Account Suspension Policy
When Roov suspends or terminates an account — and how to appeal.
This page is a working draft — the substance is what the product does today, but the final wording is pending review. Contact support@roov.africa if anything here contradicts what you were told in-app.
When Roov suspends an account
Confirmed violation of the Acceptable Use Policy, Listing Policy, Content & Media Policy, or Fraud & Scam Policy.
Failure to complete required verification (KYC for tenants, phone/email/bank verification for property managers) within a reasonable window after signup.
Court order or law-enforcement request compelling Roov to restrict the account.
Repeated user reports of abusive behaviour, fraud, or scam attempts, upheld by the trust team's review.
Types of restriction
Warning: no account change, but a formal record is created. Another violation of the same type escalates.
Temporary suspension: account is blocked from signing in for a defined period (typically 7-30 days). Listings are hidden; active leases and payment history are unaffected.
Permanent termination: the account is disabled and cannot be reactivated. Data is retained per the Account Deletion Policy retention schedule.
Feature restriction: for less-serious cases the trust team may restrict specific features (e.g. can't create new listings for 30 days) while leaving other access intact.
What happens to active work
Active leases: continue. The suspension does not automatically end a lease. Tenants remain in possession; managers still receive rent through Paystack. Contact trust@roov.africa if you believe the suspension should also affect your lease.
Pending payouts: held pending investigation for suspensions related to fraud or payment disputes.
Chat: existing threads become read-only for the suspended user.
Notification
Roov notifies the affected account by email with the reason for the suspension, the duration (if temporary), and the appeal process.
Appeal
Reply to the suspension email or write to trust@roov.africa within 30 days. Include any evidence that contradicts the reason given. The trust team reviews appeals within 5 business days.
Appeals of permanent termination are only granted where there is clear evidence the original decision was mistaken.
Multiple accounts
Creating a new account to evade a suspension is itself a violation of the Acceptable Use Policy and will result in the new account being terminated on discovery.
Contact
trust@roov.africa. Escalation: complaints@roov.africa.
Last reviewed: 2026-09-03
Questions or something unclear? Email support@roov.africa and we'll help.