Trust & Safety

Content Moderation

AI pre-screening. Every product image and listing generated by our AI agents passes through an automated content classifier before it is published to any store. The classifier checks for prohibited categories including hate imagery, adult content, known copyrighted characters, and brand trademark violations. Products that fail the check are held for human review.

Human review queue. Our Trust & Safety team reviews flagged content within 24 hours (business days). During review the product remains unpublished. Creators are notified of the outcome. If a product is approved with modifications, the creator is informed of what changed and why.

Continuous monitoring. Published listings are periodically re-screened as our classifiers improve. A product that was previously approved may be removed if updated policies apply. Creators receive notice before removal unless the content poses an urgent risk.

Prohibited Content Categories

The following content is never permitted on Pinpinmo, regardless of AI generation or creator intent:

• Sexual or pornographic content (without age-gating and legal compliance in all jurisdictions where the store operates)
• Hate speech targeting race, ethnicity, national origin, religion, gender, sexual orientation, disability, or immigration status
• Content that glorifies or promotes violence, self-harm, or terrorism
• Depictions of minors in any sexual or suggestive context (zero tolerance — reported to NCMEC)
• Counterfeit products or designs intended to deceive buyers into thinking they are purchasing officially licensed merchandise
• Known copyrighted characters, logos, or artwork without a valid license (e.g., Disney, Marvel, sports league insignia)
• Medical or health misinformation (e.g., designs claiming to cure disease)

How to Report Content

If you see a product, store, or listing on Pinpinmo that you believe violates our policies, please report it:

• Report button. Every product page has a "Report this item" link in the footer of the listing. Clicking it opens a pre-filled form with category options.
• Email. Send a detailed report to report@pinpinmo.com. Include the URL of the offending listing, the type of violation, and any supporting information.
• DMCA notices. Copyright-specific reports should follow our DMCA Policy process.

We acknowledge all reports within 1 business day and resolve most within 72 hours. We do not share the identity of reporters with the subject of a report.

Creator Verification

Every creator who wishes to receive payouts must complete Stripe Connect's identity verification (KYC) process. This includes:

• Legal name and date of birth verification via government-issued ID
• Address verification
• Tax identification number (SSN/EIN for US creators; VAT/national ID for international creators)
• Bank account ownership confirmation via micro-deposit or instant bank verification

Creators who have not completed KYC may set up a store and generate products, but payouts are held until verification is complete. Pinpinmo does not hold funds for more than 90 days — after 90 days, unverified accounts are suspended and pending earnings are refunded to buyers.

Buyer Protection

Digital file guarantee. Pinpinmo guarantees that every digital file purchase results in a working, accessible download. If your download link fails, returns a corrupt file, or delivers a file that does not match the product description, contact us within 14 days and we will either re-issue a working link or issue a full refund — no questions asked.

Physical order guarantee. All print-on-demand physical products are fulfilled by Printful. If your order arrives damaged, defective, or significantly different from what was shown, you may request a return or replacement within 30 days of delivery. We will cover return shipping for qualifying claims.

Payment security. All payments are processed by Stripe. Card data never touches Pinpinmo's servers. We use Stripe Radar for real-time fraud detection. If an unauthorized charge appears on your statement, contact your bank and email support@pinpinmo.com — we will cooperate fully with the chargeback process.

Return and Refund Policy

Digital downloads. Due to the nature of digital goods, all sales are final once a download link is issued. Exceptions apply only when: (a) the file is corrupt and we cannot re-issue a working copy; or (b) the delivered file is materially different from the product description. Approved refunds are returned to your original payment method within 5–10 business days.

Physical POD orders. We accept returns and replacements within 30 days of delivery for:

• Items damaged in transit (photo evidence required)
• Manufacturing defects (misprints, wrong color profile, garment defects)
• Wrong item shipped due to fulfillment error

Change-of-mind returns are not accepted. Each POD item is manufactured specifically for your order and cannot be restocked. If Printful is unable to produce a replacement due to supply issues, a full refund will be issued.

Dispute Resolution Process

If you have a dispute with a purchase outcome or a content moderation decision, here is the escalation path:

• Step 1 — Contact support. Email support@pinpinmo.com with your order number and a description of the issue. We aim to respond within 24 hours on business days.
• Step 2 — Escalation review. If the first response does not resolve your issue, reply asking for escalation. A senior support lead will review and respond within 3 business days.
• Step 3 — Formal complaint. For unresolved disputes, you may file a formal complaint by emailing legal@pinpinmo.com. We will respond with a written decision within 10 business days.
• Chargebacks. You retain the right to dispute a charge with your card issuer at any time. Filing a chargeback while a support case is open may delay resolution.