Digital Services Act

1. Point of contact

CostaCasas is a global online platform connecting property owners, guests and independent service providers, operated by a Belgian company (see Legal notice). Authorities and users can contact us electronically at costacasas@costacasas.be, in English, Dutch or French.

2. Reporting illegal content

Anyone can report content they believe is illegal or against our rules via the report button on a listing, review, community post or advertisement, or by email. A report should include:

• where the content is (link or listing name);
• why you believe it is illegal or violates our rules;
• your name and email address (except for reports concerning child sexual abuse material);
• a statement that the report is made in good faith.

We confirm receipt, review reports diligently and objectively, and inform you of our decision. Not every reported item is automatically removed; we act in a risk-based and lawful way.

3. Moderation decisions and reasons

If we remove, hide, restrict or suspend content or an account, we inform the affected user with a statement of reasons where legally required: what was decided, the facts and the rule or legal ground relied on, and how to appeal.

4. Appeal

Users affected by a moderation decision, and people who submitted a report, can contest the decision within six months by replying to our decision email or writing to costacasas@costacasas.be. Appeals are reviewed by a person and not solely by automated means. You may also use an out-of-court dispute settlement body certified under the DSA, or go to court.

5. Repeated misuse

Users who frequently publish manifestly illegal content, or frequently submit manifestly unfounded reports, may be suspended for a reasonable period after a prior warning.

6. Ranking and paid visibility

Search results are ordered based on factors such as the search criteria, location, availability, the date of publication and whether a listing has an active package. Featured or promoted placements are paid and are clearly marked as such; they are not an independent recommendation. PRO provides increased visibility and additional presentation features; it does not mean a property is better. Paid service listings are marked as paid and are not an endorsement by CostaCasas.

7. Traders on the platform

Owners and service providers acting as professionals are responsible for providing accurate identification and complying with applicable law. CostaCasas may request this information and may suspend listings where it is missing or manifestly incorrect.