This policy explains the actions eHelp can take when rules are broken, what each one means, and how to appeal.
The actions
- Warning: a notice explaining what went wrong. Nothing is restricted.
- Content removal: a post, comment, review, listing or message is hidden.
- Restriction: one area of eHelp is limited, for a set time or until lifted. For example: creating services (services), the marketplace as a whole, messaging, communities, payments, payouts or reviews. Everything else keeps working.
- Suspension: you cannot use eHelp for a set time or until the suspension is lifted. You can still sign in to see your account status, appeal and contact support.
- Termination: your account is closed permanently. Where termination can be appealed, the notice says so.
We choose the least severe action that addresses the problem. A single weak automatic signal never leads to a suspension or termination on its own; people review these decisions.
What happens to open work and money
- Tasks: active tasks are reviewed by eHelp. We do not cancel paid work or move money automatically because an account is restricted or suspended.
- Payments: payments already made stay recorded. Refunds and releases still follow the normal rules and any dispute decisions.
- Payouts: while an account is suspended or terminated, payouts may be held for review. Earnings are not removed because of a suspension.
- Listings: services of suspended or terminated accounts are hidden from search.
- Communities: communities owned by a suspended or terminated member may be transferred to another admin of that community or suspended.
- Messages: people you were talking to can still read the conversation history.
Records
Financial, legal and safety records are kept as described in the Privacy Policy, even after an account is suspended or closed.
Appeals
You can appeal restrictions, suspensions, content removals and terminations that are marked as appealable, within the appeal window shown in the notice. Open Account safety (or the account status page if you are suspended) and choose Appeal. Explain what happened and add any evidence. You can appeal the same action a limited number of times, so include everything relevant.
A different member of the team reviews the appeal where possible. The outcome can be: upheld (the action stays), reversed (the action is lifted), partially reversed (for example a shorter or narrower restriction), or closed. We will tell you the outcome and the reason.
Getting help
Use the Support Center for questions about your account status.