Trust and Safety

1. Our Safety Standard

REOS is a private, role-based community platform — not an open social network. It is designed to support security, transparency, accountability, and governance within residential, commercial, and mixed-use communities without exposing members, workers, or property staff to unnecessary risk.

This Trust and Safety Policy ("Policy") supplements the REOS Privacy Policy and REOS Terms and Conditions, and is incorporated into the Agreement by reference. Any conflict between this Policy and the Terms shall be resolved in favor of the Terms.

2. Scope

This Policy applies to all Users across:

• The resident mobile application;
• The guard station mobile application;
• The builder admin portal;
• The super admin portal;
• The REOS website and support channels;
• All community modules, including visitor management, gate logs, worker tracking, household access, billing, posts, comments, events, polls, listings, banners, notices, and support communications.

3. What We Protect

We give special protection to:

• Gate, visitor, and emergency-entry records;
• Worker and access-control records;
• Household and family access linkages;
• Maintenance and REOS subscription billing data;
• Uploaded photos, documents, and society work images;
• Committee actions, approvals, and governance decisions;
• Moderation history and trust signals;
• Audit logs and security event logs;
• Administrative and super-administrative actions;
• Personal Data of all User categories — residents, guards, committee members, concierge staff, builder admins, and super admins.

4. Prohibited Behaviour

The following conduct is strictly prohibited and may result in immediate suspension, termination, removal of content, and/or referral to law-enforcement authorities:

4.1 Personal Safety Violations

• Harassment, intimidation, stalking, threats, or abuse of any User, guard, worker, child, or staff member;
• Hate speech, discrimination, or content that targets a person or group on the basis of religion, caste, race, ethnicity, sex, gender identity, sexual orientation, disability, or any other protected characteristic;
• Non-consensual sharing of personal photos, videos, or private information ("doxxing");
• Sexual harassment, obscene content, or content that sexualizes minors.

4.2 Impersonation and Fraud

• Impersonation of residents, guards, admins, builders, committee members, society staff, or any other person;
• Creation of fake or duplicate accounts;
• Fake visitor approvals or false emergency entries;
• Payment fraud, fake receipts, or misrepresentation of financial transactions;
• Manipulation of polls, RSVPs, ratings, or committee actions.

4.3 Platform Abuse

• Unauthorized access to another unit, building, society, or Tenant;
• Sharing of login credentials or OTPs;
• Uploading malware, phishing links, ransomware, or harmful files;
• Scraping, harvesting, or exfiltrating data;
• Bypassing role-based access controls, rate limits, or security mechanisms;
• Reverse engineering, decompiling, or tampering with the Platform.

4.4 Community Misconduct

• Misuse of polls, comments, notices, or community features;
• Spam, unsolicited advertising, or commercial solicitation outside Platform-approved channels;
• Posting illegal goods or services;
• Misleading or fraudulent property listings;
• Misuse of emergency entry, panic, or safety features.

4.5 Unlawful Conduct

• Any activity that violates the Indian Penal Code, 1860 / Bharatiya Nyaya Sanhita, 2023, the Information Technology Act, 2000 and rules made thereunder, the Protection of Children from Sexual Offences Act, 2012 (POCSO), or any other applicable law.

5. Gate and Visitor Safety

Gate and visitor tools must be used honestly, accurately, and in real time. Specifically:

• Guards must record visitor entries truthfully, including identity, purpose, host, and time;
• Residents must not coerce guards into making false entries or approvals;
• Emergency access features are reserved for genuine urgent situations such as medical, fire, or law-enforcement events;
• False emergency triggers, fake visitor approvals, or fabricated identity claims are serious violations and may result in immediate restriction, suspension, and reporting to property management and/or police.

Gate logs are retained as part of community security records and may be reviewed by authorized committee members, builder admins, super admins, and law-enforcement authorities upon lawful request.

6. Worker Privacy and Safety

Worker tracking exists for access management and community safety only. Users must:

• Treat worker data with the same care as their own Personal Data;
• Not publish or share worker information outside the Platform;
• Not harass, discriminate against, or unlawfully restrict workers;
• Comply with applicable labour laws, including the Code on Wages, 2019 and any other applicable enactments.

Workers (or their authorized representatives) have the right to request access to or correction of their data held in REOS, in accordance with the Privacy Policy.

7. Household and Family Access

Household and family access features must be used responsibly:

• Only authorized adults may add household members;
• Where a household member is a minor, access must be created and managed by a parent or legal guardian;
• Sharing household credentials with non-residents or unauthorized persons is prohibited;
• Household members must abide by these Terms and Policies.

8. Community Content Safety

Posts, comments, notices, events, polls, and listings must be lawful, relevant to the community, and respectful. We may remove content that is:

• Unsafe, threatening, or harmful;
• Misleading, fraudulent, or deceptive;
• Abusive, defamatory, or harassing;
• Unrelated to the Platform's purpose;
• In violation of intellectual property rights;
• In violation of Rule 3(1)(b) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

We act as an "intermediary" under Section 79 of the Information Technology Act, 2000 and exercise our content-moderation rights without thereby assuming responsibility for User Content.

9. Property Exchange and Listings Safety

The internal property listings module is intended only for verified community members within a Tenant. Even within the community:

• Innodel Technologies Pvt. Ltd. is not a broker, agent, or party to any transaction;
• Listings are not verified for accuracy, ownership, pricing, or legal compliance;
• Users must independently verify all material facts, including title, occupancy, pricing, and legal status, before entering any transaction;
• Off-Platform payments and side agreements are entirely at the Users' own risk.

10. Child Safety

REOS is committed to the protection of children. We have zero tolerance for:

• Sexualization of minors in any form;
• Child sexual abuse material (CSAM);
• Grooming, solicitation, or harmful contact with minors.

Suspected violations will be reported to the National Cyber Crime Reporting Portal (cybercrime.gov.in), the National Commission for Protection of Child Rights (NCPCR), and other appropriate authorities under the Protection of Children from Sexual Offences Act, 2012 (POCSO) and the Information Technology Act, 2000.

11. Moderation and Enforcement

We may, at our reasonable discretion and without prior notice:

• Remove, hide, or restrict access to User Content;
• Restrict features, throttle activity, or apply rate limits;
• Suspend or terminate accounts;
• Reverse approvals or transactions where lawfully permitted and operationally feasible;
• Lock or restrict Tenants in cases of systemic abuse;
• Escalate serious violations to property management, builders, committees, regulators, and/or law-enforcement authorities;
• Preserve evidence for investigations and legal proceedings.

Enforcement decisions are made based on the totality of available information, including reports, audit logs, and the conduct's impact on community safety.

12. Reporting Violations

To report a violation, abuse, harassment, stolen account, suspicious payment, unauthorized gate activity, harmful file, privacy violation, fake profile, or any other safety concern, contact:

When reporting, please include (where available):

• Your name, role, and Tenant;
• A description of the incident, including date, time, and location;
• Names or identifiers of the persons involved;
• Screenshots or other evidence;
• Whether the matter has been reported to the police or other authority.

For immediate emergencies (medical, fire, security, or threat to life), please contact local emergency services (112, 100, 101, 102) directly. REOS support is not a substitute for emergency services.

13. Appeals

If you believe a moderation, suspension, or other enforcement action was taken in error, you may appeal by writing to support@reoslabs.in within 15 days of the action. Your appeal should include:

• The action you are appealing;
• The reason you believe the action was incorrect;
• Any supporting information.

We will review the appeal and respond within 15 days, in accordance with the timelines under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Decisions on appeal are final, subject to your rights under applicable law.

14. Cooperation with Law Enforcement

Innodel Technologies Pvt. Ltd. cooperates with law-enforcement authorities and regulators in response to lawful requests, including under:

• The Code of Criminal Procedure, 1973 / Bharatiya Nagarik Suraksha Sanhita, 2023;
• The Information Technology Act, 2000 (including Sections 69, 69A, and 79);
• The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
• Any other applicable law.

We may disclose information, preserve data, and provide assistance as required by lawful process, while applying appropriate scrutiny to protect User rights.

15. Grievance Officer

Pursuant to the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:

The Grievance Officer will acknowledge complaints within 24 hours and resolve them within 15 days from receipt, in accordance with applicable law.

16. Changes to This Policy

We may update this Policy from time to time to reflect changes in our practices, technology, legal requirements, or community needs. Material changes will be communicated through the Platform or by email. Your continued use of the Services after such changes constitutes acceptance of the updated Policy.

17. Contact

For trust and safety concerns, abuse reports, or appeals: