TiriVelo Inc. – Trust & Safety Incident
Response Policy
Effective Date: March 2026
This Trust & Safety Incident Response Policy (“Policy”) establishes the procedures TiriVelo Inc.
(“TiriVelo,” “we,” “our,” or “us”) follows when responding to safety, welfare, fraud, or misconduct
incidents involving users of the TiriVelo platform.
This Policy applies to incidents involving:
● Pet Owners
● Pet Care Providers
● Animals receiving services through the platform
● Third parties interacting with users during services
This Policy supplements and operates alongside the following documents:
● TiriVelo Terms of Service
● TiriVelo Provider Agreement
● Payments, Cancellations & Payouts Policy
● Pet Care Safety & Welfare Standards
This Policy is primarily intended to guide internal safety review and response procedures
and may be updated as the platform evolves.
For urgent safety concerns or incident reporting, contact:
info@tirivelo.com
1. Purpose of This Policy
The purpose of this Policy is to:
● Promote rapid response to safety concerns
● Protect the welfare of animals and users
● Establish structured investigation procedures
● Reduce fraud and platform abuse
● Ensure fair and consistent incident handling
● Maintain trust and safety across the TiriVelo platform
While TiriVelo facilitates services between users, it does not supervise in-person services
and cannot guarantee user conduct. However, the platform may take reasonable actions to
address safety concerns.
2. Types of Incidents Covered
This Policy applies to incidents including, but not limited to:
Animal Safety Incidents
● Pet injury
● Pet illness during services
● Lost pets
● Pet death
● Unsafe animal handling
User Safety Incidents
● Physical injury to a user
● Threatening or violent behavior
● Harassment or intimidation
● Unsafe service environments
Service Reliability Incidents
● provider no-shows
● service abandonment
● failure to return pets safely
● falsified service documentation
Fraud & Financial Incidents
● chargebacks
● payment fraud
● identity fraud
● off-platform payment solicitation
Platform Misconduct
● violation of platform policies
● repeated safety violations
● abuse of platform tools
Animal Welfare Incidents
● Neglect of animals
● Improper supervision
● Unsafe environmental conditions
3. Incident Reporting
Safety incidents may be reported by:
● Pet Owners
● Providers
● third parties
● platform monitoring tools
Users should report incidents as soon as reasonably possible.
Reports may include:
● description of the event
● time and location of the incident
● supporting documentation
● photos or videos when available
Users are expected to provide truthful and accurate information .
Knowingly submitting false reports may result in account suspension.
3A. Emergency Situations
This policy does not replace emergency services.
If a pet or person is in immediate danger, users should contact appropriate emergency services
before reporting the incident to TiriVelo.
Examples include:
• severe pet injury requiring urgent veterinary care
• threats of violence
• criminal activity
• medical emergencies
Once the immediate situation is addressed, users should report the incident to TiriVelo so the
platform can initiate a safety review.
4. Immediate Safety Response
When a serious safety concern is reported, TiriVelo may take immediate protective actions,
including:
● temporarily restricting accounts
● suspending booking capabilities
● freezing related payouts
● preserving platform data related to the incident
These actions may occur without prior notice where necessary to protect user or animal
safety.
Immediate action does not represent a final determination of responsibility.
5. Incident Severity Classification
Incidents may be classified by severity level.
Level 1 – Minor Incidents
Examples:
● minor service disputes
● minor pet discomfort
● minor reliability issues
Typical response:
● documentation review
● user education
● warning notices
Level 2 – Moderate Incidents
Examples:
● veterinary visits during service
● lost pet incidents
● service abandonment
● repeated reliability violations
Typical response:
● formal investigation
● temporary service restrictions
● safety warnings or strikes
Level 3 – Severe Incidents
Examples:
● pet death
● severe pet injury
● physical assault
● credible threats
● serious fraud
Typical response:
● immediate account suspension
● full safety investigation
● possible permanent account removal
● potential cooperation with authorities
5A. Immediate Escalation Events
Certain incidents may trigger immediate escalation and safety intervention by TiriVelo.
Examples include:
• pet death during service
• severe animal injury
• credible threats of violence
• alleged animal abuse
• suspected criminal activity
• serious fraud involving payment systems
In these situations, TiriVelo may immediately suspend accounts and initiate a formal safety
review.
6. Investigation Process
When an incident is under review, TiriVelo may evaluate available information including:
● Care Reports
● in-app communication logs
● booking history
● location data collected during active services
● user statements
● supporting documentation
Users may be asked to provide additional information during the investigation.
Failure to cooperate with safety investigations may affect account standing.
TiriVelo may also review historical platform activity when evaluating safety concerns.
6A. Evidence Integrity
Users participating in incident investigations must provide accurate and complete information.
TiriVelo may review digital records associated with platform activity including:
• service timestamps
• booking activity
• platform communication
• Care Reports
• location verification during active service windows
Tampering with evidence or intentionally misleading investigators may result in immediate
account suspension.
7. Temporary Account Restrictions
During investigations, TiriVelo may temporarily apply restrictions such as:
● booking suspension
● payout holds
● communication limitations
● account access review
These measures help prevent further incidents while investigations are conducted.
7A. Temporary Safety Locks
In certain circumstances, TiriVelo may apply temporary safety locks on accounts while reviewing
incidents.
Safety locks may restrict:
• new booking requests
• service acceptance
• messaging capabilities
• payout withdrawals
These restrictions help protect users and animals while investigations are conducted.
8. Financial Protections During
Investigations
If an incident involves financial risk or disputes, TiriVelo may:
● freeze related payouts
● delay payout release
● suspend disputed transactions
● review refund eligibility
These actions may be taken to ensure a fair investigation process.
Financial decisions will be made in accordance with the Payments, Cancellations & Payouts
Policy .
8A. Fraud Monitoring
TiriVelo may monitor transactions for signs of suspicious or fraudulent activity.
Examples include:
• unusual booking patterns
• payment authorization failures
• repeated refund requests
• excessive chargebacks
Accounts associated with suspected fraud may be temporarily restricted pending investigation.
9. Cooperation With Authorities
In certain circumstances, TiriVelo may cooperate with law enforcement or regulatory authorities.
This may occur in situations involving:
● criminal conduct
● animal abuse allegations
● fraud investigations
● threats to user safety
TiriVelo may provide relevant records where legally required.
10. Evidence Preservation
To support safety investigations, TiriVelo may preserve relevant platform data including:
● communication records
● booking history
● service documentation
● account activity
This information may be used for dispute resolution or safety reviews.
11. Resolution Outcomes
After reviewing an incident, TiriVelo may take actions including:
● issuing warnings
● applying reliability strikes
● restricting service capabilities
● requiring additional verification
● suspending accounts
● permanently removing users from the platform
Resolution decisions are made at TiriVelo’s discretion based on available evidence.
11A. Repeat Violations
Repeated safety or policy violations may result in escalating platform enforcement actions.
These may include:
• formal warnings
• reliability strikes
• temporary suspension
• permanent account removal
TiriVelo may evaluate patterns of behavior across multiple bookings when determining
enforcement actions.
12. Appeals & Additional Review
Users may request reconsideration of a decision if new information becomes available.
TiriVelo may review additional evidence but is not obligated to reopen previously resolved
incidents.
13. User Cooperation Expectations
Users are expected to cooperate in good faith during safety investigations.
Failure to cooperate may result in:
● account restrictions
● investigation closure based on available evidence
● suspension or removal from the platform
13A. Good Faith Participation
Users are expected to participate in good faith when resolving safety incidents.
This includes:
• responding to investigation requests
• providing accurate information
• avoiding harassment or retaliation against other users involved in a report
Failure to engage in good faith may affect account standing.
14. Privacy & Confidentiality
Incident reports and investigations may involve sensitive information.
TiriVelo will handle safety reports in accordance with applicable privacy obligations.
Certain information may be shared with relevant parties where necessary to investigate
incidents or comply with legal obligations.
TiriVelo may anonymize certain safety reports when sharing information with affected parties to
protect user privacy.
15. Platform Role & Limitations
TiriVelo operates as a technology platform facilitating connections between Pet Owners and
independent Providers.
TiriVelo does not supervise in-person services and cannot guarantee user conduct.
While TiriVelo may investigate safety concerns, it does not assume responsibility for the
independent actions of users.
16. Policy Updates
TiriVelo may update this Policy periodically to reflect evolving safety practices and platform
operations.
Updated versions will be posted with revised effective dates.
Continued use of the platform constitutes acceptance of updated policies.
17. Contact
For incident reporting or safety concerns:
TiriVelo Inc.
Email: info@tirivelo.com
Website: www.tirivelo.com