Trust &
Safety Policy
How LusitoHub protects every member of its community — clients, providers, and the public
Our Commitment to Safety
Trust is not a feature — it is the foundation on which LusitoHub is built. Every policy, system, and decision we make is filtered through one question: does this make our community safer?
LusitoHub connects clients who need transport and delivery services with providers who fulfil them. This relationship depends entirely on mutual trust: clients must trust that providers are who they claim to be, will show up, and will handle goods and passengers safely. Providers must trust that clients will pay fairly, behave respectfully, and use the platform honestly.
Our Trust & Safety framework exists to create and maintain that trust through verification, secure infrastructure, enforceable community standards, and responsive support. This document outlines each element of that framework in full.
This policy applies to all registered users of LusitoHub — clients, providers, and any third parties interacting with the platform. By using LusitoHub, all users agree to the terms and standards set out here.
No party on LusitoHub should ever feel unsafe, defrauded, or unheard. Where safety is at risk, we act immediately. Where disputes arise, we resolve them fairly. Where policies are violated, we enforce consequences without exception.
Identity Verification
Knowing who is on the platform is the first line of defence. We verify providers rigorously and give clients the tools to make informed decisions.
No provider may accept a paid job until their identity has been verified and approved by the LusitoHub Trust & Safety team. Verification is a one-time process unless documents expire or a provider's account is flagged for re-verification.
The following documents are required:
| Document | Purpose | Status |
|---|---|---|
| Government-issued ID or Passport | Confirms legal identity | Required |
| Face photo (selfie holding ID) | Confirms document belongs to applicant | Required |
| Proof of residence | Utility bill or bank statement (3 months old max) | Required |
| Vehicle registration certificate | Confirms legal vehicle ownership | Required for drivers |
| Vehicle insurance certificate | Confirms minimum third-party coverage | Required for drivers |
| Roadworthy certificate | Confirms vehicle is fit for road use | Required for drivers |
| Public Driving Permit (PDP) | Confirms licence to carry passengers or cargo commercially | Required where applicable |
| Police clearance certificate | Criminal background check | Strongly recommended |
Verification is reviewed by the Trust & Safety team within 24 to 72 hours of submission. Approved providers receive a verified badge visible on their profile to all clients. If a document is rejected or expires, the provider is notified and given the opportunity to resubmit.
Clients are not required to submit identity documents to post jobs or fund escrow. However, the platform provides clients with tools to assess provider trustworthiness before engaging:
- Verified badge indicating completed identity and document checks
- Star rating and written review history from previous clients
- Job completion rate and account activity history
- Profile photo and publicly visible name
- Vehicle type, make, and registration details (for transport providers)
- Ability to block or report any provider at any time
A verified badge does not constitute an endorsement of any provider by LusitoHub. Verification confirms that submitted documents were reviewed and appeared valid at the time of submission. Clients retain the right to decline any provider and should exercise personal judgment.
Platform-Only Communications
All communication between clients and providers must take place through the LusitoHub platform. This is not merely a policy preference — it is a fundamental safety and accountability requirement.
All messages, negotiations, agreements, job details, and post-job communications between clients and providers must be conducted exclusively through the LusitoHub in-app messaging system.
Sharing personal phone numbers, WhatsApp numbers, email addresses, or any other external contact information for the purpose of continuing a job-related conversation outside the platform is a violation of this policy and may result in account suspension.
This rule exists for reasons that protect every party on the platform:
| Reason | Explanation |
|---|---|
| Evidence preservation | Messages sent through the platform are securely stored and can be used as evidence in the event of a dispute. External communications cannot be verified and will not be accepted as evidence. |
| Fraud prevention | A significant portion of transport and delivery fraud occurs when parties move off-platform to negotiate payment or job terms, bypassing the escrow system. Keeping communications on-platform protects both parties from being defrauded. |
| Privacy protection | Personal phone numbers and contact details shared with strangers expose users to harassment, unsolicited contact, and privacy breaches. The platform acts as a secure communication layer that preserves user privacy. |
| Dispute eligibility | Jobs or agreements negotiated outside the platform are not covered by LusitoHub's dispute resolution or refund policies. If payment or terms are agreed via WhatsApp or phone, LusitoHub cannot intervene. |
| Community accountability | On-platform messaging allows the Trust & Safety team to identify patterns of harassment, coercion, or fraud and act on them. Off-platform behaviour cannot be monitored or acted upon. |
The only circumstance in which brief off-platform contact is permitted is for real-time operational coordination during an active, confirmed, and escrow-funded job — for example, to confirm a pickup location when GPS is imprecise. Even in these cases, the substance of the job agreement (price, scope, payment) must not be renegotiated outside the platform.
All confirmations, amendments, or agreements about job scope and payment must be communicated and recorded through the platform before or after any such brief call.
Soliciting or accepting off-platform payment — including cash, MoMo, or bank transfer — for a job posted on LusitoHub is a serious violation of platform policy. It removes the escrow protection for both parties and circumvents the platform's fee structure. Any user found doing so will have their account suspended pending investigation.
If another user asks you to communicate or pay outside the platform, do not comply. Report the request immediately using the Report function on the user's profile or message thread. LusitoHub will investigate and take action.
Payment Security & Escrow
Every payment on LusitoHub passes through a secure escrow system designed to protect both clients and providers from non-payment, fraud, and disputes.
When a client accepts a provider's bid, the agreed job value is immediately transferred from the client's wallet into a secure escrow hold. The provider can see that funds are secured before beginning work. The escrow hold is released to the provider only after the client explicitly confirms job completion.
- Client posts a job and receives bids from verified providers
- Client accepts a bid — the agreed amount is locked in escrow from the client's wallet
- Provider sees the escrow confirmation and begins the job
- Job is completed; client receives a prompt to confirm completion
- Client confirms — escrow is released; platform commission is deducted; provider receives 90% in their wallet
- If the client does not confirm within 24 hours of job completion, escrow is released automatically to protect the provider
- If either party disputes the outcome, escrow is held frozen pending admin review
| Scenario | Escrow Outcome |
|---|---|
| Job completed, client confirms | Released to provider (less 10% commission) |
| 24 hours pass with no client response | Auto-released to provider |
| Client raises dispute within 24 hours | Frozen pending Trust & Safety review |
| Job cancelled before work commences | Full refund to client wallet |
| Dispute resolved in client's favour | Full refund to client wallet |
| Dispute resolved in provider's favour | Released to provider (less 10% commission) |
Providers should never begin work on a job unless the escrow confirmation is visible in the app. If a client claims to have paid but the app does not show escrow confirmed, the funds have not been secured. Do not proceed until the escrow status shows as active.
In addition to the escrow system, the platform implements several technical safeguards:
- All transactions are encrypted in transit and at rest
- No full payment credentials (card numbers, PINs) are stored on LusitoHub servers
- MTN MoMo transactions are authorised via OTP on the user's registered number
- An automated fraud detection system flags unusual transaction patterns for manual review
- Regular third-party security audits are conducted on the payment infrastructure
Data Protection & Privacy
LusitoHub collects only the data it needs to operate the platform safely and effectively. We do not sell personal data and take our data handling obligations seriously.
LusitoHub processes personal data in accordance with applicable Eswatini data protection legislation. All users have rights over the personal data held about them, including the right to request correction or deletion of inaccurate or outdated data.
| Data Category | Why We Collect It | Retention |
|---|---|---|
| Name, phone number, profile photo | Account creation and user identification | Duration of account |
| Identity documents | Provider verification | Duration of account + 12 months |
| Job history and messages | Dispute resolution and platform integrity | 24 months from job date |
| Transaction records | Financial record-keeping and fraud prevention | 5 years (statutory) |
| Device and IP data | Security monitoring and fraud detection | 90 days |
| Location data (during active jobs) | Route verification and safety monitoring | 30 days post-job |
Personal data is shared only with: the counterparty on a confirmed job (name and profile photo only), payment processors (MTN MoMo), and regulatory authorities where required by law. Data is never sold to advertisers or third-party marketers.
To request access to, correction of, or deletion of your personal data, contact privacy@lusitohub.com. Account deletion requests are processed within 30 days. Note that transaction records may be retained for the statutory minimum period regardless of account deletion.
Dispute Resolution
When things go wrong, LusitoHub provides a structured, impartial process to resolve disputes fairly. Both parties are heard. Evidence matters. Decisions are final within the platform.
Disputes must be raised within 24 hours of a job being marked as completed. After this window closes, the job is considered confirmed and escrow is released automatically. Late disputes cannot be processed.
- Raise the dispute: tap "Raise Dispute" on the relevant job within 24 hours of completion. Briefly describe what went wrong.
- Submit evidence: upload any supporting material — photos, screenshots of messages, description of events. The more detail provided, the faster and more accurate the review.
- Counterparty notified: the other party is informed immediately and given the opportunity to submit their own evidence and response.
- Trust & Safety review: the team reviews all submissions within 48 to 72 hours. In complex cases this may take up to 5 business days.
- Decision issued: both parties are notified by in-app notification and email. The decision specifies what happens to the escrowed funds.
- Funds released: escrow is released according to the decision — refund to client, or release to provider — within 24 hours of the decision.
Only evidence submitted through the platform dispute form will be considered. Screenshots of WhatsApp conversations, external emails, or verbal accounts cannot be verified and will not be accepted. This is another reason why all job communications must remain on-platform.
| Dispute Type | Typical Resolution |
|---|---|
| Provider did not show up | Full refund to client; provider warned or suspended |
| Goods damaged or lost in transit | Partial or full refund depending on evidence of negligence |
| Client refused to confirm after job completed | Escrow released to provider if evidence of completion exists |
| Job scope expanded without agreement | Payment released for agreed scope only |
| Safety incident during job | Escalated to senior team; possible suspension of both parties pending investigation |
Dispute decisions are final for platform purposes. They do not affect any legal rights either party may have and do not constitute legal advice. Parties are free to pursue legal remedies independently of the platform's decision.
Reporting Violations
Every member of the LusitoHub community has a role in keeping the platform safe. Reporting suspicious or harmful behaviour is encouraged and always taken seriously.
Reports can be submitted directly from within the app — on any profile, job listing, or message thread — using the Report button. Reports can also be submitted via email to safety@lusitohub.com for more serious or complex matters.
| Reportable Behaviour | How to Report |
|---|---|
| Harassment or abusive messages | Report button on message thread; account blocked immediately |
| Suspected fake profile or documents | Report button on user profile; verification re-triggered |
| Off-platform payment solicitation | Report button on message; investigated within 24 hours |
| Unsafe driving or vehicle condition | Report on job listing; provider flagged for re-inspection |
| Fraud or scam attempt | Email safety@lusitohub.com with screenshots; urgent response |
| Physical threat or assault | Contact emergency services first (911 / local police), then report to LusitoHub |
| Discrimination or hate speech | Report on message or profile; zero tolerance, immediate review |
All reports are treated confidentially. The reported user is not informed of who made the report. Anonymous reporting is supported for sensitive matters.
Urgent reports (threats, physical safety, active fraud) are reviewed within 2 hours during operating hours. Standard reports are reviewed within 24 to 48 hours. Complex investigations may take longer. Reporters are updated on the outcome where possible.
Community Standards
LusitoHub is a professional marketplace. All users are expected to conduct themselves with honesty, respect, and care for one another's safety and wellbeing.
The following behaviours result in immediate account suspension or permanent ban with no prior warning:
- Physical assault, threats of violence, or endangerment of any person during a LusitoHub job
- Sexual harassment, solicitation, or inappropriate conduct toward any user
- Submitting fraudulent, altered, or false identity or vehicle documents
- Creating multiple accounts to circumvent a ban or to manipulate ratings
- Operating a vehicle that is unregistered, uninsured, or does not have a valid roadworthy certificate
- Accepting payment outside the platform (cash, MoMo, or bank transfer) for a job listed on LusitoHub
- Discrimination based on race, ethnicity, gender, religion, disability, nationality, or sexual orientation
- Sharing, distributing, or using any other user's personal data obtained through the platform
Beyond the absolute prohibitions, the following conduct standards apply to maintain a professional and trustworthy marketplace:
- Providers must arrive on time or notify clients promptly of delays through the platform
- Providers must handle goods with reasonable care and notify clients immediately of any damage
- Clients must give accurate job descriptions and not add significant scope without renegotiating via the platform
- Both parties must respond to platform notifications and dispute requests within a reasonable time
- Reviews and ratings must be honest and based on genuine job experience; retaliatory or fake reviews are prohibited
- All users must keep their account information — including vehicle documents and contact details — up to date
- Both parties must cooperate with Trust & Safety investigations when requested
LusitoHub's rating system depends on honesty. Leaving a negative review in retaliation for a dispute outcome, or soliciting positive reviews in exchange for discounts or other benefits, is a violation of community standards. Suspicious review patterns are investigated and may result in review removal and account warnings.
Account Suspension & Bans
LusitoHub takes a graduated approach to enforcement — proportionate responses for minor violations, immediate action for serious ones.
| Violation Severity | Example | Typical Action |
|---|---|---|
| Minor — first offence | Late without notification, incomplete job description | Warning issued; noted on account |
| Minor — repeat offence | Second or third late without notification | Formal warning; visible note on profile |
| Moderate | Attempting off-platform communication, retaliatory review | Temporary suspension (7–30 days) |
| Serious | Off-platform payment, fake review network, expired documents | Extended suspension; re-verification required |
| Severe / Zero Tolerance | Fraud, assault, false documents, discrimination | Permanent ban; no appeal |
During a temporary suspension, the account remains accessible for viewing purposes but the user cannot post jobs, bid on jobs, send messages, or initiate withdrawals. Any funds in escrow at the time of suspension are held pending the outcome of the investigation.
Users who believe a suspension was issued in error may submit an appeal to appeals@lusitohub.com within 14 days of the suspension notice. Appeals must include a written explanation and any supporting evidence. Appeals are reviewed by a senior member of the Trust & Safety team not involved in the original decision.
Permanent bans issued for zero-tolerance violations are not subject to appeal. Bans issued for verified fraud, assault, or document falsification are final.
Emergency & Contact
In a genuine emergency involving physical danger, always contact the police or emergency services first. LusitoHub support is available for platform-level safety issues.
If you are in immediate physical danger during a LusitoHub job — including assault, threats, or unsafe vehicle operation — leave the situation if safe to do so and call the Eswatini Police Service emergency line or the relevant emergency number in your location. Do not wait to contact LusitoHub first.
After ensuring your safety, report the incident to LusitoHub using the in-app Report function or by emailing safety@lusitohub.com. Include as much detail as possible: time, location, job reference, and a description of what occurred.
| Contact Type | Channel | Response Time |
|---|---|---|
| Safety emergency (platform level) | safety@lusitohub.com | Within 2 hours |
| Dispute or refund query | In-app support chat | Within 24 hours |
| General support | info@lusitohub.com | Within 24–48 hours |
| Account suspension appeal | appeals@lusitohub.com | Within 5 business days |
| Data privacy requests | privacy@lusitohub.com | Within 30 days |
| Phone (urgent, business hours) | +268 7618 4882 | Same day |
Version 1.0 — January 2025 (initial release) · Version 1.1 — March 2026 (platform communications policy expanded; account suspension table added)