Account suspension and complaints

At a glance

• What can happen: Sunworker can restrict an account in whole or in part, suspend it temporarily or terminate the User Agreement – but only for reasons set out in the terms.
• Who decides: always a person. Nobody is suspended automatically just because a report comes in.
• What you can do: You receive a statement of reasons and can lodge a complaint free of charge within 6 months.

For which reasons

A restriction, a temporary suspension or a termination is possible if someone:

• provides false information or acts under another person's identity,
• forges a credential, or a required credential is no longer valid (Credentials and expiry dates),
• repeatedly cancels at short notice or does not turn up (Cancellations and no-shows),
• sets up a shift like disguised temporary agency work (Self-employed, not agency work),
• arranges shifts outside the platform (Contact and payment outside the platform),
• posts impermissible content or harasses others,
• does not settle an additional charge for more than 7 days (Escrow and secure payment),
• misuses the platform or endangers its security,
• or if a legal or official obligation requires it.

Which measures exist

Sunworker chooses the mildest measure that is sufficient and takes into account the severity, frequency and culpability of the violation as well as your interests. Venues and professionals are told about a complete termination at least 30 days in advance – unless there is a legal obligation, a compelling reason or repeated violations.

Who decides – and what you are told

A person always decides whether an account is restricted or suspended. A report does not trigger an automatic suspension; it is reviewed, and if in doubt, content is only flagged. How reports are handled is explained in Reporting violations – and what happens next.

The statement of reasons

At the latest when a measure takes effect, you receive a statement of reasons. It states:

• the measure itself,
• the facts and circumstances on which it is based,
• whether automated means were involved,
• the provision of the terms or the legal provision it relies on,
• and which options you have to challenge it.

Complaints: the steps

1. 1Read the statement of reasons. It tells you which measure was taken and why.
2. 2Send your complaint by email to kontakt@sunworker.eu – free of charge and within 6 months of being notified of the decision.
3. 3A person reviews your complaint carefully and according to the same standards, and tells you the outcome individually and in clear terms.

What happens next?

If the decision proves to be unfounded

Sunworker reverses it without delay and restores your account – including access to the data generated up to that point.

If the decision stands

You can still go to court. With venues and professionals, Sunworker is also willing to use mediation before an independent mediator agreed upon by both parties.

Frequently asked questions