Account Suspension & Termination Policy

1. Scope; Incorporation; Policy Hierarchy

1.1 Scope. This Policy applies to all users of the Village Haven marketplace, including Households and Providers, and covers any access to or use of the Village Haven website(s), app(s), tools, and services (the "Platform").

1.2 Incorporation. This Policy is incorporated into and forms part of the following, as updated from time to time:

• A. Terms of Use: Terms of Use
• B. Community Standards & Safety Policy: Community Standards & Safety Policy
• C. Payment Policy: Payment and Chargeback Policy
• D. Privacy Notice: Privacy Notice
• E. Any product-specific policies, disclosures, and in-product notices presented at the time of use.

1.3 Order of precedence. If there is a conflict:

• A. The Payment Terms & Refund Policy controls for refunds, reversals, credits, chargebacks, payout schedules, and holds.
• B. The Community Standards & Safety Policy controls for safety rules and prohibited conduct.
• C. This Policy controls for enforcement process, investigation, appeals, and account status outcomes.
• D. The Terms of Use control for general legal terms (including arbitration, limitations of liability, and disclaimers).

1.4 Marketplace posture. Village Haven is a neutral marketplace technology provider. We do not provide caregiver services, do not employ Providers, and do not control how Providers perform services. Providers set their own pricing (Provider Fee). Households pay the Provider Fee plus a separate Platform Fee (currently 15% of the Provider Fee, or as disclosed at checkout).

1.5 No waiver of non-waivable rights. Nothing in this Policy limits rights that cannot be waived under applicable law, including non-waivable California consumer rights and remedies.

2. Definitions

2.1 "Account Action" means any restriction, limitation, suspension, termination, listing removal, booking hold, messaging limitation, identity re-verification requirement, payout hold, or other enforcement action described in this Policy.

2.2 "Household" means a user (typically a household/family) seeking to book services from a Provider through the Platform.

2.3 "Provider" means a user (typically a caregiver/service provider) offering services through the Platform.

2.4 "Provider Fee" means the price for a gig set by the Provider and displayed in the Platform, excluding the Platform Fee and applicable taxes unless stated otherwise at checkout.

2.5 "Platform Fee" means the fee charged by Village Haven to Households in addition to the Provider Fee, currently 15% of the Provider Fee (or as disclosed at checkout).

2.6 "Payment Processor" means our third-party payment processor(s) and payment rails used to process payments, refunds, holds, reversals, chargebacks, and payouts: Stripe, Inc. ("Stripe"), through its Stripe Connect platform. We may use additional or successor payment processors from time to time, and references to "Payment Processor" in this Policy include any such processors.

2.7 "Suspension" means temporary restriction of access to all or part of the Platform, including temporary inability to book, list, message, receive payouts, or access certain features.

2.8 "Termination" means closure of an account and removal of access to the Platform (subject to limited access for legal, tax, or dispute purposes where required or appropriate).

2.9 "Off-Platform Circumvention" means attempting to avoid Platform rules or fees by moving communications, payments, or bookings outside the Platform in a manner that violates the Terms or policies.

3. Core Principles

3.1 Safety-first. We prioritize user safety, child safety, and prevention of harm. We may take immediate action where credible risk exists.

3.2 Fairness and consistency. We aim for consistent outcomes, proportional enforcement, and clear reasoning, while recognizing decisions are fact-specific and do not set precedent.

3.3 Least intrusive effective action. When appropriate, we prefer warnings, education, and targeted restrictions before account termination.

3.4 Evidence-based decisions. We may rely on Platform records, user reports, message logs, booking history, payment events, device signals, and third-party information where permitted by law and consistent with our Privacy Notice.

3.5 No retaliation. Retaliation against any user for reporting safety issues, discrimination, harassment, fraud, or for exercising legal rights is prohibited and may itself trigger Account Action.

3.6 California-focused compliance posture. We administer this Policy in a manner intended to comply with California's consumer protection and civil rights framework, including:

• A. decisions are not based on protected characteristics (Section 6.4);
• B. we do not condition access on unlawful waivers of rights;
• C. we provide notice and appeal where appropriate (Section 9).

4. What We May Do

Depending on the situation, we may take one or more of the following actions:

4.1 Content and listing actions.

• A. Remove, reject, or edit (where permitted) listings, profile content, photos, or messages that violate our policies.
• B. Hide a listing from search or limit its distribution.

4.2 Feature restrictions.

• A. Disable booking, listing, or messaging features.
• B. Require communications to remain in-app.
• C. Limit visibility, promotions, referrals, or invitations.

4.3 Identity, eligibility, and re-verification steps.

• A. Require identity re-verification or additional documentation.
• B. Require updated certifications/attestations relevant to claims made on the Platform (e.g., "licensed" claims).
• C. Require completion of safety education prompts.

4.4 Financial protections.

• A.Place temporary holds on payouts.
• B.Delay payouts pending investigation outcomes.
• C.Offset amounts owed against future payouts only where permitted by law, disclosed in the Payment Terms, and supported by processor capabilities.

4.5 Suspension. Temporarily suspend an account (partial or full) for investigation, risk mitigation, or policy enforcement.

4.6 Termination. Permanently terminate an account for severe or repeated violations, or where continued access poses unacceptable risk.

4.7 Booking-level actions.

• A. Cancel a booking, prevent new bookings, or prevent completion of a booking where safety or fraud risk exists (subject to the Payment Terms & Refund Policy).

5. Grounds for Suspension or Termination

We may take Account Action for any of the grounds below, in addition to those specified in the Terms or other policies.

5.1 Safety and harm prevention

• A. Violence, threats, intimidation, stalking, harassment, or coercion
• B. Sexual misconduct, sexual exploitation, or solicitation
• C. Child endangerment or credible child safety concerns
• D. Unsafe caregiving practices, reckless conduct, or refusal to follow agreed safety instructions that creates risk
• E. Possession or use of weapons in a threatening manner (or other dangerous conduct)
• F. Encouraging self-harm or harm to others

5.2 Harassment, hate, and discrimination

• A. Harassment or bullying (including unwanted contact after "no")
• B. Hate speech, slurs, demeaning content, or targeted harassment
• C. Discrimination or refusal of service in violation of applicable law or our policies (see Section 6.4)

5.3 Fraud, deception, and misrepresentation

• A. False identity, impersonation, fake accounts, or account sharing
• B. Misrepresenting qualifications, experience, or background-check status
• C. Misrepresenting that Village Haven or any Provider is "licensed," "bonded," "insured," or "employed" when not accurate
• D. Falsifying documents, credentials, or certificates
• E. Manipulating reviews/ratings or incentivizing false reviews

5.4 Payment abuse and chargebacks

• A. Payment fraud or use of stolen payment instruments
• B. Repeated or abusive chargebacks
• C. Chargeback fraud (e.g., chargeback after receiving a refund, false claims)
• D. Attempting to bypass our Payment Processor or circumvent Platform Fee collection
• E. Creating or using multiple accounts to avoid payment restrictions

5.5 Off-Platform circumvention and fee avoidance

• A. Arranging services, payments, or bookings off-platform in violation of the Terms
• B. Sharing personal contact/payment information to circumvent Platform processes where prohibited
• C. Coordinating recurring off-platform gigs sourced through the Platform to avoid Platform Fees

5.6 Background check / screening / identity verification issues

• A. Refusing required disclosures/consents for screening where used
• B. Failing identity verification
• C. Material mismatch between verified identity and account identity
• D. Adverse information discovered via screening as applied in accordance with applicable law and our screening notices/authorizations
• E. Using another person's identity or credentials

5.7 Illegal activity and regulated-services issues

• A. Any illegal activity, including theft, assault, or exploitation
• B. Solicitation for illegal services
• C. Claims of providing regulated services (medical, nursing, therapy, counseling, etc.) without required licensure (or misrepresenting licensure)
• D. Facilitating human trafficking, exploitation, or abuse

5.8 Platform integrity, data misuse, and IP violations

• A. Hacking, scraping, data harvesting, or attempted unauthorized access
• B. Reverse engineering, circumvention of security measures, or malware distribution
• C. Misuse of user data, doxxing, or publishing private information
• D. IP infringement, counterfeit content, or unauthorized use of marks
• E. Interfering with the Platform, spamming, or abusive automation

5.9 Repeated low-integrity conduct

• A. Repeated no-shows or cancellations inconsistent with marketplace reliability
• B. Pattern of verified complaints indicating unreliability or misconduct
• C. Pattern of policy violations after warnings

6. Immediate Action Triggers

6.1 When immediate action may occur. We may impose an immediate Suspension, listing removal, booking restriction, or payout hold (as permitted) when we reasonably believe there is:

• A. imminent risk of harm to any person;
• B. credible allegation of abuse, exploitation, violence, or sexual misconduct;
• C. credible child-safety concern;
• D. significant fraud risk or active payment fraud;
• E. active account takeover or security incident;
• F. illegal activity; or
• G. a credible threat to Platform integrity.

6.2 No admission; temporary nature. Immediate action is a risk-control step and does not necessarily reflect a final determination. We will proceed with an investigation under Section 8.

6.3 Law enforcement or agency requests. We may take action in response to valid legal process or credible requests from law enforcement/child protection authorities, consistent with law.

6.4 Non-discrimination requirement. We will not take immediate action based on protected characteristics or for retaliatory purposes. We may act on credible safety risk indicators and evidence (Section 8).

6.5 Provider independence preserved. Account Actions are marketplace access decisions and safety/integrity controls; they are not direction or control of how Providers perform services.

7. Graduated Enforcement

Depending on severity, history, and risk, we may apply:

• A. Education notice (policy reminder; product guidance)
• B. Warning (with stated consequences and required remediation)
• C. Targeted restriction (e.g., messaging/booking limits; listing changes)
• D. Temporary suspension (time-bound or pending verification)
• E. Final warning / probation (enhanced monitoring; limited features)
• F. Termination (for severe or repeated violations)

We may skip steps (including immediate termination) where severity or risk warrants.

8. Investigations; Evidence; Cooperation

8.1 Sources of evidence. We may consider:

• A. in-app messages and reports;
• B. booking, cancellation, and payment records;
• C. photos/videos submitted by users (if lawfully obtained);
• D. device identifiers and security signals;
• E. third-party verification results (identity/screening) where applicable;
• F. publicly available information when relevant and lawful.

8.2 What we generally do not adjudicate. We do not act as a court. We may not resolve purely legal disputes (e.g., negligence claims) and may instead provide records to the extent permitted and/or direct users to formal processes (including the Dispute Resolution Policy).

8.3 User cooperation required. You must respond to reasonable requests for information within seven (7) days (or shorter when time-sensitive). If you do not cooperate, we may decide based on available information.

8.4 Integrity of submissions. Submitting falsified evidence, manipulating screenshots, or making knowingly false reports is a material violation.

8.5 Privacy and confidentiality. We handle investigation data consistent with our Privacy Notice and applicable law. We may limit disclosure of evidence details to protect safety, privacy, or investigative integrity.

8.6 Bad-faith reporting. Repeated bad-faith reports, harassment via reporting tools, or retaliation through the reporting process may itself result in Account Action.

9. Notice, Opportunity to Cure, and Appeals

9.1 Notice of action Unless prohibited by law, restricted by law enforcement, or where doing so would create safety risk or enable fraud, we will provide notice of a Suspension or Termination by:

• A. in-app notification and/or
• B. email to the address on file.

Notice will typically include: (a) the general reason category, (b) the effective time, and (c) how to appeal where available.

9.2 Opportunity to cure

9.2.1 When cure may be offered.

We may offer an opportunity to cure for issues such as:

• A. profile/listing noncompliance;
• B. minor policy violations;
• C. verification updates;
• D. repeated cancellations/no-shows where remediation is plausible;
• E. misunderstanding of off-platform rules.

9.2.2 When cure may be denied.

We may deny cure (and proceed to immediate suspension/termination) for severe issues including violence, credible child-safety risk, sexual misconduct, serious fraud, identity deception, or illegal activity.

9.2.3 Cure deadlines.

If cure is offered, we will provide a deadline of at least seven (7) days, unless urgency requires a shorter timeline.

9.3 Appeals

9.3.1 How to appeal.

If eligible, you may appeal by submitting an appeal request within fourteen (14) days of notice:

• A. Appeal portal: Appeal a Decision
• B. Email: hello@villagehaven.org

9.3.2 What to include.

Appeals should include:

• A. account identifier (email/phone), Booking IDs (if relevant);
• B. why you believe the decision was incorrect;
• C. supporting evidence (no unlawful recordings; no irrelevant sensitive info).

9.3.3 Appeal review timeline.

We aim to decide appeals within:

• A. three (3) business days for safety-related restrictions (where feasible), and
• B. seven (7) business days for standard appeals,

subject to complexity, Payment Processor timelines, and legal constraints.

9.3.4 Possible appeal outcomes.

We may:

• A. uphold the action;
• B. modify it (e.g., reduce duration, convert termination to suspension);
• C. reverse it and restore access;
• D. impose conditions (e.g., re-verification, training prompts).

9.3.5 Finality.

An appeal decision is final for Platform-access purposes, without limiting any legal rights you may have under the Terms (including the dispute escalation/arbitration process).

9.4 California-focused fairness statements To the extent applicable, Village Haven intends that enforcement decisions:

• A. are made using consistent criteria and documented risk rationale;
• B. are not based on protected status;
• C. provide notice and an appeal path unless doing so would create safety, fraud, or legal-process risk.

9.5 Lawful off-duty conduct We do not police lawful off-duty conduct unrelated to the Platform. We may take action based on off-platform conduct only when we reasonably determine it presents a credible risk to user safety, Platform integrity, or violates applicable law/policy in connection with Platform use.

10. Effect on Bookings, Refunds, and Payouts

10.1 Effect on active or upcoming bookings. If an account is suspended or terminated, we may cancel upcoming bookings, prevent new bookings, or restrict completion of pending bookings as needed for safety and integrity.

10.2 Refunds and credits. Refunds, credits, and reversals (including treatment of Provider Fee vs Platform Fee) are governed by the Payment Terms & Refund Policy and Payment Processor rules.

10.3 Provider payouts. Payouts may be delayed or held during:

• A. fraud/security investigations;
• B. chargeback or reversal windows;
• C. verification issues;
• D. disputes under the Payment Terms & Refund Policy; and/or
• E. legal holds.

Any hold will be administered consistent with the Payment Terms & Refund Policy, Payment Processor constraints, and applicable law.

10.4 No “self-help” off-platform recourse. Users must not retaliate, harass, or attempt collection by unlawful means. Where appropriate, users may pursue lawful remedies.

10.5 Tax and records access. After termination, limited access to tax documents and transaction history may remain available where required by law or operational necessity.

11. Data Retention; Record Preservation

11.1 Retention. We retain certain account, booking, message, and payment records for as long as reasonably necessary for:

• A. safety and integrity;
• B. dispute resolution;
• C. fraud prevention;
• D. legal compliance, tax, and accounting; and
• E. enforcement consistency.

More details are in the Privacy Notice and retention disclosures: Privacy Notice.

11.2 Legal hold. If we receive a legal request or anticipate litigation, we may preserve relevant records.

11.3 User deletion requests. Privacy rights requests (including deletion) are handled under our CCPA/CPRA Consumer Rights Policy and Privacy Notice and may be subject to lawful exceptions (e.g., security, fraud, legal obligations).

12. Re-Registration, Device Restrictions, and Circumvention

12.1 No re-registration after termination. If your account is terminated, you may not create a new account without our prior written permission.

12.2 Circumvention prohibited. Attempting to evade Account Actions (including by using alternate identities, devices, payment methods, or accounts) is a violation and may result in immediate termination of all related accounts.

12.3 Associated accounts. We may take action against accounts reasonably believed to be controlled by the same person/entity or acting in coordination to evade enforcement, subject to applicable law.

13. Optional Transparency Reporting

13.1 Transparency report. We may publish periodic transparency metrics (e.g., number of suspensions/terminations by category) in aggregated and anonymized form.

13.2 No individual disclosure obligation. We are not obligated to disclose internal risk scoring, investigative methods, or other sensitive operational details.

14. Reserved Rights; No Waiver; Severability

14.1 Reserved rights. We may take any Account Action permitted by the Terms, this Policy, and law to protect users, the Platform, and Village Haven.

14.2 No waiver. Failure to enforce in one case does not waive enforcement in another.

14.3 Severability. If any provision of this Policy is found unenforceable, the remainder will remain in effect, and the provision will be reformed to the minimum extent necessary to be enforceable.

15. Changes to This Policy; Versioning

15.1 Updates. We may update this Policy from time to time. We will post the updated Policy with a new Effective Date/Last Updated date. If changes are material, we will provide additional notice as required by law.

16. Contact Information

• A. Safety: hello@villagehaven.org / +1 855 768 3073
• B. Support: hello@villagehaven.org
• C. Payments/Chargebacks: hello@villagehaven.org
• D. Appeals: hello@villagehaven.org
• E. Legal notices: hello@villagehaven.org, 540 Pico Ave, Unit 107 San Simeon, CA 93452