Complaints & Appeals — Hatch Social

Hatch Social ("Hatch", "we", "our", or "us") is committed to fair treatment and due process for all users — including creators, brands, and explorers. This Complaints and Appeals Policy describes how to raise concerns, resolve disputes, and appeal enforcement actions taken by Hatch or Nest owners.

This policy supplements our Terms of Service and applies globally, with enhanced rights for business users in the EU and UK under Platform-to-Business (P2B) regulation and the Digital Services Act (DSA).

Section 01

What Can Be Appealed or Disputed?

You may file a complaint or appeal if you believe:

Issue Type	Examples
Moderation or Content Removal	Your post, product, or livestream was removed
Account Enforcement	Your account was suspended or terminated
Monetization Restrictions	You lost creator status or payouts were frozen
Ranking or Visibility	You feel your Nest or post is unfairly suppressed
Platform Bug or Policy Conflict	A technical issue or policy inconsistency affected your use

Complaints must be filed within 30 days of the triggering event unless otherwise stated.

Section 02

How to File a Complaint or Appeal

Email: [email protected]

Subject line: [Your Account Name] – Complaint or Appeal

Please include:

Your full name and email used on Hatch
A detailed description of the issue
Screenshots or URLs if applicable
The date the issue occurred
What resolution you are seeking

Section 03

What Happens After You Submit?

Stage	Timeline	Action
Acknowledgement	Within 5 business days	You receive confirmation of receipt
Review	Within 14 business days	A policy lead or moderator investigates
Resolution	Within 30 days total	You receive a written outcome and rationale
Escalation	Optional	EU/UK users may request mediation if unsatisfied

In some cases, reviews may take longer due to complexity or legal considerations. You will be notified of any delays in writing.

Section 04

Internal Review Standards

All complaints are reviewed by a qualified staff member or manager not directly involved in the original decision. Reviews may include:

Log reviews and moderation notes
Payment system logs
Review of policy enforcement history
Interviews with Nest moderators (if applicable)

Appeals may be rejected if they are incomplete, abusive, or clearly in bad faith. We do not guarantee reinstatement but will conduct a fair and timely review in all cases.

Section 05

External Mediation (EU/UK Business Users Only)

If you are a business user in the EU or UK and are not satisfied with our internal resolution, you may request independent mediation in accordance with P2B Regulation.

Hatch will work with an agreed third-party body
Both parties share the cost unless otherwise mandated
The mediator will issue a non-binding resolution
You may still pursue legal remedies independently

To initiate mediation, reply to your appeal outcome email and request escalation under P2B. Regulatory liaison: [email protected]

Section 06

Abuse of the Appeals Process

You may not:

File false or misleading complaints
Attempt to overload or spam the process
Use legal threats or harassment in communications

Abuse may result in:

Appeal restriction
Monetization hold
Account suspension

Section 07

Emergency Contact

In cases of account hijacking, impersonation, or imminent legal threat, flag your appeal as URGENT in the subject line. These are fast-tracked for triage within 48 hours.

Section 08

Policy Updates

This policy may be updated to reflect changes in law or platform structure. The latest version is always available at hatch.social/legal/complaints.

Section 09

Contact

Complaints & Appeals: [email protected]

Regulatory Liaison (EU/UK): [email protected]