You can contact us by emailing us at copyrightnotice@ugreen.com.
Official UGREEN NAS Community Report&Response Policy
Official UGREEN NAS Community
Report & Response Policy
Initial Effective Date: November 3, 2025
Last Updated Date: November 3, 2025
READ FIRST — Scope & Definitions
Official UGREEN NAS Community (the "Community") Report & Response Policy (the "Policy") complements the Community Rules (the "Rules"). It describes how we receive reports or appeal, triage, act, and notify. The Rules define what is allowed or prohibited. Capitalized terms follow the Rules. This Policy applies to the Community only.
Definitions.
l Report / Reporter: a submission flagging suspected Rule violations.
l Target content: the specific post, comment, profile element, media, or reaction being reported.
l Moderator: UGREEN Community Operations staff or authorized representative.
This Policy is organized into two tracks to route reports efficiently: (I) Content & Conduct (Non-IP) covers unlawful or rule-violating content and behavior (e.g., safety risks, scams, harassment, impersonation). (II) Intellectual Property (IP) covers copyright and trademark claims subject to specific legal procedures (e.g., DMCA in the U.S., notice-forwarding in Japan). Use the Quick Links above to jump to the correct section. If you are unsure, report via (I) Non-IP and we will re-route as appropriate.
I. General Content & Conduct — Reporting & Response (Non-IP)
1. How to Report
l In‑product Report: Use the Report button on the target content.
l You may include: URL(s) of the specific post/comment/profile element; reason (choose the closest category in the form); short context (what happened, why it violates the Rules); your region (if relevant to local law); contact email (optional but recommended for follow‑up); attachments (optional: screenshots/logs with personal data redacted).
l Who may report: any Community user; third parties may use the support email in Contact Us with the same fields mentioned above.
l Emergency: If there is imminent risk of serious harm, contact local authorities first; also submit a report so we can act on the content/account.
l IP claims (copyright/trademark). Please use the IP reporting channel in Section 9 and include the required statutory elements. Reports submitted via the in‑product Report may be redirected to the IP channel and may take longer to process.
2. Triage Framework
We score reports on severity (risk) & ongoing risk, scope (reach/virality), and user history. Target response timeframes are operational goals, not contractual commitments. We will triage your reports based on its severity (from highest to lowest: Critical, High, Medium, Low). In principle, we will process it within 7 working days of receipt. We may re‑classify a case based on new facts or scope. We reserve the right to escalate;one severity;tier against;repeat offenders.
3. Actions We May Take
We act under the Community Rules. This Policy describes how we apply them; the what (prohibited content/conduct) remains defined in the Rules.
3.1. Depending on the facts, we may apply one or more of the following categories of actions:
l Content actions, including removal or edit; labels (e.g., sensitive); limited visibility.
l Feature limitations, including temporary limits on posting/comments/DM/upload; read‑only mode.
l Program & status, including removal of badges/roles.
l Points & rewards, including freeze/adjust/forfeit Points; cancellation of Vouchers obtained by fraud or violations, as permitted by law.
l Account actions, including warning; temporary suspension; permanent ban (including anti‑evasion measures).
Serious violations, such as those involving illegal activities, infringement, or fraud, will be reported to the relevant authorities.
3.2. Standards we apply when deciding actions:
l Severity & ongoing risk; scope/virality; user history (repeat offences escalate).
l Evidence sufficiency: URL‑addressable content, credible description, and—where applicable—proof of consent/authorization.
l Principles: necessity & proportionality; transparency to affected users; data minimization.
4. Process Flow
l Report received (in‑product or email) with required fields.
l Triage assigns a severity tier and checks for immediate risks.
l Action selected from Section 5 categories; we may combine actions and apply geo‑measures where legally permitted.
l Notice sent to the affected user (see Section 5) and receipt to reporter where feasible (see Section 5).
l Appeal window opens for the affected user (see Section 6).
l Record keeping for audit/appeals (minimal records as required by law and to process appeals; see Privacy Policy for full details).
5. User Notices
l Removal/Action notice to the affected user: includes the clear and specific statement of reasons (rule reference and key facts), the action taken and duration (if temporary), and links to appeal.
l Reporter receipt. We will confirm receipt and, without undue delay, inform you of our decision category (e.g., removed / restricted / no action) and available redress information. To protect privacy, we do not disclose other users’ personal data or account-level measures.
6. Appeals
l Default window (global). Affected users and the Reporter may appeal within 7 calendar days of a decision; we aim to respond within 7 business days.
l Where the law grants a longer period, that longer period applies. For example, in the EU under the Digital Services Act (“DSA”), affected users have up to 6 months from the decision date to file a complaint and, if desired, seek out‑of‑court dispute settlement (“ODS”)with a certified body. Our 7‑day default is without prejudice to these statutory rights.
l Appeals should include the URL(s), why the action was incorrect, and any supporting facts. Repetitive/bad‑faith appeals may be closed.
7. Contact Us
l User reports: use our in‑product Report; or use the support email at communityservice@ugreen.com.
l Third Parties: use the support email at communityservice@ugreen.com. We may request limited information to verify your identity.
II. Intellectual Property — Reporting & Response (Copyright/Trademark)
8. How to Report IP Infringement
We fully respect the intellectual property rights of others, encourage users to create lawful content, and require compliance with our Terms and Conditions (including the Community Rules) and not to infringe others’ intellectual property rights, including copyrights and trademarks.
Please note that we cannot adjudicate disputes between third parties, and due to technical limitations, we may be unable to directly remove content or suspend accounts. Rights owners may pursue remedies through litigation or other legal channels. If you are unsure whether the content you wish to report infringes your rights, we recommend seeking legal advice first.
8.1. Copyright
8.1.1. Copyright Overview
Copyright is a statutory right that protects original works. In most countries or regions, original works fixed in a tangible medium of expression, which includes but not limited to literary works, audiovisual works, photographs, and computer software, are protected under national copyright laws and/or relevant international treaties. Generally, copyright protects the expression of ideas, not the ideas or facts themselves.
8.1.2. Copyright Infringement
The use of other copyrighted work without authorization may violate our intellectual property policies and constitute copyright infringement. For example, users shall not download a rights owner’s photos without authorization and post them on the site or share unauthorized streaming or download links to pirated audiovisual content.
However, not all use of other copyrighted work without authorization constitute infringement. In certain cases, using copyrighted works without authorization may qualify as fair use or fall under copyright exceptions. For instance, using copyrighted works for purposes such as quotation, criticism, or commentary, or using works for parody, satire, or imitation in accordance with applicable legal requirements. These exceptions include the fair use doctrine in the United States, copyright exceptions in the European Union, fair use provisions in Japan, and other equivalent exceptions under local laws or relevant international treaties.
8.1.3. Notice to Copyright Infringement
If you are the copyright owner or an authorized representative thereof and believe that any material provided through our services infringes the copyright you own or control, you may submit a notice to us. Before submitting such a notice, you should consider whether the content in question may fall under any fair use or copyright exceptions described above.
Copyright Agent Information: Please refer to the latest publicly available search results.
Please note that the United States Digital Millennium Copyright Act (DMCA) or similar laws in other countries and regions set forth statutory requirements for submitting a notice. To help us assess your notice promptly, please ensure that your notice, sent via either method above, includes all the following required information. If we have questions during the process, we may contact you for clarification. Failure to provide the required information may affect the assessment and result in your request being denied. Required Information for a notice:
1) The name of the copyright owner.
2) The name and contact information of the complainant (if the complainant is authorized to act on behalf of the right owner).
3) A description of the copyrighted work and proof of ownership.
4) A description of the content that is claimed to be infringing or to be the subject of infringing activity and that is to be removed or access to which is to be disabled, and its location within the service.
5) A statement that the complainant has a good faith belief that the use of the content is not authorized by the copyright owner or its agent.
6) A statement that the information in the notice is accurate and, under penalty of perjury, that the complaining party is authorized to act on behalf of the copyright owner.
7) The physical or electronic signature of the copyright owner and authorized representative (if any).
Please note that intentionally submitting misleading, fraudulent, or otherwise improper copyright complaints may result in the notice being rejected, and you may be liable for damages under the copyright laws and other applicable laws of your country or region. Additionally, in accordance with applicable laws and regulations, we may forward relevant information from your notice to the party being complained against, including but not limited to the name of the copyright owner, your contact information, and a description of the allegedly infringing material, to facilitate the handling of your notice.
8.1.4. Removal, Access Restriction, or Forwarding of Infringing Content
We will process notices in the order in which requests are received, take measures including removal, access prohibition, etc., or maintain the status based on the assessment result, and inform you of the assessment result and handling situation.
8.1.4.1. For users in the United States or the European Union: Upon receipt of a valid notice, we will assess the notice in accordance with applicable laws, regulations, and our intellectual property policies within 5 working days (or within the period required by applicable laws and regulations, whichever is shorter), and may take the following actions as appropriate:
1) Remove or disable access to the content identified as infringing in the notice.
2) Notify the user who posted the content that we have received a copyright infringement notice and removed the content, as well as the user may submit a counter-notice if they disagree.
3) Inform the copyright owner of the actions we have taken.
Where appropriate, we will make reasonable efforts to prevent the content from being reposted, which may include suspending users who repeatedly violate our intellectual property policies and infringe others’ copyrights. In cases of severe copyright infringement, we may, at our discretion, suspend the relevant accounts and reserve the right to refuse the creation of new accounts by the same user.
8.1.4.2. For users in Japan: Upon receipt of a valid notice, we will promptly provide the notice to the party being complained against and inquire whether they agree to remove or block the content that is claimed to be infringing. If we do not receive a response indicating disagreement within 5 working days from the date of inquiry, we will remove or restrict access to the content.
8.1.5. Counter-notice
8.1.5.1. For users in the United States or the European Union: If your content has been removed or disabled due to a third party’s notice, you will receive a notification of the actions we have taken. In accordance with applicable laws and our policies, removed or disabled content will be permanently deleted after a reasonable period, and once deleted, it cannot be restored. If you believe your content was removed in error or does not infringe any copyright, you may submit a counter-notice within a reasonable period after receiving the notification by emailing us at copyrightnotice@ugreen.com, requesting reinstatement of your content.
Please note that the DMCA or similar laws in other countries and regions may set forth statutory requirements for submitting a counter-notice. To help us assess your notice promptly, please ensure that your notice, sent via either method above, includes all the following required information. If we have questions during the process, we may contact you for clarification. Failure to provide the required information may affect the assessment and result in your request being denied. Required Information for a counter-notice:
1) The name and contact information of the party being complained against.
2) The title, description, location, and section of the content that was removed or disabled.
3) The reason for requesting reinstatement of the content.
4) A statement that the party being complained against has a good faith belief that the content was removed or disabled due to mistake or misidentification, and that the information in the counter-notice is accurate, with a declaration under penalty of perjury that the party being complained against is authorized to act.
5) A statement consenting to the jurisdiction of the appropriate court and accepting service of relevant legal documents in accordance with applicable laws (if any).
6) The physical or electronic signature of the party being complained against.
Please note that, to the extent permitted by law, we may forward your counter-notice to the complainant in accordance with our Terms and Conditions and Privacy Policy, including your contact information. The copyright owner may use this information to pursue legal action and request a court order to remove the content. If your content does not actually infringe the copyright, or if we do not receive notice of legal action from the copyright owner within 10–14 working days in accordance with applicable law, we may restore the content.
8.1.5.2. For users in Japan: You will receive the forwarded copyright infringement notice and an inquiry asking whether you agree to remove or block the content being complained against. If you disagree, you may submit a counter-notice including above necessary information within 5 working days of receiving the inquiry. Otherwise, we will remove or restrict access to the content.
8.2.1. Trademark Overview
A trademark is the words, symbols, phrases, designs, and related elements combination used to identify the source of goods or services. In most countries or regions, trademarks are protected under national trademark laws to prevent public confusion.
8.2.2. Trademark Infringement
Trademark infringement includes, but is not limited to the use of an identical or similar trademark on goods and/or services without authorization, causing confusion, misunderstanding, or deception regarding the source or origin of the goods and/or services, or harming the reputation of the goods and/or services; the impersonation of a trademark owner without authorization, including the illegal manufacture, import, export, distribution, sale, facilitation, or other commercial activity involving goods similar to a registered trademark; and other acts defined as trademark infringement under applicable laws.
However, not all use of other trademarks without authorization constitute infringement. For example, using another party’s trademark for purposes such as quotation, commentary, criticism, parody, or evaluation of the trademark owner’s goods and/or services may be permitted. Such exceptions also include other equivalent exceptions under the laws applicable in your country or region.
8.2.3. Notice to Trademark Infringement
If you are the trademark owner or an authorized representative thereof and believe that any material provided through our services infringes the trademark right you own or control, you may submit a notice to us. Before submitting such a notice, you should consider whether the content or behavior is permitted by the applicable laws. You can contact us at copyrightnotice@ugreen.com.
To help us assess your notice promptly, please ensure that your notice, sent via either method above, includes all the following required information. If we have questions during the process, we may contact you for clarification. Failure to provide the required information may affect the assessment and result in your request being denied. Required information for a notice:
1) The name of the trademark owner.
2) The name and contact information of the complainant (if the complainant is authorized to act on behalf of the right owner).
3) A description of the infringed trademark, its registration status and proof of ownership.
4) A description of the content that is claimed to be infringing or to be the subject of infringing activity and that is to be removed or access to which is to be disabled, and its location within the service.
5) A statement that the complainant has a good faith belief that the use of the content is not authorized by the trademark owner or its agent.
6) A statement that the information in the notice is accurate and, under penalty of perjury, that the complaining party is authorized to act on behalf of the trademark owner.
7) The physical or electronic signature of the trademark owner and authorized representative (if any).
Please note that intentionally submitting misleading, fraudulent, or otherwise improper complaints may result in the notice being rejected, and you may be liable for damages under the trademark laws and other applicable laws of your country or region. Additionally, in accordance with applicable laws and regulations, we may forward relevant information from your notice to the party being complained against, including but not limited to the name of the trademark owner, your contact information, and a description of the allegedly infringing material, to facilitate the handling of your notice.
8.2.4. Removal, Access Restriction, or Forwarding of Infringing Content
We will process notices in the order in which requests are received, take measures including removal, access prohibition, etc., or maintain the status based on the assessment result, and inform you of the assessment result and handling situation.
8.2.4.1. For users in the United States or the European Union: Upon receipt of a valid notice, we will assess the notice in accordance with applicable laws, regulations, and our intellectual property policies within 5 working days (or within the period required by applicable laws and regulations, whichever is shorter).and may take the following actions as appropriate:
（1） Remove or disable access to the content identified as infringing in the notice.
（2） Notify the user who posted the content that we have received a trademark infringement notice and removed the content, as well as the user may submit a counter-notice if they disagree.
（3） Inform the trademark owner of the actions we have taken.
Where appropriate, we will make reasonable efforts to prevent the content from being reposted, which may include suspending users who repeatedly violate our intellectual property policies and infringe others’ trademark rights. In cases of severe trademark right infringement, we may, at our discretion, suspend the relevant accounts and reserve the right to refuse the creation of new accounts by the same user.
8.2.4.2. For users in Japan: Upon receipt of a valid notice, we will promptly provide the notice to the party being complained against and inquire whether they agree to remove or block the content that is claimed to be infringing. If we do not receive a response indicating disagreement within 5 working days from the date of inquiry, we will remove or restrict access to the content.
8.2.5. Appeal
8.2.5.1. For users in the United States or the European Union: If your content has been removed or disabled due to a third party’s notice, you will receive a notification of the actions we have taken. In accordance with applicable laws and our policies, removed or disabled content will be permanently deleted after a reasonable period, and once deleted, it cannot be restored. If you believe your content was removed in error or does not infringe any trademark right, you may submit an appeal within a reasonable period after receiving the notification by emailing us at copyrightnotice@ugreen.com,requesting reinstatement of your content.
To help us assess your appeal promptly, please ensure that your appeal, sent via either method above, includes all the following required information. If we have questions during the process, we may contact you for clarification. Failure to provide the required information may affect the assessment and result in your request being denied. Required Information for an appeal:
（1） The name and contact information of the party being complained against.
（2） The title, description, location, and section of the content that was removed or disabled.
（3） The reason for requesting reinstatement of the content.
（4） A statement that the party being complained against has a good faith belief that the content was removed or disabled due to mistake or misidentification, and that the information in the appeal is accurate, with a declaration under penalty of perjury that the party being complained against is authorized to act.
（5） A statement consenting to the jurisdiction of the appropriate court and accepting service of relevant legal documents in accordance with applicable laws (if any).
（6） The physical or electronic signature of the party being complained against.
Please note that, to the extent permitted by law, we may forward your appeal to the complainant in accordance with our Terms and Conditions and Privacy Policy, including your contact information. If your content does not actually infringe the trademark right, we may restore the content.
8.2.5.2. For users in Japan: You will receive the forwarded trademark infringement notice and an inquiry asking whether you agree to remove or block the content being complained against. If you disagree, you may submit a counter-notice including above necessary information within 5 working days of receiving the inquiry. Otherwise, we will remove or restrict access to the content.