Trust & Safety Policy

Referenced in Terms of Service §9.9. Covers what isn't allowed on FitSwap, how listings and reports are reviewed, and what happens to an account found in violation.

11.1 Prohibited Items & Listings

Listings may not include:

Counterfeit, replica, or otherwise unauthorized-reproduction goods
Stolen items, or items you don't have the right to sell or swap
Alcohol, firearms, weapons, ammunition, or controlled substances (branded merchandise referencing these is generally fine — the item itself is not)
Anything that violates applicable law, including Canadian import/export or consumer-protection law

Every listing is screened before it's visible to other users. Listings that pass screening are approved automatically; listings that are flagged wait in a human review queue before they go live. FitSwap may remove a listing, or place it back in review, at any time — including after it was previously approved.

11.2 Prohibited Conduct

Users agree not to:

Misrepresent an item's condition, size, brand, or authenticity
Arrange swap terms off-platform in a way that avoids FitSwap's dispute process
Harass, threaten, or discriminate against other users
Attempt to manipulate ratings, create fake or duplicate accounts, or otherwise abuse the platform's trust systems
Circumvent a suspension, listing restriction, or ban by creating a new account

11.3 Reporting a Problem

If something goes wrong with a specific swap — an item that never shipped, or one that arrived significantly different from its listing — file a dispute from the swap itself within the protection window described in the Swap Protection Policy. For anything else — a listing that shouldn't be up, or a user violating these guidelines outside of a specific swap — contact support directly.

11.4 Repeat-Offender Escalation Ladder

Substantiated complaints against an account accumulate on a three-step ladder:

1st substantiated complaint — a warning, with a note added to the account.
2nd substantiated complaint — a temporary, 30-day restriction on creating new listings.
3rd substantiated complaint, or a clear pattern of fraud — a permanent ban from the Services.

A complaint becomes "substantiated" either automatically — for example, when a shipping deadline is missed in a way that clearly identifies which side is at fault — or through an admin ruling on a filed dispute. FitSwap may move directly to a longer restriction or an immediate ban, without progressing through every step, where the severity of the conduct warrants it (for example, fraud, counterfeit goods, or a threat to another user's safety).

11.5 Account Suspension & Termination

FitSwap may suspend or terminate an account for violating these guidelines, the Terms of Service, or applicable law. A banned account cannot sign in, list items, or propose swaps. Attempting to circumvent a ban by creating a new account is itself a violation of these guidelines.

11.6 In-Person Meetup Safety

FitSwap facilitates connections between users but has no control over, and assumes no responsibility for, conduct during in-person meetups. If you choose to meet in person to complete a swap:

Meet in a public place, ideally during daylight hours
Consider bringing a friend, or telling someone where you'll be
Trust your judgment — you're never obligated to go through with a meetup that feels unsafe, and you can cancel and report it instead

11.7 Appeals

An account holder who believes a strike, listing restriction, or ban was applied in error may appeal by contacting support within 30 days of the decision. Include any evidence that wasn't already considered in the original review.

Appeals are reviewed by a member of the Trust & Safety team who wasn't involved in the original decision. FitSwap responds to a standard appeal (a warning or listing restriction) within 5 business days. Because a ban blocks all use of the Services, ban appeals are handled on an expedited basis, with a response within 2 business days. Decisions on appeal are communicated in writing through the same channel as the original notice.

Only one appeal is available per decision. If an appeal is denied, the original decision stands — a later, separate violation can still be appealed on its own if and when it occurs.