Legal Center
Account Suspension and Withdrawal Policy
Last revised: November 1, 2026
1. Account suspension (sanctions)
Types of sanctions
| Type | Details |
|---|---|
| Warning (WARNING) | The account status is kept, and only the fact of the violation is recorded in the history |
| Temporary suspension (SUSPEND) | Login and use of the Service are restricted for a set period. It is released automatically when the period ends |
| Permanent suspension (BAN) | Use of the Service is restricted permanently |
| Release (RELEASE) | A suspension may be lifted at the operator's discretion or as a result of an appeal |
Grounds for sanctions
Sanctions are imposed for prohibited conduct under the Community Guidelines, the result of an investigation after a report is received, and detection of abuse (duplicate sign-up, exploiting the system, etc.).
Measures when sanctioned
When a temporary or permanent suspension is applied, the following measures follow immediately.
- All login sessions (refresh tokens) of the account are revoked, so use of the Service is blocked from the time of re-authentication even on devices that are already logged in.
- In matching and consultation chats that the app writes directly to the chat server (Firebase), writing new messages from that account is also blocked (the other party can continue using it as is). The login session for the chat server is revoked as well.
- Video calls in progress or waiting are ended.
- When a temporary suspension is lifted or ends and is released automatically, the restriction on writing chat messages is also lifted (calls that were cut off are not revived).
Remaining Jelly, Gold and subscription upon sanction
A sanction is not an act whose timing the member chooses, so unused items for which payment has already been made are not extinguished.
| Type of sanction | Remaining Jelly and purchased Gold | Remaining subscription period |
|---|---|---|
| Warning | No effect | No effect |
| Temporary suspension | Preserved (usable after release) | Preserved. The period of use is not extended by the length of the suspension |
| Permanent suspension | Refunded (actual costs may be deducted) | Refund prorated daily for the remaining period |
Detailed criteria and legal grounds follow the Payment and Refund Policy. Refunds are a manual decision by an administrator (an automatic refund would create a route to cash out by deliberately triggering a sanction), and the reason for handling is recorded in the audit log. Gifts already sent are not reversed, and for Gold received as gifts (overseas users), if it is found to have been accumulated by improper means, payment may be withheld or the accumulation cancelled.
Information on unused Jelly, Gold and subscription at the time of the sanction is kept in the operations audit record, and refunds are carried out manually by an administrator.
Appeals
If you object to a sanction, you can appeal through the channels of Customer Support, and an operator will review it and lift the sanction if necessary.
2. Membership withdrawal
Withdrawal procedure
It is processed immediately after you confirm your identity with your password under Settings > App settings > Delete account in the app. Making the request again for an account whose withdrawal request has already been received is not processed twice (idempotent).
Measures applied immediately on withdrawal
- The account status is deactivated immediately, and login and token reissuance are blocked.
- Login sessions already issued are also blocked in real time (withdrawal status is checked on every request).
- Device push notifications are deactivated.
- Chat rooms you took part in are locked (no new messages can be written), and video calls in progress are forcibly ended.
- Personal information that could re-identify you, such as nickname, profile photo, self-introduction, gender, age range and spoken languages, is anonymized (for the detailed items, see the Personal Information Retention and Deletion Schedule).
- Remaining Jelly and purchased Gold are not refunded and expire (gifts already sent cannot be reversed). An overseas user whose Gold received as gifts has not been paid out must request payment through the app's inquiry/suggestion feature before withdrawing (Article 2-1 of the Payment and Refund Policy).
When withdrawal is restricted
A member who holds operator privileges (country/region administrator) must first go through the procedure to return privileges or reassign users before withdrawing, if assigned members remain or the privileges have not yet been returned. This restriction does not apply to general members (Korean users/overseas users).
Information kept after withdrawal
Payment and refund records, report and sanction history, and chat messages with the other party (to protect the other party's right to view) may be kept for a certain period even after withdrawal for legal or safe-operation purposes. For details, see the Personal Information Retention and Deletion Schedule.
Signing up again
Because the hash of the identity verification linking information (CI) remains even after withdrawal, the same person re-registering in order to evade a sanction may be restricted by the system.