Trust & Safety Policy

Safety First

The safety of our users is our highest priority.

We strive to identify risks early and reduce them before they affect our community.

Trust Through Transparency

We aim to communicate clearly about our policies, moderation practices and enforcement decisions whenever appropriate.

Fairness

We seek to apply our policies consistently and objectively while considering the specific circumstances of each situation.

Privacy by Design

Protection of personal information is integrated into the design of our Platform and services.

Human Oversight

Although we use automated technologies to improve safety, significant enforcement decisions may involve human review where appropriate.

Continuous Improvement

Threats evolve constantly.

We continuously improve our security measures, moderation processes and fraud prevention systems to respond to new challenges.

We regularly review our policies and safety technologies to ensure they remain effective and proportionate.

User responsibilities

Users are encouraged to:

• use strong and unique passwords;
• protect login credentials;
• avoid sharing accounts;
• keep recovery information up to date;
• report suspected unauthorized access immediately;

Shared responsibility

Protecting user accounts is a shared responsibility between Lovaio and every member of the community.

Fraud detection

To combat fraud, Lovaio may use:

• behavioral analysis;
• anomaly detection;
• risk scoring models;
• automated fraud detection;
• device and session analysis;
• AI-assisted detection technologies;
• manual investigations conducted by trained personnel;

Reporting suspicious activity

Users are encouraged to remain vigilant and report suspicious activity whenever they believe something appears unsafe or deceptive.

Early reporting helps us investigate incidents more quickly and better protect the community.

Warning signs

Users should be particularly cautious if another person:

• requests payment outside the Platform;
• creates unnecessary urgency;
• asks for confidential information;
• refuses to communicate transparently;
• attempts to move conversations away from Lovaio immediately after first contact;

Stop and report

If something feels suspicious, users are encouraged to stop communicating and report the interaction.

Exercise additional caution

Users should exercise additional caution when:

• prices appear unrealistically low;
• sellers refuse reasonable questions;
• payment is requested through unusual methods;
• excessive pressure is applied to complete a transaction quickly;
• a user refuses to provide reasonable information about an item;

Marketplace protection

Lovaio may remove listings or restrict accounts where fraudulent or deceptive activity is suspected.

Human-supported AI

Artificial intelligence is intended to support, not replace, responsible decision-making.

AI assists our moderation processes, but it is not intended to replace human judgment in significant enforcement decisions.

Human review

Where appropriate, significant enforcement actions may be reviewed by trained personnel before becoming final.

Continuous improvement

Lovaio continuously evaluates and improves its automated systems to reduce errors, improve fairness and respond to emerging threats.

Appeals

Where available, users may request a review of certain enforcement decisions through the appeal mechanisms provided by Lovaio.

Evidence-based decisions

Not every report results in enforcement action.

Decisions are based on available evidence, applicable policies and the specific circumstances of each case.

Reviewer training

Human review helps maintain fairness while allowing Lovaio to respond efficiently to safety concerns across a global community.

We continuously train reviewers and refine internal guidance to improve consistency and fairness.

How reports are evaluated

When reviewing reports, Lovaio may consider:

• the information provided by the reporting user;
• previous account history;
• technical indicators;
• available evidence;
• applicable laws;
• our internal safety policies;

Confidential investigations

To protect the integrity of investigations, Lovaio may not disclose all details regarding enforcement decisions or investigative methods.

Submitting intentionally false or malicious reports may itself constitute a violation of our policies.

Emergency response

Where appropriate and permitted by applicable law, Lovaio may:

• temporarily restrict access to accounts;
• preserve relevant information;
• cooperate with competent law enforcement authorities;
• take urgent measures necessary to protect users or the public;

Emergency services

Lovaio is not an emergency response service.

If you believe that someone is in immediate danger, you should contact your local emergency services without delay.

Looking ahead

Our goal is not only to respond to threats but also to anticipate them whenever reasonably possible.

We regularly assess emerging risks and adapt our Trust & Safety practices accordingly.

Limitations

Nothing in this Policy creates a guarantee that harmful content or abusive behavior can be completely prevented.

While Lovaio continuously works to improve safety and reduce risk, users remain responsible for exercising reasonable judgment when interacting with others and using the Platform.

Severability

If any provision of this Policy is determined to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Account Security

• Use a unique password.
• Enable multi-factor authentication where available.
• Never share verification codes.

Marketplace Safety

• Be cautious of unusually low prices.
• Meet in safe public places when possible.
• Inspect items before completing a transaction.

Communication Safety

• Do not click suspicious links.
• Never send confidential financial information.
• Report suspicious behaviour immediately.

Travel Safety

• Verify important travel information independently.
• Inform someone you trust when travelling alone.