Prograd User Protection Policy

1. About this policy

Prograd operates a rewards platform that connects users with in-app offers and games from third-party publishers. Users earn real cash by completing genuine, verified actions within those games and offers. Publishers pay Prograd based on the quality and authenticity of that activity.

This policy explains how we protect the integrity of that system, what happens when an account or payout request is subject to a security review, and what users can expect throughout that process. It reflects the values that guide our approach: transparency about how we operate, fairness in how we make decisions, and clarity about the boundaries of what we can commit to.

Prograd does not restrict accounts in order to avoid making payouts. Restricting legitimate users is against our interests and against our values. The measures described in this policy exist to protect everyone who uses the platform.

2. Why security reviews happen

Prograd uses automated systems to monitor user activity for patterns associated with fraud and abuse. These systems analyse signals including game completion speed relative to expected benchmarks, device and account usage, location data, purchase validation results, and network behaviour. No single signal results in a restriction. Our systems are designed to be proportionate.

When unusual activity is detected, a payout request may be placed under review or an account may be temporarily restricted while that review takes place. This is a routine security measure that protects the platform and the users on it. We acknowledge that automated systems are not infallible. Where a review concludes that a flag was applied in error, we will take appropriate steps.

Prograd reserves the right to make final determinations regarding account status and payout eligibility in accordance with our Terms and Conditions. We are not obligated to disclose the specific signals or thresholds that triggered a review, as doing so would compromise the integrity of our security systems.

3. The payout review process

When you submit a payout request, it enters a standard processing period. During this time, our security checks are applied. If no concerns are identified, the payout proceeds in the normal way.

If a concern is raised, the following process applies.

First review

You will see a screen on your app explaining that your payout request is being reviewed. The screen will confirm that your balance is secure and that the review is a routine security measure. Depending on the outcome of this first review, you may be given the option to confirm your identity and re-submit your request.

Second review

If a concern persists following re-submission, your request will be escalated to a member of our security team for manual assessment. You will receive an invitation to submit an appeal and, where applicable, an email confirming that your case is under manual review. A case reference number will be provided. The review will be conducted within a reasonable timeframe, which will be communicated to you where possible.

Outcome

Following a manual review, your account restriction will either be lifted or maintained, and you will be notified of the outcome. If your restriction is lifted, your payout will be processed. If your restriction is maintained, this means a breach of our Terms and Conditions has been identified.

Prograd does not guarantee any specific timeframe for the completion of a security review. Estimated processing times may vary.

4. Account restrictions

Prograd reserves the right to restrict, suspend or terminate any account where there are reasonable grounds to believe that a user has breached our Terms and Conditions, engaged in fraudulent activity, or otherwise acted in a way that is detrimental to the platform.

Where an account is restricted, any balance associated with that account is held securely. The treatment of that balance is subject to the outcome of any investigation and the provisions of our Terms and Conditions. A restriction does not automatically result in forfeiture of a balance.

We are committed to reviewing restrictions fairly. Where a legitimate user is affected by a restriction that is later found to have been applied in error, we will work to resolve the situation appropriately. However, the existence of this commitment does not create a right to a specific outcome in any individual case.

5. What you can expect

Throughout any security review, you can generally expect the following:

• An in-app notification at the point your payout or account is placed under review
• Confirmation that your balance is being held securely
• A case reference number if your request is escalated to manual review
• Notification of the outcome once a review is complete

These are general expectations rather than guarantees. We aim to complete manual reviews within 5 business days. Where a restriction is found to have been applied in error, the affected balance will be released in full. The specific experience may vary depending on the nature and complexity of a review. Our security and support processes are subject to change as we continue to improve the platform.

6. Contacting Prograd

If you have received a notification about a payout review or account restriction and believe it has been applied in error, you may contact us at appeals@prograd.uk. Please include your registered email address and any relevant context you wish to share.

Please be aware that contacting our team does not guarantee a change in outcome. All decisions are made based on a review of the available evidence in accordance with our Terms and Conditions. We aim to acknowledge all contacts within 3 business days. Due to the volume of enquiries we receive, this cannot be guaranteed in every case.

7. Fraud prevention

Prograd invests continuously in fraud detection to protect legitimate users and the long-term sustainability of the platform. Our detection systems are updated regularly and we work with third-party tools and publisher partners to identify and respond to emerging patterns of abuse.

Users found to have engaged in fraudulent activity or any other means of artificially inflating rewards, will be subject to account restriction or in termination in accordance with our Terms and Conditions. Where required, Prograd may share relevant data with publishers, payment providers or law enforcement.

8. Updates to this policy

We may update this policy from time to time to reflect changes in our processes, our platform or applicable law. The current version will always be available at prograd.uk/user-protection. Continued use of Prograd following any update constitutes acceptance of the revised policy.