Acceptable Use Policy

1. Overview

This Acceptable Use Policy ("AUP") governs your use of TrustAm's mobile application, website (www.trustamai.com), marketplace, payment services, and all related services (collectively, the "Platform"). This AUP supplements our Terms of Service and Privacy Policy.

By using the Platform, you agree to comply with this AUP. Violation of this policy may result in warnings, temporary suspension, permanent account termination, and/or referral to law enforcement authorities.

2. General Conduct

All users of the Platform must:

• Provide accurate and truthful information during registration, KYC verification, and all interactions on the Platform
• Maintain the security and confidentiality of their account credentials, transaction PIN, and authentication tokens
• Comply with all applicable Nigerian laws and regulations, including CBN directives and the Nigeria Data Protection Act 2023
• Treat other users, service providers, and TrustAm support staff with respect
• Report suspicious activity, security vulnerabilities, or policy violations to [email protected]

3. Prohibited Activities

The following activities are strictly prohibited on the Platform:

3.1 Financial Crimes

• Money laundering or structuring transactions to avoid reporting thresholds
• Terrorism financing or providing material support to designated persons or entities
• Fraud, including payment fraud, identity fraud, and marketplace scams
• Circumventing KYC requirements, transaction limits, or security controls
• Using stolen payment credentials, bank accounts, or identity documents
• Initiating unauthorized chargebacks or filing false disputes

3.2 Identity and Account Abuse

• Creating accounts with false, misleading, or stolen identity information
• Operating multiple accounts to circumvent limits, bans, or restrictions
• Sharing, selling, or transferring your account to another person
• Accessing or attempting to access another user's account without authorization
• Impersonating another person, business, or TrustAm employee

3.3 Marketplace Violations

• Listing or offering illegal goods or services
• Misrepresenting the quality, nature, or scope of services offered
• Accepting payment for services with no intention of delivering them
• Manipulating reviews, ratings, or trust scores through fake accounts or coordinated activity
• Harassing, threatening, or discriminating against other users
• Soliciting transactions outside the Platform to avoid escrow protections or platform fees
• Listing services that require professional licensing without holding the appropriate license

3.4 Technical Abuse

• Attempting to gain unauthorized access to TrustAm systems, servers, or databases
• Reverse engineering, decompiling, or disassembling any part of the Platform
• Using automated scripts, bots, or crawlers to access the Platform without authorization
• Introducing malware, viruses, or other harmful code
• Interfering with or disrupting the Platform's infrastructure or other users' access
• Exploiting bugs or vulnerabilities instead of reporting them responsibly

3.5 Prohibited Content

• Content that promotes violence, hatred, or discrimination based on race, ethnicity, religion, gender, sexual orientation, or disability
• Sexually explicit or pornographic material
• Content that infringes on intellectual property rights
• Spam, unsolicited commercial messages, or phishing attempts
• False or misleading information intended to deceive other users

4. Provider-Specific Rules

Service providers on the TrustAm marketplace must additionally:

• Complete KYC Tier 2 verification (BVN verification) at minimum before offering services
• Accurately describe all services, including pricing, scope, and timeline
• Respond to booking requests and customer messages in a timely manner
• Deliver services as described and agreed upon with the customer
• Maintain valid professional licenses or certifications where required by Nigerian law for their service category
• Not inflate prices, add hidden fees, or engage in bait-and-switch practices
• Cooperate with dispute resolution processes in good faith
• Provide valid settlement bank account details for receiving payouts

5. Enforcement and Consequences

TrustAm employs a progressive discipline approach to policy violations:

• Warning: For first-time minor violations, we may issue a warning with guidance on corrective action.
• Visibility Reduction: Providers who violate marketplace rules may have their profile visibility reduced in search results and recommendations.
• Temporary Suspension: For repeated or moderate violations, accounts may be temporarily suspended for a defined period. During suspension, the user cannot access the Platform or process transactions.
• Permanent Ban: For severe violations (financial crimes, fraud, identity theft, repeated serious offenses), accounts will be permanently terminated. Remaining funds will be handled in accordance with applicable law.
• Law Enforcement Referral: Violations involving criminal activity will be reported to the relevant Nigerian authorities, including the EFCC, Nigeria Police Force, and CBN.

6. Appeals

If you believe an enforcement action has been taken against your account in error, you may file an appeal:

• Submit your appeal via email to [email protected] within 14 days of the enforcement action
• Include your account details, a description of the action taken, and any supporting evidence
• Appeals are reviewed by a dedicated team and you will receive a response within 7 business days
• The appeal decision is final, except where further recourse is available under Nigerian law

7. Monitoring and Detection

TrustAm employs automated and manual monitoring systems to detect violations of this AUP. These include real-time transaction screening for AML/CFT compliance, fraud detection algorithms, trust scoring, content moderation queues, and periodic reviews by our risk and compliance team. All monitoring activities are conducted in compliance with the Nigeria Data Protection Act 2023 and our Privacy Policy.

8. Reporting Violations

If you encounter a violation of this AUP or suspect fraudulent or illegal activity on the Platform, please report it immediately:

All reports are reviewed by our Trust & Safety team. You will not be penalized for reporting in good faith.

9. Changes to This Policy

We may update this Acceptable Use Policy from time to time. Material changes will be communicated via in-app notification and email at least 7 days before they take effect. Continued use of the Platform after the effective date constitutes acceptance of the updated AUP.

10. Contact Us

For questions about this Acceptable Use Policy: