Home Access, Safety and Verification Policy

This Policy applies whenever a provider arranged or introduced through TruLink is expected to enter, remain in or receive access to a customer's home, residential compound or other non-public private premises. It establishes minimum access, identity, safeguarding, privacy and incident-response rules for both customers and providers.

1. Purpose and Scope

Home access creates risks that do not arise in an ordinary online introduction. This Policy is intended to reduce those risks by setting clear controls before arrival, at the point of entry, during the visit and when access ends. It applies to scheduled visits, quotations, inspections, deliveries, installations, repairs, cleaning, maintenance and any other TruLink-connected service involving private premises.

2. Key Definitions

• Home-access engagement means any TruLink-connected service requiring entry into or controlled access to private residential premises.
• Customer means the person who requests or authorises the service and confirms that they have authority to grant access.
• Provider means the individual shown on the approved TruLink provider profile, including an approved business representative where applicable.
• Vulnerable person includes a child and any adult who may require additional protection because of age, disability, illness, dependency or other circumstances.

3. Verification and Eligibility for Home Access

A provider must complete the identity verification required by TruLink before activation and must keep profile and verification information accurate and current.

TruLink may require enhanced verification, references, credentials, supporting documents or re-verification for services involving keys, access codes, private spaces, vulnerable persons, repeated unsupervised access or other elevated risks.

• A verification badge records selected checks completed using information available at the time. It is not a guarantee of character, competence, safety, future conduct or service quality.
• TruLink may restrict home-access eligibility by service category, verification level, complaint history, expired documents or other reasonable trust-and-safety criteria.

4. Booking and Pre-Arrival Requirements

• The customer must provide an accurate description of the work, address, access constraints, known hazards and any circumstances that materially affect safe performance.
• The parties should confirm in writing the provider, date and arrival window, scope, work area, price basis, expected duration, materials, access method and any relevant household rules.

A provider must disclose any proposed employee, subcontractor or assistant before arrival. No additional person may attend or enter without the customer's express approval and, where required, TruLink approval.

Full access codes, alarm details or photographs revealing security arrangements should not be placed in a public listing or profile. Exchange only the minimum information reasonably required through an appropriate private channel.

5. Arrival, Identity Matching and Consent to Entry

Before entry, the customer should open the relevant TruLink booking or profile and confirm that the arriving person matches the approved profile name, photograph and displayed verification status.

The provider must identify themself truthfully, confirm the agreed service and disclose any approved assistant. The provider must not send a substitute or permit another person to use the provider's profile.

Verification does not remove the customer's right to refuse, delay or end access where the person, vehicle, assistant, scope, behaviour or circumstances do not match the agreement or create a reasonable concern.

Entry requires the customer's consent at the time of arrival. A booking, quotation request or previous visit does not create an unrestricted or continuing right of entry.

6. Conduct Within Private Premises

The provider must remain only in the areas reasonably necessary for the agreed work and must request permission before entering another room, opening a closed space, moving personal property or changing the agreed scope.

No provider may bring an unapproved substitute, assistant, child, visitor or animal to the premises.

Photography, video, audio recording or publication inside the premises requires permission, except for limited evidence reasonably necessary to document the work, safety condition or dispute and handled in accordance with applicable privacy requirements.

Smoking, illegal drug use, intoxication, harassment, sexual misconduct, threats, violence, theft, deliberate damage and possession of an unlawful weapon are prohibited.

The provider must protect household information learned during the visit and must not disclose occupancy patterns, security arrangements, valuables, personal circumstances or other private information.

7. Keys, Access Codes and Unsupervised Access

• Keys, fobs, remotes, gate credentials, alarm details and access codes may be accepted only where necessary for the agreed service and with clear customer instructions.
• The provider must not copy, share, label with the property address, photograph, retain or use access credentials beyond the authorised purpose and period.
• Physical access items must be kept secure and returned as agreed. Digital codes and stored access information must be securely deleted when no longer required.
• Loss, suspected copying, unauthorised disclosure or compromise must be reported to the customer and TruLink immediately so the customer can secure the property.
• TruLink may require enhanced checks or may prohibit unsupervised or recurring access for selected categories. A verification badge alone does not authorise keyholding or unsupervised entry.

8. Children and Vulnerable Persons

A responsible adult should be present where reasonably practicable when a provider attends a home occupied by a child or vulnerable person.

A provider must not be left with sole responsibility for a child or vulnerable person unless the service expressly includes that responsibility, the provider meets all category-specific legal and TruLink requirements, and the arrangement has been clearly authorised.

This Policy does not, by itself, authorise childcare, personal care, medical assistance, medication handling, transport or any regulated service.

Providers must maintain appropriate professional boundaries and must promptly report an immediate safeguarding concern to the appropriate emergency service or competent authority and to TruLink when safe and lawful to do so.

9. Customer Safety Responsibilities

• Ensure the person granting access has authority to do so and, where appropriate, that another trusted adult knows the visit is taking place.
• Provide a reasonably safe work area, disclose hazards, secure aggressive animals, and keep children and bystanders away from tools, chemicals and active work.
• Secure cash, jewellery, confidential documents, medication, weapons and other sensitive or high-value items that are unrelated to the service.
• Do not request unlawful, unsafe or materially different work and do not interfere with reasonable safety controls.

10. Provider Safety and Right to Leave

A provider may pause or leave where there is violence, harassment, an undisclosed hazard, unsafe equipment, illegal activity, an aggressive animal, a material scope change or another reasonable safety concern. The provider should notify the customer and TruLink as soon as reasonably practicable. Leaving for a genuine safety reason does not excuse damage, misconduct or other obligations arising before departure.

11. Property Protection, Damage and Loss

The provider must use reasonable care to protect the premises and customer property and must promptly disclose accidental damage, loss or a security incident. The parties should preserve relevant messages, photographs, quotations, receipts and other evidence. Responsibility for damage, defective work, loss, insurance and any remedy remains subject to the service agreement, applicable law and the other TruLink terms.

12. Emergencies and Serious Incidents

• If there is immediate danger, serious injury, suspected crime, fire, gas leak or another emergency, move to safety and contact the appropriate emergency service or competent authority.
• When safe, notify the other party and report the incident to TruLink promptly with an accurate description and available evidence.
• Do not retaliate, threaten, destroy evidence, interfere with a lawful investigation or pressure another person to withdraw a genuine report.
• TruLink may preserve and disclose relevant account or transaction information where reasonably necessary and lawful for safety, investigation, legal compliance or protection of rights.

13. Ending the Visit and Access

• The provider must leave when the agreed work is complete, when the customer withdraws consent, or when continued presence is unsafe or unlawful.
• Before departure, the parties should confirm the work status, any incomplete items, payment position, return of keys or access devices, and whether a follow-up visit is authorised.
• The customer should change a temporary access code or take other reasonable security action when access ends or compromise is suspected.

14. Complaints, Reviews and Evidence

Customers and providers should report safety, identity, access, property, privacy or safeguarding concerns promptly. TruLink may request messages, booking details, photographs, invoices, witness information or other relevant evidence. Reviews must describe genuine interactions, and no person may retaliate for a good-faith complaint or honest review. The Review/Complaint Policy applies.

15. Suspension and Protective Action

Where TruLink reasonably identifies a safety or trust concern, it may restrict home-access features, require re-verification or further evidence, place a temporary hold on an account, cancel a platform booking, remove content, issue a warning, suspend or terminate access, or refer a matter to a competent authority. Urgent protective action may be taken before the investigation is complete.

16. TruLink's Role and Verification Limitations

TruLink provides a digital marketplace, verification signals and trust-and-safety processes. Unless expressly agreed otherwise in writing, TruLink does not attend the premises, supervise the service, provide security, control the provider's work or become a party to the customer-provider service contract. Compliance with this Policy and completion of verification reduce risk but cannot eliminate fraud, impersonation, misconduct, accidents, crime or poor workmanship.

17. Privacy and Access Information

Customers and providers must use addresses, access instructions, images, identity information and incident evidence only for legitimate service, safety, complaint or legal purposes. They must limit access to those who need the information, keep it reasonably secure and delete or return it when no longer required, subject to lawful record-retention needs. TruLink's Privacy Policy and Data Protection Wording apply.

18. Relationship with Other TruLink Terms

This Policy forms part of the Terms of Use, Provider Agreement and Customer Terms for every home-access engagement. The Verification Disclaimer, Provider Code of Conduct, Privacy Policy, Review/Complaint Policy and Refund/Payment Policy also apply. If a provision conflicts on a matter specifically concerning entry, private-premises conduct, keys, access codes or safeguarding during a home-access engagement, this Policy controls to the extent of that issue, except where applicable law requires otherwise.

19. Changes to This Policy

TruLink may update this Policy to address new service categories, verification methods, marketplace risks, operational practices or legal requirements. Material changes will be communicated through the platform, email or another reasonable method and will take effect on the stated date.

20. Governing Law

• This Policy is governed by the laws of the Republic of Trinidad and Tobago, without prejudice to mandatory rights that apply. The dispute-resolution provisions in the Terms of Use apply.
• Contact and Legal Notices
• Platform: TruLink www.trulinkcaribbean.com
• Operator: NEXORA TRULINK CARIBBEAN DIGITAL MARKETPLACE
• Registered address: The Mews, Cascade Main Road, Cascade, Trinidad and Tobago
• General support: support@trulinkcaribbean.com
• Privacy matters: privacy@trulinkcaribbean.com
• Legal notices: legal@trulinkcaribbean.com

Contact and Legal Notices

Platform: TruLink (www.trulinkcaribbean.com)

Operator: NEXORA TRULINK CARIBBEAN DIGITAL MARKETPLACE

Registered address: The Mews, Cascade Main Road, Cascade, Trinidad and Tobago

General support: support@trulinkcaribbean.com

Privacy matters: privacy@trulinkcaribbean.com

Legal notices: legal@trulinkcaribbean.com