Account Deactivation and Appeals

This process applies when Afto restricts, suspends, or deactivates an account or removes a listing for a policy, safety, eligibility, or fraud reason.

Notice and immediate safety action

We normally send the affected person a written notice that identifies the action, the policy category, the effective date, and whether anything can be corrected without an appeal. We may limit the details when disclosing them would create a safety risk, expose another person’s confidential information, interfere with an investigation, or violate law.

Afto may restrict access or remove a listing before advance notice when reasonably necessary for safety, fraud prevention, legal compliance, or protection of the marketplace. We will send the available reason and next steps as soon as reasonably practical.

Eligible appeals

The written notice tells you whether the action is eligible for appeal and where to submit it. Eligible appeals must be submitted within 10 business days after the notice. The appeal should identify the decision you dispute, explain what you believe was wrong or incomplete, and include relevant records, messages, photos, or other supporting information.

A trust and safety specialist reviews the notice, the original record, and the information submitted with the appeal. The target for a written decision is 5 business days after Afto receives a complete appeal. If more information, a third-party record, or a legal or safety investigation prevents a decision by that target, we will send a status update and a revised target.

The decision will say whether the action is upheld, changed, or reversed. A denial does not prevent rights available under applicable law.

How to appeal

Use the appeal link or instructions in the written notice. If no dedicated appeal control is available, contact support from Ask Afto, choose My account, and include the notice date and supporting information. Submitting a general support question by itself does not extend the appeal deadline.

What happens to booked trips

Account or listing deactivation does not itself cancel an existing trip. Support separately reviews affected bookings and contacts the parties about any cancellation, refund, payout, or rebooking step under the applicable booking and cancellation terms. Do not assume a booking is canceled until its status changes or Afto confirms the change in writing.

What happens while access is restricted

The affected account or listing may stop appearing in search and may be unable to accept new bookings. Access to hosting tools may also be limited. Records tied to existing bookings, payments, safety matters, claims, or appeals remain available to Afto and may remain available to the people involved where needed to complete those matters.