Suspension Policy

1. Our Approach to Enforcement

We aim to enforce our policies fairly and consistently. We prefer a graduated response — starting with warnings and remediation where appropriate — before escalating to suspension or termination. However, we reserve the right to act immediately and without prior notice when the severity of a violation warrants it, particularly where safety, security, or legal compliance is at risk.

2. Grounds for Suspension or Termination

We may suspend or terminate your account if you:

2.1 Violate Our Policies

• Breach our Terms of Service, Acceptable Use Policy, or any other Virtuollis policy.
• Repeatedly violate policies after receiving prior warnings.

2.2 Engage in Harmful or Illegal Activity

• Use the Services to engage in, facilitate, or promote illegal activity.
• Conduct or facilitate cyberattacks, fraud, phishing, or unauthorized access to any system.
• Distribute malware, ransomware, or other malicious code.
• Engage in harassment, abuse, or threats against any person or group.

2.3 Non-Payment

• Fail to pay amounts owed in accordance with our Billing Policy after the applicable grace period.

2.4 Security Risk

• Your account shows signs of being compromised and poses a risk to other users or our infrastructure.
• Your usage is causing or is at risk of causing service degradation for other users.

2.5 Legal & Regulatory Requirements

• We are required to do so by applicable law, regulation, court order, or government authority.
• Continuing to provide the Services to you would expose Virtuollis to legal liability.

3. Types of Enforcement Actions

Warning

For less severe or first-time violations, we may issue a written warning by email explaining the policy breach and the action required to remedy it. Failure to act on a warning within the specified timeframe may result in suspension.

Temporary Suspension

We may temporarily restrict or suspend your access to the Services. During a temporary suspension, you will not have access to your account data or features, but your data is retained.

Permanent Termination

In cases of severe, repeated, or irredeemable violations, we may permanently terminate your account. Following permanent termination:

• Your data will be retained for 30 days to allow you to submit an appeal or request a data export.
• After 30 days, your data will be permanently deleted unless a legal hold is in place.
• You may not register a new account without our prior written consent.

4. Notice of Enforcement Action

Where possible and permitted by law, we will notify you by email before taking enforcement action, describing:

• The nature of the alleged violation.
• The action we intend to take.
• The timeframe for you to respond or remedy the violation (if applicable).

We reserve the right to act without prior notice in circumstances where doing so is necessary to prevent harm to other users, protect the integrity of our systems, or comply with legal requirements.

5. Appeals Process

If you believe your account was suspended or terminated in error, you may submit an appeal within 30 days of receiving notice of the enforcement action. To appeal:

1. Email legal@virtuollis.com with the subject line “Account Appeal – [Your Account Email]”.
2. Include a clear explanation of why you believe the enforcement action was incorrect.
3. Provide any supporting evidence or context relevant to your case.

We will acknowledge your appeal within 3 business days and aim to render a decision within 10 business days. Our decision following an appeal is final. While your appeal is under review, your account will remain in its suspended or terminated state.

6. Data Access During Suspension

During a temporary suspension, you will not have access to the Services, but your data is preserved. If your account is permanently terminated, you may request a data export during the 30-day retention window. Data export requests must be submitted to legal@virtuollis.com.

7. Refunds Upon Termination

If your account is terminated by Virtuollis for a policy violation, no refunds will be issued for any prepaid fees. If your account is terminated for any other reason (e.g., legal requirement), any remaining prepaid amount may be eligible for a pro-rated refund per our Billing Policy.

8. Contact