# DIREKT Marketplace Rules

## Provider obligations

Providers must:

- submit accurate identity, business, service and location information;
- possess required licences/qualifications for claims they make;
- update changed contact, location and operating information;
- not lend accounts or badges;
- not manipulate reviews, enquiries or verification evidence;
- communicate respectfully;
- comply with applicable law;
- cooperate with legitimate complaints and renewals.

## Customer obligations

Customers must:

- use enquiries for genuine service needs;
- not harass, discriminate against or threaten providers;
- not submit false reviews or complaints;
- avoid publishing sensitive personal data;
- pay providers according to independently agreed terms unless DIREKT processes the payment;
- use emergency authorities/services for immediate danger.

## Prohibited conduct

- impersonation;
- forged or stolen documents;
- bribery of reviewers/field agents;
- duplicate profiles intended to evade enforcement;
- misleading qualifications;
- illegal services or products;
- hate, exploitation or harassment;
- malicious review exchange;
- scraping or republishing private information;
- attempts to bypass platform security.

## Enforcement ladder

Depending on severity:

1. education/warning;
2. correction request;
3. feature restriction;
4. temporary delisting;
5. verification revocation;
6. suspension;
7. permanent removal;
8. preservation/escalation to appropriate authorities where legally required.

Serious safety or fraud risk may skip lower steps.

## Appeals

- identify the decision and permitted appeal window;
- provide a reason category without exposing protected investigation methods;
- use a reviewer not responsible for the original decision where practical;
- record evidence and outcome;
- limit repeated appeals without new information;
- retain safety restrictions during review where justified.

## Relationship disclaimer

DIREKT facilitates discovery and accountability. Unless a specific service contract states otherwise, providers are independent and DIREKT is not the employer or guarantor of service outcomes.
