Eyrie — Content Moderation Process

Effective date: 7 October 2026 Last updated: 29 October 2026

1. Purpose and scope

1.1 This document explains how Eyrie moderates user-generated content, why, and what you can expect. It supports the Terms of Service and Acceptable Use Policy.

1.2 Eyrie is a family safety product, not a social network, so the amount of user-generated content is small and mostly private to a Family. The content this process covers is:

(a) text messages — short text messages between a Child and their parents or Guardians (text only: no photos, voice, video or files);

(b) place names — labels a Family gives to geofenced Places;

(c) profile and child names, and avatars — the display names used in a Family;

(d) trusted-contact names and details entered by a Family;

(e) support content — support tickets and messages; and

(f) any community or support content we may publish (for example, help- centre comments), if and where offered.

1.3 Text messages are private to the Family. We do not routinely read them, and we do not use them for advertising or profiling (see the Privacy Policy). Moderation of private content is primarily reactive — on report or where required by law — not surveillance of family conversations.

2. What is not allowed

2.1 The following content is prohibited (see also the Acceptable Use Policy):

(a) content that is unlawful, or that facilitates a crime;

(b) harassment, threats, abuse, bullying or intimidation;

(c) content that sexualises, exploits or endangers a child (this is treated as the most serious category — see clause 6);

(d) hateful, discriminatory or violent content;

(e) content that infringes another person's rights (including privacy and intellectual property);

(f) impersonation, fraud, scams or spam; and

(g) names or labels (place, profile, contact) used to harass, mislead, or convey prohibited content.

3. How moderation works

3.1 Reactive moderation (primary). We act on reports from users and from third parties, and on lawful requests from authorities. Most moderation is report-driven, which respects the privacy of family communications.

3.2 Proactive measures (limited). We apply lightweight, privacy-preserving measures such as: basic input validation and length limits (for example, text messages are capped at 1,000 characters); automated abuse and spam controls at the API level; and rate limiting. We do not run content-scanning of private family messages for advertising or profiling.

3.3 Legal obligations. Where the law requires us to detect, report or remove particular content (for example, child sexual abuse material), we comply and cooperate with the relevant authorities.

4. How to report content

4.1 You can report content or conduct by:

(a) using in-app report/flag controls where available; or

(b) emailing support@eyrie.au (or legal@eyrie.au for legal concerns), with enough detail to identify the content (for example, the Family, the item, and what is wrong).

4.2 Reports involving a risk to a child's safety are prioritised. If a child is in immediate danger, contact the emergency services where you are. Eyrie is not an emergency service.

5. Review, timeframes and actions

5.1 Triage and service levels (targets, not guarantees).

5.2 Actions we may take (proportionate to the breach and consistent with the Terms and AUP):

(a) no action, where the content does not breach our rules;

(b) a warning to the responsible user;

(c) removal or editing of the offending content (for example, a place or profile name);

(d) feature restriction (for example, disabling text messages for an Account);

(e) suspension of an Account; or

(f) termination/ban of an Account for serious or repeated breaches.

5.3 We aim to give the affected user notice of the action and the reason, unless notice is unlawful, would risk a person's safety, or would prejudice an investigation.

6. Special protections for minors

6.1 Content that sexualises, exploits or endangers a child is treated as the highest priority. We act immediately to remove it, preserve relevant evidence as the law allows, report it to the appropriate authorities (for example, the police and, where relevant, the eSafety Commissioner or the Australian Centre to Counter Child Exploitation), and take action against the responsible Account.

6.2 We design moderation to minimise any child's exposure to harmful content and to respect the child's privacy and transparency rights described in Children's Safety.

7. Appeals

7.1 If you believe a moderation decision was wrong, you may appeal by emailing support@eyrie.au within 30 days, explaining why. A different reviewer (where practicable) will reconsider the decision, and we aim to respond within 10 business days. We may reverse, vary or confirm the decision. Appeals do not apply where reversing the action would be unlawful or would endanger a person.

8. Retention of moderation records

8.1 We keep records of reports, decisions, notices and actions for a reasonable period (typically up to 24 months, or longer where the law requires or where needed to handle repeat conduct, disputes or legal proceedings). These records are handled under our Privacy Policy. Content required to be preserved or reported by law (for example, CSAM) is handled strictly in accordance with that law.

9. Contact

• Report content or conduct: support@eyrie.au
• Legal concerns: legal@eyrie.au