Every enforcement action on Perenna explains itself, and every one of them can be appealed to a person. This page is how that works, in the order it happens to you.

Every action names the rule

When something is blocked, refused, or held, you get the rule it triggered in plain language, at the moment it happens — in the chat bubble, on the character form, or on your account page. Not "this violates our guidelines". The actual rule, with a link to the section of the content policy it came from.

Every action on your account is also listed in one place, at Account → Enforcement history, so you never have to reconstruct what happened from memory.

What isn't a moderation decision

Two things look like enforcement and aren't:

• The distress protocol. Your companion stepping out of character to offer resources is a safety response, not an action against you. Nothing is blocked and nothing is recorded against your account.
• An age re-check. If a session ends for an under-age signal, that is a verification step. Verify again and it's over.

A third, more boring one: if your account can't take turns because verification is pending or a plan has lapsed, that is billing, not moderation. There's nothing to appeal — and nothing has been deleted.

Appealing

You can appeal any enforcement action, from the enforcement history page.

• One open appeal per action. You can appeal a second action at the same time.
• Up to 2,000 characters. Tell us what you were actually doing.
• A human reads it. Not the classifier that made the call, and not the same classifier run again.
• You get a decision within 72 hours, and the clock is visible to us as a deadline, not a target.

Because we store a hash of what was checked rather than the content, we cannot re-read your message or your character definition. Your account of it is the evidence. Be specific.

Decisions

Every decision comes with a written note from the person who made it, and you see that note word for word — the same text they wrote, not a template.

If we uphold your appeal, we reverse what we can:

• A rejected character goes back to active.
• An account hold is lifted.
• The strike stops counting toward any future hold.

If we deny it, the note explains why. You keep everything you had; a denied appeal doesn't add a penalty.

Refunds on upheld appeals

If you were paying, and a block we got wrong cost you access, we refund the time you lost — pro rata, without you having to ask.

The formula is:

refund = plan price for the period × (days you were blocked ÷ days in the period)

rounded to the nearest cent. On an annual plan the period is the year you paid for, so a 10-day wrongful block on a $120 annual plan refunds $120 × (10 ÷ 365) = $3.29. The refund goes back to the card you paid with, and the amount is shown on the appeal.

Account holds

A hold is our most serious action, and it comes from repeated attempts in the zero-tolerance category, not from a single mistake.

While an account is on hold you can still:

• read your enforcement history,
• file and follow an appeal,
• export everything — characters, transcripts, the whole Memory Ledger.

You cannot chat, create, or edit. A hold is only lifted by a person, on an appeal. It never expires on its own, and it is never lifted automatically.

Deleting your account also stays available while on hold. We are not going to tell you to wait 72 hours in an account you want to leave.

Reporting

Where the law requires us to report content to authorities — the zero-tolerance category, essentially — we do, and appealing does not stop it. We publish aggregate counts of safety-protocol activations as required, with no message content and nothing identifying anyone.

Changelog