Provider Terms of Service

1. Provider Obligations

As a provider on VettaLux, you agree to:

• Maintain accurate, current business information on your profile at all times
• Respond to customer leads in good faith and within the specified SLA windows
• Deliver services as represented on your profile
• Maintain valid business licenses and insurance as required by your jurisdiction
• Not misrepresent qualifications, experience, certifications, or service capabilities
• Treat customers with professionalism and resolve disputes in good faith

2. Verification Requirements

VettaLux offers document verification to enhance provider credibility. Providers may submit:

• Business license (+30 verification points)
• Insurance certificate (+25 verification points)
• Business identity confirmation (+20 verification points)

Documents are reviewed by our Trust & Safety team within 48 hours. Expired documents must be renewed within 30 days — we send reminders at 60, 30, and 7 days before expiry, and on the day of expiry.

3. Subscription & Billing

Provider subscriptions are available in three tiers: Starter ($49/mo), Growth ($129/mo), and Elite ($299/mo). Annual billing provides a discount. See our Pricing page for current rates and features.

Payment failure handling:

• Day 0: Payment fails — email notification sent
• Days 1-7: Automatic retry attempts with email warnings
• Day 7: Grace period — features restricted
• Day 14: Restricted — profile hidden from search results
• Day 30: Subscription cancelled, plan tier reset

Upgrades: Prorated immediately. You pay the difference for the remainder of your billing period. Cancellation: Takes effect at the end of your current billing period. No partial refunds for unused time.

4. Trust Score & Ranking

Your Trust Score is calculated automatically based on seven weighted dimensions. You can improve your score by:

• Earning positive verified reviews from real customers
• Completing document verification (license + insurance)
• Responding promptly to leads (under 4 hours recommended)
• Maintaining an active profile with regular logins
• Covering a broad service territory

Paid tools (campaigns, add-ons) amplify visibility but cannot override earned trust score ranking. See our Trust Scores page for the full methodology.

5. Review Integrity

Providers may not:

• Solicit fraudulent, incentivized, or fake reviews
• Retaliate against customers who leave negative reviews
• Attempt to manipulate their trust score through artificial means
• Create fake customer accounts to submit reviews

Violations result in Review Integrity Score penalties, probation, or permanent suspension depending on severity.

6. Suspension, Probation & Appeals

VettaLux may place provider accounts in probation or suspension for policy violations. The trust state machine operates as follows:

• Probation: Triggered by fraud signals, complaint thresholds, or document issues. Visibility may be restricted.
• Suspension: Profile hidden, leads paused. Formal investigation conducted.
• Reinstatement: Requires formal appeal. If approved, 90-day monitored probation period with restricted visibility.
• Ban: Permanent for severe violations (fraud, safety threats). Legal notification issued. Irreversible.