Suspension, Takedown & Data-Handling Policy

This policy explains how and when Builder.io, Inc. ("Builder") suspends accounts, takes down Customer Applications, or otherwise restricts access to the Services, how customers can appeal, and what happens to data when a suspension or takedown occurs. It supplements the SaaS Services Agreement, the Acceptable Use Policy, and the Platform Rules.

1. Grounds for Action

Builder may suspend an account, restrict access to the Services, or disable a Customer Application where it reasonably believes there is:

• a violation of the Acceptable Use Policy or Platform Rules;
• a valid DMCA takedown notice or other copyright infringement claim under the DMCA Policy at builder.io/legal/dmca, including repeat infringement;
• a security threat, such as malware, phishing, or compromised infrastructure;
• unlawful content or activity, or a valid legal order requiring removal;
• unlicensed operation of a regulated or age-restricted offering; or
• non-payment or material breach of the SaaS Services Agreement, including all the terms incorporated therein.

2. Notice

2.1 Standard Notice. Where practical and not prohibited by law or an urgent need to protect the Services or others, Builder will notify the affected customer of a suspension or takedown, including the reason and steps required to restore service.

2.2 Immediate Action. For urgent threats — including active malware, phishing, CSAM, or a credible security or legal emergency — Builder may act immediately and provide notice afterward.

3. Tiered Response

Builder aims to use the least disruptive effective measure:

• content-level removal or disabling of the specific offending material;
• application-level suspension of an individual Customer Application;
• account-level suspension where violations are severe, repeated, or account-wide.

4. Appeals

4.1. Appeals should be submitted by emailing abuse@builder.io with the subject "Appeal," including the affected URL or project identifier and relevant context. Appeals will be acknowledged by Builder's support team and escalated to the appropriate team for resolution.

5. Data Handling During Suspension and After Takedown

5.1 During Suspension. While a Customer Application is suspended, Customer Data is generally retained and preserved, but access to it and to the application may be restricted.

5.2 Customer Data Retrieval. Except where prohibited by law, where preservation is required for a legal hold, or where the grounds for action involve CSAM, active malware, fraud, or other serious violations where data preservation would itself be harmful or unlawful, Builder will provide the customer at least 30 days from notice to export or retrieve Customer Data before deletion.

5.3 End-User Data. End-user data collected through a suspended or removed Customer Application remains the customer's responsibility as controller. The customer is responsible for any notices to, or requests from, its end users arising from the suspension or takedown.

5.4 Deletion. Following termination resulting from a takedown, Customer Data is deleted in accordance with the SaaS Services Agreement and DPA, except where retention is legally required.