Complaints and appeals

1. Who can contact us

• the owner, administrator or official representative of a Telegram channel, group or chat covered in a material;
• a person whose rights are affected by a publication, including rights holders;
• a user who has noticed an error, out-of-date data or a fraudulent scheme we do not yet know about.

2. What we accept requests about

1. Inaccuracy or obsolescence of published information.
2. Disagreement with an assigned reputation status, including the "High risk" and "Scam" statuses.
3. A request to review an assessment or a status after identified shortcomings have been remedied. A review for the "Market Filter Verified" badge does not fall under this procedure (clause 7.6).
4. Withdrawal of the "Market Filter Verified" badge by the Editorial Team, a mistake in its removal, and the absence of the badge from an official channel of a company, exchange, media outlet or public project.
5. Claims concerning the use of names, logos, screenshots and other materials of rights holders.
6. Personal data questions and requests exercising data subject rights.
7. Reports from users about fraudulent schemes and inaccurate information.
8. Other matters, including collaboration and suggestions for developing the platform.

3. Where to write

• Telegram bot: @MarketFilterSupportBot, the main channel for requests, works for any object and any question;
• email: marketfilter.team@gmail.com, accepts requests about any object and any question;
• the "Report an error" link, which is displayed on cards in the Market Scam section and on cards of objects awaiting analysis, and leads to the same Telegram bot.

Requests are accepted only through the channels listed above. Messages sent on behalf of Market Filter from any other source are not official.

4. What to include in a request

4.1. To make the review fast and substantive, a request should ideally state:

• a link to the specific page or material;
• exactly which statement is challenged, quoted verbatim;
• what the inaccuracy consists of and how matters actually stand;
• supporting evidence: screenshots, links, documents, publications, blockchain data;
• what your relationship to the object of the analysis is and, where necessary, how it can be confirmed;
• contact details for a reply.

4.2. Confirmation of authority. For requests made on behalf of a channel we ask you to confirm your connection with it: for example, by publishing a temporary message or code in the channel itself, by writing from the account linked to the channel, or by any other method available to the owner. This protects owners from requests made by outsiders.

4.3. We will still consider a request that comes without supporting evidence, but verification will take longer, and we cannot change a material without grounds.

5. Deadlines

5.1. We send an initial reply confirming receipt and our understanding of the issue within 10 working days of the request.

5.2. Consideration on the merits, with a decision on the material or the status, takes up to 20 working days of receiving the complete set of information. If further verification is needed, we will say so and give a new deadline.

5.3. Obvious factual errors (a typo in a name, a broken link, an out-of-date figure) are corrected as a priority, without waiting for the full review cycle.

5.4. Reports of signs of active fraud threatening users are handled as a priority.

6. How a request is handled

6.1. The request is registered and passed to the Editorial Team.

6.2. The material is re-checked under the Methodology: sources are re-verified, the evidence you provided is assessed and, where necessary, further explanations are requested.

6.3. The decision on a request is taken by the Editorial Team, not by the author of the original material alone.

6.4. The possible outcomes are:

• the material remains unchanged, if the evidence does not rebut the conclusions; you receive the reasoning;
• the material is clarified or supplemented, including with your position;
• the information is corrected and, where the meaning changes substantially, a correction note is published;
• the reputation status is reviewed, including the removal or change of the "High risk" or "Scam" status;
• the material is withdrawn from publication if it turns out to be unfounded.

6.5. We communicate the outcome through the same channel the request came from.

7. Status review and re-checking

7.1. If a status was based on specific indicators and the object has removed them, you can request a re-check. In your request it is worth showing exactly what has changed: misleading promises removed, monetisation disclosed, deleted materials restored, audience figures changed or evidence of their organic nature provided.

7.2. The re-check is carried out under the same Methodology. Remedying part of the findings does not guarantee a change of status: what matters is the overall picture.

7.3. A repeat request about the same object without new circumstances is accepted no more often than once every 3 months. Where substantially new circumstances appear, this limit does not apply.

7.4. We do not charge for a status review, for the removal of the "Scam" status or for the deletion of a material. Handling complaints and appeals is always free. Any offer to pay for such actions made on behalf of Market Filter is not official and may be a sign of fraud. Please report such offers to @MarketFilterSupportBot or to marketfilter.team@gmail.com.

7.5. Market Filter's paid services have nothing to do with this procedure. A queue-jump review speeds up only a review for the badge, a channel analysis and the analysis of a channel that is awaiting analysis; it does not extend to complaints and appeals under this Policy, whose timeframes and procedure are the same for everyone and are not changed by payment. The full list of paid services, and of what is not for sale under any conditions, is in the Paid Services Terms.

7.6. A request under this Policy is free of charge. It can correct a mistake or change a status under the Methodology, but only official channels of companies, exchanges, media and public projects obtain the "Market Filter Verified" badge and the "Verified" reputation status through a request (clause 10.3 of the Methodology). Other channels obtain the badge only as a result of a paid review for the badge and keep it for as long as the Editorial Team's monthly monitoring is paid for. The removal of the badge at the end of the paid period is not an editorial conclusion about the channel, and a request does not extend the badge without payment. If the badge was removed by mistake, for example where payment arrived on time, we will correct this free of charge upon request. A status assigned as a result of a paid review can be challenged under this Policy in the ordinary way, while a repeat review for the badge after a refusal is paid for separately.

8. Rights holder claims

8.1. Claims concerning the use of names, logos, screenshots and other materials are handled within the same deadlines.

8.2. A request should identify the specific material, describe the right infringed and confirm the claimant's rights to the object.

8.3. If a claim is justified, the disputed element is removed or replaced. If the use is lawful and informational and identifying in nature, we set out the reasons for the refusal.

9. Data and confidentiality of requests

9.1. Information from a request is used only to handle it and to evidence the grounds for the editorial decision.

9.2. The submitted materials may be used to verify the request and to prepare an editorial decision. They may be published only where there are grounds to do so and taking into account the nature of the material.

9.3. The personal data of the applicant is not disclosed in publications. The position of the owner or representative of the object may be reflected in a material; if the Editorial Team received no reply to its request, this may also be stated.

9.4. Retention periods for correspondence are set out in the Privacy Policy.

10. What we do not do

10.1. We do not delete materials or change statuses:

• on demand without reasons;
• for a fee;
• under threats or pressure;
• on the basis of a claim from a person who has not confirmed a connection with the object.

10.2. We do not handle investment disputes between users and third parties under this procedure and do not act as an intermediary in them. Nor do we recover funds lost in dealings with third-party projects: Market Filter takes no part in such transactions.

11. If you are not satisfied with the outcome

11.1. You may submit a further request setting out new circumstances.

11.2. The pre-action step is deemed complete once you have received our reply on the merits, or once the deadlines set out in section 5 have expired.

11.3. The further procedure for resolving disputes is set out in the Terms of Use.