Appeals Policy
How to appeal a Javern decision — suspension, listing removal, or refund denial.
Effective date: 2026-07-31
If Javern has taken an action against your account, listing, or Order that you believe is wrong, you can appeal. This policy explains how.
1. What you can appeal
You can appeal:
- Account suspension or termination.
- Listing removal.
- Content removal (chat message, review, Store content).
- Refund decisions (approved refund you disagree with, or denied refund).
- Withdrawal holds or reversals.
2. How to appeal
- Contact our support team with the subject "Appeal".
- Include:
- Your account email and username.
- What action you're appealing (with date and any reference number we sent you).
- Why you believe the action was wrong.
- Any evidence — screenshots, order IDs, chat excerpts, proof of authenticity, etc.
- Send it as one message where possible. Additional information can be added if we ask.
3. Time limits
- Appeals should be filed within 30 days of the action.
- Late appeals may still be reviewed but are not guaranteed.
4. How we review appeals
- Appeals are reviewed by staff not directly involved in the original decision, wherever practical.
- We look at all the evidence — including what was already on file and anything new you send.
- We aim to acknowledge appeals within 3 business days and respond substantively within 10 business days.
- Complex cases (especially those involving disputed KYC, fraud investigations, or IP claims) can take longer.
5. Possible outcomes
- Upheld — the original decision stands. You'll get a reason.
- Reversed — the action is undone. Suspended accounts are reinstated, removed content is restored, refunds are re-issued, etc.
- Modified — a lesser action replaces the original (e.g., temporary restriction instead of permanent termination).
Where an appeal is successful, we try to restore state to what it would have been if the action hadn't been taken.
6. Escalation
If you're not satisfied with the appeal outcome, you can request a further review by replying to the appeal response. A second review is at Javern's discretion and typically only granted where new evidence is presented.
For matters beyond Javern's platform decisions (for example, disputes over payments), you may also raise the matter with:
- Your bank or card issuer — for card-related disputes.
- Paystack — for payment processing issues.
- The Nigeria Data Protection Commission (NDPC) — for data-privacy concerns.
- A relevant court — under the Terms of Service, Lagos State, Nigeria has jurisdiction.
7. During an appeal
- Suspension remains in effect while the appeal is under review.
- Any funds held under the Account Suspension Policy remain held.
- Removed content stays removed.
If an appeal is granted, these are reversed.
8. Bad-faith appeals
Repeated frivolous or bad-faith appeals — for example, resubmitting the same appeal without new information after it's already been denied — may result in appeals being closed without further review.