1. WHY ACCOUNTS ARE SUSPENDED
Ahlan suspends accounts when:
- User violates Acceptable Use Policy
- Payments fail for 3+ consecutive billing cycles
- Account shows signs of fraud or compromise
- Multiple abuse reports from other users
- Automated security systems detect suspicious activity
- Court order or law enforcement request
2. TYPES OF SUSPENSIONS
Temporary Suspension (7-30 days)
- First-time minor violations
- Payment issues (fixable with updated payment method)
- Low-level policy violations
- Account regains access after period or condition resolution
Indefinite Suspension
- Severe violations (threats, hate speech, CSAM)
- Repeated violations after warnings
- Fraud or payment fraud
- Account reviewed for possible termination
Permanent Termination
- No refund issued
- Account cannot be recovered
- Data deleted per privacy policy
- No appeal possible
3. SUSPENSION NOTICE
When an account is suspended, you will receive an email containing:
- Reason for suspension (specific violation cited)
- Duration of suspension (if temporary)
- Steps to resolve (if applicable)
- Appeal instructions and deadline
- Contact email for questions
4. IMMEDIATE SUSPENSION
Accounts may be suspended immediately without notice for:
- Illegal activity (CSAM, trafficking, violence)
- Security breach or account compromise
- Active fraud investigation
- Court order or law enforcement request
- Extreme policy violations
In these cases, appeal notice and instructions sent after security assessment.
5. ACCESS TO ACCOUNT DATA DURING SUSPENSION
- During temporary suspension: Access restricted, data preserved
- Download option: You can request data export (see data export policy)
- During indefinite suspension: No access pending review
- After termination: Data deleted per retention policy
6. SUSPENSION & BILLING
- Temporary suspension: No refund, subscription paused
- Billing resumes when suspension lifted
- Indefinite suspension: Subscription canceled automatically
- No refund for time suspended
- Permanent termination: No refund, account fully deleted
7. APPEAL PROCESS
- Deadline: Submit appeal within 14 days of suspension notice
- Method: Email appeals@ahlan.app with subject "Account Suspension Appeal"
- Content: Include:
- Your username/account email
- Reason for suspension (from notice)
- Your explanation (why you believe it was in error)
- Evidence if applicable (screenshots, context, etc.)
- What you'll do to avoid future violations
- Review: Appeal reviewed within 7-10 business days
- Decision: You will be notified via email of outcome
- Options: Upheld, Reduced, or Reversed
8. APPEAL OUTCOMES
Appeal Upheld
Suspension stands. Next option is external escalation.
Suspension Reduced
Suspension period shortened or changed to warning. Account restored.
Appeal Reversed
Suspension removed. Account fully restored with all data intact.
9. LIMITATIONS ON APPEALS
- One appeal per suspension
- Appeal must be submitted within deadline
- Late appeals not considered
- Permanent terminations are not appealable
- Abusive or frivolous appeals may result in permanent termination
10. EXTERNAL ESCALATION
If you believe the suspension was unjust after appeal:
- Contact legal@ahlan.app with appeal decision attached
- Independent review by separate team
- Process takes 14-30 days
- Final decision is binding
- Right to dispute through applicable legal channels preserved
11. REPEATED VIOLATIONS
- First violation: Warning or temporary suspension
- Second violation: 30-day suspension
- Third violation: Indefinite suspension pending review
- Fourth violation: Permanent termination (no appeal)
12. RIGHTS DURING SUSPENSION
- Right to receive notice of suspension and reason
- Right to appeal within 14 days
- Right to access data export (if not security risk)
- Right to external escalation after appeal
- Right to due process and fair consideration
13. CONTACT
Suspension notices: From support@ahlan.app
Submit appeal: appeals@ahlan.app
Escalation: legal@ahlan.app
Questions: support@ahlan.app