Safety & Trust Policy

1. Our commitment to safety and trust

SAYZO connects people for online and offline tasks, including home services, errands, personal assistance, professional and technical services, and creative work. Trust between Users is what makes the Platform work, and safety is something we build together.

This policy explains the standards we expect, the safeguards we put in place, how to report a concern, and what we can and cannot do. SAYZO is a technology platform and not the provider of any Task. Our safeguards reduce risk but do not remove it, and they are not a substitute for your own care and judgement. Safety on SAYZO is a shared responsibility between Users and the Platform.

2. Acceptable conduct

All Users agree to act lawfully, honestly and respectfully. You must:

1. treat other Users with courtesy and professionalism;
2. provide accurate information about yourself and your Tasks;
3. perform and pay for Tasks as agreed;
4. respect others' privacy, property and safety; and
5. comply with the Terms of Service and applicable law.

Conduct that is dishonest, abusive, threatening, discriminatory, exploitative or unlawful is not allowed and may lead to removal from the Platform.

3. User verification standards

We use a layered approach to help Users trust one another. Depending on the User and the type of Task, this may include account verification, mobile and email confirmation, identity verification, profile completeness, and trust signals such as ratings, reviews and task history.

Verification is designed to reduce risk. It is limited, is carried out only to the extent reasonably practicable, and is not a guarantee of any User's identity, character, qualifications, conduct or trustworthiness. A verified badge indicates that a particular check was completed, not that a User is safe in every respect.

4. Identity checks

Where identity verification is required, we collect a government issued identity document only through permitted and secure methods, and only the minimum needed to confirm identity. Where an Aadhaar based method is used, we follow the Aadhaar framework and do not store full Aadhaar numbers; Aadhaar is masked or redacted. Identity data is handled in accordance with the SAYZO Privacy Policy and applicable data protection law, and is stored securely with restricted access.

5. Background screening framework

For certain Users or Task categories, we may carry out additional screening, which can include:

1. a self-declaration by the User about relevant history and qualifications;
2. verification of professional licences or certificates where a Task requires them;
3. police or address verification, where available and lawful; and
4. checks through authorised third-party verification providers, with the User's consent.

Background screening in India is subject to legal limits on the information that can be accessed and used. Any screening we carry out is limited and is not a comprehensive criminal or character check, and is not a guarantee of safety. Screening is conducted with consent and the resulting data is protected under our Privacy Policy.

6. Home-visit and offline-task safety

Offline Tasks, including home visits, deserve extra care from both Task Givers and Task Doers. We recommend that you:

1. keep communication and payments on the Platform until you are comfortable;
2. confirm the other User's identity at the door before letting them in or beginning work;
3. share your trip or task details with a trusted person, and agree clear scope and timing in advance;
4. do not share unnecessary personal, financial or location information;
5. secure valuables, and ensure a safe environment for the Task; and
6. trust your instincts and stop if something feels unsafe.

A Task Doer may decline to start, or may leave, any Task without penalty if the location or conditions are unsafe or unlawful. In an emergency, contact the police on 112. The women's helpline is 1091 and the child helpline is 1098. Report the incident to SAYZO as soon as you are safe.

7. Fraud prevention

We work to detect and prevent fraud through automated monitoring, payment safeguards through our Payment Aggregator, and review of suspicious activity. You can protect yourself by keeping payments within the Platform, never sharing one-time passwords or banking credentials, and being cautious of any request to transact off Platform or to pay outside the escrow system. Report suspected fraud to us immediately. Financial cyber fraud may also be reported on the national helpline 1930 and at cybercrime.gov.in.

8. Harassment

SAYZO has zero tolerance for harassment, including sexual harassment, bullying, intimidation, stalking, threats, and unwelcome or abusive contact, whether online or in person. Harassment may result in immediate suspension and referral to the authorities.

Reports of sexual harassment are treated with sensitivity and confidentiality. Where the Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013 applies, complaints are handled under that framework.

9. Anti-discrimination

Every User deserves to be treated fairly. SAYZO prohibits discrimination and harassment against any User on the basis of religion, race, caste, sex, gender, sexual orientation, place of birth, language, disability, age, or similar grounds. Refusing, pricing or performing Tasks in a discriminatory way, or posting discriminatory Content, breaches this policy and may lead to removal from the Platform.

10. Child safety

SAYZO is for adults aged 18 and above. We do not permit minors to register, post or perform Tasks. We have zero tolerance for any content or conduct that sexualises, exploits or endangers a child.

Child sexual abuse material and any threat to a child are reported to the appropriate authorities and handled in accordance with the Protection of Children from Sexual Offences Act, 2012, the Information Technology Act, 2000 and the rules made under it. Where a Task involves the care of, or contact with, a child, the Task Giver remains responsible for the child's supervision and safety. If you become aware of a risk to a child, report it to SAYZO and to the child helpline 1098 or the police.

11. Protecting vulnerable users

We recognise that some Users, including older persons, persons with disabilities, and those receiving in-home services, may face greater risk. We encourage extra care in these situations, including involving a trusted person, agreeing clear scope, and using the Platform's reporting and support features. Tasks must never exploit a User's vulnerability.

12. Review and ratings integrity

Ratings and reviews help Users make informed decisions, so they must be genuine. You must not post fake, misleading, incentivised or retaliatory reviews, manipulate ratings, or pressure another User to change or withdraw honest feedback. We may remove reviews that breach these standards and take action against Users who manipulate them.

13. Reporting a concern

If you experience or witness unsafe, fraudulent, abusive or unlawful conduct, please report it through the in-app reporting tools or to our Grievance Officer in Clause 18. In an emergency, contact the police first.

In line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we acknowledge complaints within 24 hours and ordinarily resolve them within 15 days. Complaints about content that is sexual in nature, shows nudity or a sexual act, or involves impersonation are acted on within 24 hours of a valid complaint.

14. How we investigate

When we receive a report, we review it fairly and proportionately. This may include:

1. acknowledging the report and gathering details from the people involved;
2. reviewing relevant account information, Platform communications and other evidence;
3. taking interim measures, such as a temporary restriction, where there is a risk to safety; and
4. deciding on an outcome and informing the relevant Users to the extent appropriate.

We may ask you for information to support a report. We handle reports confidentially so far as is reasonably possible, consistent with the need to investigate and with the law.

15. Enforcement and suspension

Depending on the seriousness of a breach, we may take graduated action, including a warning, content removal, reduced visibility, restriction of features, suspension, or permanent termination. We may suspend or remove a User immediately, without prior notice, where there is a serious safety, fraud or legal concern, or where required by law or a competent authority. Action is taken reasonably and consistently with the Terms of Service and applicable law.

16. Cooperation with law enforcement

We cooperate with the police and other authorities in response to valid legal process. We may preserve, and where lawfully required disclose, account and transaction information in accordance with the Information Technology Act, 2000, the Privacy Policy and applicable law. Where there is a risk of serious or imminent harm to a person, we may share information with the authorities to help prevent or address that harm.

17. User responsibilities

1. Provide accurate information and keep your account secure.
2. Follow the safety guidance in this policy, especially for offline and home-based Tasks.
3. Treat others fairly and never discriminate, harass or threaten.
4. Keep communication and payments on the Platform, and report concerns promptly.
5. Take your own reasonable precautions; the Platform's safeguards do not replace your judgement.

18. Platform limitations

SAYZO is a technology intermediary. It does not perform, supervise or control Tasks, and is not present when Tasks are carried out. Verification, screening and other safety measures are limited, are provided on a reasonable-efforts basis, and do not guarantee the identity, conduct or trustworthiness of any User or the safety or quality of any Task. Users interact and transact at their own risk and remain responsible for their own safety. This policy does not create any liability for SAYZO beyond what applies under law, and nothing in it limits your rights under the Consumer Protection Act, 2019 or other applicable law.

19. Grievance redressal and contact

For safety reports, complaints or questions, contact our Grievance Officer: Ayan Srivasthav, contact@sayzo.in, +91 9335581408, DPT 808B, F-79 & 80, DLF PRIME TOWER, Okhla Industrial Area Phase-i, South Delhi, New Delhi, Delhi, India, 110020. We acknowledge complaints within the timelines in Clause 13 and resolve them within the period required by law. You may also pursue remedies under the Consumer Protection Act, 2019.

20. Changes to this policy

We may update this policy to keep our community safe and to reflect changes in law or practice. The version published on the Platform with the effective date above applies.

Read together with the SAYZO Terms of Service, Privacy Policy, Refund Policy and Cancellation Policy.