We rely on user reports to catch the issues that algorithmic detection misses. This article covers what to report, how, and what happens next.
What to report
A short list, expanding on community guidelines:
- Misrepresented classes: descriptions that do not match reality, fake claims about teachers, fake credentials.
- Unsafe teaching: cues or sequences that cause clear injury risk.
- Discriminatory behaviour: treating students differently based on protected characteristics.
- Inappropriate behaviour: unwanted advances, inappropriate touching, photography without consent.
- Fake reviews: reviews that look paid, coerced, or fabricated.
- Fraud: hosts taking money without delivering classes, fake refund requests, etc.
- Impersonation: someone presenting themselves as another person.
- Spam and harassment: unwanted messages, threats, doxxing.
If you are not sure whether something is reportable, file the report. We would rather sift through some non-issues than miss a real problem.
What NOT to report
- Reviews you disagree with. Reviews are opinions; you can respond, not report (unless they violate guidelines).
- Refund disputes. These go through the dispute system, not reports.
- General class quality complaints. These belong in reviews.
- Personal preferences. "The teacher does not match my style" is not reportable.
How to file a report
For a class
On the class detail page, the "Report this class" button opens a dialog. Fill in the reason and description. See Reporting a class for the full flow.
For a mentor or studio
Use the same flow. Open any of their classes and report from there. In the description, indicate that your concern is about the host more broadly than this specific class. We will look at the whole profile.
For a review
Click the small "..." menu on a review (visible to logged-in users) → "Report this review". Pick a reason.
For a user (a student you have interacted with)
Email support directly with the user's name, email, and the details. We do not have a public "report a user" UI; we want a human in the loop for these because the harm potential is asymmetric.
Emergency situations
If you are in immediate danger (a host has threatened you, an in-class incident is unfolding right now), contact local emergency services first. Then email support@movementors.com with "URGENT" in the subject.
What we do
After a report comes in:
1. Triage (within 24 business hours)
A human on our team reads the report and decides if it warrants investigation. Most reports do; a few are obviously not actionable.
2. Investigation (1-5 business days for most cases)
We look at:
- The reported content (profile, class, review, message).
- The reporter's account (is this a credible report?).
- The reported user's account (is there a pattern?).
- Other reports about the same target.
We may message the reporter for clarification. We may message the reported user for their side.
3. Decision
Based on what we find, we take action. The options are listed in community guidelines:
- Dismissed.
- Coaching message.
- Class hidden.
- Suspension.
- Ban.
4. Notification
The reporter gets an email acknowledging the report was processed. We do not always disclose the action taken (sometimes because the resolution is private, sometimes because an investigation is ongoing).
The reported user, if action was taken, gets an email explaining what was found and what they need to do (if anything) to resume.
How we keep reporters safe
Reporter identity is private. Hosts who are reported do not see who reported them. We refer to the report generically: "A user reported your class".
If our investigation requires us to share specifics with the host (e.g. "you cancelled the March 4 class with no notice"), we do that without naming the reporter unless the reporter explicitly consents.
We will never tell a host that a specific student filed a report. We will never share reporter details for legal proceedings unless served with a court order.
Retaliation
Retaliation against a reporter (filing a fake review of them, harassing them, etc) is a serious violation. We will permanently ban accounts engaging in retaliation.
If you reported someone and then experienced what feels like retaliation, email support immediately.
Why we are sometimes slow
Our moderation team is small. Volume varies. Most reports are processed within 24-48 hours of filing; some take longer if:
- The case requires investigation (we are talking to both parties).
- We need legal or regulatory consultation.
- The volume of reports is high (after a viral incident, e.g.).
If your report is urgent (active safety concern), include "URGENT" in the description or email support directly with "URGENT" in the subject.
Pattern detection
We watch for patterns across reports:
- Multiple students reporting the same teacher for similar issues.
- Multiple reports about the same studio.
- Multiple reports from the same student about different hosts (the student may be the issue).
Patterns escalate faster. A single report alleging unsafe touching might lead to a coaching message; three independent reports of the same issue lead to suspension.
Repeat offenders
A first violation typically gets a coaching message. A second similar violation gets suspension. A third, or a particularly severe first violation, gets a ban.
We are not infinitely forgiving. The goal is to keep the platform safe for everyone.
What you can do besides reporting
Reporting is one input. You can also:
- Leave an honest review. Public, attached to your name, visible to future students.
- Tell other students directly. Word of mouth is powerful.
- Pursue legal action. For serious incidents, contact authorities. We will provide records when legally required.
Reports are not the only path to accountability. They are the path that uses our moderation team.
Common questions
Can I file an anonymous report? No. Reporting requires a logged-in account. This prevents the report system from becoming a competitive harassment tool. Your name is private to the reported party; it is visible to our moderation team.
Can I see what action was taken on a report I filed? Sometimes. We will tell you whether we took action or dismissed, but we may not disclose the specifics. Privacy of the reported party is also a consideration.
Can I report a competing studio for negative reasons? Reports filed in bad faith (you have nothing actionable to say but want to hurt a competitor) are caught by our triage and often result in warnings to the reporter. Repeated bad-faith reports lead to suspension of the reporter's account.
What if my report is denied but I am sure there is a problem? Email support with additional evidence or context. We will review again. We can be wrong; we do reverse decisions when new info comes in.
Next steps
- Community guidelines: the standards.
- Privacy and data: how we handle reporter and reported-party data.
- Disputing a booking: for financial complaints specifically.