Transparency and Complaints

Last Updated: 27/08/2026

This notice explains how content is moderated on Astra, how to tell us about something that should not be there, and what you can do if you think we got a decision wrong. It sits alongside the Terms & Conditions and the Privacy Policy, and gives detail that Section 7 of the Terms summarises.

Some of what follows applies specifically to users in the European Union, under the Digital Services Act. Where that is the case it is marked. Everything else applies to everyone.

1. How to reach us

Point of contact for users. support@astratrainer.com — for reports, appeals, and any question about a moderation decision. Write in English or in your own language; we translate.

Point of contact for authorities. legal@astratrainer.com — for Member State authorities, the European Commission, and the Digital Services Coordinators, for communications under Articles 11 and 12 of the Digital Services Act. Communications may be sent in English.

We are Caxapok, LLC, operator of the Astra platform. Postal contact details are available on request to either address above.

2. Reporting content

In the app. Every post, story, comment, reading, message and profile carries a report control. Choose the category that fits — spam, offensive content, fraud, sharing of personal information, or other — and add a note if it helps. This is the fastest route and the one we recommend.

By email. If you cannot reach the in-app control, or you are reporting something you found without an account, write to support@astratrainer.com. To let us act, please include:

• a link to, or a clear description of, the exact content;
• why you believe it is unlawful or breaks our Terms;
• your name and email address, so we can confirm the outcome — you may omit these if your report concerns certain offences against a person, where anonymity is appropriate;
• a statement that you believe, in good faith, that the information in your report is accurate and complete.

We confirm receipt of an emailed report without undue delay, decide on it diligently and without arbitrary discretion, and tell you the outcome and how to challenge it.

Blocking works immediately. Independently of any report, blocking a user removes their content from your view at once. You do not have to wait for us to review anything.

3. How moderation works

Content on Astra is reviewed in three ways, and most content meets more than one of them:

• Automated review, including AI-based classification, applied to content before or after it is shown to other users. It flags and can hide content that appears to break the Terms.
• Reports from users, which enter a queue reviewed by our team.
• Our own review, where we notice something or are alerted to it.

Automated tools decide what to hide provisionally and what to escalate; a decision to suspend or ban an account is taken by a person. Automated systems make mistakes — they misread context, irony and languages unevenly — which is why every decision they lead to can be appealed under Section 5.

We aim to review reports of objectionable content and abusive behaviour, and to act on them, within 24 hours, as stated in the Terms.

4. What we can do, and what we tell you

Where content or behaviour breaks the Terms, we may:

• remove or hide the content;
• restrict its visibility — for example keep it out of the feed while leaving it on a profile;
• issue a warning;
• suspend access to community features, or to the Service, for a period;
• terminate the account permanently;
• suspend or end monetisation, including provider access to Astra Market.

Statement of reasons. When we restrict something you posted, or restrict your account, we tell you: what was affected, what we did, whether the decision came from an automated system or from a person, which rule or law it was based on, and how to appeal. We do this for each decision, unless the law forbids telling you — for example while a criminal investigation is running.

We do not owe the person who filed a report a copy of the statement of reasons, but we do tell them the outcome.

5. Challenging a decision

Internal appeal. If you think a decision was wrong, reply to the message that announced it or write to support@astratrainer.com with the word “appeal”. It is free. You have six months from the decision to lodge one.

Tell us which decision you are challenging and why. We will look at the content again, in context, and a person will make the decision — an appeal is never decided by an automated system alone. We aim to answer within 14 days, and we will tell you if a case needs longer.

If we agree with you, we reverse the decision without delay: content is restored, restrictions are lifted, and any strike against the account is removed.

Out-of-court dispute settlement (EU). If you are in the European Union and our answer does not satisfy you, you may bring the dispute to a body certified by the Digital Services Coordinator of your Member State. That route is open to you regardless of our internal appeal, it does not stop you going to court, and its outcome is not binding on either side. We will engage in good faith with a certified body that takes on a case.

Courts. Nothing here limits your right to bring a claim before a court under the law that applies to you.

6. Misuse of the system

Two kinds of misuse cost other people real time, and we act on both after a warning:

• Repeatedly posting content that clearly breaks the Terms. We may suspend the account for a reasonable period.
• Repeatedly filing reports or appeals that are manifestly unfounded. We may suspend the handling of that person’s reports and appeals for a reasonable period.

Before either, we warn you. In deciding, we weigh how many items were involved, how serious they were, and whether the pattern looks deliberate.

7. Protection of minors

Astra is for users aged sixteen and over, and selling on Astra Market is limited to adults. We do not knowingly allow accounts below the age limit and we remove them when we learn of them.

We do not show advertising targeted on the basis of profiling to a person we know to be a minor.

If you believe an account belongs to a child, or that a child is being harmed on the platform, tell us at support@astratrainer.com and mark it urgent.

8. Advertising

Astra does not sell advertising space to third parties. What appears in the app is our own content, our own promotions, and content posted by members.

Where a member pays to promote their own post within the feed, it is shown as promoted. Where we promote Astra outside the platform, we may use content members have posted publicly — see Section 6 of the Terms.

We advertise Astra on third-party platforms. What those platforms collect about you when you see or click one of our ads is described in Section 3 of the Privacy Policy.

9. Reporting on our own moderation

We publish a summary of our moderation activity at least once a year: how many reports we received and in which categories, what we did about them, how much came from automated systems, how many appeals we received and how many succeeded, and how long the decisions took.

The first summary will be published on this page. Where the law requires a specific format or additional figures, we follow it.

10. Contact

Reports, appeals and questions: support@astratrainer.com

Authorities and legal notices: legal@astratrainer.com