Community Guidelines

1. Scope of these Guidelines

These Guidelines apply to:

• Customers;
• Contractor applicants;
• approved Contractors;
• business account users;
• property owners, occupants, and representatives;
• people assisting with or present during a job;
• anyone interacting with Rloop personnel, systems, communications, or Services.

Conduct occurring outside the platform may also be reviewed when it relates to an Rloop assignment, user safety, fraud, harassment, payment avoidance, misuse of personal information, or platform integrity.

2. Core community principles

Every Rloop participant is expected to support:

• safety;
• honesty;
• respect;
• lawful conduct;
• property protection;
• payment integrity;
• professional communication;
• accountability;
• fair access to the platform.

No assignment, payment, rating, deadline, or business objective is more important than personal safety and compliance with law.

3. Respectful and professional conduct

Users must communicate and behave professionally.

Prohibited conduct includes:

• insults or personal attacks;
• intimidation;
• degrading or humiliating treatment;
• repeated unwanted contact;
• screaming or aggressive confrontation;
• deliberate disruption of Services;
• retaliation for raising a legitimate concern;
• conduct that a reasonable person would consider abusive or threatening.

Disagreement over price, scope, timing, quality, or payment does not justify abusive conduct.

4. Discrimination is prohibited

Users may not unlawfully discriminate against, refuse to work with, harass, or treat another person unfairly based on a protected characteristic.

Protected characteristics may include:

• race;
• color;
• ancestry;
• national origin;
• religion;
• sex;
• pregnancy;
• gender;
• gender identity;
• gender expression;
• sexual orientation;
• age;
• disability;
• medical condition;
• marital or family status;
• military or veteran status;
• genetic information;
• any other status protected by applicable law.

Legitimate safety, licensing, access, equipment, service-area, and qualification requirements are not discrimination when applied lawfully and consistently.

5. Harassment and unwanted conduct

Harassment is prohibited during and after any interaction connected to Rloop.

Prohibited harassment may include:

• sexual comments or propositions;
• unwanted touching;
• repeated personal invitations after refusal;
• stalking;
• repeated calls or messages unrelated to the assignment;
• discriminatory jokes or slurs;
• publication of private information;
• attempts to intimidate a user into withdrawing a complaint or review.

6. Violence, threats, and weapons

Rloop does not tolerate violence, credible threats, intimidation, or dangerous confrontations.

Users may not:

• threaten physical harm;
• assault another person;
• damage property intentionally;
• block someone from safely leaving;
• brandish or misuse a weapon;
• encourage violence;
• use an animal to threaten or attack another person.

Lawfully possessed weapons must remain safely secured and must not interfere with the Services.

Rloop may immediately suspend accounts, cancel Services, preserve evidence, and contact law enforcement when credible safety concerns arise.

7. General safety requirements

Customers and Contractors must identify and address foreseeable hazards before work begins.

Safety concerns may include:

• unstable structures;
• unsafe stairs or flooring;
• exposed electrical wiring;
• gas leaks;
• fire hazards;
• broken glass or sharp materials;
• excessive weight;
• blocked exits;
• dangerous traffic conditions;
• severe weather;
• biohazards;
• aggressive animals or people.

Contractors may pause or refuse work they reasonably believe is unsafe, unlawful, outside their qualifications, or beyond the authorized scope.

Customers may also stop work and contact Rloop when they reasonably believe unsafe conduct is occurring.

8. Property access and protection

Everyone must respect property boundaries and authorized access.

Users may not:

• enter unauthorized rooms or areas;
• remove items not clearly approved;
• search through personal belongings without a legitimate service purpose;
• copy keys or access codes;
• intentionally damage property;
• leave gates, doors, or access points unsecured;
• misuse photographs of a private property;
• remain at a property after authorization has been withdrawn.

Contractors must use reasonable care when moving, carrying, loading, and transporting property.

9. Children, pets, and other occupants

Customers are responsible for maintaining a safe work area for children, pets, guests, tenants, and other occupants.

Customers must:

• keep children away from active loading and lifting areas;
• secure aggressive or unpredictable animals;
• disclose known animal behavior risks;
• prevent occupants from interfering with equipment or vehicles;
• ensure that authorized adults remain responsible for minors.

A Contractor may stop or decline work when children, pets, or other occupants create an unsafe condition.

10. Hazardous and restricted materials

Customers must disclose hazardous, regulated, contaminated, unknown, or restricted material before an appointment.

Users may not conceal or mislabel:

• chemicals;
• solvents;
• fuel;
• asbestos;
• lead-contaminated material;
• mold-contaminated material;
• biological waste;
• medical waste;
• ammunition;
• explosives;
• compressed-gas cylinders;
• unknown liquids or powders;
• any material requiring specialized handling or disposal.

Contractors may not knowingly transport or dispose of restricted material unlawfully.

Rloop may report suspected illegal or dangerous material handling to appropriate authorities.

11. Illegal activity

Rloop may not be used to request, arrange, conceal, or facilitate unlawful conduct.

Prohibited activity includes:

• illegal dumping;
• theft or removal of disputed property;
• disposal of evidence;
• trespassing;
• unlicensed work requiring a license;
• unlawful hazardous-material handling;
• tax evasion;
• money laundering;
• identity theft;
• payment fraud;
• any other violation of applicable law.

12. Fraud, deception, and misrepresentation

Users must provide accurate and complete information.

Prohibited conduct includes:

• using a false identity;
• impersonating another person or business;
• falsifying licenses or insurance;
• submitting altered documents;
• misrepresenting job completion;
• falsifying photographs or status records;
• concealing the true scope of a job;
• making a knowingly false damage claim;
• submitting a knowingly false chargeback;
• manipulating ratings or reviews;
• creating multiple accounts to evade restrictions.

13. Payment and payout integrity

Customers must pay authorized charges, and Contractors must provide accurate payout information.

Users may not:

• use stolen payment information;
• intentionally reverse a valid authorized payment;
• request false invoices or receipts;
• manipulate assignment prices;
• falsify expenses;
• claim payment for unperformed work;
• conceal direct payments;
• coordinate payment fraud with another user.

Rloop may delay transactions while investigating suspected fraud, duplicate payments, unauthorized activity, or compliance concerns.

14. Off-platform transactions and circumvention

Users may not use Rloop to identify each other and then deliberately move an Rloop-originated assignment outside the platform to avoid fees, records, safeguards, or payment controls.

Prohibited circumvention may include:

• requesting direct payment for an active Rloop assignment;
• asking a Customer to cancel and rebook privately;
• concealing additional work performed during an Rloop assignment;
• using contact information obtained through Rloop for unauthorized solicitation;
• directing future related work away from Rloop in violation of an applicable agreement.

This section does not restrict communications reasonably necessary to perform an authorized assignment or conduct protected by law.

15. Privacy and personal information

Users must protect personal information obtained through Rloop.

Users may not:

• publish another user’s address or telephone number;
• retain personal information longer than reasonably necessary;
• use Customer information for unrelated marketing;
• photograph unrelated private areas;
• share uploaded identity, insurance, tax, or payment documents;
• access another user’s account;
• misuse confidential business or personal information.

Information obtained for an assignment may be used only for legitimate service, safety, payment, support, recordkeeping, or legal purposes.

16. Account and identity integrity

Each user is responsible for maintaining accurate account information and protecting login credentials.

Users may not:

• share accounts with unauthorized people;
• create accounts using false information;
• allow an unapproved person to perform Contractor assignments;
• transfer an account without authorization;
• access restricted administrative areas;
• bypass authentication or security controls;
• create replacement accounts after suspension without approval.

Users must promptly report suspected account compromise.

17. Customer-specific standards

Customers must:

• provide accurate job information;
• identify the correct items for removal;
• separate items that must remain;
• disclose access limitations;
• disclose hazardous or unusually heavy items;
• obtain required property permissions;
• secure children and animals;
• maintain a reasonably safe work area;
• approve material scope or price changes;
• pay authorized charges;
• promptly report legitimate concerns.

Customers may not pressure a Contractor to remove property they do not own or have authority to dispose of.

Customers may not use threats, false claims, or payment disputes to obtain free or discounted Services.

18. Contractor-specific standards

Contractors must:

• maintain required licenses, insurance, and qualifications;
• use safe and appropriate equipment;
• arrive prepared for accepted assignments;
• communicate delays promptly;
• perform only authorized work;
• obtain approval before material scope changes;
• protect Customer property;
• comply with disposal laws and facility rules;
• submit truthful status and completion records;
• maintain professional appearance and conduct;
• protect Customer information;
• cooperate with legitimate investigations.

Contractors may not delegate an assignment to an unapproved person when approval is required.

Contractors may refuse unsafe, unlawful, improperly disclosed, or materially changed work and should document the reason through Rloop.

19. Service quality and reliability

Contractors are expected to perform accepted assignments competently, carefully, and within the agreed scope.

Quality concerns may include:

• repeated late arrivals without communication;
• repeated accepted-job cancellations;
• incomplete work;
• careless property handling;
• failure to clean the agreed work area;
• unauthorized work;
• improper disposal;
• inaccurate completion records.

A single legitimate complaint does not automatically establish misconduct. Rloop may consider the evidence, seriousness, pattern, response, and surrounding circumstances.

20. Platform communications

Communications must remain relevant to the service, account, payment, support, or legitimate business relationship.

Users may not send:

• spam;
• deceptive links;
• malware;
• unauthorized advertisements;
• sexually explicit content;
• threats;
• discriminatory content;
• repeated unwanted communications.

Rloop may preserve communications when reasonably necessary for safety, support, fraud prevention, payment disputes, legal compliance, or enforcement.

21. Reviews, ratings, and feedback

Reviews should reflect an honest, firsthand experience.

Reviews may not contain:

• knowingly false statements;
• threats;
• harassment;
• unlawful discriminatory language;
• private personal information;
• impersonation;
• content unrelated to the transaction;
• reviews exchanged for undisclosed compensation;
• demands for payment, discounts, or refunds in exchange for changing a review.

Rloop will not prohibit lawful honest reviews or reports to regulators.

Rloop may remove or limit content that violates these Guidelines while preserving legitimate criticism.

22. User-submitted content

Users must have the right to submit photographs, documents, messages, reviews, and other content uploaded to Rloop.

Users may not upload:

• content that violates another person’s privacy;
• copyrighted material without permission;
• falsified documents;
• malicious software;
• illegal content;
• sexually exploitative content;
• unrelated sensitive personal information;
• content intended to deceive or harm another person.

23. Reporting safety and conduct concerns

Users should report serious or repeated violations as soon as reasonably possible.

A report should include:

• the reporter’s name and contact information;
• the assignment or account involved;
• the date and location;
• a clear description of what occurred;
• photographs, video, screenshots, or documents;
• names of witnesses;
• whether emergency services or authorities were contacted.

Reports should be truthful and made in good faith.

Knowingly false reports may themselves violate these Guidelines.

24. Emergencies and immediate danger

Rloop is not an emergency-response service.

In an immediate emergency:

• move to a safe location when possible;
• contact 911 or the appropriate emergency service;
• follow lawful instructions from first responders;
• notify Rloop after immediate safety needs have been addressed.

Users should not rely on platform support as a substitute for emergency assistance.

25. Investigations and cooperation

Rloop may investigate suspected violations using reasonably available information.

Relevant information may include:

• account records;
• service requests;
• communications;
• payment records;
• photographs and video;
• location or arrival records;
• uploaded documents;
• witness statements;
• prior complaints;
• information from insurers, facilities, authorities, or service providers.

Users must not destroy, alter, or fabricate relevant evidence.

Rloop may temporarily restrict accounts or payments while investigating a serious safety, fraud, identity, payment, or legal concern.

26. Enforcement actions

Rloop may take action based on the severity, credibility, frequency, evidence, risk, history, and surrounding circumstances.

Actions may include:

• education or warning;
• request for corrective action;
• removal of content;
• cancellation of an assignment;
• reassignment of a job;
• payment or payout review;
• temporary account restriction;
• suspension;
• permanent account termination;
• loss of Contractor eligibility;
• prevention of new account creation;
• referral to an insurer or payment provider;
• preservation of evidence;
• reporting to law enforcement or regulators.

Rloop may act immediately when necessary to protect people, property, funds, evidence, systems, or the public.

Rloop is not required to apply identical actions in every case when relevant facts differ.

27. Appeals and reconsideration

A user may request reconsideration of a suspension, termination, payout adjustment, or other material enforcement decision.

An appeal should include:

• the user’s name and account information;
• the decision being appealed;
• the reason the user believes the decision was incorrect;
• relevant evidence;
• any corrective action already taken.

Rloop may uphold, modify, or reverse a decision after review.

Submission of an appeal does not automatically restore platform access or release a disputed payment.

28. Retaliation is prohibited

Users may not retaliate against a person for:

• reporting a safety concern;
• making a good-faith complaint;
• participating in an investigation;
• declining unsafe or unlawful work;
• exercising a legal right;
• providing truthful information to authorities.

Retaliation may result in immediate restriction or termination.

29. Changes to these Guidelines

Rloop may update these Guidelines to reflect:

• platform growth;
• new service categories;
• new safety practices;
• new payment or identity systems;
• changes in law;
• lessons from platform operations.

Updated Guidelines will display a revised effective or last-updated date.

Material changes may require renewed acceptance or additional notice.