipt.
Appeals, automatic-check complaints, and age-check or other restriction complaints: we aim to give a decision or substantive answer within 7 days of receiving them.
Complaints about MindLoop's compliance with its duties: we acknowledge within 7 days and give a substantive answer within 30 days of receipt. We investigate, record our response and any corrective action, and answer in writing.

Your rights and further help

The limit of one in-app appeal does not stop you reporting new information, complaining about our duties, using the faster intimate-image complaint route or bringing proceedings for breach of contract. That means you can ask a court to decide whether MindLoop broke a promise in its Terms and what should happen as a result. Nothing in this process removes consumer rights that the law gives you. Help for you and your family explains blocking and support, and Privacy explains how we handle personal information.

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