Safety and Incident Reporting Policy

Effective date: [DD Month YYYY]

1. Our approach

ServuWell is committed to a platform that feels calm, respectful and safe for clients, business venues and therapists.

Because ServuWell bookings may take place in homes, hotels, offices, event venues and other private or commercial settings, we take safety seriously. Verification and platform controls support trust, but all users also have responsibilities. This policy forms part of the ServuWell Terms of Use and should be read with the Privacy Policy.

2. What should be reported

Please report any incident or concern involving:

a) harassment, threats or abuse b) discrimination or inappropriate conduct c) intoxication or unsafe behaviour d) suspected fraud, impersonation or false verification e) privacy misuse, including misuse of an address or contact details f) theft, property damage or unlawful conduct g) unsafe venues or unsafe working conditions h) service conduct that creates an immediate health or safety concern i) repeated no-shows or serious booking misconduct

3. Immediate danger

If there is an emergency or an immediate risk of harm, contact 000 first. ServuWell support is not an emergency response service.

4. How to report an incident

Please use the ServuWell in-platform reporting and support feature with:

a) the booking reference b) the date and time c) a brief summary of what happened d) the names of users involved e) any screenshots, photos or supporting evidence

Please report incidents as soon as possible after they occur.

5. What ServuWell may do next

When a report is received, we may:

a) acknowledge receipt b) request more information c) review messages, booking history and account records d) temporarily restrict accounts or payouts where reasonably necessary e) issue warnings f) facilitate cancellation, refund or rebooking support g) remove users from the platform h) refer matters to insurers, advisers, police or other authorities where appropriate

We act reasonably and proportionately. Where it is appropriate and safe to do so, we will give a user a fair opportunity to respond before we take significant action against their account. Urgent safety steps may be taken first and reviewed afterwards.

6. Confidentiality and privacy

We handle incident reports with care and only share information where reasonably necessary to investigate, respond, protect users, operate the platform, or comply with the law. We handle personal information in line with our Privacy Policy.

7. Reporting in good faith

We encourage genuine reports. You will not face platform penalties for making a report in good faith, even if it turns out to be unsubstantiated. We do not tolerate retaliation against a user for making a good-faith report. Knowingly false or malicious reports may themselves lead to account action.

8. User responsibilities

All users must:

a) behave respectfully and professionally b) provide accurate booking information c) maintain safe and suitable environments where services occur d) protect personal information received through the platform e) avoid off-platform pressure, harassment or misuse of private contact details

9. Platform position

ServuWell is a platform and does not supervise each service in real time. However, we may take platform action where conduct falls below expected standards or creates trust, safety or legal risk. Nothing in this policy limits any rights or remedies you have under the Australian Consumer Law or other applicable law.

10. Contact

Email: contact@servuwell.com Website: www.servuwell.com