Effective: June 2026 · Applies to All Tutors
EduuMatch may immediately suspend or terminate an account without prior warning for: lead bypass — direct solicitation, use of fraudulent identity documents, illegal activity on the Platform, systematic bypass of platform systems, threats, harassment, or abusive behaviour.
EduuMatch will issue a warning before escalating for: accidental or first-time content policy violations, minor profile content issues, or negligent (non-malicious) policy violations.
| Level | Duration | Impact | Appeal |
|---|---|---|---|
| Level 1: Warning | No restriction | Account fully functional | Not required |
| Level 2: Temporary | 7–30 days | Profile hidden, leads paused | Within 7 days |
| Level 3: Extended | 90 days | Account frozen, leads cancelled | Within 14 days |
| Level 4: Permanent | Permanent | Account closed, no re-registration | Exceptional circumstances only |
Level 2: Lead credits preserved but cannot be used. Subscription benefits paused. Duration extended by suspension period. Level 3: Lead credits expire per original terms. Subscription benefits suspended without extension. Level 4: All unused lead credits and subscription benefits forfeited. No refunds.
Upon termination, no refunds for unused subscription time, no compensation for leads not received, and outstanding payments may be withheld pending investigation.
Level 2 suspensions end automatically after the specified duration. Level 3 reinstatement requires a written appeal within 14 days, acknowledgment of violation, commitment to future compliance, and signed copy of current policies. If a suspension is found to be in error, the account is restored immediately with ranking corrected.
| Data Type | Retention Period |
|---|---|
| Profile data | 90 days after Level 4 termination |
| Transaction history | 7 years (tax compliance) |
| Communication records | 90 days after termination |
| Verification documents | 90 days after termination |
| Enforcement records | Permanently retained |