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Appeals Policy

 

Purpose

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My Soul Connector is committed to maintaining a safe, inclusive, and transparent community. This Appeals Policy explains how users may request a review of decisions that affect their account, access, or participation on the Platform.

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Scope

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This policy applies to decisions made by My Soul Connector relating to:

  • Account suspensions, restrictions, or terminations
     

  • Match or communication limitations
     

  • Payment disputes relating to verification fees or subscriptions
     

  • Safety or safeguarding actions taken following reports, checks, or behavioural concerns
     

 

Right to Appeal

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All users have the right to appeal decisions they believe were made unfairly or in error.
Appeals must be submitted within 14 days of the decision being communicated.

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Appeals Process

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1. Submitting an Appeal

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Appeals should be submitted in writing via the Appeals Form in the Help Centre or by emailing:


📧 hello@mysoulconnector.co.uk

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Please include:

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  • Full name
     

  • Registered email address
     

  • Details of the decision being appealed
     

  • Clear reasons and any relevant information supporting your appeal
     

 

2. Acknowledgement

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You will receive confirmation of receipt of your appeal within 3 working days.

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3. Review

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  • Your appeal will be reviewed by a senior member of the safeguarding and compliance team who was not involved in the original decision.
     

  • Where appropriate, external specialists (e.g., data protection or safeguarding consultants) may be consulted to ensure impartiality, fairness, and compliance.
     

 

4. Outcome

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You will receive a written response within 14 working days, confirming whether the decision has been:

  • Upheld
     

  • Amended
     

  • Overturned
     

Decisions made following the appeal review are final.

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Safeguarding & Safety Considerations

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If there is any indication of risk to a user or the wider community, account restrictions will remain in place throughout the appeal process.


My Soul Connector prioritises community safety above individual reinstatement.

 

 

Accessibility & Fairness

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My Soul Connector ensures that:

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  • All appeals are considered fairly and without discrimination, bias, or retaliation.
     

  • Reasonable adjustments are available for users with accessibility needs.
     

  • Feedback from appeals is used to improve policies and enhance user experience.

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Contact: For questions about this policy,  email: hello@mysoulconnector.co.uk

 

Last updated: 17th November 2025

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