Version 2.6 · Last Updated: October 28, 2026 · Effective: Version 2.6 amendments effective November 4, 2026; all other provisions in effect since October 28, 2026
📌 Applicable Parties: All Members, Merchants, and Visitors who post, comment, or interact in the SWAY Community Discussion Area, restaurant reviews, profile pages, or merchant binding interactions. These Guidelines are a specific elaboration of §6 (User Conduct) and §7 (UGC Rules) of the Terms of Service and shall be read in conjunction with the DMCA Copyright Notice Policy, Privacy Policy, and Refund and Cancellation Policy.
⚠️ Policy Application: Upon the effective date of these Guidelines, your posting, commenting, liking/disliking, reporting, replying, updating your profile photo, or editing your self-introduction on this Platform shall be subject to the provisions of these Guidelines. The Company shall interpret and enforce these Guidelines within a reasonable scope, bound by the Consumer Protection Act, the Civil Code, and other relevant laws of the Republic of China (Taiwan). The Company may amend these Guidelines, and shall give notice in a reasonable manner before the amendment (such as in-App announcement or email); for amendments materially adverse to you, the Company shall additionally notify you by individual means (such as in-app message, email, or push notification), and the amendment shall take effect from the effective date stated in the notice and shall not apply retroactively. If you do not agree to the amended content, you may cease using the relevant features or terminate your account; continued use after the amendment takes effect shall be deemed agreement to the amended Guidelines.
1.1 These Guidelines apply to the following:
1.2 These Guidelines apply equally to all users, regardless of member tier (Free / Plus), merchant plan (Free / Plus Merchant / chain plans / Enterprise), or paid status.
All content posted on this Platform shall meet the following basic standards. With respect to content that violates, or for which there is substantial evidence of a violation, the Company may take actions under Section VI within a reasonable scope of discretion; for any such action, except where disclosure is prohibited by law or would impede an investigation, the Company shall give notice and briefly state the grounds, and the user may submit a request for reconsideration under Sections V and VII of these Guidelines:
| Type | Specific Conduct |
|---|---|
| Defamation | Maliciously slandering merchants or others, spreading untrue allegations |
| Pornography / Violence | Nudity, sexual innuendo, gore, animal cruelty |
| Child Sexual Exploitation | Sexual innuendo involving children, exploitation, threatening content against minors |
| Threats / Harassment | Threats to others' personal safety, persistent harassment of specific persons |
| Personal Data Leakage | Disclosure of others' name, phone, address, license plate without consent |
| IP Infringement | Unauthorized use of others' photos, videos, copy |
| Discrimination / Hate | Hate speech based on race, gender, sexual orientation, religion, nationality |
| Type | Specific Conduct |
|---|---|
| Commercial Advertising | Unauthorized third-party advertising, recruiting LINE additions |
| Fraud | Inducing clicks on phishing links, impersonating customer service, fake giveaways |
| Spamming | Repeated posting, meaningless comments, bot accounts |
| Fake Reviews | Self-orchestrated by merchants, paid five-star reviews, malicious one-star attacks on competitors |
| Disrupting Experience | Spamming, interfering with discussions, posting junk messages |
| Off-Topic | Political controversies, religious debates unrelated to food discovery |
| Type | Specific Conduct |
|---|---|
| Unauthorized Commercial Advertising | Promoting merchants, products, services, apps, courses, cryptocurrency, gambling, MLM in reviews or posts |
| Undisclosed Sponsorship | Posting reviews after receiving meals, gifts, or compensation from merchants without clearly noting "sponsored," "partnership," or "advertisement" |
| Off-Platform Solicitation | Inducing others to add LINE, IG, DM, or other platforms to circumvent the Platform's mechanisms |
| External Link Abuse | Mass insertion of external links, shortened URLs, phishing links, tracking links |
| Undisclosed Affiliate Marketing | Including affiliate links and referral commission links without clearly noting |
| Merchant Self-Reviews | Merchants using a personal account to review their own restaurant or restaurants in their own group (conflict-of-interest statements) |
The Company may use AI detection tools to identify content suspected of being undisclosed sponsorship, advertising, or commercial cooperation. AI detection results are the Company's internal judgment, and the Company may, with respect to content suspected of being sponsored:
The model, training data, decision rules, and weights of AI sponsorship detection are the Company's trade secrets and are not disclosed externally; publishers may not request the Company to provide specific grounds for determination on the basis that "the detection standards are not public."
Strong negative reviews of merchants with objective factual basis (including photos, receipts, verifiable details) may be retained; pure emotional venting, personal attacks, and unverifiable allegations may be taken down. With respect to unconfirmed insider information, gossip, rumors, and competing-product comparisons, the Company may label them "unverified," demote, hide, or remove them within a reasonable scope of discretion; for any such action, except where prohibited by law or where it would impede an investigation, the Company shall, within a reasonable period, give notice and briefly state the grounds, and the publisher may submit a request for reconsideration under Sections V and VII of these Guidelines.
| Code | Category | Subcategories |
|---|---|---|
| R01 | Harassment / Personal Attack | Persistent harassment of specific persons, insults, personal attacks |
| R02 | Hate Speech | Discrimination, bullying, or hate speech based on race, gender, sexual orientation, religion, nationality, etc. |
| R03 | Spam / Ads | Unauthorized commercial promotion, phishing links, repeated posting, spamming |
| R04 | Misinformation | False allegations, fake reviews, misleading content |
| R05 | Sexual Content | Nudity, sexual innuendo |
| R06 | Violence / Threats | Gore, violence, threats to others' personal safety |
| R07 | Child safety concern | Sexual innuendo involving children, sexual exploitation, threats against children or minors, and other inappropriate content concerning children or minors |
| R08 | Illegal Activity | Other content that violates the law |
| R09 | Other | Other content that violates these Guidelines (such as disclosure of personal data or infringement of image rights); please explain in the "Additional details" field |
The codes above are used only for reference in these Guidelines; the in-app reporting screen shows the category names. For infringement of copyright or other intellectual property rights, please submit a notice under the DMCA Copyright Notice Policy (the "⋯" menu on reviews in the App also has a "Report copyright infringement" option).
The following circumstances shall be deemed abusive reports and the Company may apply progressive measures:
| Cumulative Count | Action |
|---|---|
| 1st time | Warning + placement on watch list |
| 2nd time | Suspension of reporting privilege for 30 days |
| 3rd time | Account suspension for 7 days + reporting privilege suspended for 90 days |
| 4th time | Account suspension for 30 days + permanent suspension of reporting privilege |
| 5th time or material abuse | Permanent account termination + listing on banned re-registration list |
If abusive reporting causes damages to the Company or others, the Company may seek damages per §17 of the Terms of Service.
| Category | Processing Time |
|---|---|
| Content involving children (R07, or an email report stating that children are involved) | Action taken within 4 hours (including hiding the content pending review), and review completed within 24 hours |
| Illegal content (R02, R05, R06, R08, and R01 involving criminal conduct) | Action taken within 24 hours (including hiding the content pending review) |
| General report | Action taken within 24 hours (including hiding the content pending review); where the content is not hidden under §5.2, see the paragraph below the table |
| Cases requiring human judgment | Review completed and notice given, in principle, within 7 days |
"Taking action" in the table above means hiding the content pending review, or reaching a review outcome under §5.3. The 24-hour time limit in the table does not apply to a general report whose content is not hidden under §5.2; for such reports, and for hidden content that still requires human judgment, the Company will, in principle, reach a review outcome under §5.3 and give notice within 7 days from the date the report is received, except that the review of content involving children is completed within 24 hours as set out in the table. For content involving children and illegal content, regardless of who made the report, the Company will hide the content or reach a review outcome within the time limits in the table.
Content reported by a member is, in principle, hidden as soon as the report is submitted, reviewed within the time limits in §5.1, and then handled under §5.3. However, in any of the following cases the content is not hidden before the review is completed and is still reviewed within the time limits in §5.1: (a) a merchant reports a review of its own restaurant; (b) the content was previously reported and was restored after review by the Company; (c) content hidden as a result of the same reporter's reports within 24 hours has reached a certain number (counted across the Service or per restaurant). If reported content shows obvious signs of illegality (R02, R05, R06, R07, R08), the Company may hide it first and then review it, regardless of who reported it. When content is hidden pending review, the original poster receives an in-app notification that the content has been temporarily hidden (and a push notification, if enabled).
| Outcome | Action |
|---|---|
| Substantiated | Delete content, notify both parties, additional penalties depending on severity |
| Partially Substantiated | Require modification by original poster, notify both parties |
| Not Substantiated | Restore display, notify both parties (without disclosing reporter) |
| Requires Supplementation | Notify reporter to supplement within 7 days; case closed if overdue; if supplemented, the 7-day review period under §5.1 runs from the date of supplementation |
The Company may, within a reasonable scope, adjust review standards, the degree of measures, processing timelines, priority, and resource allocation based on its commercial judgment, regional policies, regulatory changes, third-party platform requirements, and operational cost considerations, provided that it shall not act arbitrarily and shall be commensurate with the severity of the violation and consistent with the principle of proportionality; the foregoing discretion does not exclude your right to seek mediation, complaint, litigation, and other statutory remedies in accordance with law. The Company's review or non-review of content does not constitute endorsement, warranty, or legal opinion of any content; non-removed content does not signify the Company's recognition of its truthfulness or legality.
| Count | Penalty |
|---|---|
| 1st time | Warning + deletion of violating content |
| 2nd time | Mute for 7 days |
| 3rd time | Mute for 30 days |
| 4th time | Account suspension for 90 days |
| 5th time or material violation | Permanent account termination |
Principle of Proportionality: The severity of the foregoing penalties shall be commensurate with the severity of the violation and consistent with the principle of proportionality. General violations are subject to the foregoing progressive, escalating measures; only for material violations (such as the circumstances listed in the red box below) may long-term or permanent suspension or account termination be imposed. Any disposition shall state the grounds and afford the person subject to it an opportunity to submit a request for reconsideration under Sections V and VII of these Guidelines (except where prohibited by law or where it would impede an investigation).
⚠️ Circumstances of Immediate Termination (Not Subject to Tiered Treatment):
For the foregoing circumstances involving criminal liability, the Company may, without notice to such user, file complaints with police, provide necessary data, and cooperate with judicial investigations.
Reservation of Right to Remedies: The appeal mechanism prescribed in these Guidelines is the Company's internal self-regulatory handling procedure and does not restrict any party's right to seek civil, criminal, or administrative remedies in accordance with law. In addition to handling matters through the appeal mechanism under this Policy, reported persons may also file a complaint or apply for mediation under the Consumer Protection Act, or bring an action in accordance with law. Persons dissatisfied with appeal results may proceed under §20 dispute resolution procedures of the Terms of Service, provided that such procedure shall not affect their statutory right to remedies.
Criticism of merchants shall have an objective factual basis (such as price, service, sanitation, dishes, service attitude, dining environment and accessibility facilities). Prohibited:
Upon receiving negative reviews, merchants may: (a) respond publicly below the review under the store's official identity (verified merchants only); (b) report to SWAY with explanation. Merchants shall not: (a) DM, harass, threaten, or sue reviewers; (b) request reviewers to delete via chargeback, refund, or private deals; (c) use member data to contact reviewers for retaliation.
The Company shall not adjudicate, mediate, or arbitrate in any form disputes between Members and Merchants arising from reviews, nor shall it express opinions on review truthfulness or appropriateness. The parties shall pursue resolution through judicial procedures themselves; the Company only handles per the reporting mechanism in this Policy.
Merchants engaging in self-orchestrated reviews, purchasing fake reviews, manipulating ratings (including creating or marking false counter-service records to affect the calculation of average star ratings under §8.5), or filing retaliatory litigation against reviewers giving negative reviews — shall be processed per the prohibited-acts provisions of §4 of the Merchant Service Agreement. As to liquidated damages, they shall be calculated on the basis of the Company's actual losses or the merchant's plan fee for the then-current period, capped at a reasonable amount; where the agreed liquidated damages are excessive, the court may reduce them to a reasonable amount pursuant to Article 252 of the Civil Code. For material violations, the Company may, for a reasonable and necessary period (in principle not exceeding 2 years), restrict the breaching party itself from re-applying for the relevant services.
The average star rating of SWAY member reviews that the Service shows for a store includes only reviews that meet both of the following conditions: (a) when the author wrote the review, the author's account had been registered for at least 7 days; and (b) the author has a counter-service record at that store, meaning that the store's staff or the store's point-of-sale system has awarded the author points, the store has redeemed the author's coupon, points redemption code or other offer the store provides to members, or the author has been seated at the store through its queue or had a reservation marked by the store as seated or completed, whether that record arose before or after the review was written. A review whose author has only an in-store scan record (including a review marked "✓ Scanned in-store") and no such counter-service record does not meet condition (b). Reviews that do not meet these conditions remain public and are included in the total number of reviews, but are not included in the average star rating; the store page in the App also shows the number of reviews not included in the average. If none of the reviews is included in the average, no average star rating is shown. Where the system temporarily cannot determine whether these conditions are met, the average star rating may temporarily be calculated using all reviews. This method of calculation does not mean that the Company considers any review to be false or in breach of this Policy; reports concerning reviews and their handling remain governed by §4 to §6 of this Policy.
| Category | Retention Period |
|---|---|
| Reporting records (substantiated and not) | 3 years |
| Violating content (taken down, de-identified) | 3 years |
| Long-term or permanent suspension decisions (material violations satisfying the principle of proportionality, per §6.1) | Duration of the suspension and 5 years thereafter |
| Judicial case-related materials | Per judicial requirements, typically 5 years |
The Company may publish a community governance transparency report, which may cover total report counts, dispositions per category, average processing time, and judicial inquiries.
To protect users from harassment, stalking, or inappropriate interaction, SWAY provides a "User Block" feature.
Tap "⋯" → "Block this user" at the top right of a restaurant review. You may unblock at any time under Profile → Advanced settings → Community safety → My block list.
When you post reviews, upload photos, build favorites lists, or submit content through any means on SWAY (collectively, "User Content"), this is deemed your agreement to the following terms:
You retain the copyright in the User Content you post. To the extent necessary to provide and market the Service, you grant SWAY a non-exclusive, worldwide, royalty-free license (its scope, sublicensing, and termination are governed by §5.1 and §5.3 of the Terms of Service) for:
You may delete your User Content at any time; the Company shall, within a reasonable period, cease using it and remove it from the front end. However, for any portion that has already been lawfully shared or cited by third parties under the license, or that has been incorporated into routine backups and cannot technically be cleared immediately, the Company may retain it until the next routine cleanup (per §5 retention exceptions of the Privacy Policy). Where retention is required by law, it shall be retained in accordance with law.
You agree that SWAY shall use AI models (Anthropic Claude) to conduct content moderation on text and images you upload, for the purpose of detecting:
AI moderation results serve only as internal review reference; final decisions on takedown / retention shall be made by the Company and processed per §V Review Process. You have the right to appeal review results.
If your uploaded content violates this consent (such as misappropriation of others' copyright, posting false reviews, malicious slander, AI generation impersonating real experiences), SWAY has the right to immediately take down and process per §VI Violation Penalties, and seek damages per §17 of the Terms of Service. Damaged third parties may also submit formal requests through the DMCA Copyright Notice mechanism.
Where UGC posted attributable to you causes damage to the Company, other users, Merchants, or third parties, you shall be liable to compensate for the actual and reasonable damage that has occurred and bears a substantial causal relationship with your conduct (any portion thereof constituting attorney fees or litigation costs shall be determined in accordance with the Code of Civil Procedure and the court's discretion); any portion in the nature of liquidated damages that is manifestly disproportionate may be reduced pursuant to Article 252 of the Civil Code. The Company shall not, without your consent or due process of law, directly offset amounts against your account balance, points, coupons, or paid balance; provided, however, that with respect to a claim that has become final, the Company may assert set-off in accordance with law.
These Guidelines Version 2.6, published October 28, 2026 and effective November 4, 2026 (notice is given by in-app announcement before the amendment takes effect, under "Policy Application" in these Guidelines); the effective dates of all other provisions are unchanged. Changes in Version 2.6: §6.2 "Loss of Accumulated Assets" is changed to "Treatment of Accumulated Assets": your member tier, platform points and referral rewards on the Platform, offers issued by the Company and event participation rights all lapse; points you have accumulated with each merchant and merchant coupons you have claimed are issued by the respective merchant under its own rules and are handled in accordance with §3.4(c) of the Merchant Service Agreement and that merchant's rules, and the Company does not unilaterally reset them to zero (previously, member tier, accumulated points, coupons, physical benefits, referral rewards and event participation rights were all reset to zero).
Prior Version 2.5, published October 24, 2026 and effective October 28, 2026 (the same day as Version 2.4). Changes in Version 2.5: the names of the merchant plans listed in §1.2 are amended, in line with Version 3.2 of the Merchant Service Agreement, to Free, Plus Merchant, chain plans and Enterprise (the names of the former Chain Lite and Chain Pro plans are deleted); the rules of these Guidelines, which apply equally to all users, are unchanged.
Prior Version 2.4, published October 14, 2026 and effective October 28, 2026 (this version adjusts the stated time limits for handling reports and the manner of reviewing appeals, and notice is given before it takes effect under §21.2 of the Terms of Service); prior Version 2.3 published and effective September 29, 2026 (because that version corrects statements that did not match how the Service actually works, and its other changes are in users' favor); prior Version 2.2 published September 16, 2026, effective September 23, 2026; prior Version 2.1 effective June 6, 2026; prior Version 2.0 effective May 4, 2026.
Changes in Version 2.4: (1) the heading of §5.1 is changed to "Processing Time Limits"; for content involving children, illegal content and general reports, "review within the time limit" is changed to "action taken within the time limit (including hiding the content pending review)", with the same number of hours (within 4 hours, within 24 hours and within 24 hours, respectively), and the review of content involving children is completed within 24 hours; "Gray-area requiring human discussion, within 7 days" is changed to "cases requiring human judgment: review completed and notice given, in principle, within 7 days"; a paragraph is added below the table defining "taking action" and stating that the 24-hour time limit does not apply to a general report whose content is not hidden under §5.2, that such reports and hidden content still requiring human judgment are, in principle, decided and notified within 7 days from the date the report is received, and that content involving children and illegal content are hidden or decided within the time limits in the table regardless of who made the report; (2) in §5.3, where the reporter supplements information, the 7-day review period runs from the date of supplementation; (3) in §5.4, appeals are re-examined by the Company through human review, instead of being reviewed by "different review staff or supervisors"; (4) in §11.3, the final decision on takedown / retention is stated as made by the Company, instead of "the SWAY review team"; (5) new §8.5 "How Average Star Ratings Are Calculated": a store's average star rating of SWAY member reviews includes only reviews whose author's account had been registered for at least 7 days when the review was written and whose author has a counter-service record at that store (points awarded by staff or the point-of-sale system; redemption of a coupon, points redemption code or other offer; being seated through the queue; or a reservation seated or completed; whether before or after the review); other reviews remain public and are counted in the total but not in the average, and the store page in the App shows how many are not counted; if none is counted, no average star rating is shown; a review with only an in-store scan record and no counter-service record is not counted in the average; where the system temporarily cannot determine these conditions, all reviews may temporarily be used in the calculation; (6) §8.4 states that manipulating ratings includes creating or marking false counter-service records to affect the calculation of average star ratings under §8.5; (7) the "Re-Registration Ban" in §6.2 is changed from listing on the ban list of the Company and its affiliates with no re-registration by any means within 5 years to restricting, for a reasonable and necessary period, re-registration with the same identifying information by those terminated for a material violation, and "real-name identity" (which the Company does not collect) is deleted, consistent with §3.4 of the Terms of Service; (8) for "Linked Accounts" in §6.2, related merchant accounts are limited to those with the same principal or the same business identification number, "same registered address" is deleted, and it is stated that innocent third parties are not subject to joint action merely because family members share a device or businesses operate at the same address; (9) the community governance transparency report in §9 is changed from "published annually, with the first report expected in Q1 2027" to "may be published".
Changes in Version 2.3: (1) the reporting method and the report reason categories in §4.1 and §4.2 now match the options actually offered in the App (including the new "Child safety concern" option), and copyright and other intellectual property infringement is handled under the DMCA Copyright Notice Policy; the 4-hour review timeline in §5.1 for content involving children now applies to reports made with that option or by an email report stating that children are involved; the codes cited in §5.1 and §5.2 are updated accordingly; (2) §5.2 sets out the cases in which content reported by a member is not hidden in advance, and the statement that the original poster sees an "Under Review" status is corrected to say that the original poster receives an in-app notification; (3) the appeal period in §5.4 and §7 changes from 7 days to 30 days, consistent with §7.2 of the Terms of Service, and the "one-time" and "deemed acceptance if overdue" limits are removed; §12 now states the 30-day appeal period and that takedown notices are sent by in-app notification (and push notification), and the statement about an automatic email is removed; §5.4, §7 and §12 also state that when a member's content is taken down or hidden because of a report or following the Company's review, the member is notified by in-app notification (and push notification); (4) §10.1 and §10.2 are corrected to describe how blocking actually works (blocking is one-way: you no longer see the other party's restaurant reviews and community posts, but it does not prevent the other party from viewing or interacting with your public content), together with the correct paths to block and unblock; (5) in §11.2, "affiliates" is removed as licensees and "API external services" is removed as a use, and the scope, sublicensing and termination of the license are governed by §5.1 and §5.3 of the Terms of Service; (6) §11.3 no longer names Cloudflare Workers AI, which the Service no longer uses; (7) in §6.2, "device fingerprint" is replaced, as an identifier for the re-registration ban list, by the random device code generated by the App itself; (8) in §8.2, the eligibility of merchants to reply publicly below a review is corrected to verified merchants (not limited to those on a paid plan), matching how the Service actually operates; (9) translation corrections.
Changes in Version 2.2: (1) the processing time for general reports in §5.1 is shortened from within 48 hours to within 24 hours; (2) §5.2 adds that content reported by a member is hidden until the review is completed, while a review that a merchant reports about its own restaurant is not hidden in the meantime; (3) wording that no longer applies has been removed, and links in translations now point to the same-language versions.
Operating Entity: SWAY CO., LTD. (registered in Taiwan as 隨食有限公司; brand name "Sui Shi SWAY")
These Guidelines are a specific elaboration of §6 and §7 of the Terms of Service; in conflicts of interpretation, the order of priority in §10.6 of the Refund and Cancellation Policy applies.
These Guidelines are officially in Traditional Chinese; in case of discrepancy with any translated version, the Traditional Chinese version shall prevail.