I. Introduction
This User Policy Document provides detailed guidelines for the onboarding, verification, operations, and performance expectations of content creators on the platform. The platform allows regular users to book paid sessions with Content creators for text, audio, or video consultations across various domains.
II. KYC (Know Your Customer) and Verification Policy
All creators on the platform must undergo a strict KYC (Know Your Customer) process to ensure their identity, expertise, and legality. The platform adheres to Indian regulations and includes global best practices for user identification and data security.
1. Information to be Collected
PAN (Permanent Account Number): A mandatory tax identification number for financial transactions in India.
Aadhaar: A widely accepted proof of identity and address. Content creators must submit their Aadhaar number. In case Aadhaar is unavailable, alternate identity and address documentation will be required.
Bank Account Details: Content creators must provide valid bank account information to receive payments.
2. PAN Verification Process
PAN Validation: PAN numbers will be cross-referenced with government databases such as the Income Tax Department's online system to confirm authenticity.
PAN Name Matching: The name on the PAN card must match the name submitted by the expert during registration. Discrepancies will result in a request for further documentation or explanation.
3. Aadhaar Verification Process
Manual Verification: If the Aadhaar number is not linked to a mobile number, Content creators can upload a scanned copy of their Aadhaar card for manual verification via UIDAI's offline services.
5. Bank Account Verification
Penny Transfer Verification: The platform will conduct penny transfers to verify the bank account details. A small amount (e.g., 1) will be sent to the expert's bank account. We will validate the name of the expert presented to us against the name in the bank account.
Bank Account Matching: The name on the bank account must match the name on the KYC documents (PAN/Aadhaar). Discrepancies will lead to further investigation.
III. Data Privacy and Security Policy
The platform places a high priority on the security and privacy of both content creator and user data. All data handling practices are in compliance with Indian regulations and international standards such as GDPR for global users.
1. Data Collection
Personal Data: The platform collects personal information such as name, email, phone number, PAN, Aadhaar, bank account details.
Session Data: Data related to sessions, such as recordings, chats, or feedback, may also be collected to monitor quality and ensure compliance with the platform's guidelines.
2. Data Usage
Restricted Use: Personal data will only be used for onboarding, KYC verification, payment processing, and performance monitoring.
Marketing and Communications: Content creators will be notified if their data is used for marketing purposes, and they can opt out of such communications.
3. Data Storage and Encryption
Encryption: All personal data is encrypted both at rest and in transit. PAN, Aadhaar, and bank details are stored in secure servers using industry-standard encryption techniques (AES-256).
Data Retention: Personal data will be retained for as long as an expert is active on the platform. Upon deactivation, data will be securely deleted, except for information required by law (e.g., financial transaction records).
4. User Rights and Data Access
Access: Content creators can access their personal data at any time via the platform's settings.
Corrections and Deletions: Content creators can request corrections to their data or request account deactivation, in which case the platform will securely delete their information after fulfilling legal obligations.
IV. User and Expert Monitoring and Feedback Mechanism
1. Feedback Collection
Rating System: After each session, users will be prompted to rate Content creators on a 1 to 5-star scale based on their experience. Criteria will include knowledge, communication, professionalism, and overall satisfaction.
Review System: Users can leave detailed feedback, which will be publicly visible, subject to moderation.
2. Monitoring Expert Performance
Automated Feedback Analysis: User reviews will be analyzed using automated sentiment analysis tools. Negative reviews or consistently low ratings (below 3 stars) will trigger internal reviews of expert performance.
Warnings and Interventions:
First Warning: The expert will be notified and offered suggestions for improvement.
Second Warning: If performance does not improve, the expert may be temporarily suspended, and additional training may be required.
Third Warning: Content creators who continue to underperform may face permanent deactivation.
3. Moderation
Content Moderation: All content shared in sessions must comply with the platform's guidelines. Inappropriate behavior, sharing of false information, or any violation of content policies may result in warnings, suspension, or permanent deactivation.
V. Dispute Resolution Mechanism
1. Dispute Process
User Complaints: If a user feels that an expert did not meet their expectations, they can file a complaint through the platform.
Investigation and Resolution: The platform will investigate the issue, and communicate with both the user and expert. If the complaint is valid, the platform may issue a refund to the user and penalize the expert.
2. Refund Policy
Refunds for Unsatisfactory Services: Users may be eligible for refunds if it is determined that the expert did not fulfill their obligations.
Disputed Payments: If an expert disputes a payment refund, the platform will hold the payment in escrow until the issue is resolved.
3. Grievance Redressal
Grievance Officer: In compliance with the Indian IT Act, the platform will appoint a Grievance Officer to handle serious complaints and ensure they are resolved within 30 days.
VI. Expert Incentive Structure
1. Incentives Based on Performance
High Ratings: Content creators who consistently receive high ratings (4 stars and above) will qualify for incentives such as:
Higher visibility on the platform (appearing at the top of search results).
Cash bonuses based on user feedback and volume of completed
sessions.
2. Volume-Based Rewards
High Volume Content creators: Content creators who consistently perform a high volume of transactions will be eligible for additional performance-based bonuses, which may include cash rewards or reduced platform fees.
3. Referral Program
Referring New Content creators: Content creators can refer other professionals to the platform. For every successful referral, the referring expert will receive a bonus.
Referring New Users: Content creators can also refer new users to the platform, earning incentives if the referred user completes a session.
VII. Payment and Refund Policies
1. Escrow System for Payments
Payment Holding: The platform will use an escrow system to hold user payments until the session is completed and the user has confirmed satisfaction.
Release of Payment: Once the user confirms that the session was satisfactory, the payment will be released to the expert.
2. Refund Policy
Eligibility for Refunds: Refunds will be issued in cases where users report dissatisfaction, and the platform's investigation finds the complaint valid.
Payment Dispute: In cases of payment disputes, funds will be temporarily held until the issue is resolved through the platform's dispute resolution mechanism.
3. Tax Compliance
TDS (Tax Deducted at Source): The platform will automatically deduct TDS on expert earnings where applicable, in accordance with Indian tax laws.
GST Compliance: For Content creators earning above the GST threshold, the platform will assist with generating GST invoices and filing requirements.
VIII. User Protection and Content Policies
1. Code of Conduct
Behavioral Expectations: Content creators are expected to maintain professional behavior during sessions. Any form of harassment, abuse, or unethical behavior will result in immediate suspension.
Zero-Tolerance Policy: The platform maintains a zero-tolerance policy for abusive behavior, inappropriate content, or any form of discrimination.
Intellectual Property Rights
Content Ownership: Content shared during sessions (e.g., tutorials, advice) belongs to the expert unless explicitly stated otherwise. The platform reserves a non-exclusive license to use session content for quality monitoring or dispute resolution purposes.
Third-Party IP: Content creators must ensure they do not share copyrighted or third-party content without permission. Violations will result in account suspension or legal action.
IX. Scalability and Global Compliance
1. Regional Compliance
Compliance with Foreign Laws: For Content creators or users outside India, the platform must ensure compliance with local laws, including privacy laws (e.g., GDPR) and payment regulations.
Cross-Border Payments: The platform will ensure that payments made across borders are compliant with local banking regulations, ensuring smooth currency exchanges and fee management.
2. Multi-Language and Multi-Currency Support
Language Support: The platform may offer multi-language support to cater to users and Content creators across different regions.
Currency Conversion: Content creators who cater to international clients will have access to currency conversion services, allowing users to pay in their local currency.
X. Legal and Liability Considerations
1. Limitation of Liability
Platform Liability: The platform is not liable for any advice or content shared by Content creators. Content creators are independent professionals, and any legal disputes arising from their services are their own responsibility.
2. Indemnification
Indemnity Clause: Content creators must agree to indemnify and hold the platform harmless from any claims, damages, or legal disputes arising from their services or actions on the platform.
XI. Audit, Compliance, and Insurance
1. External Audits
Data Security Audits: Regular third-party audits will be conducted to ensure compliance with data security standards.
2. Insurance Coverage
Professional Liability Insurance: Content creators in regulated fields (e.g., healthcare, legal) may be required to carry professional liability insurance to cover claims arising from malpractice or negligence.
3. Transparency Reports
Transparency in Actions: The platform will issue transparency reports detailing expert suspensions, dispute resolutions, and user complaints to build trust and accountability.
XII. Conclusion
This policy provides a comprehensive framework to ensure that expert users on the platform maintain high standards of professionalism, compliance, and user satisfaction. Through stringent KYC, performance monitoring, and dispute resolution mechanisms, the platform ensures a secure, reliable, and user-friendly environment for both Content creators and regular users.