Via The Hive LLC — Customer Terms of Use

Effective Date: September 6, 2025
Last Updated: October 18, 2025
Version ID: VH-CTU-2025-11
Next Review: January 2026

Recitals

WHEREAS Via The Hive LLC (“Via Hive”) operates a nationwide digital marketplace connecting clients (“Clients” or “you”) with independent service providers (“Pros”); and
WHEREAS Clients and Pros use the Via Hive platform to request, accept, perform, and complete lawful services under transparent terms; and
WHEREAS Via Hive is committed to ensuring safe, equitable, and compliant transactions under all applicable federal, state, and local laws;
NOW, THEREFORE, these Customer Terms of Use (“Terms”) form a binding legal agreement between you and Via The Hive LLC.

By accessing or using the Via Hive platform, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use the Services.

1. Key Definitions

“Job” means a service request booked through the Via Hive platform.
“Pro” means an independent professional who accepts a Job.
“Job Rate” means the rate type shown before booking (e.g., hourly, per-unit, or flat), excluding taxes and fees.
“Job Total” means the Job Rate × quantity/units plus applicable taxes and fees, as shown at checkout.
“Platform Fee” means the amount retained by Via Hive for providing the Services.
“Service Fee” means the amount payable to the Pro from the Job Total (less applicable processing fees).

“Services” means the Via Hive website, mobile apps, and related features, tools, and support offered by Via Hive.

“Platform” means the technology interface(s) provided by Via Hive through which Clients and Pros interact, including the website and mobile applications.

“User” or “Users” means any person or entity that creates an account or uses the Platform, including Clients and Pros.

2. What Via Hive Is (and Is Not)

2.1 Marketplace Disclaimer

Via Hive is a technology marketplace—not an employer, contractor, joint venturer, or agent of any Pro. Pros operate independent businesses and are responsible for their work, tools, insurance, and legal compliance. Via Hive’s role is limited to:
• providing a secure communication and booking platform;
• verifying user identities and documentation for trust and compliance;
• facilitating escrow-based payment processing through licensed third-party processors; and
• tracking service progress for transparency and safety.
Via Hive does not perform, manage, supervise, or control services offered by Pros and does not guarantee service quality, legality, safety, or completion.

2.2 No Liability for User Conduct

Via Hive is not responsible for any act, omission, negligence, misrepresentation, or criminal behavior of any user, including theft, property damage, assault, harassment, fraud, or unlawful activity. Users engage with others at their own risk and release Via Hive from related claims to the fullest extent permitted by law.

3. Eligibility and Accounts

3.1 Eligibility (18+)

You must be at least 18 years old and able to form a binding contract.

3.2 Account Security

Keep your account and payment details accurate and secure. You are responsible for all activity under your account.

3.3 Children’s Privacy (COPPA Compliance)

Via Hive does not knowingly collect personal information from children under 13 (15 U.S.C. §§6501–6506). If we learn we collected such data, we will delete it promptly.

3.4 Identity Verification & Background Checks

Via Hive may use government-issued IDs, selfies, biometric/liveness checks (with consent where required), and trusted partners (e.g., Stripe, Checkr) to confirm identity and prevent fraud. Attempts to falsify identity, credentials, or licensing may result in permanent suspension and referral to law enforcement.

3.5 Documentation & Fees

To maintain safety and compliance, Via Hive may collect identification, proof of address, tax forms, insurance certificates, and related materials, and may charge non-refundable processing or background-check fees. By submitting information, you authorize storage, review, and sharing with trusted providers or authorities for compliance and fraud prevention.

4. Booking, Pricing, and Payments

4.1 Rates, Taxes, and Job Total

You will see the Job Rate before booking. Taxes and fees may apply. The Job Total is displayed at checkout.

4.2 Pre-Authorization Hold

A temporary hold (e.g., up to two hours of the applicable rate or category equivalent) may be placed on your payment method.

4.3 Payment Processing

Payments are handled by Stripe in compliance with PCI DSS v4.0. Via Hive does not store card numbers.

4.4 Charge Authorization

You authorize Via Hive and Stripe to charge your stored payment method for booked Jobs, extensions, adjustments, and taxes/fees.

4.5 Receipts and Tips

Electronic receipts are provided. Tipping is optional and passed to the Pro (minus processor fees). Tips are non-refundable once a Job is closed, except in cases of proven fraud or mischarge.

4.6 Off-Platform Payments Prohibited (Non-Circumvention)

Users shall not solicit or complete Jobs off-platform with a party first introduced through Via Hive for up to twelve (12) months, to the extent permitted by law, and only for the scope of services introduced via the platform, unless expressly authorized in writing by Via Hive.

4.7 Transaction Review

Via Hive may withhold, delay, or review transactions if suspicious activity or fraud is suspected.

4.8 Taxes and Regulatory Fees

Each user is solely responsible for taxes related to their income. Via Hive does not withhold or remit taxes on users’ behalf unless required by law.

4.9 Escrow Handling & Release

Client payments are received, held, and disbursed by Stripe and/or its licensed affiliates under Stripe Connect. Via Hive does not itself hold customer funds and is not a money transmitter. Funds are released upon Client approval or according to platform policy. If a dispute is opened, funds may be held pending resolution. Via Hive is not a party to chargeback disputes between users and their financial institutions; users agree to cooperate with Stripe’s dispute-resolution process, and acknowledge card-issuer decisions are outside Via Hive’s control.

Via Hive (through Stripe) may hold reserves, delay or reverse payouts, or set off negative balances against future earnings to cover refunds, chargebacks, or processing fees consistent with the Stripe Connect Terms.

4.10 Background Checks & Verification Services

Via Hive partners with Checkr, Inc., a consumer-reporting agency, to conduct optional or mandatory background checks for certain categories under the FCRA (15 U.S.C. §1681 et seq.). Via Hive disclaims warranties as to the completeness or accuracy of background-check data and is not responsible for decisions made based on such data.

(a) Adverse-Action Compliance
If Via Hive considers taking adverse action based in whole or in part on a consumer report obtained through Checkr or another agency, Via Hive will provide the individual with a copy of the report and the FCRA Summary of Rights, allow a reasonable period to dispute inaccuracies, and, if action is taken, send a final adverse-action notice as required by 15 U.S.C. §1681m.

4.11 Promotions & Credits

Promo codes, credits, and referral rewards are single-use, non-transferable, have no cash value, and may be revoked in cases of fraud, abuse, or inactivity. Full terms will be disclosed at issuance. Where a promotion constitutes a financial incentive under the California Privacy Rights Act, Via Hive will disclose the value calculation method and obtain opt-in consent; users may withdraw at any time without affecting other Services.

4.12 Subscriptions and Auto-Renewal
Certain premium plans (e.g., Hive Plus or Hive Prime) renew automatically unless canceled. Renewal terms and pricing are shown at purchase. You may cancel anytime through your account settings before the next billing date. Renewal notices are sent at least 30 days in advance as required by applicable law. Partial-month refunds may be prorated where required by the California Automatic Renewal Law (CAL. BUS. & PROF. CODE §17600 et seq.).

5. Cancellations and Rescheduling

• Free Cancellation: Until the Pro taps “On My Way” (the in-app status indicating the Pro has departed to the Job) or two (2) hours before start—whichever is earlier.
• Late Cancellation Fee: 25% of the Job Total (cap $100).
• Missed Appointment: $35 or one (1) hour at the Job Rate, whichever is greater.
• Reschedule within late window: same fee as late cancellation.
• Pro Cancellation: If a Pro cancels, Via Hive may assist with rebooking or refund.

6. Job Performance and Reviews

6.1 Pro Methods & Client Cooperation

Pros control methods and tools. Clients must provide safe access and accurate instructions.

6.2 Reviews

Reviews must be honest and lawful. Via Hive may remove abusive, discriminatory, defamatory, or deceptive content.

6.3 Insurance and Liability Clarification

Via Hive maintains no general-liability, property-damage, or workers’ compensation insurance for services performed by independent Pros. Pros represent they maintain legally required and industry-standard insurance. Clients acknowledge Via Hive disclaims liability for losses arising from work performed by Pros; remedies are sought from the Pro or the Pro’s insurer.
Completion of onboarding or training does not create any employment, partnership, or agency relationship between the Pro and Via Hive.

6.4 AI Job Matching, Posted Jobs, and Claim-Based Services

Via Hive may use AI, geolocation, and automated decision systems to enhance matching and display “Posted Jobs.” Factors may include category, ratings, distance, availability, and reliability. Clients may post public listings; Pros may claim or make offers; parties may negotiate in-app. Via Hive is not a party to postings, offers, or negotiations.

6.5 Conflict Resolution and Non-Responsibility

Via Hive is not a party to disputes between Clients and Pros. Parties agree to attempt resolution directly; Via Hive may, at its discretion, facilitate communications without obligation to mediate.

6.6 Platform Moderation & Content Removal

Via Hive may remove, suspend, restrict, or hide content that violates these Terms, law, or community standards.

6.7 Recording and Surveillance Policy

Via Hive may capture timestamps, GPS, or user-uploaded photos for verification. Users must follow privacy and wiretap laws. Recording in bathrooms, bedrooms, or other private areas is prohibited.

By enabling location services, you consent to collection and use of precise geolocation data for routing, safety, and proof-of-service. Accuracy may vary by device and network.

6.8 Personal Safety and Assumption of Risk

Users acknowledge risks inherent in meeting others and assume such risks.

6.9 Independent Verification Responsibility

Via Hive’s verification is limited and not a guarantee. Clients should perform their own diligence.

6.10 Review & Content License

By submitting reviews or content, users grant Via Hive a worldwide, royalty-free, perpetual license to use and modify such content for operations, marketing, or compliance, and waive moral-rights claims to the extent permitted by law.

(Sections 6.6–6.10 constitute Via Hive’s Platform Operations & Safety Framework.)

7. Safety and Conduct

• Request only lawful services; disclose hazards; secure pets.
• Respect anti-discrimination laws.
• Cameras must not record Pros in private areas.
• Via Hive prohibits discrimination or harassment based on protected classes consistent with EEOC guidelines.

8. Prohibited Services and Items

No illegal, unsafe, or unlicensed work; no weapons, explosives, controlled substances, or emergency/first-responder use cases.

9. Communications Consent

By providing a phone number, you consent to receive autodialed or prerecorded text messages for transactional purposes (e.g., booking updates, safety alerts). Msg & data rates may apply. Reply STOP to opt out or HELP for help. Marketing messages require separate opt-in consent.

10. Third-Party Services

Maps, payments, and background checks may be provided by third parties (e.g., Google, Stripe, Checkr). Their terms and privacy policies apply.

11. Disclaimers and Limitations of Liability

Services are provided “as is.” Via Hive is not liable for indirect, incidental, special, consequential, or exemplary damages. Via Hive’s total liability for any claim is limited to the Platform Fees retained for the Job or $500, whichever is greater. Nothing in this Section limits liability for death, personal injury, fraud, willful misconduct, or non-disclaimable statutory duties where such limits are prohibited by law.

12. Indemnity

To the fullest extent permitted by law, you agree to indemnify, defend, and hold harmless Via Hive and its personnel from claims, damages, and costs (including reasonable attorneys’ fees) arising out of your use of the Services or breach of these Terms.

13. Dispute Resolution and Arbitration (AAA)

13.1 Informal Resolution (30 Days)

Before filing any claim, email [email protected] and allow thirty (30) calendar days for good-faith resolution.

13.2 Agreement to Arbitrate; Governing Law; Consumer Carve-Out

Except for small-claims matters within that court’s jurisdiction and claims for public injunctive relief where non-arbitrability is required by law, disputes shall be resolved by binding arbitration administered by the American Arbitration Association (AAA):
• Consumer disputes: AAA Consumer Arbitration Rules.
• Business-to-business disputes: AAA Commercial Arbitration Rules.
The Federal Arbitration Act (FAA) governs this Section and preempts inconsistent state law. Consumer-Protection Carve-Out: To the extent a state’s law prohibits enforcement of an out-of-state forum, class waiver, or arbitration provision for its residents, that law controls for those residents, and the affected term is modified only as necessary to comply.

13.3 Venue and Language

Arbitration shall occur in Miami-Dade County, Florida, in English, unless both parties agree otherwise.

13.4 Class Action Waiver

Disputes must be brought in an individual capacity only; no class, collective, or representative actions.

13.5 Costs and Fees

Each party bears its own attorneys’ fees and costs unless otherwise required by law or AAA rules.

13.6 Judgment on Award

The arbitrator’s decision is final and binding; judgment may be entered in any court of competent jurisdiction.

13.7 Opt-Out

You may opt out of arbitration by emailing [email protected] within thirty (30) days of first accepting these Terms (include name, account email, and a clear opt-out statement).

13.8 Privacy and Protective Orders

Personal data disclosed in arbitration remains subject to Via Hive’s Privacy Policy and applicable protective orders.

13.9 Severability and Survival

If any portion of §13 is unenforceable, the remainder remains enforceable to the maximum extent permitted by law. §13 survives termination.

13.10 Filing Information

Instructions available at www.adr.org.

13.11 Court Backstop

If arbitration is deemed unenforceable, exclusive venue lies in the state or federal courts of Miami-Dade County, Florida.

14. Privacy and Data Use

14.1 Privacy Policy

Data collection and processing are governed by the Via Hive Customer Privacy Policy (VH-PP-2025-11-R1).

For cookie preferences and “Do Not Sell or Share My Personal Information” controls under CPRA, see the Via Hive Customer Privacy Policy.

14.2 Processors

Via Hive uses trusted third parties including Stripe (payments) and Checkr (verification). Their terms apply in addition to these Terms.

14.3 Safeguards

Via Hive employs administrative, technical, and physical safeguards (e.g., SSL, AWS security, PCI DSS v4.0). No system is perfectly secure.

14.4 User Account Security

You are responsible for safeguarding credentials and devices.

14.5 Profile Visibility

Limited profile information (e.g., first name, photo, category, rating, review count) may be visible to other users.

14.6 Communications & Notifications

By creating an account, you consent to transactional emails/SMS/push notices. You may opt out of marketing at any time.

14.7 Age Restriction

The Services are for individuals 18+. We do not knowingly collect personal information from children under 13.

14.8 AI Use and Decision Transparency

Via Hive uses AI for matching, fraud detection, moderation, and safety monitoring. Certain decisions may be automated. Users may request human review of an automated decision that materially affects their rights (see §20.4).

14.9 Data Sharing & Storage Regions

Personal data may be stored/processed in the U.S. and other jurisdictions using reputable cloud providers, subject to law and our Privacy Policy.

14.10 AI Transparency & Limitation

AI outputs are recommendations only and do not guarantee availability, suitability, or outcomes.

14.11 Cybersecurity Limitation

To the extent permitted by law, Via Hive is not liable for unauthorized access or data loss resulting from events beyond its reasonable control (including third-party breaches, network or utility outages, device compromise, credential theft/phishing, or your failure to safeguard passwords or devices). Nothing in this Section limits Via Hive’s obligations under §14.12 or any non-waivable data-breach notification laws.

14.12 Security Incident Response and Breach Notification

14.12.1 Via Hive maintains a written Security Incident Response Plan consistent with NIST SP 800-61 Rev. 2.
14.12.2 Notification Timelines. Via Hive will notify affected individuals and, where required, regulators without unreasonable delay and no later than 30 days after confirmation of a breach, or sooner if applicable law requires. Where another law imposes a shorter period, Via Hive will comply with the shorter period.
14.12.3 Scope of Disclosure. Notices describe the incident, affected data, mitigation, and user steps.
14.12.4 Cooperation. Via Hive cooperates with law enforcement and regulators.

14.13 Biometric Information (BIPA Notice)

If biometric identifiers/templates are collected, Via Hive will obtain consent where required, use solely for verification/fraud prevention, never sell, store securely, and delete within three (3) years of last interaction or as required by 740 ILCS 14/15.

15. Termination

You may close your account at any time. Via Hive may suspend or terminate accounts for policy violations, fraud, or safety concerns.

15.1 Appeal of Termination
If your account is suspended or terminated, you may appeal within 14 days by emailing [email protected]. Via Hive will review and respond in a commercially reasonable time.

16. Changes to These Terms

We may update these Terms. Material changes will be announced in-app or by email and take effect 30 days after notice, unless a shorter period is required by law or for security/compliance emergencies.

16.1 Arbitration Change Clause

Changes to §13 apply only prospectively and not to disputes already filed. You may reject material changes to §13 within 30 days of notice by emailing [email protected]; your account will continue under the prior §13.

17. Compliance with Local Law

Each party agrees to comply with applicable permits, licenses, and business-tax requirements where services are performed. Clients confirm authority to authorize work; Pros confirm required licenses and insurance. Users represent they are not subject to U.S. sanctions and will comply with export-control laws.

17.1 Local Licensing & Business-Tax Compliance

Via Hive maintains required registrations (including Miami-Dade County Local Business Tax Receipt). Pros must maintain occupational licenses/permits as required; failure may result in suspension.

17.2 Government Regulations

Users agree to comply with applicable federal, state, county, and municipal laws. Via Hive may suspend/terminate non-compliant accounts.

18. Corporate Responsibility and Ethics

Via Hive upholds ethical conduct, diversity, equal opportunity, and sustainability, and respects human rights and labor laws in every jurisdiction.

19. Transparency Report Commitment

Via Hive publishes an annual Transparency Report summarizing safety actions, account closures, and verified law-enforcement requests, consistent with privacy obligations.

20. Interpretation

20.1 Judicial Venue and Governing Law

Any judicial proceeding to enforce an award, compel arbitration, or otherwise arising out of these Terms shall be brought exclusively in the state or federal courts in Miami-Dade County, Florida. Parties consent to personal jurisdiction and waive inconvenient-forum objections. These Terms are governed by U.S. and Florida law, without regard to conflicts principles. The CISG does not apply. Consumer-Protection Carve-Out: As stated in §13.2.

20.2 Intellectual Property and DMCA Notice

DMCA Agent: Via Hive Legal Department, 123 SE 3rd Ave #496, Miami, FL 33131 · Email: [email protected].
Via Hive is registered with the U.S. Copyright Office as a Designated Agent.

20.3 Good Faith and Fair Dealing

Parties will exercise rights and perform obligations under these Terms in good faith and consistent with fair-dealing standards.

20.4 Automated Decision-Making and AI Systems

Via Hive may use automated systems/AI to assist in matching, fraud detection, and analytics. These systems do not make binding legal or employment determinations. Users may request human review of any automated decision that materially affects their rights.

20.5 Export Compliance and Sanctions

Users represent they are not located in, controlled by, or a national/resident of a sanctioned country and will not use the Services contrary to OFAC or U.S. export-control laws.

21. Governing Language; Accessibility; App Stores

21.1 Governing Language & Accessibility (ADA)

These Terms are drafted in English; translations are for convenience only. Via Hive strives for WCAG 2.1 conformance and provides reasonable accommodations—contact [email protected] or [email protected].

21.2 App Store Terms (iOS Specific)

Apple Inc. is a third-party beneficiary of these Terms and may enforce them. Apple has no warranty or support obligations; those are provided by Via Hive. Your use must comply with the Apple Media Services Terms. For support or claims, contact [email protected].

21.3 Google Play Terms
Google LLC is not a party to these Terms and provides no warranty or support obligations. Your use of the Android app must comply with the Google Play Developer Distribution Agreement and Google Play Terms of Service.

22. Force Majeure

Via Hive is not liable for delays caused by events beyond reasonable control (e.g., natural disasters, labor disputes, government actions).

23. Severability; Entire Agreement; No Waiver; Survival; Confidentiality; Publication; Feedback; Hierarchy; Subpoenas; Cooperation; Assignment

23.1 No Waiver

No waiver is effective unless in writing and signed by an authorized officer of Via Hive. Delay or omission does not waive rights.

23.2 Survival

Sections 6.3, 11–13, 20.1, and 23 survive termination.

23.3 Confidential Information

Users shall not disclose non-public information obtained through the Services (including personal data, internal communications, or proprietary materials), except as required by law or authorized in writing.

23.4 Publication and Effective Dates

The current version is available at https://via-hive.com/terms. Archived versions are retained for at least five (5) years.

23.5 Feedback

Feedback you provide is non-confidential and becomes Via Hive’s property without restriction or compensation.

23.6 Interpretation Hierarchy

If there is any inconsistency, the order of precedence is: (1) these Terms; (2) incorporated policies; (3) in-app help.

23.7 Subpoenas & Cost Recovery

Requesting parties agree to reimburse Via Hive for reasonable attorneys’ fees, staff time, and administrative costs associated with responding to lawful compulsory demands.

23.8 Mutual Cooperation

Users agree to cooperate with Via Hive and authorities in investigations of safety incidents, fraud, or legal complaints.

23.9 Assignment

You may not assign or transfer these Terms, by operation of law or otherwise, without Via Hive’s prior written consent. Via Hive may assign these Terms, in whole or in part, to an affiliate, successor, or acquirer without your consent.

23.10 Severability

If any provision of these Terms is found unenforceable, that provision will be reformed to the minimum extent necessary to render it valid and enforceable, and the remaining provisions will continue in full force and effect.

23.11 Entire Agreement

These Terms, together with any policies expressly incorporated by reference, constitute the entire agreement between you and Via Hive regarding the Services and supersede all prior or contemporaneous agreements on the same subject matter. No oral or informal terms modify these Terms.

24. Change-Log and Version Control

Each revision supersedes all prior versions. Archived versions are available upon written request.

Version ID	Effective Date	Summary	Approved By
VH-CTU-2025-01	2025-09-06	Initial release.	CEO & Legal Counsel
VH-CTU-2025-02	2025-10-18	Added FAA, Local-Law, Transparency, and Interpretation clauses.	CEO & Legal Counsel
VH-CTU-2025-03	2025-10-18	Added Insurance & Liability Clarification; Local Licensing Compliance.	CEO & Legal Counsel
VH-CTU-2025-04	2025-10-18	Added COPPA and BIPA clauses.	CEO & Legal Counsel
VH-CTU-2025-10	2025-10-18	Consolidated arbitration to §13; App Store clause; E-SIGN withdrawal.	CEO & Legal Counsel
VH-CTU-2025-11	2025-10-18	Florida breach notice (30-day), liability carve-outs, non-circumvention.	CEO & Legal Counsel

25. Contact and Notices

Via Hive maintains a verified physical business office suitable for service of process under federal and Florida law.

Via The Hive LLC

123 SE 3rd Ave #496, Miami, FL 33131

Registered in Florida, Document No. L20000005962. EIN ending in 9314.

Email: [email protected] | [email protected]

Legal notices are deemed received five (5) business days after registered mailing.

26. Certification; Electronic Signatures

26.1 Electronic Signature Consent (E-SIGN)

By clicking “Agree,” creating an account, or using the Services, you consent to transact electronically under the E-SIGN Act (15 U.S.C. §7001 et seq.).

26.2 Withdrawing Consent / Paper Copies

You may withdraw E-SIGN consent or request paper copies by emailing [email protected]. Withdrawal may impact your ability to use the Services. Reasonable fees may apply where permitted by law.

26.3 Severability of Electronic Signature

If any portion of this electronic-signature consent is invalid, the remainder continues in full force.

27. Prevailing Party and Attorneys’ Fees

In any legal or arbitration proceeding related to these Terms, the prevailing party is entitled to recover reasonable attorneys’ fees and costs, in addition to other relief available at law or equity.

28. Consumer Refund & Chargeback Policy

28.1 48-Hour Quality Window

If a Client reports a material service-quality issue within 48 hours after completion, Via Hive may, in its discretion, facilitate resolution, issue a partial refund/credit, or deny the request based on evidence.

28.2 Evidence

Clients must provide reasonable evidence; Pros may provide counter-evidence.

28.3 Escrow Hold

Funds may remain in escrow during review; absent a dispute within 48 hours, funds may auto-release.

28.4 Chargebacks

Users will cooperate with Stripe’s dispute workflow. If a chargeback is granted, Via Hive may reverse payouts and assess recovery fees; abusive chargebacks may lead to account action.

28.5 No Fiduciary Duty

Refund decisions do not create a fiduciary duty and do not waive arbitration under §13.

29. Emergency Suspension & Force Majeure Expansion

29.1 Emergency Actions

In addition to §22, Via Hive may temporarily limit/cancel Jobs; restrict categories; require safety attestations; delay payouts; or issue credits/refunds due to public-health events, disasters, government orders, cyber incidents, or widespread outages.

29.2 No Liability

Via Hive is not liable for reasonable emergency actions taken to comply with law or protect safety. Remedies are limited to credits/refunds authorized under §§22 and 28.

30. Anti-Corruption, Conflicts & Whistleblower

30.1 Zero-Tolerance

No bribes, kickbacks, or improper payments.

30.2 Compliance

Users comply with the U.S. FCPA and applicable ethics laws.

30.3 Conflicts

Disclose material conflicts that could influence a Job.

30.4 Non-Retaliation

Good-faith reports are protected; violations may result in termination and referral to authorities.

31. Consumer Bill of Rights and Complaint Handling

31.1 Right to Safe and Transparent Service

Users have the right to clear pricing, lawful services, safe environments, and transparent dispute procedures.

31.2 Right to Fair Resolution

Submit complaints to [email protected] or via the in-app Help & Resolution portal. Via Hive will:
• Acknowledge within 10 business days; and
• Provide a written determination or next-step plan within 30 calendar days.

31.3 Non-Retaliation

Users will not be penalized for good-faith complaints.

31.4 Data & Privacy Information

Users may request copies of stored personal data per §14. Responses follow applicable law (generally 45 days under CCPA/CPRA).

31.5 Transparency Reporting

Aggregate complaint statistics may appear in the annual Transparency Report (§19).

31.6 Escalation to Regulators

If unresolved after 30 days, users may contact their state consumer-protection agency or the FTC.

32. Business Continuity and Disaster Recovery

32.1 Continuity Program

Via Hive maintains redundant infrastructure, daily encrypted backups, and multi-region failover.

32.2 Recovery Objectives

Objective: restore critical functionality within 24 hours and full operations within 72 hours, subject to external network availability.

32.3 Annual Review and Testing

Procedures are reviewed and tested at least annually per NIST SP 800-34 Rev. 1 and ISO 22301 principles.

32.4 Limitation of Liability

Via Hive is not liable for losses caused by Force Majeure events beyond reasonable control (§§22, 29).

33. Training, Certification, and Competency

33.1 Mandatory Orientation

Pros may be required to complete onboarding (safety, professionalism, communication, local-law awareness).

33.2 Ongoing Certification

Regulated categories (e.g., construction, healthcare, childcare, security) require continuing education/license updates; Pros are responsible for compliance.

33.3 Verification

Via Hive may verify completion via uploads or partner APIs; failure may result in suspension (§15).

33.4 Record Retention

Training/certification records may be retained up to seven (7) years.

34. Environmental and Sustainability

Via Hive supports environmentally responsible operations and resource-efficient logistics. Pros must comply with environmental, waste-disposal, and pollution-control laws. Via Hive may promote eco-friendly options and digital receipts.

35. Supplier Code of Conduct and Fair-Labor Practices

Pros, subcontractors, and affiliates must comply with lawful labor practices, including minimum-wage, overtime, and anti-child-labor rules under the FLSA. Maintain safe workplaces consistent with OSHA and local requirements. Non-discrimination applies to employment and subcontracting decisions. Material violations may result in termination and reporting.

36. AI and Algorithmic Accountability

36.1 Governance and Audit

Via Hive audits AI systems (matching, fraud detection, moderation) for bias, fairness, and accuracy at least annually, consistent with AI Bill of Rights (2023) and EU AI Act (2024) principles.

36.2 Transparency Reports

Summaries of AI-audit results and corrective actions may be included in the Transparency Report (§19).

36.3 Human Review Right

Users may request human review of automated decisions that materially affect access or use.

36.4 No Guarantee of Outcome

AI recommendations are informational only.

37. Third-Party Beneficiary Disclaimer

Except as expressly stated (e.g., §21.2 for Apple), nothing in these Terms confers rights on third parties.

38. Government-Use and Procurement Compliance

Services are “commercial items” under FAR 2.101 and DFARS 252.227-7015; government users acquire only standard public rights (FAR 12.212; DFARS 227.7202). Users must comply with U.S. export controls and sanctions (§20.5). Records may be made available to authorized auditors as required by law. Via Hive maintains active SAM.gov registration and required business registrations.

Schedules

Schedule A — Fees and Windows (Summary)

• Free Cancellation: until “On My Way” (the in-app status indicating the Pro has departed to the Job) or 2 hours before start.
• Late Cancellation Fee: 25% of Job Total (cap $100).
• Missed Appointment: $35 or 1 hour at the Job Rate, whichever is greater.
• Reschedule within late window: same as late cancellation.
Exact fees and windows appear in-app and may vary by category and location.

Schedule B — Glossary of Fees & Amounts (Reference)

• Job Rate: The base rate type (hourly, unit, or flat) shown pre-booking.
• Job Total: Job Rate × units plus taxes/fees displayed at checkout.
• Platform Fee: Amount retained by Via Hive for Services.
• Service Fee: Amount payable to Pro from the Job Total (less processing).
• Processing Fees: Card/ACH and dispute fees charged by payment processors.

Schedule C — Insurance Requirements Matrix

Service Category	Minimum Insurance Coverage	Proof of Verification	Renewal
Construction / Home Improvement	$1M General Liability + Workers’ Comp	Annual COI upload via dashboard	12 mo
Cleaning / Janitorial	$500k General Liability	COI upload	12 mo
Transport / Delivery / Courier	Auto Liability ($300k min) + Cargo	Proof of policy and VIN match	12 mo
Personal Care / Wellness / Spa	Professional Liability (“malpractice”) $250k min	License + COI upload	12 mo
Technical / IT / Consulting	Errors & Omissions (E&O) $500k min	E&O certificate upload	24 mo
All Other Categories	As required by law or industry standard	Self-attestation or COI	12 mo

Notes: Random audits or automated COI checks may occur. Failure to maintain coverage may result in suspension (§15). Matrix may be updated to reflect regulatory changes.

Schedule D — Data Retention and Destruction Policy (Reference)

Record Type	Retention Period	Governing Law / Reason
Account Information	7 years after last activity	IRS & State Business Records
Financial & Stripe Logs	10 years	FinCEN & Bank Secrecy Act
Background Verification Data	5 years	FCRA
Chat & Communication Logs	3 years	Operational Audit
Complaints / Disputes	4 years	FTC Consumer Protection
Legal Requests / Subpoenas	Minimum 5 years	ECPA & SCA

Deletion follows NIST SP 800-88 Rev. 1 (secure deletion or irreversible anonymization).

Schedule E — Vulnerable Persons and Safeguard Policy

• Jobs involving direct care for minors, elderly, or persons with disabilities require enhanced background clearance and proof of licensure.
• Unsupervised work in schools, day-care centers, nursing homes, or similar facilities is prohibited without verified authorization and insurance.
• Violations may result in permanent termination and referral to law enforcement.

Schedule F — Ethics and Anti-Corruption Reference

• Applicable Laws: U.S. FCPA (15 U.S.C. §78dd-1 et seq.), Florida Code of Ethics §112, UK Bribery Act 2010 (for international contracts).
• Annual Certification: Pros/vendors must attest electronically during renewal.
• Reporting Channel: [email protected] or anonymous hotline (when available).

This document (VH-CTU-2025-11) supersedes all prior Terms and is effective September 6 2025, last revised October 18 2025.

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