Complaints, Enforcement, and Reconsideration Rules

1.How to raise a concern

A user may report a platform, Partner, property, verification, privacy, payment, safety, discrimination, content, or conduct concern through the available support channel or by emailing [email protected]. The report should identify the account or property, relevant dates, what occurred, requested outcome, and available supporting records.

• Contact emergency services first for an immediate threat to life, safety, or property.
• Privacy access, correction, consent-withdrawal, and privacy complaints are also handled under the Privacy Policy and may be escalated to the Privacy Officer.

2.Triage and interim action

LNK classifies urgency and may take a temporary, targeted step before completing review where reasonably necessary to protect a person, preserve evidence, prevent fraud or payment loss, comply with law, or contain a serious privacy, safety, discrimination, or security risk.

• Interim action may include pausing a visit, restricting a listing or protected action, placing an authorized and proportionate payment hold, preserving a record, limiting contact, or requesting current evidence. Interim authority is not permission to make an unsupported damage charge or retain unrelated funds indefinitely.
• An interim measure is not a final finding and will be reviewed as information becomes available.

3.Fair evidence review

LNK considers reasonably available and relevant platform records, documents, communications, photographs, transaction records, witness information, prior related incidents, and responses from affected parties. The weight of evidence depends on reliability, specificity, consistency, and context.

• Except where notice would create material safety, legal, privacy, fraud, retaliation, or evidence risk, an affected user, including a Partner or Traveler, receives the substance of a potentially material allegation or monetary claim and a reasonable opportunity to respond. If notice is temporarily withheld, LNK reassesses that restriction and supplies a meaningful summary when reasonably safe and lawful.
• LNK does not treat the number of repeated reports as proof when they arise from the same underlying incident or coordinated activity.
• Knowingly false, manipulated, retaliatory, or abusive reports may themselves violate platform rules.

4.Confidentiality, privacy, and non-retaliation

LNK limits complaint information to people and service providers who reasonably need it for review, safety, support, legal compliance, insurance, or enforcement. LNK may withhold another person's identity or sensitive information where disclosure is unnecessary, unsafe, unlawful, or unfairly invasive, while still providing enough substance for a meaningful response where practicable.

• Retaliation, intimidation, harassment, discrimination, or interference because a person raised or participated in a good-faith concern is prohibited.
• Records are retained under the Privacy Policy, operational retention schedule, and any documented legal, insurance, safety, fraud, or dispute hold.

5.Proportionate outcomes

Where a concern is substantiated, LNK selects an outcome reasonably connected to seriousness, actual or potential harm, intent, recurrence, cooperation, corrective action, contractual requirements, and the need for consistent marketplace protection.

• Possible outcomes include no action, guidance, correction, training, remediation, monitoring, a warning, property-level ineligibility, rescheduling, listing restriction, temporary account restriction, payment review, content removal, suspension, termination, insurer or authority referral, or another action allowed by the governing terms.
• A performance failure ordinarily remains property-specific. Account-wide action requires an account-wide or systemic basis.

6.Written decision and cure

A material final decision records the issue, material facts, governing standard, evidence relied upon, result, scope, effective date, available cure, and reconsideration route. LNK may omit sensitive or privileged detail but will not rely on undisclosed discretion as a substitute for a governing reason.

7.Request for reconsideration

An affected user, including a Partner or Traveler, may request reconsideration within 30 days after receiving a material decision by emailing [email protected]. The request should identify a factual or calculation error, procedural concern, inconsistent application, or material new evidence that was not reasonably available before the decision.

• During the founder-operated launch, the Founder is LNK's final internal decision maker for the original decision and reconsideration. LNK may later designate an authorized senior reviewer. The review freshly considers the challenged issue and new material but is not represented as an independent appeal. Where practicable, a person other than the original reviewer should participate.
• A decision maker will disclose and document a direct personal conflict and, where reasonably practicable, obtain a neutral external recommendation or alternative review before the final internal decision. This does not promise an independent adjudicator during the controlled launch.
• LNK records the reconsideration request, evidence reviewed, decision, reasons, and date. A request does not automatically pause an urgent protective measure. The 30-day period is an internal review deadline, not a shortened legal limitation period; LNK may accept a late request for a reasonable explanation or material new evidence. This process does not prevent a lawful card dispute or court claim and does not stop an external deadline from running.
• After a meaningful initial review and reconsideration, LNK may close the internal review and decline repeated requests concerning the same issue that identify no material new evidence, factual or calculation error, or procedural concern. LNK may consolidate related requests while preserving a meaningful opportunity to address each material issue. This does not prevent reporting a new incident or safety risk, correcting a demonstrated error, submitting a request LNK must handle by law, or exercising an external legal or regulatory right. Statutory privacy requests remain subject to their own requirements.

8.Decision principles and external rights

LNK will exercise contractual discretion honestly, in good faith, for purposes connected to the governing agreements, and as consistently and proportionately as reasonably possible. Nothing in these rules limits a non-waivable right to contact a regulator, human-rights body, privacy commissioner, law-enforcement authority, insurer, court, or other lawful forum.