Appeals Policy

Reading note. This Policy sets out a single, consistent appeal route. Where it refers to enforcement states or moderation systems, the detail lives in the Trust & Safety Policy (/legal/trust-safety) and Account Suspension Policy (/legal/account-suspension); this Policy governs the challenge to those decisions, not the decisions themselves.

1. Purpose

Purpose. This Appeals Policy gives you a fair and accessible way to ask WiseWave Limited to review a moderation or enforcement decision that affects you on Tirvea. It is our internal complaint-handling process, designed to correct mistakes, to treat members consistently, and to meet our obligations under applicable law, including the Digital Services Act.

Scope. Applies to eligible decisions described in §4 and to the members and other affected persons described in §5.

How Tirvea operates. We provide a clear route to appeal, a fair review (with human involvement where required), a reasoned outcome, and information about further options if you remain dissatisfied.

Possible outcomes. A decision upheld, reversed, or varied (§16), with the safeguards set out in this Policy.

2. Scope

Purpose. To state what this Policy covers.

Scope. This Policy covers appeals against decisions we make to moderate content or to restrict, suspend, or remove an account or feature. It also covers decisions to remove or restrict content you reported where you are the person who submitted the report.

How Tirvea operates. Appeals are handled by our Trust & Safety function under this Policy. Matters that are not appeals - for example, data-subject requests or law-enforcement requests - are handled under the Privacy Policy (/legal/privacy) and Law Enforcement Guidelines (/legal/law-enforcement) respectively.

Possible outcomes. Eligible matters are reviewed under §12-§17; matters outside scope are routed to the correct process.

3. Definitions

Purpose. To define the few terms specific to appeals. Terms defined elsewhere keep their established meaning: contractual terms in the Terms of Service (/legal/terms), data-protection terms in the Privacy Policy (/legal/privacy), and enforcement states in the Account Suspension Policy (/legal/account-suspension).

• "Decision" - a moderation or enforcement action taken by us that is eligible for appeal under §4.
• "Appeal" - a request under this Policy asking us to review a Decision.
• "Appellant" - the person who submits an Appeal, as described in §5.
• "Statement of reasons" - the explanation we give for a significant Decision, as described in §7.
• "Out-of-court dispute settlement" - an independent dispute-resolution route available after our internal review, as described in §18.

4. What You Can Appeal

Purpose. To identify appealable Decisions.

Scope. You may appeal a Decision to: remove or restrict your content; apply a feature limitation; require photo review; suspend your account; permanently remove your account; or remove or restrict content you reported. The enforcement states these Decisions use are described in the Trust & Safety Policy (/legal/trust-safety) and Account Suspension Policy (/legal/account-suspension).

How Tirvea operates. If a Decision comes with a statement of reasons (§7), that statement will tell you whether and how it can be appealed.

Possible outcomes. Eligible Decisions proceed to review (§12); decisions that are not moderation or enforcement Decisions are routed elsewhere (§2).

5. Who Can Appeal

Purpose. To identify who may bring an Appeal.

Scope. You may appeal where you are: the member whose content or account was subject to the Decision; or the member who reported content, where we acted or declined to act on that report and you are directly affected.

How Tirvea operates. We accept Appeals only from the affected person or their authorised representative. We may take reasonable steps to confirm that an Appellant is entitled to appeal a particular Decision.

Possible outcomes. Eligible Appellants proceed to review; we may decline an Appeal from a person who is not entitled to bring it.

6. Decisions Involving Automated Systems

Purpose. To explain your rights where automated systems were involved in a Decision. Our automated and AI-assisted systems are described in the AI Moderation Policy (/legal/ai-moderation).

Scope. Decisions where an automated system detected, flagged, or contributed to the action.

How Tirvea operates. Consistent with the Trust & Safety Policy (/legal/trust-safety), our automated systems do not impose permanent removals on their own, and significant Decisions are subject to human involvement. When you appeal a Decision that was made or supported by automated means, the Appeal is not decided solely by the same automated system: a person reviews it, as described in §13.

Possible outcomes. Human review of the Decision (§13), with the rights you have under the GDPR in respect of solely automated decisions preserved (see the Privacy Policy, /legal/privacy, and GDPR & Your Rights, /legal/gdpr).

7. Statement of Reasons

Purpose. To explain the reasons notice that supports your Appeal.

Scope. Significant Decisions - for example, content removal, feature limitation, suspension, or permanent removal.

How Tirvea operates. For a significant Decision we give you a statement of reasons that explains what we decided, the main grounds for the Decision, the rule or legal basis relied on, whether automated means were used, and how to appeal. This is consistent with our obligations under the Digital Services Act.

Possible outcomes. The statement of reasons gives you the information needed to decide whether to appeal and to frame your Appeal. [Legal review required before publication - confirm statement-of-reasons content against Digital Services Act Article 17.]

8. How to Submit an Appeal

Purpose. To explain how to start an Appeal.

Scope. All eligible Decisions.

How Tirvea operates. You submit an Appeal through the in-product appeal option provided with the Decision or in your account, or, where that is unavailable, by contacting us at info@tirvea.com. Your Appeal should identify the Decision, explain why you think it was wrong, and include any information you want us to consider (§10).

Possible outcomes. A submitted Appeal is acknowledged (§11) and reviewed (§12).

9. Time Limits

Purpose. To explain the time within which to appeal.

Scope. All eligible Decisions.

How Tirvea operates. You should submit your Appeal within the time stated in the statement of reasons or, where none is stated, within a reasonable period after the Decision. We may accept a late Appeal at our discretion where there is a good reason, and we do not shorten any longer period that mandatory law provides.

Possible outcomes. Timely Appeals proceed to review; we may decline an Appeal brought long after the Decision, save where the law requires otherwise. [Legal review required before publication - confirm the appeal window and any statutory minimum period.]

10. Information We Need

Purpose. To explain what to include so we can review fairly.

Scope. All Appeals.

How Tirvea operates. Please include enough information to identify the Decision and to understand your challenge - for example, the content or account concerned, what you believe is wrong, and any context or evidence. Providing complete information helps us review quickly and accurately. We may ask you for further information, and we may proceed on the information available if we do not receive a response within a reasonable time.

Possible outcomes. Complete Appeals can be reviewed promptly (§15); incomplete Appeals may take longer or may be decided on the available information.

11. Acknowledgement

Purpose. To confirm we have received your Appeal.

Scope. All Appeals submitted through our channels.

How Tirvea operates. We acknowledge receipt of your Appeal and, where appropriate, give you a reference so you can follow it up. Acknowledgement does not decide the Appeal; it confirms that review has begun.

Possible outcomes. Your Appeal enters the review process (§12).

12. How We Review Appeals

Purpose. To explain how we assess an Appeal.

Scope. All eligible Appeals.

How Tirvea operates. We reconsider the Decision against our policies and applicable law, taking account of the reasons you give and any relevant evidence (including material preserved under the Trust & Safety Policy, /legal/trust-safety). We look at whether the original Decision applied the right rule to the right facts, and whether it was proportionate. Complex or serious matters may involve a fuller investigation.

Possible outcomes. The Decision is upheld, reversed, or varied (§16), decided by a person where §13 requires.

13. Human Review

Purpose. To guarantee human involvement in appeal decisions.

Scope. Appeals against significant Decisions, and all Appeals against Decisions made or supported by automated means (§6).

How Tirvea operates. A trained member of our Trust & Safety function reviews and decides your Appeal. Where the original Decision was automated, the Appeal is decided by a person who was not the automated system that made it. Reviewers apply our policies consistently and record their reasons to support the outcome notice (§17) and our records (§23).

Possible outcomes. A human decision on the Appeal, with reasons.

14. Independence and Fairness

Purpose. To ensure appeals are reviewed fairly.

Scope. All Appeals.

How Tirvea operates. We review Appeals in good faith and free from conflicts of interest. So far as practicable, an Appeal is reviewed by a person who was not solely responsible for the original Decision. We apply the same standards to similar cases and do not treat an Appeal less favourably because it challenges us.

Possible outcomes. A fair reconsideration of the Decision (§12-§13).

15. Timeframes for Our Decision

Purpose. To set expectations on how long an Appeal takes.

Scope. All Appeals.

How Tirvea operates. We aim to decide Appeals without undue delay and to prioritise urgent matters, in particular those affecting safety (see case prioritisation in the Trust & Safety Policy, /legal/trust-safety). Where an Appeal is complex or needs more information, it may take longer, and we will tell you if that is the case.

Possible outcomes. A timely, reasoned outcome (§16-§17). [Legal review required before publication - confirm target timeframes against Digital Services Act Article 20 and any applicable service standards.]

16. Possible Outcomes

Purpose. To explain what an Appeal can result in.

Scope. All Appeals.

How Tirvea operates. On review we may: uphold the Decision; reverse it and restore the content, feature, or account; or vary it (for example, replace a longer restriction with a shorter one). Where we reverse a Decision, we reinstate what was wrongly removed or restricted so far as we are able, and we correct our records.

Possible outcomes. Restoration, variation, or confirmation of the Decision, with reasons (§17).

17. Notification of the Outcome

Purpose. To explain how we tell you the result.

Scope. All Appeals.

How Tirvea operates. We notify you of the outcome and give reasons for it. Where we uphold or vary a Decision, we tell you the basis for that outcome and, where applicable, the options still open to you, including out-of-court dispute settlement (§18) and your legal rights (§19).

Possible outcomes. A clear, reasoned outcome notice and information about further options.

18. Out-of-Court Dispute Settlement

Purpose. To explain the independent route available if you remain dissatisfied after our review.

Scope. Eligible disputes about a moderation or enforcement Decision after our internal appeal is complete.

How Tirvea operates. Consistent with the Digital Services Act, you may be entitled to refer the dispute to a certified out-of-court dispute-settlement body. That route is independent of us; it does not remove your right to go to court (§19). We will engage with a certified body in good faith and provide information about eligible bodies with the outcome of your Appeal.

Possible outcomes. An independent, out-of-court review of the dispute. [Legal review required before publication - confirm out-of-court dispute-settlement drafting against Digital Services Act Article 21 and identify the certified bodies to name.]

19. Courts and Legal Rights

Purpose. To confirm your legal rights are preserved.

Scope. All Decisions and Appeals.

How Tirvea operates. Nothing in this Policy limits any right you have to bring a claim before a court, or any mandatory right you have under consumer-protection, data-protection, or other law. The internal appeal and out-of-court routes are additional to, and do not replace, those rights. Governing law and jurisdiction are set out in the Terms of Service (/legal/terms).

Possible outcomes. Your access to the courts and to statutory remedies is unaffected.

20. Repeat or Abusive Appeals

Purpose. To protect the integrity of the appeal process.

Scope. Appeals that are manifestly unfounded, repetitive, or abusive.

How Tirvea operates. We handle every genuine Appeal in good faith. However, consistent with the Digital Services Act, we may, after a prior warning, suspend the handling of appeals for a reasonable period from a person who frequently submits appeals that are manifestly unfounded. We assess this on the facts and do not use it to avoid genuine review. Abusive reporting and appeal behaviour is also addressed in the Community Guidelines (/legal/community-guidelines) and Acceptable Use Policy (/legal/acceptable-use).

Possible outcomes. Continued review of genuine Appeals; time-limited suspension of the appeal channel for demonstrated misuse, after warning. [Legal review required before publication - confirm misuse-suspension drafting against Digital Services Act Article 23.]

21. Child Safety and Legal Exceptions

Purpose. To explain the limited cases where the standard route is modified.

Scope. Decisions involving child safety, illegal content, or legal obligations.

How Tirvea operates. You may still appeal these Decisions, but our handling reflects our overriding duties. For child-safety matters we act under the Child Safety Policy (/legal/child-safety), including preservation and mandatory reporting, and we will not restore content or access where doing so would be unlawful or unsafe. Where a Decision is required by law or by a valid legal request, we handle it under the Law Enforcement Guidelines (/legal/law-enforcement).

Possible outcomes. A reasoned outcome that respects our legal and safety duties; restoration is not available where it would be unlawful or unsafe.

22. Your Data in Appeals

Purpose. To explain how we handle personal data in the appeal process.

Scope. Personal data processed to receive, review, and decide Appeals.

How Tirvea operates. We process the information in your Appeal and the related Decision only to review and decide the Appeal, to keep records, and to meet legal obligations. This processing is described in the Privacy Policy (/legal/privacy), and retention follows the Data Retention Policy (/legal/data-retention). You keep your data-subject rights, which you can exercise as described in GDPR & Your Rights (/legal/gdpr).

Possible outcomes. Lawful, minimised processing of appeal data, with your rights preserved.

23. Records and Transparency

Purpose. To explain how appeals support accountability.

Scope. Appeal records and reporting.

How Tirvea operates. We keep records of Appeals and their outcomes to support consistency, quality assurance, and reporting. We report on our moderation, enforcement, and appeals activity in the Transparency Report (/legal/transparency), consistent with the Digital Services Act.

Possible outcomes. Auditable appeal records and published transparency information.

24. Changes to this Policy

Purpose. To explain how this Policy changes.

Scope. This Appeals Policy.

How Tirvea operates. We may update this Policy to reflect changes in the Service, our practices, or the law. We update the "Last Updated" date and, for material changes, take reasonable steps to communicate them. The current appeal route applies to Appeals submitted after the update takes effect.

Possible outcomes. The current Policy governs appeals from its effective date.

25. Contact

Purpose. To tell you how to reach us about an Appeal.

Scope. Appeal-related contact.

How Tirvea operates. Submit Appeals through the in-product option where available (§8). For other appeal-related enquiries:

• Operator: WiseWave Limited (Company Number 762171)
• Registered office: 39 Cooley Park, Dundalk, Co. Louth, A91 AP2V, Ireland
• Email: info@tirvea.com

For the enforcement states behind a Decision, see the Account Suspension Policy (/legal/account-suspension); for how safety decisions are made, see the Trust & Safety Policy (/legal/trust-safety).

Possible outcomes. Routed handling of appeal enquiries.