Last updated: 2026-07-01

Last Updated: July 1, 2026 | Servana Nigeria (Nortbitech Groups) | support@servana.ng

Content Moderation Policy

Servana is committed to maintaining a safe and trustworthy marketplace. This Content Moderation Policy explains how we review, remove, and manage user-generated content across product listings, reviews, chat messages, profiles, and service descriptions.

1. Scope of Moderation

We moderate the following content types:

Product listings (titles, descriptions, images, pricing)
Vendor and provider store profiles
Service descriptions and availability listings
Customer reviews and ratings
In-app chat and support messages
Profile photos and display names
Promotional content and advertisements

2. Prohibited Content

Content that will be removed includes material that:

Violates our Acceptable Use Policy
Promotes illegal products or services
Contains hate speech, harassment, or threats
Is sexually explicit or exploitative
Infringes intellectual property rights
Contains false or misleading claims
Includes personal contact information intended to circumvent platform fees
Contains malware links or phishing attempts
Features counterfeit or unauthorized branded goods

3. Moderation Methods

Servana uses a combination of:

Automated systems: AI and rule-based filters detect prohibited keywords, images, and patterns
User reports: Community members flag inappropriate content via in-app reporting
Human review: Trained moderators review flagged content and make final decisions
Proactive audits: Random sampling and category-specific sweeps for policy compliance
Pre-publication review: New vendor listings and high-risk categories may require approval before going live

4. Review Timeline

User-reported content: Reviewed within 48 hours of report submission
Urgent safety reports: Prioritized and reviewed within 4 hours
Automated flags: Held for review before publication where possible
Appeals: Reviewed within 5 business days

5. Actions Taken

Depending on severity and history, moderation actions include:

Content removal: Offending listing, review, or message is deleted
Content edit request: User asked to modify content to comply with policies
Account warning: Notification of policy violation with guidance
Temporary restriction: Limited ability to post content or transact
Account suspension: Full access suspended for a defined period
Permanent ban: Account terminated for severe or repeated violations

6. How to Report Content

Tap the Report icon on any listing, review, or message
Select the reason for your report
Provide additional details or evidence if prompted
Submit — you will receive confirmation that your report was received

Alternatively, email trust@servana.ng with the content URL or screenshot and order/booking reference.

7. Appeals Process

If your content was removed or your account was restricted, you may appeal:

Email appeals@servana.ng within 14 days of the action
Include your account email, the content in question, and your explanation
A different moderator will review your appeal within 5 business days
Appeal decisions are final

8. Transparency

We publish periodic transparency reports summarizing content moderation actions, including number of reports received, content removed, and accounts actioned. Reports are available upon request at trust@servana.ng.