What is an appeal?
An appeal is a request for Cambly to review a deactivation decision. It gives you the opportunity to share context or evidence that wasn’t available or you feel wasn’t taken into account when the original decision was made.
All appeals are reviewed by the Cambly Tutor Quality & Guidance Team - not an automated system - and you'll receive a written response in every case.
Who can appeal?
Any tutor whose account has been deactivated due to a conduct or policy violation can request a review. Your deactivation notice will include the reason for your deactivation and instructions on how to submit an appeal.
How do I appeal?
Reply directly to your deactivation notice. You don't need to use a specific form or follow a set format. Any reply indicating you'd like to contest the decision will be treated as a valid appeal request.
To help us review your case thoroughly, you can include:
- A clear explanation of why you believe the decision was incorrect
- Any relevant context about the incident or session in question
- Any supporting evidence you'd like us to consider, such as screenshots or connection logs
You're not required to include any of the above for your appeal to be accepted and reviewed. If you don't include additional information, your appeal will still be reviewed against the available records.
What happens after I appeal?
Once your appeal is received, you'll get a written acknowledgement confirming that your review is underway. A member of the Cambly Quality & Guidance Team will assess the original deactivation decision alongside any information you've provided.
You'll receive a written response within 14 calendar days of submitting your appeal. That response will explain the outcome and the reasoning behind it, regardless of the result.
What are the possible outcomes?
There are two possible outcomes following an appeal:
- Appeal Denied (Deactivation upheld): The original decision stands. You’ll receive a written explanation of why the decision wasn’t changed.
- Appeal Approved (Deactivation overturned): Your account is reinstated. You’ll receive written confirmation of the decision and the reasoning behind it.*
*Note: If your deactivation is overturned, your account will be reinstated on Probation. This means any further violations may result in deactivation. While your account is still on Probation, you won’t be eligible for Cambly Kids, Cambly Groups, or Cambly Pro.
A note on how deactivation decisions are made
Cambly uses a combination of data and automated systems, along with student complaints or signals, to identify potential violations, which are then reviewed and fully investigated by a member of the Cambly Tutor Quality & Guidance Team. While automated systems may flag sessions or patterns for review, all account warning, probation, restriction and deactivation decisions are always made by a member of the Cambly team.
Deactivation decisions may be made on the following grounds:
- Conduct or safety violations identified during session review
- Accumulated violations reaching the deactivation threshold
- A Critical Tier 1 Violation
- A breach of conduct during a probationary period