Community guidelines

Three separate role-specific terms

The Buyer Terms apply to buyers. They explain who may buy, how an organisation is chosen and how you handle receipt and reviews.

The Seller Terms apply to sellers. They explain how a profile is created, which photos and condition descriptions are required and what the sender must do when shipping.

The Organisation Terms apply to organisations. They explain which evidence is required for an application and why receiving donations and payouts require separate approvals. Anyone with more than one role must follow each applicable document.

The separate contractual documents are available under Buyer Agreement, Seller Agreement and Organisation Agreement. Before acceptance, the version actually offered for acceptance must be readable and must match the version identified for confirmation. Publication of a new version does not replace a previously accepted contractual version or one separately identified in the acceptance area.

Who these house rules apply to

These rules apply to all public and private areas of LuxCharity: the catalogue, profiles, messages, reviews, organisation pages, feeds and the website contact form. They apply alongside the General Terms and Conditions and do not replace them.

You can read publicly released content without an account. Reading alone creates no payment obligation and does not constitute consent to optional contractual changes or data processing. Anyone who writes, uploads or makes an offer is responsible for their own content and must respect the rights of others.

Truth towards everyone

Details in profiles, listings, bids, messages, reviews and organisation pages must be accurate. Condition, origin, rights, delivery path and known defects must not be hidden. A very low price, pressure to hurry or a request for secrecy are warning signs, not a duty to conclude.

Public usernames are chosen by the user and unique across the service. They do not make the parties fully anonymous. Private documents, full identity papers and bank logins do not belong on public surfaces.

Invented urgency, invented scarcity and invented review seals are prohibited. Acting in another person’s name needs that person’s visible authority. Imitating administration or a payment service is prohibited.

Images, text and third-party rights

Upload only images and text for which you hold the needed rights. Brands, people and other works must not be used as if they were yours. Counterfeits, stolen goods and misleading copies are prohibited.

You remove names and addresses on original invoices yourself before anything becomes public or goes into a parcel. LuxCharity does not redact that automatically. Illustrative marketing images on the website are not product photos of a concrete listing.

Other people’s faces, homes and documents must not be published without a right to do so. Anyone who shows a piece must mean that piece. Stock photos as a substitute for the concrete piece are not allowed on listing surfaces.

Respect, safety and forbidden contact paths

Harassment, discrimination, threats, spam and identity tricks are prohibited. LuxCharity does not ask you by private message to pay to a private account. Requests for cash, vouchers, crypto or a transfer outside the intended path are not part of the flow.

Do not share TAN, PIN or full card data in messages. If in doubt, stop and use the contact page. A fee display is not a payment demand to a third-party account.

Hate against groups, sexual harassment, stalking and repeated unsolicited advertising are prohibited regardless of purchase status. Insults in reviews that are not factual statements about the event may be removed.

Public areas and private messages

Public content can be read and saved worldwide. Profiles, catalogue cards, approved organisation pages and visible comments are public once released. Private messages, internal organisation records and unpublished drafts are not public areas.

Publishing private content without a legal basis and presenting other people's public content as your own is prohibited. Lawful preservation of evidence and disclosure to courts, authorities or legal advisers, as well as protected reporting of legal violations, remain permitted. Feeds such as For You, Following and Live are app views, not separate contracts. Live video may optionally use YouTube; the platform does not host its own streaming service.

Accounts, bypass and manipulation

Several accounts to bypass a block, to disguise identity or to manipulate bids and reviews are prohibited. Sharing access data with unentitled people is prohibited too. An organisation account does not replace a private purchase account.

Technical bypass of visibility limits, download links or role rights is forbidden. Anyone who finds a security gap reports it to aifae.org@gmail.com instead of using it. Public instructions for bypass are removed.

Ordering in the catalogue and app

The public website catalogue considers your search terms and selected filters, such as brand, category, condition and price. Matching approved items are generally displayed by creation time, newest first. Where timestamps are equal, the internal item identifier provides a stable order. A high position is neither a recommendation nor a guarantee of authenticity.

The app's For You feed first displays current live sessions from sellers you follow, then other current live sessions, then items from followed sellers and finally the remaining catalogue. Within these groups, more recent starts or listings take priority; the remaining catalogue also distributes positions across different sellers. The Following feed limits the selection to followed sellers and displays their current live sessions before their items. Following and unfollowing directly affect this selection. Live shows current live sessions; New filters the feed's item selection.

Additional live suggestions are ordered by current live status, your follow relationships, the seller's follower count and the start time, in that order. Seller searches consider the username and display matching followed sellers first, then use alphabetical order. If the regular feed selection is technically unavailable, a simpler selection of current live sessions and new items, or items from followed sellers, may appear.

You influence the selection through your chosen view, search terms, filters and follow relationships. Paid promotion is not offered as an available service. Before it is introduced, its price, advertising labels and effect on ordering will be explained. The choice of a donation organisation and private messages are not parameters of the ordering described here.

Reviews only after a real completion

A review requires an actually completed order between the same parties. Stars from 1 to 5 and an optional comment are possible once. Profiles separate feedback as buyer and as seller. Public views show no order numbers and no private names.

Empty lists are not filled with sample stars. Manipulated, bought or forced reviews are prohibited. A report is not a review.

Reviews should describe the concrete event, not origin, appearance or private life of the other person. Follow-up contact after a review stays factual. Pressure to change or delete a review is prohibited.

Advertising, spam and unwanted content

Unsolicited mass advertising, chain messages and repeatedly posting the same listing to crowd out other content are prohibited. Political or religious advertising on listing surfaces is not allowed where it does not describe the concrete item.

External short addresses that hide intent or price may be removed. Luring people into group chats or onto other platforms to continue the event there breaks these house rules.

Reporting content for review

You can report illegal content without an account by emailing aifae.org@gmail.com. Identify the exact link or product code, the content concerned and a specific explanation of why you consider it illegal. Include available evidence and a statement that you believe in good faith that the information is accurate and complete. Normally, provide your name and email address for questions and the decision. These two details are not required for reports concerning child sexual abuse or sexual exploitation within Articles 3 to 7 of Directive 2011/93/EU; do not send copies of such depictions.

This email address is the single contact point for users, authorities, content moderation matters and product safety. You can write in German or English and request handling by a person. Reporting content does not require an account or agreement to contractual terms, advertising or AI processing. If an electronic contact address is available, we acknowledge receipt of your report without undue delay. After completing the review, we communicate the decision and available remedies without undue delay. Any automated assistance used is also explained.

A report triggers a review and does not prove a violation. Reports made in good faith that later prove unfounded are not treated as abuse. A report does not replace a police report or a notice to your contractual counterparty about returns or defects.

Signed-in buyers and sellers can also use the account reporting function available in the app. The general email reporting channel remains open to guests, organisations, suspended users and reports about individual listings, comments or messages. Missing evidence is requested where necessary; where illegality is already apparent, we do not wait for unnecessary documents.

How a review works

The administration reviews reports and available evidence promptly, carefully, objectively and without arbitrary disadvantage. It considers severity, frequency, impact and apparent intent, as well as the fundamental rights of everyone involved, including freedom of expression, personal data protection and freedom to conduct a business. A significant safety risk or legal obligation may require immediate temporary restrictions on content or an account. Otherwise, a remediable violation is first identified and a reasonable opportunity to remedy it is provided.

Reports do not automatically cause a suspension. The responsible administration makes moderation decisions. Technical rules check matters such as access rights, approval status and input requirements; they do not replace human complaint review. Approval of a seller's identity does not mean that each individual item has been checked for authenticity, legality or safety.

When a restriction is imposed, the affected person whose electronic contact details are known receives a clear and specific statement of reasons no later than when it takes effect. It identifies the measure, its geographical scope and duration, the material facts, the relevant contractual provision or legal basis and why the specific content breaches it. It also identifies what triggered the review, any automated detection or decision-making and the complaint channels. This also applies to demotion, restrictions on payments because of content and partial or complete account suspension.

You receive the statement of reasons and decision in an electronic format you can save, normally by email. The identity of reporting persons is disclosed only where strictly necessary and legally permissible. Statutory exceptions to the statement of reasons, for example for deceptive high-volume commercial content, remain limited to their legal scope. Internal review notes are not published publicly.

Consequences of violations

The operator may remove content, restrict functions or suspend accounts where these house rules, the General Terms and Conditions or applicable law are violated. We communicate the reason and available review options where legally permitted. Mandatory rights remain unaffected.

Repeated or serious violations may lead to a longer or permanent suspension. Suspension does not automatically terminate legal obligations arising from an existing purchase. Open transactions continue to be handled under the General Terms and Conditions. Access to your own contractual documents and the ability to assert claims remain available through an appropriate channel.

Measures can be graduated: a notice, removal of content, a restriction on posting, a functional restriction or account suspension. The level depends on severity, repetition and risk to others. A measure is not a criminal finding.

Repeated manifestly illegal content or repeated manifestly unfounded reports and complaints may result in a temporary restriction following a prior warning and individual assessment. This assessment considers the number and proportion of violations, their severity, consequences and apparent intent. The number alone is not decisive. A factual negative review or a justified complaint is not a ground for suspension.

For business users within the scope of Regulation (EU) 2019/1150, complete termination of the intermediation service is normally communicated at least 30 days in advance with reasons on a durable medium. Earlier termination is permitted only under the statutory exceptions, including mandatory legal obligations, an imperative reason under applicable law or demonstrably repeated contractual violations. Immediately necessary restrictions on individual dangerous or illegal listings remain possible. The facts may be clarified through the complaints procedure.

Content relating to minors

The platform's areas are intended for adults. Depictions of child sexual abuse or sexual exploitation and content that sexualises or endangers minors are prohibited and are removed without undue delay. An item is not prohibited solely because it was made for children; the catalogue rules and its safety are decisive.

Use the same reporting channel to notify us of such content. We forward information to authorities where legally required.

Changes to these house rules

Changes to these Terms of Use follow the amendment procedure in the General Terms and Conditions, including notice in a format that can be saved and explicit consent where required. Publication alone does not replace these steps. For business users within the scope of Regulation (EU) 2019/1150, advance notice is normally at least 15 days and reasonably longer where technical or commercial adjustments are needed; statutory exceptions remain applicable. The statutory right to terminate because of the change remains available.

Existing reviews, previously sent messages and concluded transactions are not retrospectively subjected to different contractual rules. Content that continues to be illegal may be removed under applicable law. We inform affected users of significant changes to moderation rules.

Role-specific duties are not moved onto this page. Prices and deadlines remain in the General Terms and Conditions. Data rights remain in the Privacy Notice.

Complaining about a moderation decision

Affected users and reporting persons can challenge a moderation decision free of charge by emailing aifae.org@gmail.com. This includes removal or restriction of content, a decision not to act on a report, restrictions on the service, account suspensions and payments restricted because of content. A complaint may be submitted for at least six months from notification of the decision. LuxCharity grants this period as its own procedural rule regardless of any possible size exemption under the Digital Services Act.

Identify the decision, its date, the relevant identifier and why you request a correction; include available new evidence. A suspended account does not prevent this contact. An appropriately qualified person reviews the complaint carefully, promptly and without arbitrary disadvantage. The decision is not made solely by automated means. You receive a reasoned response and information about available further remedies without undue delay after the review is completed.

Where a restriction or a decision not to act was unfounded, the decision is corrected without undue delay and any necessary restoration is arranged. Restoring an account does not automatically restart a previously cancelled auction or alter existing claims; the necessary follow-up steps are communicated individually. Statutory claims remain unaffected.

You may bring proceedings before a competent court at any time. If you suspect a violation of the Digital Services Act, you may also contact the Digital Services Coordinator in your Member State; in Austria this is KommAustria, accessible through the RTR complaints portal. This regulatory complaint is distinct from proceedings concerning a purchase contract and from the out-of-court dispute settlement described below.

For disputes concerning moderation decisions, you may select an out-of-court body certified for the subject matter and language from the European Commission's list. LuxCharity cooperates in good faith in such proceedings; this is also promised as a procedural rule regardless of any possible size exemption. The body cannot impose a binding decision. Its published procedural rules apply; if the decision is in your favour, LuxCharity bears the procedural fees and reimburses reasonable related expenses. If it favours LuxCharity, you generally do not have to reimburse our costs unless the body finds that you acted manifestly in bad faith. Prior internal complaint proceedings are not required before going to court or exercising the statutory choice of a certified body.

Product safety and recalls

Dangerous, illegal and recalled products must not be offered on LuxCharity. This also applies to new and used luxury items. Required details identifying the product, the manufacturer or responsible person in the EU, and mandatory warnings must be visible or easily accessible in a commercial listing under the applicable product rules. If required information is missing, the listing must not be published until it is supplied; a visibility setting does not remove this obligation.

Consumers and authorities can reach our single contact point for product safety at aifae.org@gmail.com without an account or consent to advertising or AI. Where possible, identify the product code, listing, manufacturer, affected batch, hazard and any recall notice. LuxCharity processes reports about dangerous products without undue delay and no later than three working days after receipt. For orders from authorities under Article 22(4) of Regulation (EU) 2023/988, the required measures are taken without undue delay and no later than two working days after receipt; shorter mandatory deadlines take precedence.

When LuxCharity becomes aware of a safety recall or warning, it directly informs affected buyers identifiable from order records without undue delay and publishes recall information on the platform. The information identifies the product, the hazard and the necessary steps. Affected listings are removed, blocked or accompanied by the warning required by the authority. Buyers should follow the safety instructions; dangerous goods may be returned only through a suitable, safe method.

Sellers must inform LuxCharity of known safety issues and recalls without undue delay, stop affected listings and cooperate in identifying affected purchases and implementing corrective measures. LuxCharity cooperates with the competent authorities and economic operators and submits required notifications through the legally prescribed Safety Business Gateway. Statutory obligations concerning registration, reporting to authorities and product safety are not transferred to buyers by these contractual rules.

A recall is not conditional on the contractual return period still running or a payout remaining pending. Mandatory rights, including statutory remedies for product safety recalls, continue to apply under their respective conditions. Platform moderation does not conclusively determine a civil claim for reimbursement.

Contacts and legal remedies

Reports and complaints

aifae.org@gmail.com

Certified dispute settlement bodies

Certified dispute settlement bodies

Digital Services Coordinator in Austria

KommAustria / RTR