Acceptable Use Policy

This Acceptable Use Policy ("AUP") governs your use of Varden Dispatch services, including our website, mobile applications, APIs, and all related services (collectively, the "Platform"). Varden Dispatch is a technology marketplace that connects independent service contractors ("Contractors") with property managers, landlords, and homeowners ("Clients") who need maintenance, repair, and improvement work performed on residential or commercial properties. By using our Platform, you agree to comply with this policy.

This AUP is incorporated by reference into our Terms of Service. Violation of this policy may result in warnings, suspension, or termination of your account and access to our services. We reserve the right to take any action we deem appropriate, including removing listings, pausing payouts, reversing application fees, and reporting violations to law enforcement or licensing authorities.

1. General Principles

When using Varden Dispatch, you agree to:

• Act honestly, fairly, and in good faith in all interactions with Clients, Contractors, and staff
• Comply with all applicable federal, state, and local laws, regulations, and licensing requirements
• Respect the rights, property, and privacy of Clients, occupants, and other Contractors
• Use the Platform only for its intended purpose of coordinating legitimate maintenance and service work
• Maintain the security and confidentiality of your account and payout credentials
• Report unsafe conditions, suspected violations, or suspicious activity to us promptly
• Honor commitments you make through the Platform, including accepted jobs, quoted prices, and scheduled appointments

2. Prohibited Activities

The following activities are strictly prohibited on our Platform:

2.1 Illegal Activities

• Violating any applicable laws, regulations, building codes, or government orders
• Performing licensed trade work (plumbing, electrical, HVAC, gas, roofing, etc.) without the required state or local license
• Operating without required permits, business licenses, bonding, or insurance
• Engaging in fraud, identity theft, money laundering, wage theft, or other financial crimes
• Tax evasion, misclassification fraud, or assisting others in evading payroll or self-employment taxes
• Performing work that requires a permit without pulling one, or falsifying permit or inspection records
• Facilitating illegal entry into homes, tampering with utilities, or bypassing safety systems
• Accepting or offering cash bribes, kickbacks, or undisclosed referral fees
• Violating OSHA, EPA, lead (RRP), asbestos, refrigerant handling, or other workplace-safety regulations
• Discriminating against Clients, occupants, or other Contractors in violation of applicable civil rights laws

2.2 Harmful or Deceptive Content

• Posting false, misleading, or deceptive service listings, profiles, or quotes
• Using photos of completed work that you did not perform or do not have rights to display
• Misrepresenting your qualifications, licenses, insurance, experience, years in business, or team size
• Inflating invoices, charging for parts not installed, or billing for unperformed labor
• Posting content that is defamatory, harassing, threatening, or abusive toward Clients or other Contractors
• Sharing content that incites violence or hatred
• Uploading malware, viruses, or other malicious code
• Distributing spam, unsolicited commercial messages, or chain letters
• Phishing or attempting to collect credentials through deception
• Impersonating any person, business, licensing authority, or entity
• Creating, soliciting, or paying for fake reviews, ratings, or testimonials

2.3 Platform Abuse and Security Violations

• Attempting to gain unauthorized access to accounts, systems, or data
• Circumventing security measures, access restrictions, or rate limits
• Scraping, data mining, or automated collection of information without authorization
• Interfering with or disrupting the service, servers, or networks
• Introducing denial-of-service attacks or overwhelming system resources
• Creating multiple accounts to manipulate matching algorithms, ratings, or geographic routing
• Reverse engineering, decompiling, or disassembling any part of the service
• Accessing the Platform through unauthorized means or modified clients
• Probing, scanning, or testing the vulnerability of our systems without permission
• Sharing login credentials or allowing unauthorized access to your account

2.4 Financial Misconduct

• Circumventing the Platform to avoid our application fee once a Client was introduced through Varden Dispatch ("off-platform circumvention")
• Soliciting Clients to cancel Platform jobs and rebook directly to evade platform fees
• Splitting invoices across the Platform and outside it to under-report revenue and underpay platform fees
• Providing false information for identity verification, KYC, or Stripe Connect onboarding
• Manipulating or exploiting the payment system, including fraudulent chargebacks or disputes
• Charging excessive, illegal, or undisclosed fees beyond the quote agreed to through the Platform
• Failing to complete work paid for in advance, or refusing to provide refunds for undelivered services
• Using the Platform to facilitate investment fraud, ponzi schemes, or unlicensed lending
• Submitting fraudulent insurance or warranty claims or documentation

2.5 Privacy and Data Violations

• Sharing personally identifiable information of Clients, occupants, tenants, or other Contractors without consent
• Recording audio or video inside homes, work sites, or vehicles without required notice and consent under state law
• Using job photos, before/after images, or Client contact information for purposes other than completing the job or as permitted in our Terms
• Accessing or disclosing private communications without authorization
• Using the Platform to stalk, harass, or intimidate individuals
• Collecting data beyond what is necessary for legitimate performance of a job
• Retaining keys, codes, smart-lock credentials, or garage codes after job completion

3. Fair Dealing and Non-Discrimination

Varden Dispatch is committed to equal opportunity and fair dealing. All users must comply with applicable federal, state, and local civil rights laws, including Title II of the Civil Rights Act, the Americans with Disabilities Act, and any public accommodation or contractor-licensing anti-discrimination rules that apply.

3.1 Prohibited Discrimination

You may not refuse service, set different terms, or otherwise discriminate based on:

• Race or color
• Religion
• Sex (including sexual harassment and gender identity)
• National origin
• Familial status (families with children, pregnant women)
• Disability (physical or mental)
• Sexual orientation
• Age (where protected by law)
• Veteran or military status (where protected by law)
• Any other characteristic protected by applicable law

3.2 Prohibited Discriminatory Actions

• Refusing to accept jobs or provide service at a property occupied by members of a protected class
• Setting different pricing, response times, or terms based on protected characteristics
• Using discriminatory language in listings, quotes, or communications
• Steering Clients toward or away from certain neighborhoods based on protected characteristics
• Refusing reasonable accommodations or modifications requested for disability
• Harassing Clients, occupants, tenants, or other Contractors during job performance

3.3 Consistent Standards

• Apply identical job acceptance, pricing, and scheduling standards across Clients
• Document objective, non-discriminatory reasons for declining or withdrawing from a job
• Train all field staff, subcontractors, and helpers on non-discrimination requirements
• Review and update your own policies regularly for compliance

4. Job Listing and Quote Standards

All Contractor profiles, service listings, and Client job posts must meet the following standards:

4.1 Accuracy Requirements

• Accurately describe services offered, geographic coverage, hours of availability, and typical response times
• Use current, authentic photographs of work you personally performed or with express permission to display
• Disclose all material limitations, exclusions, or conditions up front
• Quote transparent pricing without hidden fees, surprise trip charges, or undisclosed minimums
• Update listings promptly when you pause service, change coverage, or adjust pricing
• For Client job posts: accurately describe the scope of work, access constraints, occupancy status, pets, hazards, and any known code or permit issues

4.2 Legal Compliance

• List only services you are legally authorized and licensed to provide in the jurisdiction where the work occurs
• Display your state or local license number where required by law
• Maintain current general liability insurance (and workers' comp, where applicable) and disclose coverage on request
• Comply with all local disclosure requirements (lead-safe RRP, asbestos, refrigerant handling, etc.)
• Follow advertising rules set by your state licensing board, including required disclosures and prohibited claims

4.3 Photo and Media Standards

• Use photos you personally captured or have permission to use
• Do not use stock imagery or other Contractors' work photos without authorization and attribution
• Photos must accurately represent current service quality and scope
• Do not use digitally altered images that misrepresent outcomes
• Remove photos containing identifiable occupants, children, personal belongings, or security equipment without written consent

5. Contractor Conduct on Job Sites

When performing work booked through the Platform, Contractors must:

5.1 Site Access and Security

• Arrive within the agreed-upon window and notify the Client promptly of any delay
• Use keys, codes, and access credentials only for the intended job and return or destroy them afterward
• Never enter areas or rooms not agreed to in scope without prior Client consent
• Secure the property when leaving (lock doors, arm alarms, shut off water, etc.) as reasonably appropriate
• Respect "no-go" zones, occupant privacy, and any posted restrictions

5.2 Safety and Workmanship

• Comply with OSHA and applicable safety rules, including fall protection, PPE, and LOTO where required
• Pull permits and schedule inspections for work that legally requires them
• Perform work to professional standards and applicable building and mechanical codes
• Disclose additional defects, hazards, or code violations discovered during a job
• Clean the work area before leaving and haul away debris unless otherwise agreed

5.3 Subcontractors and Helpers

• You are responsible for anyone you bring onto the Client's property, including employees, helpers, and subcontractors
• Ensure any subcontractor you use is properly licensed, insured, and complies with this AUP and our Terms
• Do not subcontract work to another Contractor account solely to avoid platform fees

6. Communication Standards

When communicating through the Platform:

6.1 Professional Conduct

• Be respectful, professional, and courteous in all interactions
• Respond to job requests, quote requests, and Client messages in a timely manner
• Use clear, accurate, and honest language in quotes, status updates, and invoices
• Do not misrepresent your identity, licensing, or authority to act on behalf of a business

6.2 Prohibited Communications

• Harassment, threats, intimidation, or retaliation after negative reviews
• Discriminatory or offensive language
• Spam, unsolicited advertising, or promotional content
• False or misleading statements about pricing, timing, or qualifications
• Requests for off-platform payment (Zelle, Venmo, cash, check) to circumvent platform fees and protections once a job has been matched through the Platform
• Sharing confidential Client or occupant information inappropriately

6.3 Legal and Warranty Communications

• Honor lien, warranty, and cure-period notices as required by law
• Maintain records of significant job communications for at least the applicable statute of limitations
• Follow required notice periods and formats for change orders and scope adjustments

7. API and Developer Usage

If you access our APIs or developer tools:

7.1 Authorization

• Only access APIs through official, documented methods
• Maintain the security of your API keys and credentials
• Do not share API keys or allow unauthorized access
• Immediately revoke compromised credentials

7.2 Rate Limits and Resources

• Respect all rate limits and usage quotas
• Implement appropriate caching to reduce API calls
• Do not attempt to circumvent rate limiting
• Distribute requests evenly over time

7.3 Data Usage

• Use API data only for permitted purposes
• Do not store data longer than necessary
• Delete data when your authorization is revoked
• Implement appropriate security for any cached data
• Do not sell, share, or redistribute Client or Contractor data obtained via API

7.4 Attribution

• Provide appropriate attribution where required
• Do not misrepresent your relationship with Varden or Varden Dispatch
• Follow our branding guidelines for any integrations

8. Account Security Requirements

To maintain platform security, you must:

8.1 Password and Authentication

• Use a strong, unique password (minimum 12 characters recommended)
• Enable two-factor authentication (2FA), especially for accounts with payout access via Stripe Connect
• Keep your login credentials confidential
• Do not share your account with unauthorized individuals, including admins at another company
• Log out of shared or public devices

8.2 Monitoring and Reporting

• Regularly review your account activity, payout history, and connected Stripe account
• Report suspected security breaches immediately
• Notify us of any unauthorized access
• Update contact information to ensure you receive security alerts

8.3 Device Security

• Keep your devices and software updated
• Use antivirus and anti-malware protection
• Be cautious of phishing attempts, including fake "Varden" or "Stripe" emails
• Verify the authenticity of communications claiming to be from Varden or Stripe

9. Intellectual Property

Respect intellectual property rights:

• Do not use copyrighted content (photos, plans, manuals, brand marks) without permission
• Do not infringe on trademarks or trade dress of suppliers, manufacturers, or competitors
• Respect our intellectual property and branding guidelines
• Report intellectual property violations through our DMCA process

See our DMCA Policy for more information on reporting infringement.

10. Reporting Violations

If you encounter violations of this policy, suspicious activity, or believe another user is misusing the Platform, please report it immediately:

What to Report

• Fraudulent listings, unlicensed work, or scam attempts
• Discriminatory behavior or language
• Harassment or threatening conduct on job sites or in messaging
• Suspected unauthorized account access
• Off-platform circumvention or fee avoidance
• Payment fraud, chargebacks abuse, or invoice inflation
• Unsafe conditions, workmanship defects, or code violations
• Any illegal activity

11. Enforcement

We investigate all reported violations and may take action including:

11.1 Possible Actions

• Warning: Written notice of the violation
• Content Removal: Removing offending listings, profiles, photos, or reviews
• Feature Restriction: Limiting access to certain features, including lead matching, payouts, or automated dispatch
• Payout Hold: Pausing transfers until the investigation is complete
• Fee Reversal or Recoupment: Reversing application fees associated with fraudulent or cancelled jobs
• Temporary Suspension: Suspending account access for a period
• Permanent Termination: Permanently disabling the account
• Legal Action: Pursuing civil or criminal remedies
• Regulator and Law Enforcement Referral: Reporting to licensing boards, state AGs, or law enforcement

11.2 Factors Considered

The severity of enforcement depends on:

• Nature and severity of the violation
• Whether the violation was intentional
• History of prior violations
• Potential harm to Clients, occupants, or the Platform
• Cooperation during investigation
• Steps taken to remediate the violation

11.3 Appeal Process

If you believe an enforcement action was taken in error, you may appeal by contacting appeals@vardenhomes.com within 14 days of receiving notice. Include your account information, the enforcement action taken, and a detailed explanation of why you believe the action was incorrect.

12. Changes to This Policy

We may update this Acceptable Use Policy from time to time to reflect changes in our services, legal requirements, or industry practices. When we make material changes, we will notify you through the Platform or via email.

Continued use of the service after changes are posted constitutes acceptance of the updated policy. We encourage you to review this policy periodically.

13. Contact Us

If you have questions about this policy or need to report a violation: