Version 2.2 · Last Updated: September 16, 2026 · Effective: September 23, 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 Lite / Chain Pro / 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 commenting on their own restaurant or affiliated chain restaurants — 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 | Pornography / Violence | Nudity, gore, sexual innuendo |
| R02 | Hate Speech | Discrimination, bullying, threats |
| R03 | Infringement of Others' Rights | Personal data leakage, image rights, defamation |
| R04 | Advertising / Fraud | Unauthorized commercial promotion, phishing links |
| R05 | Fake Review / Spam | Repeated posting, self-orchestrated |
| R06 | IP Infringement | Unauthorized use of images, music |
| R07 | Child Inappropriate | Inappropriate content involving children |
| R08 | Other | Requires explanation |
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 |
|---|---|
| Child-related (R07) | Within 4 hours |
| Illegal content (R01, R02, R03 criminal) | Within 24 hours |
| General report | Within 24 hours |
| Gray-area requiring human discussion | Within 7 days |
Content reported by a member is hidden as soon as the report is submitted, reviewed within the time limits in §5.1, and then handled under §5.3. However, a review that a merchant reports about its own restaurant is not hidden before the review is completed. If reported content shows obvious signs of illegality (R01, R02, R07), the Company may hide it first and then review it, regardless of who reported it. During hiding, the original poster may see "Under Review" status.
| 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 |
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 objective factual basis (price, service, sanitation, dishes, attitude, dining environment, accessibility). Prohibited:
Upon receiving negative reviews, merchants may: (a) respond publicly under official store identity below the review (verified Plus Merchant / Chain Lite / Chain Pro 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, 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.
| 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 shall publish an annual community governance transparency report covering total report counts, dispositions per category, average processing time, and judicial inquiries. The first report is expected to be published in Q1 2027.
To protect users from harassment, stalking, or inappropriate interaction, SWAY provides a "User Block" feature.
Click "⋯" → "Block this user" on the user's profile, review, or interaction entry. Once blocked, you may unblock at any time in Settings → Blocked 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 and its affiliates a non-exclusive, worldwide, royalty-free license (consistent with §5 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 (including Anthropic Claude, Cloudflare Workers AI) 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 SWAY review team 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 2.2, 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 2.2: (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.