Effective: June 2026 · Applies to All Tutors
This policy defines the process by which Tutors may appeal enforcement actions taken against their account. It ensures due process, fairness, and consistent handling of appeals across all cases.
| Appealable Action | Appeal Window |
|---|---|
| Warning (Level 1) | Not appealable (no restriction imposed) |
| Lead restriction (7-day) | 7 days from notification |
| Suspension (14–30 day) | 7 days from notification |
| Extended suspension (90 day) | 14 days from notification |
| Permanent termination (Level 4) | 30 days from notification |
| Profile content removal | 7 days from removal notification |
| Verification revocation | 14 days from notification |
| Ground | Description |
|---|---|
| False positive | Automated system flagged content that is not a violation |
| Mitigating circumstances | Violation occurred due to circumstances beyond the Tutor's control |
| First offence | Enforcement is disproportionate for a first-time minor violation |
| Error in fact | Factual basis for enforcement is incorrect |
| Disproportionate penalty | Enforcement action is too severe for the violation |
| Remediation completed | Tutor has already corrected the violating behaviour |
After an enforcement action, the Tutor receives a notification with appeal rights and a deadline. The Tutor submits an appeal via the Platform (selects a ground, provides evidence, writes a statement). An auto-acknowledgment is sent with a case ID. The appropriate review level handles the appeal within their SLA. The Tutor is notified of the outcome.
| Appeal Type | Reviewed By | Decision SLA |
|---|---|---|
| Lead restriction (7-day) | Level 1 Moderator | 24 hours |
| Suspension (14–30 day) | Level 2 Senior Moderator | 48 hours |
| Extended suspension (90 day) | Level 2 Senior Moderator | 72 hours |
| Permanent termination | Level 3 Trust & Safety Lead | 5 business days |
Filing frivolous or repetitive appeals may result in appeal privilege suspension for 90 days. Providing false evidence results in immediate denial and escalation. Harassing moderators during the appeal process may result in denial and further account action.