Via Hive — Client Deactivation & Appeals Policy (VH-CDA-2025)

Effective Date: October 2025 Next Review: October 2026
Jurisdiction: United States (Florida HQ) + Global Applicability
Document ID: VH-CDA-2025
Incorporated By Reference Into: Client Terms of Use (VH-CTU-2025-11) · Privacy Policy (VH-PP-2025) · Legal Overview (VH-LO-2025-R8)

1 · Purpose & Scope

Defines how Via The Hive LLC (“Via Hive,” “we,” “us”) may suspend, restrict, or deactivate a Client account and how Clients can appeal.
Goal → ensure marketplace safety, fairness, and integrity.

2 · Grounds for Deactivation

Category	Examples	Reference
Fraud / Misrepresentation	False identity, stolen card, chargebacks, phishing or impersonation	CTU §10 · Payment Center
Harassment / Abuse	Threats, insults, sexual harassment, hate speech toward Providers or staff	Safety Policy
Discrimination	Refusal based on race, gender, religion, disability or other protected traits	EEOC · Civil Rights Act
Data Security Violations	Off-platform contact, doxxing, data leaks	Privacy Policy §14
Payment Failure / Chargeback Fraud	Unauthorized reversals or payment disputes	Payment Center §7
Repeated Cancellations / No-Shows	Pattern of late cancellations or ghost bookings	CTU §8
False Claims / Policy Abuse	Submitting fraudulent damage or dispute claims	Dispute Resolution §12
Legal Mandate	Court order or law-enforcement request	§9

3 · Notification & Evidence

Written notice via email and in-app alert with reason code and summary of evidence.
Emergency suspension allowed for fraud or safety threats.
Notification Log Access: Clients may request full records of their deactivation notices.
Accessibility Clause: All notices and appeals available in multiple languages and ADA-compliant formats.

4 · Investigation Procedure

AI Risk Engine + Human Compliance Analysts review communications, transactions, and GPS logs.
Timeline: 7 business days (extendable to 30 for complex cases).
Findings retained 7 years in encrypted Audit Trail.

5 · Appeal Rights

File within 14 calendar days via [email protected] or in-app Appeal Form.
Provide supporting evidence or context.
Multi-Stage Review Board: Legal + Compliance + Operations representatives review.
Emergency Appeal Line: For identity or billing errors (24-hour review).
Written decision within 10 business days.
All outcomes logged in Audit Trail.

6 · Client Trust & Behavior Scoring

AI-driven Trust Score analyzes payment reliability, disputes, and communication conduct.
Low scores may limit booking access; consistent positive behavior restores full status.

7 · Reactivation Eligibility & Rehabilitation

May re-apply after 6 months (12 for fraud cases).
Must resolve outstanding balances or disputes.
Optional training modules (e.g., Respectful Communication, Fraud Prevention).
Compliance approval required before reinstatement.

8 · Immediate Permanent Deactivation

Instant and non-appealable for: proven fraud, violence, hate speech, threats, or legal orders.
Cross-Account Deactivation: banned Clients cannot create new accounts under any identity.

9 · Data Retention & Public Transparency

Records kept 7 years; shared only under lawful request.
Quarterly Transparency Reports: publish anonymized metrics on suspensions and reinstatements.
Annual Independent Audit: third-party review of Trust & Safety processes.
Community Advisory Panel: rotating Client + Provider members review aggregated metrics twice yearly.

10 · Privacy & Human Oversight

No automated-only deactivation. Every decision undergoes human review.
Data use follows Client Privacy Policy (VH-PP-2025).

11 · Non-Retaliation Statement

Submitting an appeal or report will never result in retaliation or reduced platform access.

12 · Public Policy Contact

Government or NGO requests → [email protected]

13 · Electronic Signature & Acknowledgment

By clicking “I Acknowledge,” Client accepts this Policy as part of the Via Hive Agreement.
Binding under E-SIGN Act and UETA.

Authorized Signatures

Via The Hive LLC By __________________________ Chief Executive Officer Date __________
Client (User) __________________________ Date __________