Incident Reporting Policy

Village Haven LLC, wholly owned by Heart Space Sanctuary, a faith-based 508(c)(1)(a) ministry.

This Incident Reporting Policy (this "Policy") describes how to report safety, trust, payment, privacy, and other incidents on the Village Haven marketplace platform.

Company: Village Haven LLC, a Wyoming limited liability company ("Village Haven," "we," "us," or "our")

Effective Date: October 24, 2025

Last Updated: February 2, 2026

1. Scope; Incorporation; Marketplace Posture

1.1 Scope. This Policy applies to all users of the Village Haven marketplace, including households/families seeking services ("Households") and caregivers/service providers offering services ("Providers"), and to all use of our websites, mobile apps, and related tools (the "Platform").

1.2 Incorporation. This Policy is incorporated into and forms part of the Village Haven Terms of Use: Terms of Use. It should be read together with:

• Community Standards & Safety Policy: Community Standards & Safety Policy
• Marketplace Guidelines: Legal & Policy Center
• Dispute Resolution Policy: Terms of Use
• Account Suspension & Termination Policy: Terms of Use
• Payment Terms & Refund Policy: Payment Terms & Refund Policy
• Privacy Notice and CCPA/CPRA Consumer Rights Policy: Privacy Notice and Privacy Request Form

1.3 Marketplace posture. Village Haven is a neutral technology marketplace. We do not provide caregiver services, do not employ Providers, and do not control how Providers perform services. Providers set their own prices (Provider Fee). Households pay the Provider Fee plus a separate Platform Fee (currently 15% of the Provider Fee, or as disclosed at checkout). Payments are processed through our third-party payment processor(s) (the "Payment Processor"): Stripe, Inc. ("Stripe"), through its Stripe Connect platform. We may use additional or successor payment processors from time to time, and references to "Payment Processor" in this Policy include any such processors.

1.4 No emergency services. Village Haven is not an emergency response provider and does not replace 911 or local emergency services.

1.5 No waiver of non-waivable rights. This Policy does not limit rights that cannot be waived under applicable law, including non-waivable California consumer protections.

1.6 Covered Jurisdictions. This Policy applies in all jurisdictions where the Platform is accessed or where Services are performed. Where Services are performed in California or involve California residents, mandatory California protections (including consumer protection, privacy, anti-discrimination, and safety laws) apply to the extent non-waivable.

2. Emergency Guidance

2.1 Immediate danger. If anyone is in immediate danger or there is an emergency, call 911 (or your local emergency number) immediately.

2.2 Time-sensitive child safety. If you believe a child is in immediate danger, call 911 immediately. You may also contact local child protection authorities.

2.3 Medical emergencies. For urgent medical needs, call 911 and/or seek immediate medical attention.

2.4 Platform reporting is not immediate assistance. Reports submitted through the Platform, email, or phone are reviewed as quickly as feasible but may not be read in real time.

3. Definitions

3.1 "Incident" means any event or alleged event involving safety, abuse, harassment, discrimination, fraud, payment integrity, privacy/security, property damage, injury, or regulated-services concerns that relates to Platform use, a booking, or user interactions.

3.2 "Reporter" means the person submitting an Incident report (Household, Provider, or other person).

3.3 "Involved User" means any user allegedly involved in, affected by, or having relevant information about an Incident.

3.4 "Booking" means a service engagement arranged via the Platform, identified by a booking or job ID.

3.5 "Personal Information" has the meaning stated in our Privacy Notice and applicable privacy laws (including CCPA/CPRA where applicable).

4. What to Report

You should report Incidents that include:

4.1 Safety, abuse, and child safety

• suspected or alleged abuse, neglect, exploitation, or endangerment
• violence, threats, intimidation, stalking, coercion
• sexual misconduct or inappropriate conduct involving a minor or vulnerable person
• unsafe caregiving practices creating a credible risk of harm

4.2 Harassment, hate, and discrimination

• harassment, bullying, unwanted contact, slurs, hate speech
• discrimination based on protected characteristics (e.g., race, color, religion, national origin, ancestry, sex, gender identity/expression, sexual orientation, disability, age, marital status, familial status, veteran status, or other legally protected status)

4.3 Fraud, scams, and platform integrity

• identity deception, impersonation, forged documents
• suspicious requests for money off-platform, phishing attempts
• manipulation of reviews/ratings
• suspected account takeover or unauthorized access

4.4 Payments, chargebacks, and booking disputes

• unauthorized charges, payment fraud, chargeback fraud
• attempts to move payment off-platform to avoid fees
• disputed cancellations connected to alleged misconduct or safety issues

4.5 Data, privacy, and security

• suspected security vulnerabilities, data exposure, unauthorized access
• improper sharing of another person's personal information (doxxing)
• suspected misuse of platform data

4.6 Property damage, theft, and injuries

• alleged property damage during a booking
• alleged theft or loss of property
• injuries occurring during or in connection with a booking

4.7 Regulated-services and licensing issues

• claims a Provider is offering regulated medical/nursing/therapy/counseling services without required licensure
• misrepresentation of licenses, certifications, insurance, or background-check status
• other conduct suggesting prohibited regulated services facilitated through the Platform

5. How to Report an Incident

5.1 Reporting channels. You may report an Incident via:

• In-app reporting: Report an Incident
• Email: hello@villagehaven.org
• Phone: +1 855 768 3073
• Mail (optional): 30 N Gould St Ste 100, Sheridan, WY 82801

5.2 When to report. Report as soon as reasonably possible after the Incident. For time-sensitive safety risks, call 911 first.

5.3 What to include. To help us triage and investigate, include:

• your name and account email/phone
• whether you are a Household or Provider
• booking ID(s), date/time, and location (city/state; do not post public addresses)
• names/usernames of involved users
• what happened (objective description; include timeline)
• whether anyone is injured or in immediate danger (and whether 911 was called)
• any evidence (photos, messages, receipts)
• any law enforcement or agency report number (if applicable)
• preferred safe method of contact and any safety constraints (e.g., "do not contact me by phone")

5.4 Confidentiality and safe communications. We will use reasonable efforts to handle reports discreetly and limit disclosures consistent with Section 10; however, we cannot guarantee complete confidentiality where disclosure is required to investigate, prevent harm, comply with law, or respond to legal process.

5.5 No unlawful evidence collection. Do not submit unlawfully recorded audio/video, hacked materials, or content that violates others' rights. If you are unsure, provide a description rather than sharing unlawful content.

6. Severity Levels and Response Targets

Note: Targets are goals, not guarantees, and may be affected by report volume, complexity, Payment Processor timelines, and legal constraints.

7. Mandatory Reporting; No Legal Advice; Cooperation with Authorities

7.1 No legal advice. Village Haven does not provide legal advice. This Policy is informational and does not create an attorney-client relationship.

7.2 Mandated Reporter Status. Certain Providers may qualify as "mandated reporters" under applicable law (including, without limitation, California Penal Code Section 11165.7 and related statutes governing child abuse reporting). Mandated reporter status is determined by statute and role, not by Village Haven. Providers are solely responsible for understanding and complying with all mandatory reporting obligations under applicable law.

7.3 Cooperation with law enforcement/child protective services. We may cooperate with law enforcement, child protective services, and regulators as required or permitted by law, including responding to valid legal process (subpoenas, court orders, warrants) and lawful emergency requests.

7.4 No promise to contact authorities. We may, but are not obligated to, contact authorities unless required by law. When we believe there is a credible and serious risk of harm, we may notify appropriate authorities consistent with law and our Privacy Notice.

8. Investigation Process

8.1 Investigation steps. Depending on severity, we may:

• acknowledge receipt and assign a case number
• request additional information from the Reporter and/or Involved Users
• review Platform records (messages, booking history, device/security logs, payment events) consistent with our Privacy Notice
• coordinate with the Payment Processor on holds, reversals, or chargeback disputes as allowed
• apply interim Account Actions under our Account Suspension & Termination Policy
• document findings and outcome rationale for internal records

8.2 What we generally do not do. We are not a court and do not determine civil or criminal liability. We may be unable to resolve "he said/she said" disputes without corroboration and may instead take risk-based Platform access actions.

8.3 User cooperation. You agree to cooperate with reasonable information requests within seven 7 days (or sooner if urgent). Failure to cooperate may limit our ability to act and may result in decisions based on available information.

8.4 Conflicts and safety constraints. To reduce retaliation risk, we may limit direct contact between users and require communications to occur only via the Platform, or we may restrict communications entirely.

9. Preservation of Evidence and Platform Records

9.1 Preserve what you have. If safe to do so, preserve relevant evidence (messages, screenshots, photos, receipts, timestamps). Do not alter metadata where possible.

9.2 Do not destroy evidence. Deleting messages or records to impede an investigation may result in Account Action.

9.3 Platform record preservation. Village Haven may preserve relevant Platform logs and records under a legal hold or investigation hold, consistent with law and our retention practices.

9.4 Third-party evidence. If evidence is held by third parties (e.g., building security footage), you may need to request it directly. We generally cannot compel third parties to provide evidence absent legal process.

10. User Communications; Transparency Limits

10.1 Status updates. We may provide high-level updates (e.g., "under review," "action taken") but may limit detail.

10.2 Why we may limit details. We may restrict disclosures to protect:

• privacy and safety of users
• integrity of investigations and fraud detection methods
• legal privilege and internal risk analysis
• compliance with legal process or law enforcement requests

10.3 No duty to disclose internal methods. We are not required to disclose internal risk scoring, investigative techniques, or security controls.

11. Non-Retaliation; Misuse of Reporting Tools; False Reporting

11.1 Non-retaliation. Retaliation against any person for making a good-faith report, cooperating in an investigation, or exercising legal rights is prohibited and may lead to suspension or termination.

11.2 False or bad-faith reports. Knowingly making a materially false report, fabricating evidence, or using reporting tools to harass others is prohibited and may result in Account Action.

11.3 Good-faith mistakes. If a report is made in good faith but later cannot be substantiated, that alone will not typically be treated as a violation.

12. Outcomes and Linkage to Other Policies

12.1 Possible outcomes. Depending on findings and risk, we may:

• take no action (or document for trend monitoring)
• issue education or warnings
• remove content or restrict features
• impose suspension or termination (see Account Suspension & Termination Policy)
• cancel or restrict bookings
• refer the matter to specialized queues (payments, fraud, trust & safety, privacy/security)

12.2 Payments/refunds/payout holds. Financial outcomes (refunds, credits, reversals, payout timing/holds) are governed by:

• Payment Terms & Refund Policy: Payment Terms & Refund Policy
• Payment Processor rules and timelines

12.3 Disputes between users. If the matter is primarily a dispute between a Household and Provider (quality of service, cancellations, etc.), we may direct users to the Dispute Resolution Policy: Terms of Use. We may still take separate safety or integrity actions as appropriate.

12.4 Regulated-services concerns. If we identify credible evidence of prohibited regulated-services activity or misrepresentation of licensure, we may remove content, restrict the user, require updated attestations, and/or terminate access.

13. Privacy; CCPA/CPRA Alignment; Data Minimization

13.1 Privacy alignment. We process personal information related to Incident reports as described in our Privacy Notice: Privacy Notice. We use incident data for safety, fraud prevention, dispute handling, compliance, and platform integrity.

13.2 Minimize sensitive information. Please avoid submitting unnecessary sensitive personal information. Do not submit Social Security numbers, full payment card details, or unrelated medical details unless specifically requested through a secure channel.

13.3 CCPA/CPRA rights. California residents may submit privacy rights requests (including access and deletion) under our CCPA/CPRA Consumer Rights Policy: Privacy Request Form. We may retain incident-related information as permitted by law (e.g., security, fraud prevention, legal obligations, exercising or defending legal claims).

13.4 Sale/Share. Incident-report information is not used for "selling" or "sharing" personal information as those terms are defined under CCPA/CPRA, except to the extent disclosed in our Privacy Notice regarding advertising/analytics and as limited by user choices and applicable law.

14. Record Retention; Legal Holds

14.1 Retention. We retain incident reports and associated records for at least seven (7) years, or longer where reasonably necessary for safety, fraud prevention, compliance, tax/accounting, dispute resolution, or to enforce our Terms and policies.

14.2 Legal holds. If we receive legal process or reasonably anticipate litigation or regulatory inquiry, we may preserve relevant records, including beyond ordinary retention periods.

14.3 Deletion requests and exceptions. If you request deletion, we will comply to the extent required, subject to lawful exceptions and legal holds.

15. Accessibility and Language Access

15.1 Accessibility. We strive to make reporting accessible. If you need accommodations, contact: hello@villagehaven.org

15.2 Language access. Where feasible, we may provide support in additional languages. Current supported language: English. If you need help in another language, indicate your preference in your report.

16. Internal Escalation, Governance, and Accountability

16.1 Internal ownership. Incident management is overseen by: Management Team, with support from Payments, Privacy/Security, and Legal as appropriate.

16.2 Escalation paths. We maintain escalation paths for:

• S0/S1 safety incidents: immediate routing to Trust & Safety on-call
• Child safety incidents: dedicated child-safety escalation and documentation queue
• Privacy/security incidents: routing to Security Incident Response (hello@villagehaven.org)
• Payment fraud/chargebacks: Payments operations hello@villagehaven.org

16.3 Training and quality control. We maintain internal procedures and training appropriate to the Platform's risk profile; we may update playbooks and controls as the Platform evolves.

16.4 No overpromises. While we aim to respond and act responsibly, we do not guarantee outcomes, specific actions, or user safety.

17. Changes; Versioning

17.1 Updates. We may update this Policy from time to time. We will post the updated Policy with revised Effective Date/Last Updated date. If changes are material, we will provide additional notice as required by law.

17.2 Change log

18. Contact Information

• Emergency: Call 911
• Incident Reporting: hello@villagehaven.org | +1 855 768 3073
• Safety Team: hello@villagehaven.org
• Payments Support: hello@villagehaven.org
• Privacy/CCPA Requests: hello@villagehaven.org | Privacy Request Form
• Legal Notices: hello@villagehaven.org | 30 N Gould St Ste 100, Sheridan, WY 82801