Account Suspension & Enforcement Policy

1. Introduction

This Account Suspension & Enforcement Policy explains how Mentor to Marry, operated by Love, Dating and Marriage Ministries, may respond where a member, user, volunteer, moderator, mentor or representative breaches platform rules, creates safety concerns, misuses platform features or acts inconsistently with the Christian identity and marriage-focused purpose of Mentor to Marry.

Mentor to Marry is a global interdenominational Christian relationship, dating, marriage education, community and matching platform for Christians aged 25 and over.

This Policy should be read alongside the Statement of Faith, Platform Values & Community Principles, Community Guidelines & Code of Conduct, Terms of Use, Privacy Policy, Membership & Subscription Terms, Refund & Cancellation Policy, Safeguarding & Community Safety Policy, Profile Standards Policy, Matching Platform Terms, Messaging & Communications Policy, Data Retention & Deletion Policy, Reporting & Complaints Policy and any internal safeguarding, moderation, investigation or complaints procedure adopted by Mentor to Marry.

2. Purpose of This Policy

The purpose of this Policy is to protect members and users, preserve the safety and integrity of the platform, provide a fair and proportionate enforcement framework, explain possible moderation and enforcement actions, respond to misconduct, deception, fraud, harassment and safety concerns, support consistency in decision-making, prevent repeat misconduct, support safeguarding and community safety, explain when accounts may be restricted, suspended or terminated, explain when appeals may be available and reinforce that platform access is conditional on compliance with Mentor to Marry’s Terms and policies.

3. Scope of This Policy

This Policy applies to free members, paid members, Premium members, VIP members, course participants, community participants, profile users, matching users, messaging users, moderators, mentors, volunteers, contributors, facilitators, administrators, contractors, representatives and any person using or acting on behalf of Mentor to Marry.

It applies to conduct occurring on the website, in member profiles, matching features, messaging features, community spaces, course areas, live sessions, comments, reports or complaints, support communications, app-based services where introduced and any other Mentor to Marry service or communication channel.

It may also apply to off-platform conduct where that conduct affects member safety, concerns another member, involves fraud, harassment, abuse, exploitation, coercion, safeguarding concerns or undermines the trust and integrity of Mentor to Marry.

4. Enforcement Principles

Mentor to Marry’s enforcement approach is guided by safety, fairness, proportionality, accountability, prevention, integrity, confidentiality and flexibility.

Member safety and community protection are central. Concerns should be considered fairly based on available information. Action should be proportionate to the seriousness, risk and context of the conduct. Members are responsible for their behaviour, profile information, communications and use of platform features. Enforcement should prevent further harm, misuse or risk where possible. Mentor to Marry must be able to protect its Christian identity, mission, platform values and marriage-focused purpose.

5. Types of Enforcement Action

Mentor to Marry may take one or more enforcement actions, including informal guidance, reminder of rules, written warning, request for profile amendment, content removal, message removal, comment removal, profile visibility restriction, messaging restriction, matching restriction, community access restriction, course community restriction, live session removal, temporary feature restriction, temporary account suspension, temporary membership suspension, permanent feature removal, permanent account termination, permanent membership termination, prevention of re-registration, withdrawal of badges, withdrawal of verification status, escalation to safeguarding review, escalation to leadership review, referral to payment provider, app store or authorities where appropriate, or any other action considered necessary and proportionate.

Mentor to Marry may apply more than one action at the same time.

6. Enforcement Matrix

The following matrix is an indicative guide only. Mentor to Marry may choose a different response depending on evidence, seriousness, urgency, safety risk, member history and operational context.

The matrix is a guide only. Mentor to Marry may escalate, reduce, combine or vary responses depending on the full circumstances.

7. Informal Guidance, Warnings and Restrictions

Mentor to Marry may issue informal guidance, reminders or warnings where a concern appears minor, accidental, unclear or capable of correction.

Warnings may relate to inappropriate messages, boundary issues, misleading profile information, repeated low-level complaints, disrespectful communication, misuse of community spaces, minor harassment concerns, failure to comply with moderation guidance or other policy breaches.

Mentor to Marry may restrict, hide, pause or remove profiles, messaging access, matching access, community access, course spaces, live sessions or other features where there are concerns about safety, accuracy, conduct, fraud, harassment, deception or policy breach.

8. Temporary Suspension and Immediate Protective Action

Mentor to Marry may temporarily suspend an account, membership or specific feature access where further review is needed.

Temporary suspension may be appropriate where a serious report has been made, safeguarding concerns arise, fraud is suspected, identity concerns arise, marital-status deception is alleged, harassment is reported, financial exploitation is suspected, payment abuse or chargeback abuse occurs, account compromise is suspected, evidence needs to be preserved or immediate risk management is required.

Mentor to Marry may take immediate protective action without prior warning where it reasonably considers this necessary to protect members, the community, the platform or legal interests. This may occur before a member is invited to respond where urgency, safety, evidence preservation or risk management requires it.

9. Permanent Account Termination

Mentor to Marry may permanently terminate an account where the conduct is serious, repeated, dishonest, unsafe or incompatible with platform membership.

Permanent termination may occur for fake profiles, impersonation, catfishing, marital-status deception, creating a profile while married for matching purposes, harassment, threats, financial exploitation, romance fraud, requests for money or gifts, inappropriate content, repeated boundary violations, spiritual manipulation, safeguarding concerns, enforcement evasion, payment abuse, fraudulent information, serious or repeated policy breaches, or conduct that undermines member safety, trust or platform integrity.

Permanent termination may result in loss of access to profile features, matching, messaging, paid membership, communities, course communities, badges and platform services.

10. Prevention of Re-Registration

Mentor to Marry may take steps to prevent a suspended, terminated or banned user from re-registering.

This may include retaining limited information necessary to identify repeat account creation, prevent evasion of enforcement, protect members, preserve safeguarding records, prevent fraud, prevent harassment, maintain platform integrity and comply with applicable law.

Creating a new account to evade restriction, suspension or termination is prohibited.

11. Reasons Enforcement Action May Be Taken

Enforcement action may be taken where Mentor to Marry reasonably believes that a person has breached platform policies, provided false information, misrepresented identity, marital status or sex at birth where required, harassed or bullied another person, manipulated or coerced another person, used spiritual language abusively, requested money or financial support, engaged in fraud or attempted fraud, created safety or safeguarding concerns, abused platform features, evaded enforcement, submitted false reports, retaliated against another member, misused private information, breached privacy expectations, disrupted community or course spaces, engaged in unlawful activity, or acted inconsistently with the Christian identity, values or purpose of Mentor to Marry.

12. Investigations and Member Cooperation

Mentor to Marry may investigate alleged breaches of platform rules. An investigation may include reviewing reports, profile information, messages where permitted, screenshots or evidence, payment or account activity, technical information, contacting relevant users, consulting moderators or safety leads, preserving relevant records and applying relevant policies.

Mentor to Marry is not required to conduct a formal legal process and may make decisions based on the information reasonably available.

Members are expected to cooperate honestly and in good faith with reasonable investigations. Failure to cooperate may itself result in enforcement action.

13. Evidence Preservation

Mentor to Marry may preserve messages, reports, screenshots, profile information, account data, payment records, moderation notes, technical logs and related information where necessary for safeguarding, safety, fraud prevention, harassment investigations, abuse investigations, payment disputes, enforcement, legal compliance, dispute resolution or protection of members.

Evidence may be preserved even where a user deletes messages, deletes a profile, blocks another member, cancels membership or requests account deletion, where retention is necessary and lawful.

14. Off-Platform Conduct

Mentor to Marry may consider conduct outside the platform where that conduct affects member safety, concerns another member, creates safeguarding concerns, involves harassment, abuse, exploitation, coercion or fraud, involves threats, involves financial exploitation, undermines community trust, creates legal or reputational risk or is inconsistent with platform policies.

Mentor to Marry is not required to investigate every off-platform dispute, but it may act where safety, trust or platform integrity may be affected.

15. Confidentiality of Enforcement Decisions

Mentor to Marry will handle enforcement records carefully.

Information about reports, investigations, moderation decisions, safeguarding concerns and enforcement outcomes may be shared internally or externally where necessary for safety, safeguarding, fraud prevention, legal compliance, member protection, investigation, appeal review, platform integrity, payment dispute handling or protection of rights.

Mentor to Marry may not disclose full details of enforcement decisions to all parties, particularly where doing so would compromise privacy, safety, safeguarding, evidence, internal processes or legal obligations.

16. Effect on Paid Membership and Connected Features

Enforcement action may affect related features, including profile visibility, messaging, matching, badges, membership benefits, community access, course communities, live session access, app-based features and future services.

Where a member is restricted, suspended or terminated for breach of platform policies, misconduct, fraud, harassment, safeguarding concerns, deception, financial exploitation or serious misuse, refunds may be refused where permitted by law and the Refund & Cancellation Policy.

Paying for membership does not exempt a member from platform rules. Premium, VIP, paid or verified status does not prevent enforcement action.

17. No Automatic Compensation or Refund

Where access is restricted, suspended or terminated because of breach of platform rules, misconduct, fraud, safeguarding concerns, harassment, deception or misuse, the member will not automatically be entitled to compensation, credit, extension of membership or refund.

Refunds, if any, will be governed by the Refund & Cancellation Policy and applicable law.

18. Effect on Badges, Verification and Course Completion

Mentor to Marry may withdraw, hide, suspend or amend badges, verification status, membership labels or course completion indicators where they were issued in error, information becomes inaccurate, the member breached platform rules, safety concerns arise, identity concerns arise, the member is suspended or terminated, or continued display would be misleading.

Badges and verification are platform signals only and do not guarantee character, intentions, compatibility, relationship readiness or suitability for marriage.

19. Appeals

Mentor to Marry may allow appeals against certain enforcement decisions. Appeals are discretionary and may not be available for every enforcement decision.

Mentor to Marry may decline or limit an appeal where urgent safety, safeguarding, fraud prevention, legal compliance, repeated misconduct or platform integrity requires final action.

Appeals may be available where an account is suspended, matching access is removed, messaging access is removed, a profile is removed, membership is terminated or other significant enforcement action is taken.

20. How to Appeal and Appeal Review

Where an appeal is available, the member should follow the appeal process published by Mentor to Marry or contact Mentor to Marry through approved support channels.

An appeal should include the decision being challenged, the reason for appeal, any relevant evidence, any explanation or correction and the outcome requested. Appeals must be submitted honestly, respectfully and in good faith.

An appeal may be reviewed by an authorised administrator, a moderator not involved in the original decision, a designated safety lead, the leadership team or another appropriate reviewer designated by Mentor to Marry. Submitting an appeal does not automatically restore access while the appeal is pending.

21. Correction or Variation of Enforcement Action

Where Mentor to Marry later determines that an enforcement action was taken in error or should be varied, it may restore access, amend restrictions, provide clarification or take another appropriate corrective step.

A corrective step does not automatically create an entitlement to compensation, refund, credit or membership extension unless required by law or expressly agreed by Mentor to Marry.

22. Repeat Breaches, False Reports and Retaliation

Repeated breaches may result in stronger enforcement action. A pattern of low-level breaches may be treated as a serious concern where it shows disregard for platform rules, repeated boundary issues, continued disrespect, manipulative behaviour, unwillingness to comply or risk to other members.

Members must not knowingly submit false, malicious or misleading reports. Deliberately false, malicious or abusive reporting may result in enforcement action.

Retaliation is prohibited. Members must not retaliate against reporters, affected members, witnesses, moderators, mentors, volunteers or Mentor to Marry because of a report, safeguarding review, restriction, warning, suspension, appeal or enforcement decision.

23. No Guarantee of Enforcement Outcome

Mentor to Marry will seek to respond appropriately to concerns, but it does not guarantee that every report will result in action, every report will be upheld, every concern can be proven, every harmful user will be identified immediately, every investigation will reach a clear conclusion, every member will agree with the outcome or every safety concern can be fully resolved by platform action alone.

Members remain responsible for their own safety, choices and conduct.

24. Relationship with Data Retention

Enforcement records may be retained in accordance with the Data Retention & Deletion Policy.

Account deletion or data deletion requests do not automatically reverse enforcement decisions, remove safeguarding records, remove moderation records, cancel legal holds or prevent Mentor to Marry from retaining limited information necessary to prevent re-registration, enforcement evasion or repeated harm.

25. Changes to This Policy

Mentor to Marry may update this Account Suspension & Enforcement Policy from time to time. Updates may reflect platform development, safeguarding learning, legal developments, moderation experience, user reports, new features, internal governance development or operational needs.

Updated versions may be published on the website or platform.

26. Contact

Questions about this Policy should be directed to Mentor to Marry through the contact details published on the website or platform.

Urgent danger or emergency situations should be reported to local emergency services or appropriate authorities.

Account Suspension & Enforcement Acknowledgement

By using Mentor to Marry, members acknowledge that:

access to Mentor to Marry is conditional on compliance with platform rules;

Mentor to Marry may restrict, suspend or terminate accounts where concerns arise;

enforcement action may affect connected features including profile visibility, messaging, matching, badges, membership benefits and community access;

paid membership, Premium status, VIP status, badges or verification do not prevent enforcement action;

Mentor to Marry may act immediately where safety, safeguarding, fraud or platform integrity requires it;

account deletion does not automatically erase enforcement records or reverse enforcement decisions;

enforcement records may be retained to prevent repeated harm or evasion;

members must cooperate honestly with investigations;

appeals may be available for some decisions but are discretionary and not guaranteed in every case;

retaliation, false reports and enforcement evasion are prohibited;

restriction, suspension or termination for breach does not automatically create compensation, credit, extension or refund rights; and

Mentor to Marry may protect its members, community, Christian identity and platform integrity through proportionate enforcement action.