Appeals Policy

By using PlayHouse you agree to this policy. Please read it carefully.

Contents

1. Introduction
2. Who we are
3. Interpretation
4. Who can use this policy
5. How to appeal
6. What to include
7. When to appeal
8. How we review appeals
9. Outcomes
10. Child-safety and intimate-image decisions
11. Decisions that can't be appealed
12. Loss during a decision
13. Further options in the EU and EEA
14. Further options in the United Kingdom
15. Your statutory rights

1. Introduction

This policy explains how to ask us to review a moderation decision. If you are a User, it forms part of your agreement with us. Key points:

• To appeal a decision about your Content, use Appeal a moderation decision while signed in. To appeal a decision about your account, use our appeal form.
• Please appeal within six months of the decision.
• Every appeal is reviewed by a member of our team who was not involved in the original decision, and we email you the outcome.
• Decisions about child sexual abuse material and non-consensual intimate imagery have their own review route (see section 10). Confirmed child sexual abuse material is never restored.

2. Who we are

PlayHouse (playhouse.fans) is owned and operated by Vallara, Inc., a Delaware corporation, of 2261 Market Street #67575, San Francisco, CA 94114, United States. If you have a question about this policy, use our contact form.

3. Interpretation

3.1 Words defined in our Terms of Service (such as User, Creator, Fan, Agency and Content) have the same meaning in this policy.

3.2 A "Decision" is any action we take under our Content Moderation Policy, including to:

• remove Content, or restrict it (mark it as sensitive and take it out of discovery);
• warn you;
• restrict features of your account;
• suspend, freeze or ban your account; or
• hold or forfeit your earnings, or otherwise restrict your ability to earn on PlayHouse.

A Decision also includes our decision on something you reported to us, including a decision not to act on it.

4. Who can use this policy

4.1 You can use this policy if:

• you are a User and we have made a Decision about your Content or your account; or
• you reported Content or conduct to us, whether or not you have an account, and you disagree with our Decision on your report.

5. How to appeal

5.1 Decisions about your Content. If we removed or restricted one of your posts, stories, media items, chat messages or custom orders, sign in and use Appeal a moderation decision.

5.2 Decisions about your account. If we suspended, froze or banned your account, held your earnings, or made another Decision about your account as a whole, use our appeal form. You don't need to be signed in to use it.

5.3 Decisions on something you reported. Use our contact form, choose Report illegal or harmful content, and say that you are asking us to review our decision on your report. Include the reference from our outcome notice if you have it.

5.4 Decisions about child sexual abuse material or non-consensual intimate imagery. Use the route in section 10.

5.5 The statement of reasons we send you with a Decision tells you how to appeal it. Appealing is free.

6. What to include

6.1 Please give us:

• your username, and for account appeals, your full name and the email address on your account;
• which Content or Decision you are appealing; and
• why you believe the Decision was wrong, for example why your Content or conduct complies with our Terms of Service and Acceptable Use Policy, or, for a report, why you believe the Content is illegal or breaks our rules, with any information or documents that support your appeal.

6.2 We may not be able to consider an appeal that doesn't give us enough information to identify the Decision.

7. When to appeal

Please appeal within six months of the date we told you about the Decision. We may decline to consider an appeal made later.

8. How we review appeals

8.1 When we receive an appeal, we:

1. review the Decision, the relevant Content and the relevant account information;
2. consider the information and documents you give us; and
3. may ask you, or others, for more information or documents.

8.2 Appeals are decided by people, not by automated systems. Every appeal, whether about your Content, your account or a report you made, is reviewed by a member of our team who was not involved in the original Decision.

8.3 We review each appeal promptly, diligently, fairly, without discrimination and not arbitrarily, based on the information we have.

9. Outcomes

After reviewing your appeal, we will grant it, grant it in part or deny it, and email you the outcome with the reviewer's explanation.

• If we grant your appeal, we reverse the Decision: we restore the Content or lift the restriction and, as far as we can, reverse the actions we took because of it.
• If we grant it in part, we tell you which parts of the Decision we have reversed.
• If we deny your appeal, the Decision stays in place, and we tell you about any further options you have.

10. Child-safety and intimate-image decisions

10.1 Child sexual abuse material. If your account was frozen or your Content was removed because we believed it involved child sexual abuse material, and you believe this was a mistake (a false positive), you can ask for a review through our legal request form. Choose Legal inquiry and say that you are asking for a review of a child-safety decision. You don't need to be signed in.

10.2 Non-consensual intimate imagery. If your Content was removed because we believed it was an intimate image shared without consent, and you believe this was a mistake, you can ask for a review the same way.

10.3 These reviews are decided by a trained member of our specialist team who was not involved in the original Decision. The review does not re-expose or restore the material while it takes place. We email you the outcome.

10.4 Confirmed child sexual abuse material is never restored, and an account that shared it is never reinstated. We report apparent child sexual abuse material to NCMEC, as US law requires. Read more in Combating Child Sexual Abuse Material and Non-Consensual Intimate Imagery and Consent.

11. Decisions that can't be appealed

Decisions that can't be reversed, such as stopping a live stream or ending a video call, can't be appealed. If you believe one of these Decisions was wrong, you can tell us under our Complaints Policy, and we will take it into account in any further Decision about your account.

12. Loss during a decision

To the extent the law allows, we are not liable for any loss of access to your account, earnings or subscribers while a Decision is in place, even if we later grant your appeal in whole or in part.

13. Further options in the EU and EEA

13.1 This policy is our internal complaint-handling system under Article 20 of the EU Digital Services Act. It is free and available for six months after we tell you our Decision.

13.2 If you are in the EU or EEA, you can also:

• refer a dispute about a Decision, including our Decision on Content you reported, to an out-of-court dispute settlement body certified under Article 21 of the Digital Services Act. We will engage with a certified body in good faith, as the Act requires. Its decisions are not binding on us or on you;
• complain to the Digital Services Coordinator of the member state where you live or are established; and
• take your claim to a court that has jurisdiction.

13.3 Using these options does not depend on first appealing to us, although an appeal is often the quickest way to resolve a problem. Our legal representative in the EU can be contacted through our legal request form. See our Regulatory Information page for more.

14. Further options in the United Kingdom

If you are in the UK, you may be entitled to bring a claim against us for breach of contract if we take down or restrict your Content, or suspend or ban you, in breach of our Terms of Service. You can also complain to us under our Complaints Policy.

15. Your statutory rights

Nothing in this policy affects your statutory rights.