Trust and Safety Policy

Our Commitment to Trust and Safety

Palmabook is a vacation-rental marketplace operated by Palmabook Holdings Inc. We are committed to building a trusted marketplace for guests, hosts, property managers, service partners, and local communities. Trust and safety is a core product function, not a marketing promise. We use identity verification, payments security, listing review, fraud prevention, account protections, incident response, and policy enforcement to reduce risk across the Palmabook platform.

Our trust and safety program is designed to align with leading marketplace and hospitality standards, including practices commonly used by major accommodation platforms, while adapting to Palmabook’s business model. Because Palmabook pays hosts in advance and acts as a booking intermediary, we place particular emphasis on host verification, listing authenticity, payment integrity, guest protection, and fast response to urgent reports.

No screening or security process can guarantee that a platform is risk-free. Fraud, criminal conduct, discrimination, emergencies, and accidental harm can still occur despite safeguards. For that reason, Palmabook combines preventive controls with incident response procedures, account restrictions, and cooperation with payment partners and authorities where legally required or appropriate.

This Policy applies to all users of palmabook.com, including hosts, guests, prospective users, affiliates, advertisers, and anyone using Palmabook messaging, booking, or account features. Additional terms may apply under our Terms of Service, Privacy Policy, Guest Refund Policy, Host Standards, and other platform rules.

Identity Verification

Palmabook uses a layered identity verification framework to reduce impersonation, payment fraud, account takeover, sanctions exposure, and listing abuse.

Host Verification

Hosts and property managers may be required to complete identity verification before publishing listings, receiving payouts, or accepting bookings. Palmabook uses Stripe Connect Express and related verification tools to support host onboarding, know-your-customer checks, sanctions screening, and payout compliance.

Host verification may include:

• Full legal name
• Date of birth
• Residential or business address
• Email address and phone number
• Government-issued identification
• Business registration details, where applicable
• Tax information, where required
• Beneficial ownership and control information for entities, where applicable
• Bank account or payout details validated through Stripe

Palmabook may require successful completion of Stripe-hosted verification flows before listing activation or payout release. A host may be denied onboarding, suspended, or restricted where required information is incomplete, unverifiable, inconsistent, expired, or prohibited by applicable law, sanctions rules, or payment-partner requirements.

Optional Selfie and Liveness Checks

Where available and legally permitted, Palmabook or its service providers may request a selfie image, liveness check, or biometric comparison between a government ID photo and a live facial image to reduce identity fraud. Any such process will be handled subject to applicable privacy and biometric laws, including notice and consent requirements where required.

Palmabook does not promise that biometric or selfie matching will be used in every jurisdiction or for every user.

Phone Verification

Palmabook may require phone verification using Twilio Verify, including WhatsApp one-time-password authentication where supported. Phone verification may be required for account creation, high-risk logins, booking actions, account recovery, or trust-and-safety review.

Use of a verified phone number does not itself confirm a user’s legal identity. It is one factor in our risk model.

Passkeys and Account Security

Palmabook supports FIDO2 passkeys and may encourage or require stronger authentication measures for certain accounts or actions. Users are responsible for maintaining the security of their devices, passwords, authentication methods, and recovery credentials.

Palmabook may also use additional account-security measures, including:

• Login anomaly detection
• Device and session review
• Suspicious access alerts
• Session invalidation after compromise indicators
• Rate limits and abuse controls
• Step-up verification for sensitive account changes

Users must not share accounts, verification credentials, or payment instruments. Accounts created with false identities, stolen credentials, disposable contact details used for fraud, or misleading business information may be terminated without notice.

Background Screening

Palmabook uses risk-based screening of hosts and businesses to the extent legally permitted and operationally available.

Criminal and Sex-Offender Screening

For hosts in the United States, Palmabook may conduct criminal history and sex-offender registry screening where permitted by law and consistent with fair chance, anti-discrimination, privacy, and consumer-reporting requirements. Screening may be conducted directly or through third-party screening providers.

A criminal record does not automatically result in denial. Palmabook may consider factors such as:

• Nature and severity of the offense
• Time elapsed
• Relevance to hosting or guest safety
• Pattern of conduct
• Evidence of rehabilitation
• Legal restrictions on use of criminal history

Palmabook may deny, suspend, or remove a host where the available information indicates an unacceptable risk to guests, the platform, or third parties.

Sanctions and Watchlist Screening

All hosts, and certain guests or business counterparties where appropriate, are subject to sanctions and watchlist screening. Palmabook screens against applicable restricted-party and sanctions lists, including OFAC lists, and may also use commercial screening databases and payment-partner controls.

Palmabook will not facilitate transactions prohibited by U.S. law, sanctions programs, anti-money laundering rules, or payment network restrictions. This is particularly relevant to embargoed or restricted jurisdictions and may affect future operations in or other regulated markets.

Ongoing and Annual Re-Screening

Palmabook may conduct periodic and annual re-screening of hosts, properties, beneficial owners, and connected persons. Re-screening may also be triggered by:

• New adverse information
• Chargeback or fraud patterns
• Safety complaints
• Law-enforcement inquiries
• Material account changes
• Booking irregularities
• Payout anomalies

Failure to cooperate with re-screening may result in listing deactivation, payout holds, booking restrictions, or account termination.

Secure Messaging

Palmabook provides in-platform messaging to protect users, preserve evidence of transactions, and detect harmful conduct.

Use of Platform Messaging

Before booking, users should communicate only through Palmabook’s in-platform messaging tools. Palmabook may restrict the sharing of phone numbers, email addresses, social handles, payment links, or external contact methods before booking confirmation. Requests to pay or communicate off-platform may be blocked, flagged, or treated as a policy violation.

Monitoring and Automated Detection

Palmabook uses automated systems and human review, where appropriate, to detect:

• Off-platform solicitation
• Fraud and phishing attempts
• Payment diversion
• Scam indicators
• Harassment and threats
• Hate speech or discriminatory conduct
• Explicit sexual content
• Child safety concerns
• Blackmail or extortion
• Malware or suspicious links

Palmabook may review metadata, message content, attachments, and associated signals as described in our Privacy Policy and as permitted by law. We do not guarantee that harmful content will always be detected before delivery.

Retention

Palmabook retains in-platform messages for 2 years after the end of the stay, cancellation, or final booking resolution, unless a longer period is required or permitted for legal claims, fraud prevention, tax, accounting, regulatory compliance, safety investigations, or dispute resolution.

Listing Integrity

Guests must be able to trust that listings are real, accurately described, and available for the dates shown.

Address Verification

Palmabook may verify listing addresses using a combination of methods, including document review, geolocation analysis, map validation, utility or ownership records where available, host attestations, and risk-based manual review. Palmabook may require exact property location information from hosts even when only an approximate map location is shown publicly before booking.

Listings using false, incomplete, manipulated, or misleading address data may be suspended or removed.

Photo Authenticity and Content Review

Palmabook may review listing photos and media for authenticity, quality, safety relevance, and policy compliance. We may use automated tools and human moderation to identify:

• Stolen or duplicated images
• AI-manipulated or misleading visuals
• Images unrelated to the listed property
• Watermarks suggesting unauthorized sourcing
• Hidden-camera or privacy-risk indicators
• Unsafe, illegal, or discriminatory content

Palmabook may request additional photos, timestamped evidence, videos, or proof of control of the property. Listings may be removed if the host cannot substantiate that the property exists, is available, and materially matches the listing content.

Calendar Accuracy

Palmabook may use iCal synchronization and other integrations with channels such as Airbnb, Booking.com, Vrbo, and Expedia where available. Hosts are responsible for maintaining accurate calendars and promptly updating availability, restrictions, and blackout dates across all channels.

Repeated double-booking, failure to sync calendars, manipulated availability, or bait-and-switch practices may result in ranking penalties, temporary suspension, cancellation liability, or account removal.

Fraudulent and Duplicate Listings

Palmabook prohibits fraudulent listings, duplicate listings intended to manipulate search placement, misleading pricing, fabricated amenities, and false property representations. Palmabook may remove listings without prior notice where fraud indicators are present or where user safety may be affected.

Payment Protection

Palmabook uses Stripe Elements and Stripe Connect to support secure card processing and host payouts.

Card Security

Palmabook does not store raw payment card data on its servers. Payment card information is tokenized and processed through PCI-DSS compliant payment infrastructure operated by Stripe or other approved providers. Palmabook’s systems are designed so that full card numbers, security codes, and equivalent sensitive authentication data are not stored at rest on Palmabook servers.

Fraud Prevention Controls

Palmabook uses payment and account-risk controls that may include:

• 3D Secure and other strong customer authentication measures
• Stripe Radar and related fraud tools
• AVS and CVC checks where supported
• Device and behavioral risk scoring
• Velocity checks
• Chargeback monitoring
• Manual review of high-risk transactions
• Temporary payment holds or booking delays where justified

Palmabook may cancel, reject, or hold transactions that appear fraudulent, unauthorized, sanctioned, or otherwise prohibited. We may request additional information from a guest or host to validate a transaction, identity, or booking purpose.

Payout Protection and Restrictions

Because Palmabook may pay hosts in advance, Palmabook reserves broad discretion to delay, offset, reverse, or withhold payouts where needed to address fraud, refunds, chargebacks, legal process, sanctions, tax compliance, duplicate bookings, or policy violations.

Property Safety Standards

Hosts must provide accommodations that meet basic safety expectations and all applicable legal requirements for the property’s location.

Minimum Safety Expectations

Unless not legally required or not reasonably applicable to a specific property type, hosts are expected to maintain:

• Smoke detector(s)
• Carbon monoxide detector(s), where fuel-burning appliances or applicable law require
• Fire extinguisher
• Safe and accessible emergency exits
• First-aid kit
• Posted emergency contacts and local emergency information
• Safe electrical, gas, and water systems
• Secure locks and privacy protections
• Hazard disclosures for pools, balconies, stairs, construction, pets, or other material risks

Hosts are responsible for compliance with all local laws, codes, permits, inspection obligations, accessibility disclosures, zoning restrictions, and short-term rental rules.

Safety Information Accuracy

Safety features must be accurately disclosed in the listing. False claims about detectors, cameras, security personnel, gated access, or emergency infrastructure are prohibited. Concealed cameras in private spaces are strictly prohibited and may be referred to law enforcement.

Palmabook may require hosts to update safety information, submit supporting evidence, or suspend listings that present health or safety risks.

24/7 Safety Line

Palmabook maintains a safety-response channel intended to be reachable at any time for urgent trust-and-safety matters.

How to Contact Us

Users facing an urgent safety concern relating to a Palmabook booking, listing, or account should contact partners@palmabook.com and include the subject line URGENT-SAFETY. In a life-threatening or immediate emergency, users should first contact local emergency services.

Scope of Response

Palmabook’s safety team may assist with:

• Active safety incidents during a stay
• Harassment, threats, or coercion
• Unauthorized entry concerns
• Hidden-camera or surveillance allegations
• Emergency relocation or rebooking support
• Major listing mismatch affecting habitability or safety
• High-risk fraud events
• Coordination with payment, booking, or account restrictions
• Referral to local authorities or emergency resources where necessary

Palmabook may contact hosts, guests, payment providers, property managers, insurers, emergency responders, or authorities as reasonably necessary and legally permitted.

Limitations

Palmabook is not an emergency responder, insurer, or law-enforcement agency. Response times may vary based on the information provided, local conditions, third-party cooperation, and the severity of the report.

Report and Remove

Palmabook provides reporting tools on listings, messages, and accounts so users can flag fraud, abuse, policy violations, or safety concerns.

Reporting Channels

Users may report concerns through platform reporting tools or by emailing partners@palmabook.com. Reports should include as much detail as possible, including booking identifiers, account names, screenshots, dates, and a description of the issue.

Triage Timelines

Palmabook aims to triage:

• Safety reports within 2 hours
• Content and non-urgent trust reports within 24 hours

These are target service levels, not guaranteed deadlines. High-risk matters may be escalated immediately.

Enforcement Measures

Palmabook may investigate and take action including:

• Content removal
• Listing deactivation
• Search demotion
• Booking cancellation
• Payment hold or reversal
• Identity re-verification
• Warning or education
• Temporary suspension
• Permanent account termination
• Referral to Stripe, Twilio, affiliates, or authorities where appropriate

Palmabook may act based on available evidence, patterns of conduct, credible complaints, external reports, or legal obligations. We are not required to disclose all internal detection methods or enforcement criteria.

Anti-Discrimination

Palmabook has zero tolerance for unlawful discrimination, harassment, or exclusionary conduct on the basis of protected characteristics.

Protected Conduct Standards

Hosts, guests, and users may not deny service, impose different terms, discourage bookings, publish preferences, or engage in harassment based on characteristics protected by applicable law, including race, color, ethnicity, national origin, religion, sex, gender, sexual orientation, gender identity, marital status, disability, age, familial status, pregnancy, or other legally protected status.

Palmabook’s approach is intended to align with the U.S. Fair Housing Act where applicable, civil rights laws, and equivalent anti-discrimination protections in the European Union, Mexico, Canada, Brazil, the United Kingdom, and other markets in which Palmabook operates.

Accessibility and Inclusion

Palmabook seeks to support WCAG 2.1 AA accessibility goals for our digital services and encourages accurate disclosure of accessibility features in listings. Misrepresenting accessibility features may be treated as a serious policy violation.

Enforcement

Substantiated discrimination or harassment may result in immediate suspension or permanent account termination. Palmabook may also cancel affected bookings and provide rebooking support or refunds as appropriate.

Child Safety

Palmabook is an adults-only platform for contracting purposes. Users must be at least 18 years old to create an account, publish a listing, or make a booking.

Underage Use

Palmabook prohibits account creation or use by persons under 18 acting on their own behalf. We may use age signals, account verification, complaint review, and automated detection to identify underage misuse.

Child Sexual Abuse and Exploitation

Palmabook prohibits any content, behavior, or transaction involving child sexual abuse material, grooming, sexual exploitation, trafficking, or endangerment of minors. We may use automated tools and human review to detect underage sexual content or related indicators.

Where legally required or appropriate, Palmabook will report apparent child sexual abuse material or exploitation to the National Center for Missing and Exploited Children, relevant law-enforcement bodies, and equivalent authorities in other jurisdictions.

Accounts associated with child-safety violations will be terminated and may be referred to authorities without notice.

Host Coverage Future Phase

Palmabook intends in a future phase to introduce host-protection programs modeled on major marketplace coverage frameworks.

Planned Coverage Direction

Palmabook is targeting future program design that may include up to:

• 1,000,000 USD in liability coverage
• 3,000,000 USD in property-damage protection

Any future coverage program would be subject to underwriting, availability, jurisdictional restrictions, policy terms, exclusions, deductibles, claim procedures, and insurer requirements. No such coverage is active unless and until Palmabook expressly publishes final terms.

Interim Recommendation

Until any Palmabook host-coverage program is launched, hosts are strongly encouraged to obtain and maintain appropriate short-term rental insurance, commercial general liability coverage where applicable, and any homeowner, landlord, condominium, or rider endorsements needed for vacation-rental activity.

Guest Protection

Palmabook maintains guest-protection standards intended to address fraud, major listing mismatch, and severe stay disruption.

Refunds and Rebooking

Where a property is unavailable, fraudulent, unsafe, materially misrepresented, or otherwise covered by Palmabook’s applicable refund rules, guests may be eligible for refund, credit, rebooking assistance, or alternative accommodation support, subject to verification and the terms of the Guest Refund Policy.

Property Mismatch Handling

Material mismatch may include issues such as:

• Property does not exist
• Wrong address
• Host lacks right to provide access
• Number of bedrooms materially differs
• Essential amenities missing when promised
• Severe cleanliness issues affecting habitability
• Undisclosed safety hazards
• Hidden cameras or serious privacy breaches
• Significant overbooking or bait-and-switch conduct

Guests should report such issues promptly and provide evidence where available. Palmabook may require that guests first attempt reasonable host contact unless doing so would be unsafe.

Transparency

Palmabook believes transparency improves marketplace accountability.

Annual Trust and Safety Report

Palmabook intends to publish an annual Trust and Safety Report summarizing, where appropriate:

• Volume and categories of reports
• Enforcement actions
• Fraud and abuse trends
• Listing and account removals
• Safety-response metrics
• Child-safety and exploitation reporting, where legally permissible
• Law-enforcement request volumes
• Content and account restriction data

Palmabook may aggregate or anonymize data in the report and may omit details where disclosure would compromise security, legal obligations, or investigative methods.

Law-Enforcement and Legal Process Requests

Palmabook reviews law-enforcement and legal-process requests for validity, jurisdiction, scope, and legal sufficiency. We may object to overbroad or unlawful requests and may disclose user information where required by law, necessary to protect life or safety, or otherwise permitted under applicable law and our Privacy Policy.

Legal-process requests, subpoenas, preservation requests, and related official correspondence should be sent to partners@palmabook.com.

Data Handling Related to Trust and Safety

Trust and safety functions depend on responsible data handling.

Retention and Access

Palmabook may retain trust-and-safety related information for periods reasonably necessary for fraud prevention, legal compliance, dispute resolution, and platform integrity. By default:

Palmabook may retain relevant records longer where needed for active investigations, chargebacks, sanctions compliance, tax obligations, civil or criminal claims, or enforcement history.

International Compliance

Palmabook seeks to operate consistently with applicable privacy and consumer-protection laws, including GDPR, UK GDPR, CCPA, LGPD, PIPEDA, and Mexico’s LFPDPPP, to the extent they apply. For more information about personal data practices, users should review the Palmabook Privacy Policy or contact partners@palmabook.com.

Cooperation With Authorities and Platform Partners

Palmabook may cooperate with Stripe, Twilio, Google, hosting providers, affiliate networks, channel managers, law enforcement, regulators, and other relevant parties where necessary to investigate fraud, comply with law, protect users, enforce platform rules, or maintain marketplace integrity.

This may include sharing limited information reasonably necessary for sanctions compliance, payment disputes, identity checks, legal claims, security incidents, booking verification, and safety investigations, subject to applicable law.

Policy Violations and Appeals

Users who violate this Policy may face warnings, content restrictions, listing removal, payment holds, booking cancellation, suspension, or permanent termination. Palmabook may act on a precautionary basis when credible safety risk exists.

A user who believes enforcement was made in error may contact partners@palmabook.com for review. Legal disputes, legal notices, and formal process should be directed to partners@palmabook.com. Advertising-related matters should be sent to ads@palmabook.com.

Palmabook may update this Policy from time to time to reflect legal changes, product developments, new markets, emerging abuse patterns, or operational needs. Continued use of Palmabook after updates takes effect constitutes acceptance to the extent permitted by law.

Contact

Safety Reports and General Trust Issues

partners@palmabook.com

For urgent safety matters, use the subject line URGENT-SAFETY.

Legal Process, Privacy, and Regulatory Matters

partners@palmabook.com

Advertising Matters

ads@palmabook.com

By using Palmabook, users agree to comply with this Trust and Safety Policy and all related Palmabook platform rules.