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Terms and policies

Content reports and complaints

Version 2026-10-02. In force from 2026-10-02.

In short

  • Seen an illegal or rule-breaking listing, message, profile or rating? Report it.
  • Members report through “Report”; anyone else by email at market@soundium.com.
  • Reports are handled by the Soundium team. A member whose content we hide or who gets a warning receives an email with the reason.
  • You can appeal a decision free of charge within 6 months.

1. How to report

If you're a member:

  • Listing: menu “⋯” → “Report”. Reasons: fake or replica item, photo taken from the web, forbidden item, low-quality photos, misleading listing, other.
  • Message or member: menu “⋯” → “Report”. Reasons: offensive, scam or fraud, threats, spam or unwanted, other.
  • You can send up to 10 reports per day.
  • Review: “Report” next to the review. Reasons: private information, offensive language, advertising or spam, not about this deal, pressure over the rating; say briefly what is wrong. The Soundium team reviews it within 48 hours; the author won't know who reported it.

If you're not a member, or the report is about illegal content (e.g. intellectual property infringement, a stolen item), write to market@soundium.com and include:

  1. why you believe the content is illegal;
  2. the exact link to the content;
  3. your name and email (not required when reporting child sexual abuse material);
  4. a statement that you're making the report in good faith and the information is accurate.

The Soundium team replies to your report by email.

2. How we decide

  • Reports are handled by the Soundium team. Some actions (rejecting a report, hiding a listing or review, a warning) may be taken by an automated tool supervised by a person. Only a person suspends an account.
  • Possible decisions: leave it, hide the listing or review, warn the member, suspend the account.
  • If you reported by email, the Soundium team writes to you about the decision by email.

3. Reasons for decisions

When we hide a listing, warn a member or suspend an account, the member gets an email with the reason. In a dispute decision, Soundium writes the reasons for both sides.

4. Complaints about our decisions

  • You can appeal any of our decisions about a listing, account or report within 6 months of the decision.
  • Write to market@soundium.com, say which decision it is and why you disagree.
  • Appeals are free. A person on the Soundium team reviews it and replies with reasons. If the appeal is justified, we reverse the decision.

5. Out-of-court dispute settlement

  • For our decisions, you can turn to a certified out-of-court dispute settlement body under Article 21 of the Digital Services Act. The European Commission publishes the list.
  • Consumers can also contact the Lithuanian State Consumer Rights Protection Authority (A. Goštauto g. 12, 01108 Vilnius, tarnyba@vvtat.lt).

6. Point of contact

  • For members and the public: market@soundium.com, +370 601 61620. Languages: Lithuanian, English.
  • For authorities (Digital Services Act, Art. 11): market@soundium.com. Languages: Lithuanian, English.
  • Lithuania's Digital Services Coordinator is the Lithuanian Communications Regulatory Authority (RRT) (Mortos g. 14, LT-03219 Vilnius, rrt@rrt.lt).