Complaints, Appeals & Enforcement Review Policy
Unified process for complaints, evidence review, temporary restrictions, decisions and appeals across X2 Services.
1. Scope
This Policy applies to complaints and enforcement involving Anti-Fraud, Rights Claims, Distribution, Publishing & Rights, Social and UGC Monetization, AI Verification, Professional Verification, API access, payment restrictions and account-level actions.
2. Contacts
Rights matters: rights@x2records.com. General platform matters: support@x2records.com. Privacy: privacy@x2records.com. Developer matters: developer@x2records.com. Legal matters: legal@x2records.com.
3. Complaint Information
A complaint should identify the affected account, asset, work, transaction or service, explain the alleged issue, provide relevant dates and territories, include supporting evidence and provide reliable contact information.
4. Good Faith
Good-faith complaints are not abusive merely because they are not ultimately confirmed. Knowingly false accusations, forged evidence and deliberately misleading claims may themselves be violations.
5. Initial Review
X2 may close the matter, request additional information, place the matter under review, apply a temporary protective restriction or open a formal investigation.
6. Temporary Protective Action
Where necessary, X2 may temporarily pause a release, claim, monetization, payout, API credential or account function while evidence is reviewed. Temporary restriction is not a final finding of wrongdoing.
7. Evidence Review
X2 may review account records, contracts, licences, rights evidence, provider reports, payment information, platform logs, API logs, professional identifiers, verification results, AI provenance and relevant communications.
8. Notice and Response
Where appropriate and legally permitted, the affected user may receive notice of the issue, affected material, requested evidence and available response or review procedure. Disclosure may be limited to protect privacy, security, confidential evidence or legal obligations.
9. Decision
X2 may close the case, restore functionality, require correction, confirm a violation, remove affected content, restrict services, apply a permitted disclosed enforcement fee, suspend access or permanently terminate access where applicable.
10. Confirmed Violations and Strikes
A strike is recorded only after sufficient confirmation. An automated flag, complaint or temporary hold is not automatically a strike.
11. Graduated Enforcement
A first confirmed violation may result in removal of affected content and a strike. A second confirmed violation may also result in relevant service restrictions, additional verification and a disclosed lawful enforcement fee. A third confirmed violation may result in permanent termination with no reinstatement after final review.
12. Serious Violation Exception
Serious intentional or systemic conduct may justify immediate suspension or permanent termination without waiting for three strikes.
13. Review Request
Where available, a user may request internal review by identifying the challenged decision, basis for disagreement, new or previously unavailable evidence and requested outcome.
14. Appeal Outcome
X2 may uphold, modify or reverse the action, remove a strike, restore functionality or confirm final enforcement.
15. Third-Party Decisions
X2 may assist with available provider review processes but cannot override a lawful final decision made independently by a DSP, financial provider, social platform, rights organization or other third party.