Our Appeals Process
Our team has made clear from Day 1 that safety is a top priority for us at Patio. That’s why we have Community Guidelines accessible on our site and in the app that guide what type of behavior is allowed on our platform. In addition to our Community Guidelines, we also have a Trust and Safety team that’s in charge of reviewing all reports of bad behavior that are seen on Patio. Our Safety team reviews every report that comes in and takes action. You can always expect clear, research-based decisions from us.
That being said, we know that sometimes decisions made by Safety teams can feel one-sided. We’ll always do our best to explain when and why we’ve taken action on a Safety incident, but we realize there might be situations where as a user you feel like a policy was misapplied to you or that there was a misunderstanding. In these situations, we want to hear from you.
To ensure this, our team has launched a formal policy appeals process. By launching this appeals process, we hope to hear from users when they are confused about a Trust and Safety decision we’ve made. We will review every policy appeal and re-assess the incident in question and the policy our team implemented. After receiving the appeal we’ll write back to you, the user, with our assessment of whether we believe the policy was correctly implemented or whether we will revise the decision. To submit an appeal to our team, simply use this form.
We know that in order to create a healthy and safe community all of us need to be on the same page, and that communication around safety is paramount to that. Our promise throughout this process is to be as clear and transparent as possible. We hope you’ll partner with us in this commitment!