Marketplace Trust, Safety & Integrity Policy

FARENIO Ecosystem — Terms, Policies & Agreements

FARENIO ECOSYSTEM

MARKETPLACE TRUST, SAFETY & INTEGRITY POLICY

Last updated: 19 September 2026

This Policy is issued by GQ VENTURES SAS, trading as FARENIO, under French and European Union law, and forms Level 1 of the FARENIO Governance Hierarchy set out in Article 1 below.

ARTICLE 1 – GOVERNANCE HIERARCHY

This Policy forms part of the FARENIO AI Governance & Compliance Framework, which establishes the governance architecture applicable to trust, safety, artificial intelligence, information security, platform verification, financial-crime controls and tax-reporting controls throughout the FARENIO Marketplace and Ecosystem.

FARENIO operates the following governance hierarchy:

Level 1 — Trust & Safety

Protection of Clients, Hosts, Service Providers, Cleaners, Vendors, Partners, properties and the integrity of the Marketplace.

Level 2 — Artificial Intelligence Governance

Governance of AI systems, automated decision-making, algorithms and AI-assisted operations.

Level 3 — Security / ISMS

Protection of information, systems, infrastructure, applications, accounts, APIs and business operations.

Level 4 — Identity, KYC/KYB, AML/CFT Interface & DAC7

Verification of marketplace participants, trader traceability, tax-reporting due diligence, payment-provider compliance interfaces and financial-crime risk controls. This layer is addressed in FARENIO's dedicated AML, KYC, CTF & DAC7 Compliance Policy and is not duplicated in this document.

These layers form a single control architecture but remain legally distinct. Compliance with one layer shall not be treated as compliance with another.

This Policy sets out Level 1 — Trust & Safety. AI Governance (Level 2) is addressed in FARENIO's AI Governance & Responsible AI Policy, information-security controls (Level 3) are addressed in FARENIO's Information Security Management System Policy, and identity verification, KYC/KYB, AML/CFT and DAC7 tax-reporting controls (Level 4) are addressed separately in FARENIO's AML, KYC, CTF & DAC7 Compliance Policy.

ARTICLE 2 – OBJECTIVES

FARENIO shall maintain a Trust & Safety framework designed to:

  • Protect Marketplace Users;
  • Establish Confidence In Service Providers And Vendors;
  • Prevent Fraud, Impersonation And Misuse;
  • Support Trader Traceability;
  • Protect Properties And Persons;
  • Establish Complaint And Escalation Mechanisms;
  • Support Lawful Marketplace Transactions;
  • Detect Abusive Or Suspicious Conduct;
  • Protect Platform Integrity; And
  • Provide Proportionate Enforcement And Appeal Mechanisms.

ARTICLE 3 – SCOPE

Trust & Safety controls apply to:

  • Clients;
  • Hosts;
  • Property Managers;
  • Service Providers and Cleaners;
  • Vendors;
  • Partners;
  • Administrators;
  • Marketplace Accounts;
  • Bookings;
  • Properties;
  • Payments And Payouts;
  • Reviews;
  • Communications;
  • API and PMS integrations; and
  • other activities conducted through the FARENIO Ecosystem.

ARTICLE 4 – SERVICE PROVIDER AND TRADER VERIFICATION

Before permitting a Service Provider or Vendor to offer services where verification is legally or operationally required, FARENIO shall implement proportionate verification controls.

Depending upon the person's status, these may include:

Individual

  • Legal Name;
  • Date Of Birth Where Necessary;
  • Address;
  • Email;
  • Telephone Number;
  • Identity Verification;
  • Tax Identification Information Where Legally Required;
  • Business Status;
  • Payout-Account Information; And
  • Other Information Required By Applicable Law.

Business / Professional

  • Legal Name;
  • Trading Name;
  • Registered Address;
  • Registration Number;
  • SIREN/SIRET Or Foreign Equivalent;
  • VAT Number Where Applicable;
  • Authorised Representative;
  • Beneficial-Owner Information Where Required For The Applicable Purpose;
  • Professional Insurance Where Required By FARENIO;
  • Payout-Account Information; And
  • Supporting Documentation.

Verification shall be proportionate to the legal obligation and identified risk.

ARTICLE 5 – DSA TRADER TRACEABILITY

Where FARENIO constitutes an online platform enabling consumers to conclude distance contracts with traders and the relevant Digital Services Act provisions apply to FARENIO, the Platform shall maintain trader-traceability controls required by applicable law.

Required information shall be collected and reasonably verified before the relevant trader is permitted to offer services where legally required.

FARENIO shall maintain appropriate procedures for:

  • Onboarding;
  • Verification;
  • Correction;
  • Updating;
  • Suspension;
  • Trader Identification;
  • Record Keeping; And
  • Disclosure Of Legally Required Trader Information.

ARTICLE 6 – SERVICE PROVIDER SAFETY

FARENIO may maintain proportionate eligibility and safety controls concerning Service Providers, including:

  • Identity Verification;
  • Insurance Verification;
  • Professional-Status Verification;
  • Qualifications Where Relevant;
  • Account Integrity;
  • Fraud Indicators;
  • Complaint History;
  • Service-Quality Indicators; And
  • Safety Incidents.

Verification by FARENIO does not constitute a guarantee that a Service Provider will never commit misconduct or provide deficient services.

ARTICLE 7 – MARKETPLACE FRAUD

FARENIO shall maintain measures to identify and respond to:

  • False Identities;
  • Duplicate Accounts;
  • Payment Fraud;
  • Payout Fraud;
  • Account Takeover;
  • Fabricated Bookings;
  • Collusive Activity;
  • Fraudulent Refunds;
  • False Documentation;
  • Manipulated Reviews;
  • Circumvention Of Platform Controls;
  • Abuse Of Promotional Systems; And
  • Other Material Marketplace Fraud.

Automated fraud-detection tools may support these controls but shall be subject to the AI Governance requirements set out in FARENIO's AI Governance & Responsible AI Policy where applicable.

ARTICLE 8 – COMPLAINTS, RESTRICTIONS AND APPEALS

Material account restrictions shall be documented.

Where required by applicable law or FARENIO policy, affected users shall receive:

  • Appropriate Notice;
  • Reasons For The Decision;
  • Available Review Mechanisms; And
  • Access To Human Review.

AI-generated risk scores alone shall not automatically establish misconduct.

ARTICLE 9 – TRUST & SAFETY INCIDENTS

Material Trust & Safety incidents shall be classified, investigated and documented.

Escalation may include:

  • Temporary Account Restriction;
  • Booking Suspension;
  • Payout Review;
  • Preservation Of Evidence;
  • Security Escalation;
  • Privacy Escalation;
  • Compliance/Legal Escalation;
  • Payment-Provider Escalation;
  • Law-Enforcement Cooperation Where Legally Required; And
  • Permanent Account Termination Where Justified.

ANNEX A

TRUST & SAFETY REGISTER

FARENIO shall maintain, as appropriate:

  • Provider Verification Register;
  • Vendor Verification Register;
  • Trader Traceability Register;
  • Fraud Case Register;
  • Complaint Register;
  • Account Restriction Register;
  • Appeals Register;
  • Safety Incident Register; and
  • Trust & Safety Risk Register.

ARTICLE 10 – RECORDS AND EVIDENCE

FARENIO shall maintain proportionate evidence demonstrating operation of this Policy and the wider FARENIO AI Governance & Compliance Framework, including, as relevant to Trust & Safety:

  • Policies;
  • Registers;
  • Risk Assessments;
  • AI Classifications;
  • DPIAs;
  • Security Assessments;
  • Verification Records;
  • Supplier Reviews;
  • Access Reviews;
  • Training Records;
  • Deployment Approvals;
  • Incidents;
  • Complaints;
  • Corrective Actions;
  • Audits; And
  • Management Reviews.

ARTICLE 11 – LEGAL PRECEDENCE

This Policy forms part of the internal governance architecture of GQ VENTURES SAS operating under the FARENIO trade name. It shall operate together with the FARENIO Terms and Conditions, Service Provider Terms, Vendor/Partner Terms, Privacy Policy, Cookie Policy, Consumer Information, Information Security Policies, Incident Response Plan, Data Retention Policy, Business Continuity Plan, contractual payment-provider arrangements and applicable tax and accounting procedures.

Nothing in this Policy limits mandatory statutory rights or obligations.

Where a conflict exists between this Policy and mandatory French or European Union law, mandatory law prevails.

ARTICLE 12 – CORE GOVERNANCE RULE

FARENIO adopts the following control principle:

VERIFY PEOPLE → PROTECT USERS → PROTECT DATA → SECURE SYSTEMS → GOVERN AI → CONTROL PAYMENTS → REPORT TAX DATA → MONITOR → AUDIT → IMPROVE.

No commercial objective, automated system, Service Provider, employee, contractor, Vendor, Partner or third-party technology provider may override a mandatory legal or regulatory requirement.

ARTICLE 13 – CONTACT

Governance and compliance matters relating to Trust & Safety:

GQ VENTURES SAS — FARENIO

Compliance & Governance Function

Email: contact@farenio.com

Privacy requests shall be submitted through the privacy contact identified in the FARENIO Privacy Policy.

Security incidents shall be submitted through FARENIO's designated security-reporting channel.

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