What this document is for
It complements the Terms of use. It explains what is not allowed in the parts of the apps where people’s content appears (Cancha chat, Pique nicknames, Fase reports once published and Cabal receipts) and what we do when someone reports something.
What is not allowed
- Hatred, violence, harassment, threats or discrimination.
- Sexual content or content involving minors.
- Third parties’ personal data (names with phone or address, ID numbers, private photos) without their permission.
- Impersonation and fraud.
- Spam and unsolicited advertising.
- Deliberately false information.
- In Fase: attributing causes or culprits, or making political comments about a power outage. Only the status is reported.
- In Cabal: uploading as a receipt something that is not a payment receipt, or files with illegal or harmful content.
- Offensive nicknames in Pique.
How to report
- If the app has a Report button next to the content, use it and choose the category (hatred or violence, harassment, sexual content or minors, third-party personal data, spam, misinformation, other). The button is in preparation in the apps; today you report by email.
- By email: write to dev@burgo.dev with the link or a description of where the content is, which category it is and why you are reporting it.
- In Cancha groups, group administrators can also remove a person and delete messages, and you can block other users.
What we do with a report
- Review: a person reviews only the reported content and its immediate context (a few messages before and after), not the full history.
- Target times: review within 24 hours; within 6 hours for hatred, violence or content involving minors. These are times we set ourselves, not a guarantee.
- Serious content: sexual content or content involving minors is hidden immediately while under review.
- Decision: keep, hide, delete, warn, suspend temporarily or close the account.
- Notice: we tell the person affected the reason and how to appeal.
- Appeal: write to the same email within 7 days of the notice. Meanwhile we keep a copy of removed content for up to 30 days, unless a legal order requires otherwise.
- Record: we keep the report and the decision for up to 1 year after resolution.
Removal by order of an authority
If a competent authority orders something removed in writing, we remove it and log it as “authority order”. See the Terms of use.
⚖️ Pending lawyer review. Legal removal deadlines, protocol before CONATEL and the Public Prosecutor’s Office, and what is kept and handed over in each case.
Status of what this document describes
The email report flow works today, manually. The report button on each piece of content, the moderation queue with an audit log and automatic notices to the person affected are in preparation.
Version 1.0, in force since November 2, 2026.