OnCallable Application Rules & Community Guidelines

Last Updated: 20-December-2025

Effective Date: November 1, 2025

This document applies to all users of the OnCallable platform: Customers and Job Service Providers

This single document combines our operational rules with public-facing Community Guidelines that govern user activity on the OnCallable mobile application.

Definitions

OnCallable Governing Documents: EULA, Terms of Use, Privacy Policy, and OnCallable Application Rules & Community Guidelines

Customer: A user that posts a job within the OnCallable application for bid and completion by a service professional

Job Service Provider: A user that responds to jobs posted by Customers with a bid and timeline to complete the job and subsequently completes the job

Who & What is OnCallable

OnCallable is a private network of trusted users residing with a mobile application to facilitate completion of services between members. All members are required to complete Know Your Customer (KYC) verification prior to using the mobile application.

Within the OnCallable mobile application users sign up as Customers or Job Service Providers. Customers have the ability to post jobs using supported service templates. Job Service Providers have the ability to bid and propose a timeline to complete the jobs. Job Service Providers also inherit Customer privileges also having the ability to post jobs for other Job Service Providers.

The OnCallable platform also ensures payment is secured for both Customers and Job Service Providers prior to the start of any job. Customers pay the entire fee required by a Job Service Providers bid in advance. Payment is held in escrow until the job is completed satisfactorily or dispute resolution is completed. Payment is disbursed to the Job Service Providers or refunded to the Customer when the job is closed.

OnCallable members will maintain a user profile visible to other users and can post reviews within the application following a closed service opportunity.

OnCallable Mobile Application Rules

General

1. Read, understand your consent, and abide by the OnCallable EULA and terms of use
2. All users will accurately represent themselves in their member profile
3. Users will refrain from using abusive, harassing, or discriminatory language
4. All users will complete KYC (Know Your Customer) verification which includes providing:
   • Proof of identity in the form of a Government issued photo ID (drivers license, passport, government ID card) from a recognized government authority.
   • Proof of address (bill or other document that supports your full name and provided address)
   • Selfie for security verification that incorporates your proof of identity.

Communication

1. In-app messaging is only available within job posts and is entirely contained.
2. OnCallable is not intended and does not serve as a tool for any communication outside the scope of a specific job post.
3. OnCallable is not responsible for and is unable to consider any methods of communication that take place outside of the OnCallable mobile application for dispute resolution.
4. Conditions that result in mandatory email notification from OnCallable include but are not limited to the following:
   • Strike enforcement
   • Suspension enforcement
   • Ban enforcement
   • Appeals

Customers

1. Customer must accurately represent the job they're posting

Job Service Providers

1. Job Service Providers must stand by their bid on a job post
2. Job Service Providers must deliver their advertised services to the best of their ability and complete successfully scheduled jobs in accordance with agreed upon schedule.
3. Job Service Providers also have the role of Customers.
4. In-app role switching is available for Job Service Providers to also post jobs.
5. Job Service Providers cannot bid on jobs posted by their own account via role switching.

User Account Strikes

OnCallable implements a user strike system that will directly impact the status of a user account. Some strikes have a grace period allowing the other party to correct behaviour before action is taken. For example, no show Job Service Provider will allow the Customer to cancel and automate refund only after 48 hours of no action on the Job Service Provider. Reported strikes have a grace period where the opposing party can correct their behaviour prior to the strike being recorded.

User account status including the status of account strikes will be made available in a clear and easy to understand manner on the Users member profile.

User Strikes automatically expire after 180 days from the date of their issue.

Problem Report Strikes

Users have the ability to report problems with other users that may result in a strike. If a problem is reported the defending user must remediate the situation within 48 hours of the report. Acceptable outcomes include remediation of the problem report or request dispute resolution.

General Problem Reports

1. User reported unresponsive in chat to a scheduled job for more than 36 hours
2. User reported unresponsive for 6 or more hours within 24 hours of the scheduled job start time
3. User reported for misrepresenting information details on their member profile
4. User reported for abusive, harassing, or discriminatory language
5. User reported for submitting a retaliatory member review

Job Service Provider Problem Reports

1. Customer reporting Job Service Provider for misrepresentation of their skills
2. Customer or OnCallable admins reporting a Job Service Provider for providing fraudulent or inaccurate documents on their member profile or within a job post
3. Customer reporting a Job Service Provider for incomplete or unacceptable delivery of funded and scheduled service.
4. Customer reporting a Job Service Provider as no-show 4 or more hours after the scheduled start date time.

Customer Problem Reports

1. Job Service Provider reporting a Customer for misrepresentation of job details on their post
2. Job Service Provider reporting a Customer for unreasonable or unacceptable changes to the scope of the Customers original job post.

Automated Strikes

These strikes are applied automatically by the OnCallable moderation system. They are triggered by specific user actions or user account status through an automated monitoring.

1. User filing more that four appeals within a 90-day period
2. User cancelling an emergency job
3. User cancelling a locked in job within 24 hours of a scheduled start time.
4. Users cancelling 3 funded & scheduled jobs within 30 days; subsequent strikes immediately applied for each funded scheduled job cancelled after 3 cancellations within a 30 day period.
5. User receives 3 or more negative user reviews within a 14 day period. Subsequent strikes immediately applied for each negative review received after a third negative review with a 14 day period.

Manual Strikes

These strikes are applied manually by OnCallable moderators.

Users in violation of any OnCallable governing document are subject to manual strike enforcement by OnCallable moderators.

Appeals

1. User Strikes, Suspensions, and or bans can be appealed. An appeal must be filed within 72 hours of the strike, suspension, or ban being implemented.
2. User appeals for strikes, suspensions, and or bans will be processed in the order they're received and addressed in a best effort manner by OnCallable moderators. There is no SLA for appeals and the outcome of the appeal is the sole discretion of OnCallable moderators.
3. Users are limited to 5 total appeals in a 365 day period.

Discussion: There is no current functionality planned in MVP for appeals. How does this process work for MVP and moving forward?

Suspensions

1. OnCallable will immediately suspend users and trigger an OnCallable moderator review under the following conditions:
   • A user account possesses 5 concurrent strikes at any time
   • A user is found to have abused the member review system with 2 or more inaccurate, incoherent, or retaliatory reviews.
   • Minor violation of the EULA as determined by an OnCallable moderator
2. User suspensions automatically expire after 365 days.

Discussion:

Bans

1. OnCallable will permanently ban users under the following conditions:
   • A user is found to have created multiple accounts will result in an immediate and permanent ban of all user accounts found to be associated with the violating account(s).
   • A user account is subjected to 8 or more strikes at any time within 365 days.
   • Multiple verified reports of fraudulent or low-quality work
   • A user is found to interfere or harm in any way the brand, business model, trust, or service operations of OnCallable
   • Severe violation of Any OnCallable governing document as determined by an OnCallable moderator
2. A banned user may only appeal their ban once every 3 years.

Dispute Resolution

1. OnCallable users who encounter an irreconcilable interaction with another user may request OnCallable moderated dispute resolution at any time for each funded and scheduled job. Dispute resolution is only available to funded and scheduled jobs for which a job contract has been created.
2. Dispute resolution will automatically trigger a review of any user strikes associated to the job post regardless of which party they were applied to.
3. Once a dispute is initiated, the chat between Job Service Provider and Customer is locked until the moderator unlocks it to prevent further conflict or arguments.

OnCallable Community Guidelines & Expectations

We expect everyone to:

• Treat each other with respect and professionalism
• Communicate clearly and promptly
• All users of OnCallable will be reasonably responsive to in-app communications for scheduled jobs.
• Show up on time for scheduled jobs
• Accurately describe job details and expectations
• Never use abusive, harassing, or discriminatory language
• Follow through on commitments

We do not allow:

• Harassment, scams, or abuse
• Repeated job cancellations or no-shows
• Trying to manipulate reviews
• Misrepresenting a job or service
• Abusing the dispute or reporting systems

These behaviors may result in account strikes, suspensions, or bans.

Job Cancellation Policy

This job cancellation policy applies exclusively to jobs posted by an active Customer account that have received a bid and successfully been funded and scheduled with an active Job Service Provider.

Job Cancellation Outcome Table

OnCallable may cancel a job at any time for reasons including by not limited to: Violation of the OnCallable EULA and Terms of Service.

Discussion: what is the Lock-In Date? This is an update after MVP where the lock-in date

User Review Rating System

After every completed job, Customers and Job Service Providers can rate each other. Reviews help build trust and establish your reputation.

• Ratings: Positive (+1), Neutral (0), Negative (-1)
• Each review includes a short comment (up to 200 characters)
• Your profile shows:
  • Total number of closed jobs
  • Your score (sum of all review ratings)
• You have 30 days after job completion to leave a review after which the option will close.
• Reviews are visible immediately after posting.
• Reviews cannot be edited once posted.
• Fraudulent and retaliatory reviews can be appealed for review by an OnCallable moderator.
• Reviews are subject to user reporting for abusive or violating content as described in this document and the OnCallable EULA or Terms of Use.
• Reviews are subject to review and enforcement as defined in OnCallable governing documents.

Disputes: Resolving Job Issues Fairly

Both Customer and Job Service Provider can request Dispute Resolution directly at any time after a job is confirmed and paid, but before it is marked as closed.

CAUTION: Dispute resolution should be used as a last resort and only when communication with the other party is determined to be in a stalemate condition and differences are unreconcilable. Requesting dispute resolution may result in unexpected enforcement actions for either party depending on what the OnCallable moderator investigation reveals. Members are encouraged to make best efforts to resolve their differences before requesting dispute resolution.

Dispute resolution must be requested through the OnCallable mobile application.

Requirements for Party Requesting Dispute Resolution:

1. The reason dispute resolution is requested
2. Your claim
3. Photo(s)/Video(s) supporting your claim

Requirements for Other Party in Dispute Resolution:

1. Your claim
2. Photo(s)/Video(s) supporting your claim

User content open for consideration in dispute resolution may include but is not limited to the following which will be made available to OnCallable Moderators:

Dispute Resolution Overview

OnCallable moderator performs the following actions:

1. Job Chat is locked once dispute resolution is initiated to pause arguments until the moderator is present
2. Joins the job chat as a third participant with the option to unlock/lock user chat permissions.
3. Review account details of both parties
4. Review dispute details including claims of both parties
5. If additional information is needed, the Oncallable Moderator will reach out to either party as needed using their contact info.
6. Close job with status "Closed - Dispute Resolved" with a resolution description (recorded visibly in the job post chat for Customer and Job Service Provider).
7. Process refunds, partial refund/partial payout, or payouts as determined by the investigation.

Discussion: point 2 has the admin join the chat, point 5 has the admin reaching out via contact info. For MVP, is point 2 pushed out to a future phase?

Submissions are automatically sent to the OnCallable moderation team for processing and adjudication.

OnCallable aims to resolve all disputes within 72 hours of receipt but advises that delays may be experienced during peak or exceptional circumstances.

Successfully adjudication by trusted OnCallable moderators will always result in the job being closed and one of the following outcomes:

1. Full Customer Refund
2. Partial Customer refund & Partial payout to Job Service Provider
3. Full payout to Job Service Provider

Note: OnCallable moderators may as a result of their investigation apply enforcement action in accordance with OnCallable governing documents including but not limited to account strikes, suspension, or bans.

Note: In the case of dispute resolution, OnCallable service fees are not refundable.

Note: Refunds or payouts will include applicable government taxes as normal

Please consult the following table for guidance on command disputes

Appeals of Review(s) & Account Status

If you receive an unfair review, strike, suspension, or ban you believe is wrong, you can file an appeal. Note that you may only appeal a review or change in account status within 14 days of the review or enforcement action.

Appeals require a concise and literate explanation of your account and why the enforcement was incorrect.

Appeals must be submitted through and within the oncallable mobile application.

Please note that banned accounts will be permitted to authenticate for the purpose of appeal only. Note for users with banned accounts; the OnCallable UI will be limited to the appeal process.

Please consult the following table for guidance on the validity of your appeal

NOTE that a fraudulent appeal will result in enforcement action toward the appealing user in accordance with the OnCallable governing documents.

Transparency & Notifications

We believe in full transparency about your account.

You'll receive in-app, email, and or text notifications for:

• Strike enforcement
• Changes in Account Status
  • Account Under Review
  • Account suspension
  • Account ban

In your account settings, you can view and take action on the following:

• User Reviews
  • Other party review type
  • Other party review content
  • Report button
• Strike Manifest
  • Details on the reason for the strike and the associated user
  • Appeal Button
• Account Status
  • Active
    • No options
  • Suspended/Banned
    • Details on the reason for the suspended or banned state
    • Appeal Button

OnCallable Tax, Payouts, Refunds, & Fees

Tax

OnCallable automatically collects the applicable sales tax according to the jurisdiction in which a job is completed. Collected taxes are dispensed in both Job Service Provider payouts and Customer refunds. For payouts, the onus of remitting collected taxes through required filing with the governing authority resides solely with the Job Service Provider.

Payouts

All payouts will result in in-app & email notifications. Unless dispute resolution is already initiated, partial payouts are withheld for 48 hours to allow either party of a job to request dispute resolution.

Partial Job Service Provider Payout

A partial payout represents a disclosed percentage of the original payment collected from a Customer, including collected sales tax, and is dispersed to the Service professional. In the event of a partial payout the Customer is refunded the remaining amount including collected sales tax. OnCallable service fees are non-refundable in the event of partial payouts.

Full Job Service Provider Payout

This is the ideal outcome for successful jobs. A total payout represents the entire original payment collected from a Customer, including collected sales tax, and is dispersed to the Service professional. OnCallable service fees are unaffected in full payouts to Job Service Providers.

Refunds

All refunds will result in in-app & email notifications. Unless dispute resolution is already initiated, partial refunds are withheld for 48 hours to allow either party of a job to request dispute resolution.

Partial Customer Refund

A partial refund represents a disclosed percentage of the original payment collected from a Customer, including collected sales tax, and is refunded to the Customer. In the event of a partial refund the Job Service Provider receives a payout for the remaining amount including collected sales tax. OnCallable service fees are non-refundable in the event of partial refunds.

Full Customer Refund

A full refund represents the entire original payment collected from a Customer, including collected sales tax, and is refunded to the Customer. With the exception of jobs in dispute resolution, full refunds also refund all OnCallable service fees.

Fees

OnCallable Platform & Service Fee (%20.00)

OnCallable applies a %20.00 service fee to all Customer payments

Final Word

This document represents the rules, community code of conduct, and operational policy of OnCallable. By using OnCallable, you agree to abide by the content of this document and all OnCallable governing documents identified in this document.

OnCallable may update this policy as features evolve or to address new challenges in the community. We'll notify users of any document revisions.

Thank you for keeping this a safe, trusted, and professional platform for all.