LookGig Account Suspension and Appeals Policy V1.0

1. Purpose

This policy explains when LookGig may suspend or restrict an account and how affected users may appeal.

2. Grounds for worker temporary suspension

LookGig may impose a temporary suspension on a worker's ability to accept bookings for any of the following:

• 3 or more late cancellations within any rolling 30-day period; a "late cancellation" means cancellation less than 4 hours before the confirmed booking start time, unless caused by a genuine verifiable emergency;
• a first verified no-show;
• a second verified no-show within 90 days, which may result in a longer suspension or extended account review;
• a credible safety complaint received, pending review;
• fraud or identity-mismatch flag pending review;
• attempted payment manipulation or platform abuse.

3. Grounds for worker permanent restriction

After human review, the following may result in permanent restriction or termination:

• confirmed identity fraud or false documentation;
• confirmed theft during a booking;
• violence, threats or serious harassment toward a customer, household member or LookGig staff;
• sexual misconduct;
• deliberate serious property damage;
• illegal activity carried out through or in connection with the platform;
• repeated severe safety violations.

Permanent decisions remain subject to the appeal right in Section 7.

4. Grounds for employer / customer suspension

LookGig may suspend or restrict a customer account for:

• payment fraud, non-payment manipulation or deliberate payment avoidance;
• harassment, threats, physical contact, sexual misconduct or abuse toward a worker;
• 2 or more verified no-shows or lockouts within 90 days, following review;
• fraudulent or bad-faith dispute or refund claims;
• posting of illegal or prohibited jobs;
• identity or account fraud.

5. Notification

When LookGig takes account action, it will send written notification to the affected user's registered email address.

The notification will describe the reason for the action (to the extent possible without prejudicing an ongoing safety or legal review) and inform the user of their right to appeal.

6. MOTHER and account action

MOTHER cannot suspend, restrict or terminate any account.

MOTHER cannot decide a suspension review or appeal outcome.

MOTHER cannot overturn or modify account action.

All account-action decisions require human authorization.

7. Appeal rights

Appeal window: 14 days from the date of the written notification of account action.

Appeal process: Written appeal submitted to support@lookgig.com with a clear statement of the grounds for appeal and any supporting evidence.

Target response time: LookGig aims to provide a written response within 15 days of receiving the appeal.

Emergency access restriction: An emergency access restriction applied during an active safety review may remain in force while the review is pending, even if an appeal is filed, until the review is complete.

For permanent restriction decisions, one appeal per decision is permitted.

8. External remedies

Users who are not satisfied with LookGig's final response may seek remedies through:

• the Estonian Consumer Protection and Technical Regulatory Authority;
• the Estonian Consumer Disputes Committee (for consumer matters);
• the courts.