Extrais — Acceptable Use Policy & Community Guidelines
1. Purpose & spirit
Extrais is a neutral technology platform that connects Clients with independent local tradespeople ("Pros") for home and trade services chosen from a fixed, pre-approved category list. These guidelines exist to keep the Platform safe, honest, lawful, and private for everyone. We ask you to act in good faith, treat other users with respect, and use the Service only for its intended purpose. Where this AUP and the Terms overlap, both apply; where capitalised terms are not defined here, they have the meaning given in the Terms.
2. Walled-garden categories & excluded / regulated services
Clients may only request, and Pros may only offer, services that fall within the fixed, pre-approved category list built into the App. This "walled garden" exists for legal and safety reasons. You must not:
- create, request, or perform any service through free-text, creative re-labelling, or a category that does not genuinely match the work;
- use the Platform to arrange any service in an excluded or regulated field, including (without limitation) medical or healthcare services, legal services, financial, insurance, or investment services, security services, gas works (installation, repair, or certification of gas appliances or lines), and major electrical rewiring or other works that by law require a licensed or certified professional, regulatory sign-off, or a permit we cannot verify;
- arrange anything illegal, dangerous, or otherwise outside the approved categories, or attempt to make the Platform facilitate such work indirectly.
If you are unsure whether a service is allowed, do not post it — contact us first. We may remove any listing or quote that sits outside the approved categories, with or without notice.
3. Honesty — no fakes, no "ghosts"
Trust is the foundation of the Platform. You must not:
- post fake, "ghost", placeholder, duplicate, or speculative listings, or any request or job that is not a real, current need;
- write, solicit, exchange, buy, sell, or incentivise fake, manipulated, or non-genuine reviews or ratings, including reviewing your own account, a competitor, or a job that did not happen;
- use a false, stolen, or borrowed identity, impersonate another person or business, or misstate who you are;
- display fake, expired, forged, or misappropriated credentials, permits, licences, certifications, or verification badges (including the "Agréé" badge), or claim a qualification, authorisation, or insurance you do not hold;
- misrepresent your prices, availability, experience, or the scope or outcome of a job.
4. Respect — no harassment, discrimination, or threats
Treat everyone on the Platform with respect. You must not:
- harass, bully, stalk, intimidate, defame, or threaten any person, or incite others to do so;
- discriminate against, or use hateful, abusive, or demeaning language toward, any person on the basis of race, ethnicity, national origin, religion, gender, gender identity, sexual orientation, age, disability, or any other protected characteristic;
- post or send violent, sexual, obscene, or otherwise abusive content, or content that exploits or endangers minors;
- contact other users for any purpose other than the legitimate job at hand, or send unsolicited advertising, spam, or chain messages.
5. Keep it on-platform — no circumvention
Extrais protects users with in-app private calling and ephemeral chat so that no real phone numbers are exchanged and conversations are auto-deleted 24 hours after a job ends. To keep that protection working, and to keep the Platform sustainable, you must not:
- share or solicit real personal contact details (phone number, personal email, messaging-app handle, social-media profile, or home address) in order to take the conversation off the in-app calling and chat before it is appropriate;
- arrange to bypass the credit system or any fee, for example by agreeing to connect off-platform so a Pro avoids spending a credit after being accepted;
- encourage or pressure another user to circumvent the Platform's safety, privacy, or payment-unlock features;
- use the Service to advertise, recruit for, or drive traffic to a competing service or any unrelated business.
Once a Client has accepted a Pro and contact is unlocked, the parties may of course communicate and meet in person to do the job — what is prohibited is exchanging details specifically to defeat the protections above.
6. Security & technical integrity
You must not:
- scrape, crawl, harvest, or systematically collect data, listings, profiles, or other users' personal information from the Service by any automated or manual means;
- reverse-engineer, decompile, disassemble, or otherwise attempt to derive the source code, structure, or underlying ideas of the App;
- probe, scan, or test the vulnerability of the Service; breach or circumvent any security or authentication measure; or access data, accounts, or areas you are not authorised to access;
- introduce, upload, or transmit any malware, virus, worm, or harmful code, or launch any denial-of-service, overload, or other attack that disrupts or degrades the Service;
- use bots, automation, or fake accounts to interact with the Service, or interfere with any other user's use of it.
7. Intellectual-property & privacy rights
You must not:
- post, upload, or share content that infringes any copyright, trademark, trade secret, or other intellectual-property right, or that you do not have the right to share;
- infringe any person's privacy or data-protection rights — including collecting, storing, publishing, or misusing another user's personal data, images, or location for any purpose beyond the legitimate job;
- use the Extrais name, logo, or branding except as expressly permitted, or misuse third-party brands beyond descriptive (nominative) reference.
8. Consequences of breaking these rules
We may take any action we reasonably consider appropriate to protect the Platform, its users, and the public, with or without prior notice depending on the seriousness of the issue. Measures include, escalating as needed:
- Content removal — taking down a listing, quote, review, message, image, or profile element;
- Warning — a notice that conduct must stop;
- Freeze — temporarily restricting some or all account functions (for example pausing the ability to bid, contact, or be contacted) while we review;
- Suspension — withdrawing access for a period;
- Termination — permanently closing the account and barring re-registration.
We may also withhold or revoke a verification badge, report unlawful activity to the competent authorities, and preserve relevant records as the law requires or permits. Credits associated with an account closed for a breach of these rules are forfeited, except where mandatory consumer law provides otherwise; we do not refund credits used or lost as a result of your own violation. These measures are without prejudice to any other rights or remedies available to us or to affected users under the Terms or applicable law.
9. How to report a problem
If you see a listing, profile, review, message, or behaviour that breaks these rules — or anything unsafe, fraudulent, or unlawful — please report it. You can:
- use the in-app "Report" tools available on listings, profiles, and conversations; or
- email us at info@vitamedas.com with enough detail (who, what, and where in the App) for us to investigate.
For data-privacy concerns, write to the same address with "Privacy" in the subject line; see our Privacy Policy. We review reports in good faith and may act on them at our discretion, but we are a neutral intermediary and not an arbiter, insurer, or guarantor of any job or dispute. If you believe you are in immediate danger or a crime has occurred, contact your local emergency services or police first.
10. Changes to this Policy
We may update this AUP to reflect changes in the Service, our community, or the law. We will post the updated version with a new "Last updated" date and, for material changes, ask you to re-accept in the App. Continued use after changes take effect means you accept them.
11. Contact
TABA Tasarım İnşaat A.Ş. — info@vitamedas.com