Purpose
If you believe Velaris Management Group LLC (“Xive”) made a mistake when we removed or restricted your content, limited a feature, or acted on your account, you may ask us to look again. This Appeals Process is separate from—but aligned with—our Community Standards and Enforcement Policy.
- An appeal is a request for a fresh review of the same facts and policies; it is not a guarantee that the original decision will change.
- We document appeals where our tools and staffing allow, so decisions stay traceable for you and for our teams.
- Nothing here limits rights you may have outside Xive (for example, courts or regulators) where applicable law gives you those paths.
How to submit an appeal
Use the path that carries the most context so we can route your case correctly.
- Preferred: use the in-product appeal link or form tied to the enforcement notice, strike, or restriction you received. That attaches identifiers and policy references our reviewers need.
- If no link appears (for example, legacy notices or email-only flows): email [email protected] from an address you control, with your account identifier, any enforcement or ticket reference, and a concise explanation of why you believe the decision was wrong.
- Include relevant facts: what happened, when (timestamps or dates), links to the content or feature affected, and any evidence that was missing from the first review.
Appeals must be good-faith. Harassment, threats, forged evidence, or repeated spam appeals may lead to additional restrictions under our Enforcement Policy.
How we review appeals
We aim for an independent second look where practical:
- A reviewer who was not the sole original decision-maker may re-evaluate the matter, including whether the correct policy was applied and whether proportionate action was taken.
- We consider any new, material information you supply that we could not have weighed in the first pass.
- We may uphold the original decision, narrow or lift a restriction, restore content, or adjust an account sanction—in whole or in part.
We do not promise a live debate or back-and-forth for every case; volume and safety priorities may limit how much dialogue we can offer, but the outcome should reflect a reasoned application of our published rules.
Outcomes, finality, and other remedies
We communicate outcomes through the same channel you used to appeal when our systems allow (for example, in-app message or email reply).
- Some categories of harm may be marked final after one appeal where our policies or legal obligations require it—for example, certain severe safety violations or legally mandated removals.
- Where law requires a specific result (such as a court order), we follow the law even if an appeal would otherwise suggest a different outcome.
- Statutory rights outside Xive—such as judicial review or complaints to a regulator—remain available where your jurisdiction provides them; this internal process does not replace those remedies.
Timelines
We aim to resolve appeals within reasonable timeframes. When we publish SLAs or estimates in-product (for example, help center or status screens), those targets apply unless an exception below applies.
- Complex cases, legal holds, law-enforcement preservation, or unusually high queue volume can extend response times.
- We may ask a brief clarifying question before we finish review; if we are waiting on information from you, we pause until you respond and apply that pause consistently.
- If we cannot meet a published window, we will update you when our tools support it, without sharing sensitive investigation detail.
Contact
Appeals and follow-up questions: [email protected] (include identifiers and references as described above).