Published April 12, 2026

Account Suspension and Termination Policy

Account Suspension and Termination Policy

Last Updated: April 12, 2026

1. Overview

This policy explains the circumstances under which Stonebox.com may suspend or terminate user accounts, and the process involved.

2. Reasons for Account Action

Violations That May Result in Suspension or Termination

  • Violation of Terms of Use
  • Violation of Community Guidelines
  • Posting Prohibited Content
  • Fraud, scams, or deceptive practices
  • Payment disputes or chargebacks (excessive)
  • Harassment or abusive behavior
  • Creating multiple accounts to evade bans
  • Manipulating reviews, ratings, or search results
  • Intellectual property violations (repeated)
  • Illegal activity

3. Types of Enforcement Actions

1. Warning

Issued for: First-time or minor violations

  • Email notification of the violation
  • Explanation of the policy violated
  • Instructions to correct the issue
  • No account restrictions
  • Warning remains on record

2. Content Removal

Issued for: Policy-violating listings or messages

  • Specific content is removed
  • User is notified with reason
  • Account remains active
  • May include warning

3. Temporary Suspension (7-30 days)

Issued for: Moderate violations or repeat offenses

  • Account access restricted for specified period
  • Cannot post new listings
  • Cannot message other users
  • Active listings remain visible (or may be hidden)
  • Email notification with details

4. Permanent Termination

Issued for: Serious violations or persistent rule-breaking

  • Account permanently closed
  • All listings removed
  • Cannot create new accounts
  • Associated email/phone numbers may be banned
  • May forfeit pending payments (in cases of fraud)

5. Immediate Termination (No Warning)

Issued for:

  • Illegal activity
  • Serious fraud or scams
  • Content sexualizing minors
  • Terrorist or violent extremist content
  • Severe harassment or threats

4. Progressive Enforcement

Typical Progression

  1. First violation: Warning + content removal
  2. Second violation: 7-day suspension
  3. Third violation: 30-day suspension
  4. Fourth violation: Permanent termination

Note: Serious violations may skip this progression and result in immediate termination.

5. Notification Process

How You'll Be Notified

  • Email: Sent to your registered email address
  • In-Platform: Message in your account dashboard
  • SMS: For urgent security issues (if phone number provided)

Notification Will Include:

  • Type of action taken (warning, suspension, termination)
  • Reason for the action
  • Policy or rule violated
  • Duration (for suspensions)
  • How to appeal (if applicable)
  • Steps to prevent future violations

6. Account Suspension Details

During Suspension:

  • You cannot log in or access your account
  • Your listings may be hidden from search
  • Active transactions may be canceled or put on hold
  • You cannot create new listings or make purchases
  • Your profile may show "Account Suspended"

After Suspension Ends:

  • Account access is restored automatically
  • You receive an email notification
  • Previous violations remain on your record
  • Listings may need to be manually reactivated

7. Account Termination Details

When Account Is Terminated:

  • Immediate loss of access
  • All listings are permanently removed
  • Store pages are deleted
  • Messages and data may be retained for legal/safety purposes
  • Outstanding payments may be forfeited (in fraud cases)
  • You cannot create a new account

Data Retention After Termination:

  • We may retain your data for legal, fraud prevention, and safety purposes
  • Personal information handling follows our Privacy Policy
  • Transaction records kept for tax and legal compliance

8. Appeals Process

You May Appeal If:

  • You believe the action was taken in error
  • You have evidence that contradicts the violation
  • There were extenuating circumstances
  • The violation was unintentional and you've corrected it

How to Appeal:

  1. Email appeals@stonebox.com within 14 days
  2. Subject line: "Appeal - Account [Your Username]"
  3. Include:
    • Your account username and email
    • The enforcement action you're appealing
    • Detailed explanation of why the action was wrong
    • Any supporting evidence (screenshots, receipts, etc.)
  4. Wait for review (typically 5-10 business days)

Appeal Outcomes:

  • Upheld: Original decision stands
  • Reduced: Termination changed to suspension, or suspension period reduced
  • Overturned: Account fully reinstated with apology

Note: Appeals for immediate termination due to illegal content are rarely overturned.

9. Ban Evasion

Strictly Prohibited

If your account is suspended or terminated, you may NOT:

  • Create a new account
  • Use a family member's or friend's account
  • Use a different email or phone number
  • Access the platform through VPN or proxy

Consequences:

  • New accounts will be terminated immediately
  • Ban period may be extended
  • May result in legal action
  • Associated accounts may also be terminated

10. Self-Service Account Deletion

Voluntary Account Closure

You may close your account at any time:

  1. Go to Account Settings > Privacy & Security
  2. Click "Delete My Account"
  3. Confirm your identity
  4. Provide reason (optional)
  5. Account is deactivated immediately

After Deletion:

  • Account cannot be recovered after 30 days
  • Active listings are removed
  • Outstanding transactions must be completed first
  • Some data retained for legal compliance

11. Reactivation After Termination

Can I Get My Account Back?

In rare cases, terminated accounts may be reinstated if:

  • The termination was made in error
  • Significant time has passed and you can demonstrate reform
  • You successfully appealed the decision

Contact appeals@stonebox.com to request consideration.

12. Avoiding Account Issues

Best Practices:

  • Read and follow all policies
  • Respond to Stonebox.com communications promptly
  • Correct issues immediately when notified
  • Ask questions if you're unsure about rules
  • Treat other users with respect
  • Post only accurate, honest content
  • Don't try to game the system

13. Security-Related Suspensions

Account May Be Temporarily Suspended For:

  • Suspected unauthorized access (account hacked)
  • Unusual activity patterns
  • Payment security concerns
  • Identity verification required

These suspensions are for your protection. Contact support to verify your identity and restore access.

14. Payment-Related Account Holds

Account May Be Limited If:

  • Outstanding negative balance
  • Excessive chargebacks
  • Payment fraud suspected
  • Unpaid fees

Resolve payment issues to restore full access.

15. Legal Requirements

We May Terminate Accounts Due To:

  • Court orders or subpoenas
  • Law enforcement requests
  • DMCA repeat infringer status
  • Regulatory compliance requirements

16. No Refund Policy

If your account is terminated for policy violations:

  • Listing fees are not refunded
  • Store subscription fees are not prorated
  • Promotional fees are forfeited

Exception: If termination was made in error, fees may be refunded or account credited.

17. Impact on Ongoing Transactions

If You're a Buyer:

  • Pending orders may be canceled
  • Refunds issued for unfulfilled orders
  • You may need to contact sellers directly (if permitted)

If You're a Seller:

  • Must fulfill existing orders
  • Payments for completed orders will be processed
  • Cannot accept new orders

18. Associated Accounts

If you have multiple legitimate accounts (e.g., personal and business):

  • Violation on one account may affect others
  • We may suspend all associated accounts
  • Appeals can be filed for each account separately

19. Contact Support

For questions about account status or enforcement actions:

20. Our Commitment

We take enforcement actions seriously and strive to be fair and consistent. Our goal is to maintain a safe, trustworthy marketplace for everyone. Most users never experience account issues—simply follow the rules and treat others with respect.

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