Account Suspension Policy
Reading note. Each operative section states its Purpose, the Trigger, the Possible evidence, the Decision maker, the Possible outcomes, and Appeal availability. A foundational rule runs throughout: automated systems may flag, restrict, require verification, and suspend, but they may never permanently ban an account on their own. A permanent ban is a human-only decision.
1. Purpose
Purpose. To explain, transparently and consistently, how WiseWave Limited enforces its rules on Tirvea through account states: warnings, limitations, photo review, suspension, and permanent removal, together with the revocation of identity and photo verification.
Trigger. Not applicable (framework section).
Possible evidence. Not applicable.
Decision maker. WiseWave Limited, through the Trust & Safety function described in the Trust & Safety Policy (/legal/trust-safety).
Possible outcomes. A clear, proportionate enforcement framework with a route to appeal (§26).
Appeal availability. The appeal route is set out in the Appeals Policy (/legal/appeals).
2. Scope
Purpose. To state what this Policy covers.
Trigger. Not applicable.
Possible evidence. Not applicable.
Decision maker. Not applicable.
Possible outcomes. This Policy applies to all accounts and to every enforcement action affecting an account or its features. It does not cover self-service account closure, which is governed by the Account Deletion Policy (/legal/account-deletion).
Appeal availability. Enforcement actions under this Policy are appealable (§26); voluntary deletion is not an enforcement action.
3. Definitions
Purpose. To define the account states and enforcement terms used here. Conduct rules are defined in the Community Guidelines (/legal/community-guidelines) and Acceptable Use Policy (/legal/acceptable-use); data terms in the Privacy Policy (/legal/privacy).
Account states. The Service uses the following account states:
- Active - full access.
- Limited - read access retained; outbound engagement (such as likes and messages) removed for a set period (§7).
- Photo Review Required - access retained, but uploads are blocked until photo review clears (§8).
- Suspended - no access past the gate; reversible and appealable (§9).
- Banned - permanent removal; a terminal state (§10).
- Shadow Restricted - a legacy soft-restriction that reduces visibility to others.
- Deactivated - a self-service closure grace period (see the Account Deletion Policy, /legal/account-deletion).
- Deleted - a tombstoned account shell after deletion.
Enforcement action. A recorded action - warning, photo removal, upload block, limitation, suspension, or ban - applied to an account or a capability.
Violation record. The audited record of a confirmed breach that backs a restriction and governs its expiry.
Trigger / evidence / decision maker / outcomes / appeal. Not applicable (definitional).
4. Enforcement Principles
Purpose. To state the principles that govern every enforcement action.
Trigger. Not applicable.
Possible evidence. Not applicable.
Decision maker. Trust & Safety, under the governance in the Trust & Safety Policy (/legal/trust-safety).
Possible outcomes. Enforcement is: proportionate (matched to severity, intent, harm, and history); graduated (escalating with repetition, subject to immediate action for serious harm); human-accountable (automation assists; permanent removal is human-only, §10); fair (consistent, with a route to appeal, §26); transparent (reasons given for significant actions, §24); and privacy-respecting (least data necessary, per the Privacy Policy, /legal/privacy).
Appeal availability. All eligible actions are appealable (§26).
5. Risk-Based Enforcement
Purpose. To explain how risk and history shape the action chosen.
Trigger. A confirmed policy signal, weighted by a privacy-preserving risk assessment and the account's prior violation history.
Possible evidence. Moderation outcomes, a normalised risk band (low, medium, high, or critical), verification outcomes, reports, and prior violation records. Raw vendor scores and biometric data are not used at this layer (see the Trust & Safety Policy, /legal/trust-safety, and AI Moderation Policy, /legal/ai-moderation).
Decision maker. Automated systems select a graduated action for routine signals; a critical risk band forces manual review and can gate actions. Permanent removal is human-only (§10).
Possible outcomes. A graduated action on the ladder (§6-§10): for a first breach, a warning or content removal; for repetition, an upload block or limitation, then limitation, then suspension. A high-confidence critical-policy signal can move directly to suspension with an urgent case raised for a person to confirm.
Appeal availability. Eligible actions are appealable (§26).
6. Warning
Purpose. To correct low-severity or first-time breaches without restricting the account.
Trigger. A first or minor confirmed breach of the Community Guidelines (/legal/community-guidelines) or Acceptable Use Policy (/legal/acceptable-use).
Possible evidence. A moderation outcome or a substantiated report, with no or minimal prior history.
Decision maker. Automated systems or a human reviewer.
Possible outcomes. A warning, which may accompany removal of the offending content. A warning does not change the account state; repetition escalates (§28).
Appeal availability. Yes, where the warning accompanies a content removal or affects your standing (§26).
7. Limited Accounts
Purpose. To restrict outbound engagement while preserving read access, as a proportionate step for repeated or moderate breaches.
Trigger. A confirmed breach where a warning is insufficient, typically after prior history.
Possible evidence. A moderation outcome plus one or more prior violation records.
Decision maker. Automated systems or a human reviewer.
Possible outcomes. The account moves to Limited: you keep read access but lose outbound engagement (such as likes and messages) for a set period (by default around seven days), tied to a violation record that governs expiry. The restriction lifts automatically when it expires (§27), unless escalated.
Appeal availability. Yes (§26).
8. Photo Review Required
Purpose. To require photo verification or re-verification where photo integrity is in doubt, without removing account access.
Trigger. A photo-integrity or verification anomaly, a relevant report, or a risk signal affecting photo trust.
Possible evidence. Photo moderation outcomes, verification results, or risk signals. Handling of the verification itself is described in the Photo Verification Policy (/legal/photo-verification).
Decision maker. Automated systems or a human reviewer may set this state; a human reviews the verification outcome where required.
Possible outcomes. The account moves to Photo Review Required: access is retained but new photo uploads are blocked until review clears. Failure or non-completion may escalate (§28) or lead to verification revocation (§12).
Appeal availability. Yes (§26); you may also re-attempt verification per the Photo Verification Policy (/legal/photo-verification).
9. Temporary Suspension
Purpose. To remove access temporarily where warranted by a serious breach, escalation, or the need to investigate, while preserving the possibility of return.
Trigger. A serious confirmed breach, repeated breaches after lesser measures, a high-confidence critical-policy signal, or the need to hold an account pending investigation.
Possible evidence. Moderation outcomes, risk bands, reports, prior violation records, and investigation findings (§23).
Decision maker. Automated systems may apply suspension for qualifying signals, but only alongside an urgent, high-severity case raised for a person to confirm; a human reviewer may suspend directly.
Possible outcomes. The account moves to Suspended: no access past the gate. Suspension is reversible and appealable, and may be lifted on review or investigation outcome (§27), or escalated to permanent removal only by a human (§10).
Appeal availability. Yes (§26).
10. Permanent Ban
Purpose. To permanently remove an account for the most serious or persistent breaches.
Trigger. Severe breaches (such as child safety, §19; credible threats; serious fraud, §15) or repeated serious violations after lesser measures (§28).
Possible evidence. Investigation findings (§23), moderation outcomes, prior violation records, and, where relevant, preserved evidence and legal findings.
Decision maker. A human only. Automated systems cannot permanently ban an account; automation maxes out at suspension (§9) with an urgent critical case raised for a person to decide. This reflects how the platform is built.
Possible outcomes. The account moves to Banned, a terminal state. To prevent evasion, we may record a ban-evasion signal (a verified phone identifier and a salted device hash) so a banned person cannot simply create a new account (§14, §28). Data handling after a ban follows the Data Retention Policy (/legal/data-retention) and Privacy Policy (/legal/privacy).
Appeal availability. Yes; a ban remains appealable (§26).
11. Identity Revocation
Purpose. To withdraw identity-verification trust where it was wrongly obtained or is no longer valid.
Trigger. Identity verification obtained by fraud or error, or later invalidated (see the Identity Verification Policy, /legal/identity-verification).
Possible evidence. Verification outcomes, fraud signals, and investigation findings.
Decision maker. A human reviewer, informed by automated signals.
Possible outcomes. Identity-verified status is revoked; the account may be required to re-verify, or may face restriction or removal (§7-§10) where warranted.
Appeal availability. Yes (§26).
12. Verification Revocation
Purpose. To withdraw photo-verification trust where it was wrongly obtained, invalidated, or consent is withdrawn.
Trigger. A failed or invalidated photo verification, a successful review finding, withdrawal of biometric consent, or account deletion.
Possible evidence. Photo verification outcomes and review findings (see the Photo Verification Policy, /legal/photo-verification, and Biometric Information Policy, /legal/biometric-data).
Decision maker. A human reviewer, informed by automated signals.
Possible outcomes. Photo-verified status is revoked and cleared from the read model so it no longer displays or confers benefits, the verified badge is removed (§13), and the associated biometric reference is deleted per the Biometric Information Policy (/legal/biometric-data).
Appeal availability. Yes (§26); you may re-attempt verification.
13. Badge Removal
Purpose. To ensure a verified badge reflects only current, valid verification.
Trigger. Revocation of identity (§11) or photo (§12) verification, or the underlying verification ceasing to be valid.
Possible evidence. The revocation decision or the invalidation of the underlying verification.
Decision maker. Applied automatically on revocation; the underlying revocation is decided as in §11-§12.
Possible outcomes. The verified badge is removed and the verified state cleared from the read model. Re-verification can restore a badge.
Appeal availability. Through the underlying decision (§11-§12) and the Appeals Policy (/legal/appeals).
14. Duplicate Accounts
Purpose. To enforce the one-genuine-account principle and detect evasion.
Trigger. Operating more than one account without permission, or creating accounts to evade enforcement (§28).
Possible evidence. Privacy-safe duplicate and evasion signals, including a self-issued, salted device hash and a verified phone identifier. We do not fingerprint; raw identifiers are not persisted (see the Privacy Policy, /legal/privacy, and Acceptable Use Policy, /legal/acceptable-use).
Decision maker. Automated detection with human review for consequential action; permanent removal is human-only (§10).
Possible outcomes. Consolidation or removal of duplicates, restriction, suspension, or - for evasion - action across linked accounts (§28).
Appeal availability. Yes (§26).
15. Fraud
Purpose. To act against fraud that harms members or the Service.
Trigger. Payment fraud, account-takeover, identity fraud, or related abuse (see the Acceptable Use Policy, /legal/acceptable-use).
Possible evidence. Risk bands, verification outcomes, payment-partner signals, and behavioural detection.
Decision maker. Automated detection with human review for consequential action; bans are human-only (§10).
Possible outcomes. Restriction, suspension, or permanent removal (§7-§10); referral to authorities and payment partners (§30).
Appeal availability. Yes (§26).
16. Scams
Purpose. To act against romance scams and financial exploitation, a primary dating-platform risk.
Trigger. Romance scams, blackmail, sextortion, extortion, or catfishing to defraud (see the Community Guidelines, /legal/community-guidelines).
Possible evidence. Scam-pattern detection, reports, and message signals; potentially targeted members may receive in-product safety notices.
Decision maker. Automated detection with human review; bans are human-only (§10).
Possible outcomes. Suspension or permanent removal (§9-§10); referral to authorities (§30).
Appeal availability. Yes (§26).
17. Identity Abuse
Purpose. To act against impersonation and misuse of identity verification.
Trigger. Impersonation, forged or third-party identity information, or attempts to defeat identity verification (see the Acceptable Use Policy, /legal/acceptable-use).
Possible evidence. Verification outcomes, fraud signals, and reports.
Decision maker. A human reviewer, informed by automated signals.
Possible outcomes. Identity revocation (§11), restriction, suspension, or permanent removal (§7-§10); referral where unlawful (§30).
Appeal availability. Yes (§26).
18. Biometric Abuse
Purpose. To act against misuse of the biometric processing used solely for photo verification.
Trigger. Attempting to enrol or verify as another person, spoofing liveness or comparison checks, or interfering with biometric processing (see the Biometric Information Policy, /legal/biometric-data).
Possible evidence. Liveness and comparison outcomes and review findings; Tirvea holds only an opaque reference, never images or biometric templates.
Decision maker. A human reviewer, informed by automated signals.
Possible outcomes. Verification revocation (§12), restriction, suspension, or permanent removal (§7-§10).
Appeal availability. Yes (§26).
19. Child Safety
Purpose. To enforce our zero-tolerance stance on any child-safety violation. Full standards are in the Child Safety Policy (/legal/child-safety).
Trigger. Any child sexual abuse material, grooming, exploitation, sexualisation of a minor, or use of the Service by a person under 18.
Possible evidence. Detection signals, reports, and preserved evidence, handled under strict, purpose-limited procedures.
Decision maker. Prioritised as critical; a human confirms permanent removal (§10).
Possible outcomes. Immediate permanent removal, evidence preservation, mandatory reporting to the appropriate authorities and hotlines, and full cooperation with law enforcement (§30). Restoration is not available where it would be unlawful or unsafe (§27).
Appeal availability. An appeal route exists (§26), subject to our overriding legal and safety duties. [Legal review required before publication - confirm mandatory-reporting obligations and designated bodies for the launch jurisdictions.]
20. Illegal Content
Purpose. To act on illegal content consistent with our legal obligations, including the Digital Services Act.
Trigger. Content that is unlawful under applicable law (for example, illegal hate speech or terrorist content), reported or detected.
Possible evidence. Notices, detection signals, and assessment findings; we distinguish illegal content from content that merely breaches our policies.
Decision maker. A human reviewer for consequential action; automation may restrict or suspend pending review.
Possible outcomes. Content removal, restriction, suspension, or permanent removal (§6-§10); preservation and referral where required (§30).
Appeal availability. Yes (§26). [Legal review required before publication - confirm illegal-content handling against the Digital Services Act and Irish implementing law.]
21. Emergency Suspension
Purpose. To act immediately where necessary to prevent imminent harm.
Trigger. A credible, urgent risk to safety, a high-confidence critical-policy signal, or an emergency report.
Possible evidence. Urgent reports, critical risk signals, and safety context (see the Trust & Safety Policy, /legal/trust-safety).
Decision maker. Automated systems may impose immediate suspension for qualifying critical signals, always with an urgent case raised for a person to confirm; a human may suspend directly. Permanent removal remains human-only (§10).
Possible outcomes. Immediate Suspended state, evidence preservation, expedited review (§22), and, where appropriate, emergency disclosure to authorities (§30).
Appeal availability. Yes (§26); emergency suspensions are reviewed promptly.
22. Manual Review
Purpose. To ensure people make and confirm consequential decisions.
Trigger. A case raised by automated systems, a report, an investigation, or a critical risk band that forces manual review.
Possible evidence. The content, signals, history, and any preserved evidence relevant to the case.
Decision maker. Trained reviewers in the Trust & Safety function, acting through a case queue with severity-based service targets and escalation for overdue cases.
Possible outcomes. Any action on the ladder (§6-§10) or revocation (§11-§12); confirmation of an automated suspension; or no action where unfounded. Permanent removal requires this human step (§10).
Appeal availability. Yes (§26).
23. Evidence Assessment
Purpose. To assess evidence fairly and proportionately before consequential action.
Trigger. A case requiring more than routine handling, or any action toward suspension or removal.
Possible evidence. Content, reports, moderation and risk outcomes, verification results, device and credential signals, and prior violation records, preserved and minimised per the Data Retention Policy (/legal/data-retention).
Decision maker. Trained reviewers and investigators (§22).
Possible outcomes. A documented decision with reasons (§24), leading to an action (§6-§10), revocation (§11-§12), referral (§30), or closure.
Appeal availability. The resulting decision is appealable (§26).
24. Statement of Reasons
Purpose. To tell you why a significant action was taken.
Trigger. A significant enforcement action (content removal, limitation, photo review, suspension, or ban).
Possible evidence. The grounds, the rule or legal basis relied on, and whether automated means were used.
Decision maker. The reviewer or system that took the action, recorded for accountability.
Possible outcomes. A statement of reasons explaining what we decided, the main grounds, the basis relied on, whether automation was used, and how to appeal, consistent with the Digital Services Act.
Appeal availability. The statement of reasons explains how to appeal (§26). [Legal review required before publication - confirm statement-of-reasons content against Digital Services Act Article 17.]
25. Notification
Purpose. To notify you of an action affecting your account.
Trigger. Any enforcement action, save where notice is delayed or withheld for legal or safety reasons.
Possible evidence. Not applicable.
Decision maker. The Trust & Safety function.
Possible outcomes. You are notified of the action, its effect, its duration where time-limited, and how to appeal (§26). For child-safety and legal matters, notice may be modified where required (§19-§20, §30).
Appeal availability. Notifications include appeal information (§26).
26. Appeals
Purpose. To give you a fair route to challenge an enforcement action. Automated systems can err and human decisions can be reconsidered.
Trigger. Any eligible enforcement action, revocation, or suspension.
Possible evidence. Your grounds and any information you provide, assessed against our policies (see the Appeals Policy, /legal/appeals).
Decision maker. A trained reviewer; an appeal against an automated action is not decided solely by the same automated system.
Possible outcomes. The action is upheld, reversed, or varied, with a statement of reasons and, where applicable, information about out-of-court dispute settlement, consistent with the Digital Services Act.
Appeal availability. This section is the appeal route; the full process is in the Appeals Policy (/legal/appeals). [Legal review required before publication - confirm internal-complaint-handling and out-of-court dispute settlement against Digital Services Act Articles 20 and 21.]
27. Restoration
Purpose. To restore access and standing where a restriction expires, is reversed, or is no longer warranted.
Trigger. Expiry of a time-limited restriction, a successful appeal (§26), a favourable review or investigation outcome, or completion of a required step (such as re-verification).
Possible evidence. The expiry of the backing violation record, the appeal or review outcome, or the completed requirement.
Decision maker. Time-limited restrictions lift automatically on expiry; other restorations follow a human decision on review or appeal.
Possible outcomes. The account returns to Active (or the appropriate state), and wrongly-removed content, features, or verification are reinstated so far as we are able. Restoration is not available where it would be unlawful or unsafe (§19).
Appeal availability. Not applicable (restoration is the favourable outcome).
28. Repeat Offenders
Purpose. To address members who repeatedly breach the rules or evade enforcement.
Trigger. Repeated confirmed breaches after warnings or restrictions, or evasion through new or duplicate accounts (§14).
Possible evidence. Prior violation records, escalation history, and evasion signals (a verified phone identifier and a salted device hash).
Decision maker. Escalation is driven by history and confirmed by a human for consequential action; bans are human-only (§10).
Possible outcomes. Escalation up the ladder, action across linked and evasion accounts, and permanent removal (§10). Consistent with the Digital Services Act, we may, after warning, suspend for a reasonable period an account that frequently provides manifestly illegal content.
Appeal availability. Yes (§26). [Legal review required before publication - confirm repeat-offender and misuse-suspension drafting against Digital Services Act Article 23.]
29. Platform Integrity
Purpose. To protect the systems that make enforcement fair and effective.
Trigger. Manipulation of moderation, verification, ranking, or safety systems, or technical abuse (see the Acceptable Use Policy, /legal/acceptable-use).
Possible evidence. Integrity and security signals and investigation findings.
Decision maker. Automated detection with human review; bans are human-only (§10).
Possible outcomes. Restriction, suspension, or permanent removal (§7-§10), and referral where unlawful (§30).
Appeal availability. Yes (§26).
30. Law Enforcement
Purpose. To handle enforcement that intersects with legal requests and obligations.
Trigger. A valid legal request, a legal obligation, or a serious matter warranting proactive reporting.
Possible evidence. The request or obligation, and the preserved evidence relevant to it.
Decision maker. Legal and Trust & Safety, under the Law Enforcement Guidelines (/legal/law-enforcement).
Possible outcomes. Lawful preservation and disclosure, enforcement required by law, and proactive reporting of serious matters, in particular child safety (§19), consistent with the Privacy Policy (/legal/privacy).
Appeal availability. Enforcement actions remain appealable (§26); legal obligations are not waived by an appeal. [Legal review required before publication - confirm disclosure thresholds for the launch jurisdictions.]
31. Record Keeping
Purpose. To keep enforcement traceable and accountable.
Trigger. Any enforcement action or decision.
Possible evidence. Not applicable.
Decision maker. The Trust & Safety function.
Possible outcomes. Enforcement actions are recorded in audited records (violation and case records, with authentication and verification events; actions taken by a person are attributed to a human actor). Records support appeals (§26), transparency (see the Transparency Report, /legal/transparency), and lawful requests (§30), and are retained per the Data Retention Policy (/legal/data-retention).
Appeal availability. Records support the appeal process (§26).
32. Policy Updates
Purpose. To explain how this Policy changes.
Trigger. Changes in the Service, our practices, enforcement patterns, or the law.
Possible evidence. Not applicable.
Decision maker. WiseWave Limited.
Possible outcomes. We update the "Last Updated" date and, for material changes, take reasonable steps to communicate them. The current Policy governs actions taken after it takes effect.
Appeal availability. Not applicable.
33. Contact
Purpose. To tell you how to reach us about an enforcement action.
Trigger. Not applicable.
Possible evidence. Not applicable.
Decision maker. Not applicable.
Possible outcomes. To appeal, follow the Appeals Policy (/legal/appeals). For other enquiries:
- Operator: WiseWave Limited (Company Number 762171)
- Registered office: 39 Cooley Park, Dundalk, Co. Louth, A91 AP2V, Ireland
- Email: info@tirvea.com
For how safety decisions are made, see the Trust & Safety Policy (/legal/trust-safety); for child-safety matters, the Child Safety Policy (/legal/child-safety).
Appeal availability. Appeals are handled under the Appeals Policy (/legal/appeals).