Platform Access & Suspension Policy

1. About This Policy

This Policy explains when and how Candyll may limit, suspend, or end access to the Platform, what process you can expect, how decisions are made, and what happens to your Pledges, Deal Passes, and any in-store purchases if enforcement action is taken. It applies to Customers, Merchants, and Merchant Staff.

This Policy is one of the Policies incorporated into the Candyll Terms of Service. The Terms of Service set out the conduct rules themselves; this Policy governs the enforcement process. For Merchants, additional rules are in the Merchant Terms.

Candyll operates a pay-at-store model: Candyll processes no customer payments, holds no customer funds, and is not the seller. Enforcement under this Policy is about access to the Platform — never about money Candyll holds, because Candyll holds none.

2. Definitions

• Candyll, we, us — Candyll, operator of the candyll.com website and the Candyll mobile app (together, the "Platform").
• Customer — an individual with a Candyll account who browses Deals, Pledges, or redeems a Deal Pass.
• Merchant — a business listed on the Platform that offers Deals and is the seller in every underlying purchase; the Merchant takes the customer's payment directly and issues the receipt.
• Merchant Staff — an individual granted manager or staff access to a Merchant's account under the Merchant's authority.
• Deal — an offer by a Merchant listed on the Platform whose price may improve as more people join.
• Pledge — a Customer's free, non-binding expression of interest in a Deal; no payment is made and no card is saved.
• Final Confirmation — the step by which a Customer becomes a Final Confirmed Participant who counts toward the Final Locked Price.
• Deal Pass — the proof of eligibility Candyll issues after the Final Locked Price locks; it carries no money and stores no value.
• Redemption — buying directly from the Merchant and paying the Merchant at the store after the Platform verifies Deal Pass eligibility.

Other capitalized terms have the meanings given in the Terms of Service.

3. How Decisions Are Made: Automated Limits, but People Decide Suspensions

Suspending, restricting, or terminating an account is always decided by a person at Candyll who reviews the situation. No automated score suspends an account by itself. At the same time, we are honest that the Platform runs a small number of automated, lightweight reliability limits to protect Merchants from abuse. We disclose both:

• Automated limits that may apply without human review. To keep group Deals fair and protect Merchants, the Platform automatically enforces:
  • a cap on how many active Pledges you can hold at one time; and
  • short cooldown periods after a pattern of repeatedly reserving Deal Passes and not redeeming them (repeated missed Deal Passes).

These are simple counters and time-outs. They may temporarily limit how many new Deals you can join, and they lift automatically. They are not a hidden behaviour score, are not a penalty or charge, and never by themselves suspend or terminate your account.

• Suspension and termination require a person. No system suspends, terminates, or permanently restricts an account on its own. Before we suspend or terminate, a person at Candyll reviews what happened, your account history, and any explanation you have given or can give.
• No hidden ratings that drive enforcement. We do not maintain a secret behaviour score that triggers suspension. The automated limits above are the full extent of automated action, and they are disclosed here and in the Privacy Policy's automated-processing notice.

Fraud- and security-monitoring systems may flag activity for a person to review, but a person decides any suspension.

4. Grounds for Enforcement Action

We may take action under this Policy where we have a good-faith, reasonable basis to believe one of the following applies:

1. Fraud or deception — for example, creating fake accounts, impersonating another person or business, or submitting false information or documents.
2. Manipulating Group Deals — for example, using multiple or coordinated accounts to inflate Pledge or Final Confirmation counts so a Deal locks, or to block a Deal from locking, or systematically obtaining Deal Passes with no intention of redeeming them in order to distort a Deal.
3. Deal Pass or Redemption abuse — for example, tampering with, duplicating, sharing, selling, or transferring a Deal Pass, or attempting to redeem an ineligible, expired, or already-redeemed Deal Pass.
4. Review manipulation — for example, submitting fake or paid-for reviews, rating your own or a competitor's business, or (for Merchants) offering customers anything of value in exchange for ratings. The full rules are in the Review & User Content Policy.
5. Abusive conduct — harassment, threats, hate, or other seriously inappropriate behaviour toward Merchants, Customers, Merchant Staff, or Candyll personnel.
6. Safety risk — conduct that creates a genuine risk to the health, safety, or property of others.
7. Unlawful use — using the Platform for any illegal purpose, or listing prohibited items or services.
8. Security interference — attempting to bypass access controls or reliability limits, scrape the Platform, or interfere with its operation.
9. Legal or regulatory requirement — where a law, court order, or regulator requires us to act.
10. Repeated or material breach — repeated or serious breaches of the Terms of Service, the Merchant Terms, or a Policy.

Missing a single Deal Pass redemption or a pickup is not, by itself, a ground for suspension. A pattern of missed Deal Passes may trigger the automated cooldown described in Section 3, and a pattern of conduct that shows deliberate abuse of the Platform may fall under the grounds above — but the routine consequence of not redeeming a Deal Pass is only the reliability limit, and there is no charge or forfeiture, because you never paid Candyll for anything (see the Cancellation, Redemption & Refund Policy).

5. Graduated Enforcement

Where action is warranted, we use the least severe measure that reasonably addresses the problem:

1. Warning — a written notice describing the issue and what needs to change.
2. Feature restriction — limiting specific features (for example, joining new Deals, holding Deal Passes, posting reviews, or, for Merchants, publishing new Deals) while the underlying issue is addressed. The automated reliability limits in Section 3 are a mild, self-lifting form of feature restriction.
3. Temporary suspension — pausing access to your account for a stated period or pending the outcome of a review.
4. Termination — permanently closing your account's access to the Platform.

We may begin at any step — including immediate suspension or termination — where the conduct is severe, ongoing, or of a kind described in Section 7.

6. Notice, Your Response, and Appeals

Except in the situations described in Section 7, before or promptly upon taking a suspension or termination action we will send a written notice to the email address on your account that includes:

1. what action we are taking (or considering) and when it takes effect;
2. the ground(s) under Section 4 and a plain-language description of the conduct in question, to the extent we can share it without compromising an investigation, another person's privacy, or a legal obligation; and
3. how to respond.

Responding and appealing. You may respond with your explanation, corrections, or evidence within 14 days of the notice by writing to customersupport@candyll.com. A person at Candyll — where practicable, someone who was not the original decision-maker — will review your response and reply with an outcome and brief reasons. If new information comes to light afterward, you can ask us to look again.

The automated reliability limits in Section 3 lift on their own; you do not need to appeal them, but if you believe a limit was applied in error, contact us at customersupport@candyll.com and a person will look into it.

While a review is in progress, interim measures may remain in place if reasonably needed to protect other users, Merchants, or the Platform.

7. Immediate Action

We may restrict or suspend an account immediately, with notice to follow as soon as reasonably possible, where:

• we reasonably suspect fraud or serious manipulation of Deals in progress;
• there is a genuine risk to anyone's safety;
• a law, court order, or regulator requires it; or
• immediate action is needed to protect the security or integrity of the Platform.

The response and appeal rights in Section 6 still apply after immediate action is taken.

8. Candyll Holds No Money of Yours

Enforcement action is about access to the Platform — and because Candyll operates a pay-at-store model, there is no customer money for Candyll to keep:

• Customers. Candyll never charges you and holds no customer funds, balance, deposit, or stored value. If your account is restricted, suspended, or terminated, any purchase you already made and paid to a Merchant at the store stands on its own between you and the Merchant, and any refund or exchange for it is handled by the Merchant under the Cancellation, Redemption & Refund Policy. A Deal Pass you already redeemed does not "unwind"; a Deal Pass you have not redeemed simply becomes unusable, and since it never held value, there is nothing to lose.
• Merchants. Merchant obligations, wind-down, and any Candyll fees (currently none at launch) are governed by the Merchant Terms. Candyll does not hold or settle a Merchant's customer sales proceeds.

Nothing in this Policy limits any right you have under applicable law that cannot be waived.

9. Effect on Pending Activity

If enforcement action is taken while you have activity in progress:

10. Merchants and Merchant Staff

For Merchants, this Policy applies alongside the Merchant Terms, which contain the detailed rules on listing removal, honouring outstanding Deal Passes during a wind-down, and merchant-side obligations. Where they overlap for merchant-specific matters, the Merchant Terms prevail. Access held by Merchant Staff depends on the Merchant's account: if a Merchant's access ends, its staff access ends with it. A Merchant Staff member's own misconduct can also be addressed individually under this Policy.

11. Reinstatement

Unless your notice says the decision is final, you may ask us to reinstate a suspended or terminated account by writing to customersupport@candyll.com, explaining what has changed. Reinstatement is at our reasonable discretion and may come with conditions (for example, a feature restriction for an initial period). We will respond within a reasonable time.

12. How This Policy Fits With Other Documents

These documents form one agreement. This Policy governs the enforcement process — grounds, procedure, appeals, and the effect of enforcement on Pledges, Deal Passes, and in-store purchases — and on that topic it prevails over the Terms of Service. For Merchants, the Merchant Terms prevail on merchant-specific matters. The Terms of Service govern everything else. Nothing in any document limits rights you have under applicable law that cannot be waived — if any provision conflicts with such a right, the right prevails.

13. Changes to This Policy

We may update this Policy from time to time. Material changes will be announced with reasonable advance notice as described in the Terms of Service. Enforcement decisions are made under the version in effect at the time of the decision.

14. Contact

Enforcement notices, responses, and appeals: customersupport@candyll.com Legal notices: admin@candyll.com