Appeals

Automated screening produces false positives, and human reviewers make mistakes. Both are ordinary, and neither is a reason you should have to live with a decision that was wrong. Any enforcement decision Jinu has made about you or your content can be appealed. In practice that is:

• A listing removed after publication.
• A listing held for review and not made visible, or rejected at publication so it was never visible. Both happen automatically, before a person has looked at anything.
• A photograph, review, review reply or message removed.
• A feature limited on your account, for example posting, messaging or making offers.
• An account suspended temporarily.
• An account terminated permanently.

You can appeal whether the decision was made by a person, by our automated screening, or by the two together. If you are not sure which it was, say so and appeal anyway: working that out is our job, not yours. Reporting and moderation describes the five automated checks that run when a listing is published and the enforcement actions available to us.

Four things look like an appeal and are handled somewhere else. Sending them here does not lose them, we will route them on, but it costs days that matter in at least one of these cases.

• Content removed on a copyright notice. Your response is a counter-notice under 17 U.S.C. 512(g). That is a statutory instrument with defined contents and consequences, including consenting to the jurisdiction of a court, and it follows Copyright and intellectual property. It is not this route, and this route cannot substitute for it.
• Content removed on any other intellectual-property report, meaning trademark, counterfeit, registered design, patent, logo misuse or right of publicity. There is no statutory counter-notice for those and no separate queue: Intellectual property reports tells you what to say, and you send it here, through this page.
• A privacy or data-rights request we refused, for example a request to access, correct, delete or port your personal information. Those are appealed to privacy@jinu.app, and the Privacy Policy sets out the rights themselves and how we verify a request. It does not publish a number of days, and neither does this page for a data right: we answer within the time the law that grants you the right requires, which is not the ten business days section 05 aims at. Use that address rather than this route, so the request is answered against its own clock.
• A decision another member made about you. A member who blocks you, declines your offer, leaves an honest negative review or simply stops replying has not been enforced against by Jinu, and there is nothing here for us to reverse. If you believe a review is false or a member is breaking the rules, that is a report rather than an appeal: Reporting and moderation explains how to make one.

Two more, for completeness. A charge, refund or billing question is not an enforcement decision. If you believe you were charged in error, the Terms of Service ask you to write to legal@jinu.app; for anything else about a charge, write to hello@jinu.app. If Jinu is not yet available where you are, that is a market decision rather than an enforcement one, and the page you were shown carries its own contact link.

You have six months from the date of the decision to appeal it. That window is deliberately long, because the most common reason a good appeal never arrives is that the member did not see the notice until later.

We will still read an appeal that arrives after six months, and we will still correct a decision we find was plainly wrong, but past that point we may decline to reopen the matter, and the records we would need in order to review it properly may no longer exist. Some records at Jinu are pruned automatically on a schedule, and Law-enforcement requests sets out what survives and for how long. Appeal as soon as you can rather than as late as you may.

Write to safety@jinu.app from the email address on the account, with "Appeal" in the subject line. There is no form to fill in and no reference number to quote. If you received an email from us telling you that your listing was removed, replying to that email is an appeal and reaches the same place.

Writing from the account's own address is what lets us connect the appeal to the account without asking you for anything else. If you cannot use that address, for example because you have lost access to the mailbox, write from another address and tell us the username or the profile URL, and expect us to ask a question or two before we can act.

Include as much of the following as applies. An appeal is not a form, and nothing here is mandatory, but each item is something we would otherwise have to write back and ask for, and every round trip is days.

• What was actioned: the full Jinu URL of the listing, review or profile, or the fact that the account itself was suspended.
• What you were told: the message you were shown, or the reason given in the email. Quoting it exactly is more useful than describing it.
• When it happened, at least to the day.
• Why you believe the decision was wrong. This is the part that decides the outcome. "Please review again" gives a reviewer nothing to check.
• Anything that supports it: a receipt or an invoice showing an item is genuine, a licence or an authorization from a rights owner, a photograph the removal appears to have misread, or the context around a message that was quoted without it.
• What you would like to happen, if it is not obvious.

Please send one email per decision rather than one covering several unrelated ones. If a suspension removed a number of your listings at once, that is a single decision and belongs in a single appeal.

A person reviews every appeal. A decision that was made automatically is never upheld automatically: if your listing was rejected or held by our screening, the appeal is the point at which a human looks at it for the first time. Where it is practical, the reviewer is somebody who was not responsible for the original decision. Jinu is a small team, so we will not pretend that is always possible, and we will not describe a separation of duties we cannot always deliver.

The reviewer reads the decision reason recorded against the original action. Every removal and every dismissal in our moderation queue requires the moderator to write a reason, which is stored in an internal audit log, so an appeal is reviewed against what was actually decided and why rather than against a reconstruction of it.

We aim to respond within ten business days. That is our operating target rather than a contractual commitment, and a complicated appeal can take longer. There are three possible outcomes:

• We were wrong. We restore the content or the account and tell you we have done so.
• We were partly wrong, or the problem is fixable. We say what has to change, for example an edit to a listing that can then be republished, or we shorten a restriction rather than lifting it entirely.
• We were right. We uphold the decision and tell you which rule was applied. We will not simply repeat that the decision stands.

One appeal per decision is what we guarantee. If we uphold a decision and you write again with nothing new, we may decline to review it a third time and say so. If you have new information, that is not a repeat appeal and we will read it. Appealing in bad faith, or using appeals to keep an argument going, may itself be treated as a violation of the Terms of Service.

Where a decision followed a report from another member, we will not tell you who reported you. Reporting and moderation explains why, and explains the one exception: an intellectual-property complaint is forwarded in full, including the complainant's identity, because you cannot answer an accusation you are not allowed to see.

A suspension stops you posting, messaging and making offers, and it hides the listings that were live when it was applied. You can still read the public site, and you can still appeal, because the appeal route is email and does not require you to sign in.

If we lift a suspension, the listings it hid come back. A listing that had already expired or been paused before the suspension is not affected by the suspension and is not restored by lifting it: it stays where you left it, and you can renew or unpause it yourself.

Do not create a new account while a suspension or termination is in effect. Evading enforcement is a separate violation under Reporting and moderation, it is grounds for terminating every account involved, and it makes an appeal that would otherwise have succeeded much harder to grant. If you need to reach us, email is the way, and it works whether or not you have an account.

Do not delete your account while an appeal is open. Deletion at Jinu is immediate, self-serve and irreversible: it purges your listings, messages and profile at once, nothing in the product checks first whether you are in the middle of anything, and there is no undo. An appeal about an account that no longer exists is an appeal we cannot grant, because there is nothing left to restore. Delete your account explains exactly what deletion removes.

So that this page does not promise more than it can deliver:

• It is not a refund request. Publishing and placement fees are not refunded for a listing that was removed, held or rejected, as the Terms of Service set out. Restoring a listing does not by itself extend a paid placement to make up for the time the listing was not visible, because we have no mechanism that does that. If the removal cost you paid time, say so in the appeal and we will look at it, but treat that as a request rather than an entitlement.
• It cannot recover deleted data. Once content or an account has been purged, an appeal cannot bring it back.
• It cannot compel another member. We cannot make somebody unblock you, accept your offer, complete a deal or change an honest review.
• It does not pause anything. An appeal does not put the decision on hold, and it does not stop a retention window running while we consider it.
• It is not legal advice, and it is not arbitration. Nothing on this page limits or replaces the dispute-resolution provisions of the Terms of Service, which continue to govern.

Appeals go to safety@jinu.app. Copyright counter-notices follow Copyright and intellectual property, other intellectual-property matters follow Intellectual property reports, privacy and data-rights matters go to privacy@jinu.app, law-enforcement requests follow Law-enforcement requests, and anything else goes to hello@jinu.app.

We may update this page as our process changes. When we do, we will revise the date at the top. This page should be read together with the Terms of Service, Reporting and moderation, the Community Guidelines and the Prohibited and restricted items policy.