Account Suspension Policy

Effective date: 2026-07-31

This policy explains when Javern may suspend or terminate an account, how the process works, and what happens to your data, orders, and funds.

1. Grounds for suspension or termination

Javern may suspend or terminate an account for:

Violation of the Terms of Service or any Javern policy.
Fraud, chargeback abuse, or attempted payment fraud.
Listing prohibited or infringing items (see Prohibited Items Policy, Intellectual Property Policy).
Harassment, threats, or abusive behaviour (see Community Guidelines).
Impersonation of another User, brand, or Javern staff.
Repeated failure to accept or ship Orders (Vendors).
Repeated refund abuse or coordinated review manipulation.
Providing false identity information or failing KYC repeatedly.
Non-compliance with law enforcement requests where required.

2. Levels of action

Depending on the severity and history, we take one of:

Warning — first-time minor violations. Behaviour is expected to change.
Content removal — removing offending listings, messages, or reviews.
Feature restriction — for example, freezing payouts or blocking new listings.
Temporary suspension — the account is locked for a defined period.
Permanent termination — the account is closed and the User is barred from creating new accounts.

Severe violations (counterfeits, fraud, threats of violence, content involving minors) can result in immediate permanent termination without warning.

3. Notice

Where possible, we notify the account holder by email or in-app of:

The action taken.
The policy that was violated.
Whether the action is temporary or permanent.
How to appeal — see the Appeals Policy.

In cases of ongoing fraud or safety risk, we may act without prior notice.

4. What happens to Orders in progress

Buyer suspension — active Orders continue to fulfil where safe. New Orders can't be placed.
Vendor suspension — Buyers are refunded to their Javern Wallet where the Vendor cannot fulfil.

5. What happens to funds

Buyer wallet balance — held pending investigation. Released once the account is reinstated, or applied to legitimate refunds owed to Vendors.
Vendor Javern Wallet balance — held for up to 180 days from the date of suspension before release, to cover potential chargebacks, refunds, or dispute obligations. Confirmed fraud may result in forfeiture.
Legacy Vendor pending balance — refunded to the respective Buyers' Javern Wallets where they've already paid but the Order won't be fulfilled.
Legacy Vendor withdrawable balance — held for up to 180 days before release.

Suspended accounts have their data retained per the Privacy Policy. Terminated accounts have most personal data deleted after retention windows expire, subject to legal, financial, and dispute-related exceptions.

7. Repeat suspensions

Users who have been suspended and then repeatedly violate policies again may be permanently terminated without further warning.

8. Creating a new account after termination

Creating a replacement account after termination — or otherwise attempting to bypass a ban — is itself a violation of these Terms and will result in immediate termination of the new account.

9. Appeals

If you believe a suspension or termination was in error, you can appeal — see the Appeals Policy.