Appeal process for users

If you believe that we have taken an unjustified decision concerning you or your complaint (e.g., your app review has been removed, your Setapp account was suspended, restricted, or terminated on Setapp by mistake, you believe our decision on your complaint on developer App/other content was poorly reasoned or unjustified, etc.) you have the right to appeal our decision within 6 months from the moment you were notified of the action you disagree with.
If you’ve reviewed our Terms of Use carefully and feel that our decision may have been in error, please follow the instructions below.

How to submit an appeal?

1. You have two ways of doing that:

• The first way is to submit an appeal via Submit a request > Report Application or Other Content form, where you need to choose the "Appeal a decision made regarding you as a user" in the field asking you to select the reason for your request.
• The second way is to simply email us at support@setapp.com with the subject line:

Subject: User Appeal – [Your User Name in Account] – [Decision Type]

⚠️You need to send the email using the email address on which your Setapp account is registered. To view your email address, click the user icon in the top-right corner of Setapp.

2. Include the following details in your email:

• Your User Name & email on which your Setapp account is registered.
• Indicate the date when we notified you of the action you disagree with.
• Reason for appeal – explain why you believe the action was incorrect. If applicable, provide supporting documents/screenshots.
• Requested outcome – specify what resolution you are seeking (e.g., restoration of Setapp account, clarification, etc.).
• Notice that the information and allegations contained therein are accurate and complete.

⚠️ We encourage you to use the complaint and appeal process responsibly. Excessive use may lead to a warning and, in very rare and exceptional cases, a suspension of access to Setapp. Before submitting, please make sure your request is fair and reasonable.

What happens after you submit an appeal?

1. We'll send you an email to confirm we've received your appeal.
2. Our team will assess your case, which may include:
   • Reevaluating the reasons for our decision.
   • Considering the additional evidence you provide.
   • Consulting relevant policies and compliance guidelines.
3. We try our best to send you our final decision on your appeal within 14 calendar days after you receive our confirmation letter. In case we need more time to consider your appeal due to the complexity of the issue, we will inform you during this term.

Possible appeal outcomes

After reviewing your appeal, we will respond with one of the following decisions:

✅ Appeal Upheld. If we determine your appeal has merit, we may:

• Fully satisfy your requests as outlined in your appeal.
• Partially satisfy your requests, explaining which aspects were approved and why, and sometimes what steps you need to take to be in compliance.

We will clearly explain the reasons for our decision, including any relevant policies or circumstances that led to upholding your appeal.

❌ Appeal Rejected. If we cannot approve your appeal, we will:

• Provide a clear explanation for the rejection.
• Reference specific policies, terms, or regulations that apply to your case.
• Explain how these factors influenced our decision.

With either outcome, we will inform you of any additional actions you may take, including options for further review if available.

Alternative dispute settlement mechanism

In addition to our internal complaint process, you have the right to seek alternative dispute resolution through an out-of-court dispute settlement mechanism certified by the Digital Services Coordinator in your country of residence. For example, in the Republic of Cyprus, this role is fulfilled by the Cyprus Radiotelevision Authority (ΑΡΧΗ ΡΑΔΙΟΤΗΛΕΟΡΑΣΗΣ ΚΥΠΡΟΥ).

For more information about available dispute resolution mechanisms in your country, please refer to the website of your national Digital Services Coordinator.

Further actions

If you are unsatisfied with our final decision on appeal, you may (in sequential order):

1. Request a secondary review if new evidence is available.
2. Seek an out-of-court dispute settlement (for example, a certified out-of-court dispute settlement body or arbitration).
3. Revert to court dispute resolution.

Please note that all appeals are reviewed by our moderation team; no automated decision-making systems are used. Final decisions are also made by human reviewers.