NNAKKI TRUST & SAFETY CENTRE

1. Identity Verification Policy

Purpose

Identity verification is one of the most important ways NNAKKI builds trust across the marketplace.

Customers invite Professionals into their homes.

Professionals travel to unfamiliar locations and provide personal services.

Both parties deserve confidence that they are interacting with genuine, verified individuals.

Who Must Verify

Professional verification is mandatory.

Customer verification may be required where appropriate to:

• prevent fraud
• protect Professionals
• support payment security
• comply with legal requirements
• investigate disputes

Verification Methods

Depending on the user type, verification may include:

Identity Documents

Government-issued identification such as:

• National Identity Card
• Passport
• Driver's Licence (where permitted)
• Residence Permit

Selfie Verification

Live facial verification may be used to confirm that:

• the person matches the submitted identity document
• the account is being created by a real individual
• duplicate identities are prevented

Contact Verification

Verification of:

• Mobile number
• Email address

Banking Verification

Professionals receiving payouts must verify:

• Bank account ownership
• Account holder identity
• Payout details

Address Verification

Where required, Professionals may provide:

• Utility bill
• Bank statement
• Lease agreement
• Official proof of residence

Ongoing Verification

Verification is not a once-off event.

NNAKKI may periodically request updated documentation to:

• maintain marketplace integrity
• comply with regulations
• detect fraudulent activity
• improve customer confidence

Verification Outcomes

Accounts may be:

• Verified
• Provisionally Verified
• Pending Review
• Requires Additional Information
• Suspended
• Permanently Removed

2. Background Checks (Future Programme)

Looking Ahead

As NNAKKI expands across Africa, additional trust measures may be introduced for selected categories of Professionals.

These checks are intended to strengthen customer confidence while remaining fair, transparent and proportionate.

Future Verification Options

Depending on local laws and service categories, NNAKKI may introduce:

• Criminal record screening
• Professional licence verification
• Industry association membership verification
• Insurance verification
• Employment history verification
• Reference verification
• Enhanced business verification

Customer Consent

Where background checks are introduced, affected Professionals will be informed in advance and appropriate consent processes will be followed in accordance with applicable law.

Fair Assessment

A background check does not automatically disqualify a Professional.

Each case will be assessed individually, considering:

• relevance to the service
• seriousness of the matter
• applicable legal requirements
• rehabilitation where appropriate
• customer safety

3. Safety Reporting Policy

Speak Up. Stay Safe.

Trust depends on open communication.

We encourage every member of our community to report concerns promptly.

What Should Be Reported

Examples include:

• Unsafe behaviour
• Harassment
• Discrimination
• Threats
• Fraud
• Suspicious activity
• Property damage
• Professional misconduct
• Customer misconduct
• Identity concerns
• Payment scams

How to Report

Reports can be submitted through:

• The NNAKKI app
• The website
• Customer Support
• Email
• Future in-app Safety Centre

Information to Include

Reports should include where possible:

• Booking reference
• Date and time
• Description
• Photos
• Videos
• Screenshots
• Witness information
• Supporting documentation

Confidentiality

Safety reports are handled confidentially.

Information is shared only with authorised personnel or where required by law.

4. Incident Reporting Policy

Purpose

An incident is any event that may affect the safety, wellbeing or trust of users on the platform.

Examples

Incidents include:

• Injury during a service
• Equipment malfunction
• Allergic reaction
• Property damage
• Theft
• Violence
• Sexual misconduct
• Identity fraud
• Payment fraud
• Security concerns
• Serious disputes

Investigation Process

Once an incident is reported, NNAKKI may:

• acknowledge receipt
• assign a case reference
• gather evidence
• interview affected parties
• review platform records
• review communications
• determine appropriate action

Possible Outcomes

Depending on the findings, NNAKKI may:

• provide support
• facilitate mediation
• issue warnings
• suspend accounts
• remove users
• refer matters to law enforcement
• improve platform policies

Record Keeping

Incident records are retained in accordance with applicable legal obligations and NNAKKI's Privacy Policy.

5. Emergency Procedures

Your Safety Comes First

NNAKKI is not an emergency response service.

If you believe you or someone else is in immediate danger:

• Contact local emergency services immediately before contacting NNAKKI.

During an Emergency

Customers and Professionals should:

• Leave unsafe environments where possible.
• Contact emergency services.
• Seek medical assistance if required.
• Notify trusted family or friends.
• Preserve evidence where safe to do so.

After the Emergency

Once immediate safety has been secured:

• Report the incident through NNAKKI.
• Provide:
• Booking reference
• Timeline
• Supporting evidence
• Police case number (where applicable)

Support

Where appropriate, NNAKKI may:

• temporarily suspend accounts
• preserve platform evidence
• cooperate with lawful investigations
• assist affected users through our Trust & Safety Team

6. Professional Suspension Policy

Protecting Marketplace Trust

NNAKKI may suspend or permanently remove Professionals whose conduct threatens the safety or integrity of the marketplace.

Reasons for Suspension

Examples include:

• Fraud
• Identity misrepresentation
• Unsafe practices
• Harassment
• Violence
• Theft
• Professional misconduct
• Serious hygiene violations
• Repeated no-shows
• Repeated cancellations
• Fake reviews
• Payment circumvention
• Serious customer complaints
• Criminal activity affecting marketplace safety

Types of Suspension

Temporary Suspension

Applied while:

• investigations are underway
• verification is updated
• documentation is reviewed

Permanent Removal

Applied where:

• serious misconduct is confirmed
• fraud is established
• repeated violations occur
• customer safety is compromised

Fair Investigation

Before taking enforcement action, NNAKKI will generally:

• review available evidence
• consider responses from affected parties
• assess previous platform history
• evaluate the seriousness of the conduct

Immediate action may be taken where urgent intervention is necessary to protect user safety or prevent fraud.

Appeals

Professionals may submit additional information or request a review of certain enforcement decisions through the NNAKKI appeals process.

7. Fraud Prevention Policy

Preventing Fraud Before It Happens

NNAKKI combines technology, verification and operational oversight to reduce fraud across the marketplace.

Fraud Monitoring

We may monitor for:

• Fake identities
• Duplicate accounts
• Suspicious payment activity
• Device anomalies
• Account takeovers
• Fake reviews
• Booking manipulation
• Multiple failed payment attempts
• Unusual booking behaviour
• Location inconsistencies
• Rapid account changes

AI-Assisted Detection

NNAKKI may use artificial intelligence and machine learning to identify patterns that could indicate fraud.

Examples include:

• unusual booking behaviour
• payment anomalies
• suspicious messaging patterns
• identity inconsistencies
• account sharing
• organised fraudulent activity

AI supports our Trust & Safety team, but significant enforcement decisions are reviewed by appropriately authorised personnel.

User Responsibilities

Help protect your account by:

• using strong passwords
• enabling available security features
• never sharing verification codes
• reporting suspicious activity immediately
• keeping account information current

Cooperation

Users are expected to cooperate with reasonable fraud investigations, including providing supporting information where requested.

8. Scam Prevention Policy

Recognising Common Scams

Scammers often target online marketplaces by attempting to bypass trusted systems.[cite: 7]

NNAKKI actively works to prevent these scams—but users also play an important role.[cite: 7]

Common Scam Types

Off-Platform Payments

A user asks you to:

• pay by bank transfer
• use cash instead
• send money through another app

Never make payments outside NNAKKI for platform bookings.

Fake Verification Requests

Scammers may request:

• passwords
• one-time PINs
• verification codes
• banking credentials

NNAKKI will never ask for your password or one-time verification codes.

Fake Customer Support

Be cautious of anyone claiming to represent NNAKKI who requests payment, passwords or confidential information outside official communication channels.

Fake Profiles

Warning signs include:

• incomplete profiles
• unrealistic pricing
• copied portfolio images
• inconsistent communication
• requests to leave the platform

Report suspicious accounts immediately.

Booking Manipulation

Never agree to:

• fake bookings
• false reviews
• inflated ratings
• artificial transactions
• commission-sharing schemes that violate platform policies

If You Suspect a Scam

Immediately:

• stop communicating with the suspected scammer
• do not send money
• do not share personal information
• report the account through NNAKKI
• preserve screenshots and evidence