Effective: 7 September 2026 · Version: 1.0
1.1. This policy governs how user content placed on the MyGuide Live platform (hereinafter: Platform) operated by IGuide Production Kft. (hereinafter: Service Provider) is handled, how illegal content is reported, and the measures taken in that regard.
1.2. The policy is based on Regulation (EU) 2022/2065 of the European Parliament and of the Council on a Single Market For Digital Services (hereinafter: DSA) and on Act CVIII of 2001 on electronic commerce services (hereinafter: E-Commerce Act).
1.3. Under the DSA, the Service Provider qualifies as a hosting service provider and an online platform, because it stores and makes publicly available content uploaded by Users (guide profiles, service descriptions, photographs, reviews, messages).
1.4. Exemption. Under Article 19 of the DSA, the Service Provider qualifies as a micro or small enterprise and is therefore exempt from certain obligations set out in Section 3 of Chapter III of the DSA (in particular: internal complaint-handling system, handling of trusted flaggers, annual transparency report). The Service Provider nevertheless voluntarily provides a complaint-handling option under this policy.
1.5. This policy forms an inseparable part of the Platform's General Terms and Conditions.
Users may contact the Service Provider regarding this policy, content reports and moderation decisions at:
The Service Provider receives reports through both automated and human means but ensures human involvement in decision-making.
Member State authorities, the Commission and the European Board for Digital Services may contact the Service Provider at:
In Hungary, the Digital Services Coordinator function is performed by the National Media and Infocommunications Authority.
3.1. It is prohibited to place on the Platform content that
3.2. In addition to the above, the Service Provider is also entitled to act where other prohibitions set out in the General Terms and Conditions are breached.
4.1. Anyone — not only a registered User — may report illegal content noticed on the Platform.
4.2. A report can be made:
4.3. For the Service Provider to assess it on the merits, a report must contain:
4.4. The Service Provider confirms receipt of the report without delay, by electronic means, if the reporter has provided contact details.
4.5. If the report is incomplete, the Service Provider invites the reporter once, with an 8-day deadline, to supplement it.
5.1. The Service Provider examines reports in a timely, diligent, non-arbitrary and objective manner.
5.2. The Service Provider assesses the report within 15 days of receipt — or, in the case of a supplement, of its provision. In the case of a strikingly serious or manifest infringement (in particular: a criminal offence, an infringement committed against a child, an immediate security risk), the Service Provider acts without delay.
5.3. Use of automated tools. The Service Provider may use automated tools to pre-screen reports and filter out obvious abuse (spam, mass reporting). The Service Provider does not take any decision to remove content, restrict its visibility or suspend an account solely on the basis of automated processing; every such decision is preceded by human review.
5.4. During the examination, the Service Provider may invite the User concerned to comment, provided this does not jeopardise the purpose of the examination.
6.1. Depending on the nature, severity and repetition of the infringement, the Service Provider may apply the following measures:
| Measure | Content |
|---|---|
| Warning | Written notice to the User to amend the content |
| Restriction of content | Reducing the visibility of the content or excluding it from search |
| Removal of content | Making the content inaccessible or deleting it |
| Change of ranking | Ranking the Partner's offers lower in the results list |
| Financial measure | Withholding payout for the duration of the examination |
| Suspension of account | Temporary restriction of the account |
| Termination of account | Termination of the contractual relationship |
6.2. The Service Provider acts in accordance with the principle of proportionality: it always chooses the least severe measure capable of ending the infringement.
6.3. In the case of a repeated or serious infringement, the Service Provider suspends the provision of the service in accordance with the principles set out in Article 23 of the DSA, following a prior warning.
7.1. Where the Service Provider takes a restrictive measure in respect of content placed by a User, it notifies the User concerned no later than on the day the measure takes effect, with a clear and comprehensible statement of reasons.
7.2. The statement of reasons contains:
7.3. The Service Provider is not required to give a statement of reasons where the content is deceptive, high-volume commercial content (spam), or where providing a statement of reasons is prohibited by law.
8.1. Against a decision of the Service Provider, the User concerned and the reporter — if their report was rejected — may lodge a complaint at ig@i-guide.hu within 6 months of notification of the decision.
8.2. The complaint must state the contested decision and the grounds for the complaint.
8.3. The Service Provider assesses the complaint through human review, in a non-arbitrary manner, and gives a reasoned reply within 15 days of receipt. If the complaint is well-founded, the Service Provider withdraws or amends its decision without delay.
8.4. Out-of-court dispute settlement (Article 21 DSA). The User is entitled to turn to an out-of-court dispute settlement body certified under Article 21 of the DSA in respect of the decision. The list of certified bodies is available from the Digital Services Coordinators and on the relevant page of the European Commission. The body's decision is not binding on the parties.
8.5. Irrespective of the above, the User may turn to a court at any time.
9.1. The Service Provider temporarily suspends the processing of notices from a reporter who frequently submits manifestly unfounded notices.
9.2. The Service Provider temporarily suspends the provision of the service to a User who frequently places manifestly illegal content.
9.3. The Service Provider applies suspension in every case only after a prior warning and after weighing all the circumstances of the case, taking into account the number, proportion and severity of the infringements and the intent behind the conduct.
10.1. The Service Provider complies with orders from Member State judicial or administrative authorities to act against illegal content or to provide information in accordance with Articles 9–10 of the DSA.
10.2. The Service Provider informs the issuing authority without delay of the receipt of the order and of the action taken.
10.3. The Service Provider informs the User concerned of the order and of the action taken no later than at the time the measure is carried out, unless the authority orders otherwise.
10.4. Suspicion of a criminal offence (Article 18 DSA). If the Service Provider becomes aware of information giving rise to a suspicion that a criminal offence involving a threat to the life or safety of a person has taken place, is taking place or is likely to take place, it informs the law enforcement or judicial authorities of the Member State concerned without delay.
11.1. The Service Provider keeps records of notices, decisions taken and statements of reasons.
11.2. The Service Provider submits the statements of reasons to the database referred to in Article 24(5) of the DSA, where this is mandatory given its size.
11.3. Personal data in the records are processed by the Service Provider in accordance with the Privacy Notice and kept until the expiry of the limitation period for enforcing claims, but no longer than 5 years.
12.1. The Service Provider may amend this policy unilaterally. Users are notified of the amendment at least 15 days before it takes effect, by email and by a notice published on the Platform.
12.2. The policy in force at any given time is continuously available on the Platform.