YanMateEvery enforcement action on YanMate explains itself, and all but one of them can be appealed to a person — the exception is named below rather than left for you to run into. 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.
- Running out of turns for the day. A daily message allowance is a number, not a judgement about you. Nothing is recorded and there is nothing to appeal — the allowance comes back tomorrow.
A third, more boring one: if your account can't take turns because a plan has lapsed, that is billing, not moderation. There's nothing to appeal — and nothing has been deleted.
One thing that used to be on this list, and shouldn't have been: an under-age signal during a conversation. It was described here as a re-check you could simply re-take, and it is not one — there is no age check on YanMate to pass. It puts the account on hold. Nothing is deleted, export keeps working, and a person decides it — appeal it from your enforcement history like any other action, or email support@yanmate.com. What it is and how to get out of it is in how old you have to be.
Appealing
You can appeal any enforcement action, from the enforcement history page. That includes the under-age hold above: it is a safety response rather than a decision about something you wrote, but the hold is what takes the account away, so it has an appeal button like everything else and a person settles it.
- 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 to get minor-coded images through, not from a single mistake and not from retrying a character we refused (nothing is saved until it passes). The under-age signal above is the one thing that holds an account on the first occurrence.
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, or, for the under-age hold, also when you email support@yanmate.com. 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.