Sometimes we make mistakes on content moderation decisions. To help us get it right, we give users the opportunity to reach out and appeal decisions about their content or account. We welcome additional context and information to help us make informed decisions.
Those who report content for violating EU or UK law can also appeal where they disagree with Pexels’ decision.
Appeal rules
- Time limit: Lodge your appeal within 180 days after the date you were notified of the decision (or otherwise became aware of the decision).
- Information: Please ensure you include: the ID number from the original decision email, a reference to the content or account in question, a detailed explanation as to why you are appealing the decision, and any relevant supporting evidence. If we do not have enough information, we may not be able to process your appeal.
- Abuse: We may take actions to restrict or prevent the processing of appeals from people who abuse our appeals channel.
Appeals must be submitted to: dsa-appeals@pexels.com
What happens next
When you lodge an appeal, our moderation team reviews the content again. We’ll notify you of the outcome of your appeal.
For users, if your appeal is successful:
- your content or account will be restored
- any applicable strike will be removed from your account
For content reporters, if your appeal is successful, we will take action against the reported content or account.
Other redress options
Depending on where you are located, you may have other appeal and redress options. For example, if you disagree with the outcome of an appeal, or believe we have removed or restricted access to your content or account in breach of our Terms of Use, you may be able to seek redress through an out-of-court settlement mechanism (where available in your jurisdiction) or by bringing a claim before a competent court.
For our EU users, we have more information in the ‘Digital Services Act’ section below.
For our UK users, we have more information in the ‘UK Online Safety Act’ section below.