1. Neutral Marketplace Intermediary Status

2. Non-Circumvention & Off-Platform Payments

To preserve platform security, dispute protection, and operational integrity:

• Strict In-App Payment Rule: Users (Customers and Vendors) are strictly prohibited from soliciting, offering, or accepting direct payments or off-platform arrangements for jobs discovered through MCG.
• Enforcement & Permanent Ban: Exchanging direct personal contact details prior to official job assignment or attempting to bypass platform payment channels will result in immediate permanent account termination and forfeiture of accrued Micro-Equity.

3. Account Registration & User Verification

Users agree to provide accurate, complete information during registration:

• Customer Data: Name, verified mobile phone number, email address, and precise service address.
• Vendor Verification: Vendors must submit valid government-issued identification (Driver's License/Passport), business registration, tax details, professional licenses, and commercial insurance certificates.
• Account Security: Users are responsible for maintaining credential secrecy and protecting single-use OTP codes.

4. Anonymous Bidding & Service Contract Execution

To enforce privacy and eliminate unsolicited lead communication, MCG enforces sequential privacy controls:

• Sanitized Job Posting: Customer requests, job scopes, photos, and general locations are published anonymously to qualified Vendors.
• Blinded Selection: Customers select Vendors based purely on pricing, ratings, completed job media, and response notes without public display of Vendor business names prior to selection.
• Assignment & Contact Disclosure: Full contact details, exact coordinates, and turn-by-turn navigation are revealed only after full customer booking payment.

5. Payment, Escrow & 4-Digit Completion Code

All financial transactions occur securely inside the Platform under strict escrow controls:

• Upfront Collection: Total service fees (including convenience charges) are collected from the Customer upfront upon booking.
• 48-Hour Escrow Hold: Vendor payouts are held by MCG for forty-eight (48) hours following job completion verification.
• 4-Digit Completion Code: Completion is validated when the Customer provides their unique 4-digit verification code to the Vendor upon job satisfaction.

6. Mandatory Pre-Legal Informal Dispute Resolution

In the event of any disagreement, misunderstanding, or claim arising out of or related to platform usage or service delivery:

• 30-Day Mandatory Consultation: All parties agree to notify MCG support first and participate in a mandatory 30-day informal consultation process to settle disputes prior to initiating formal arbitration, administrative filings, credit card chargebacks, or legal claims.
• Administrative Discretion: MCG reserves the right to review submitted media, job scope details, check-in timestamps, and communication logs to mediate fair outcomes, issue partial/full refunds, or reallocate platform credits.

7. Disclaimer of Warranties & Liability Cap

The MCG platform is provided on an "AS IS" and "AS AVAILABLE" basis without express or implied guarantees. To the maximum extent permitted under applicable law:

• Vendor Performance: MCG disclaims liability for provider performance errors, property damage, personal injury, or service delays.
• Financial Cap: MCG's total aggregate liability under any legal theory is capped at the total platform service fees collected by MCG on the specific transaction in question, or $100 USD (whichever is lower).

8. User-Generated Media & Scope License

Users retain ownership of photos, videos, and descriptions uploaded to the platform, but grant MCG a perpetual, worldwide, royalty-free license to use, compress, store, and display uploaded media for AI Concierge scoping, quality auditing, dispute resolution, and platform marketing.

9. Abuse Prevention & Account Termination

MCG systematically monitors for platform gaming, excessive cancellations, non-confirmations, or abusive conduct, enforcing automated thresholds up to full account blocking and administrative review.

1. Dynamic Per-Service Cancellation Charges

2. Fixed Dispatch Fees

Where a service option includes a designated Fixed Dispatch Fee:

• If a Customer cancels a service request after a Vendor has dispatched or arrived at the designated job coordinates, the Fixed Dispatch Fee will be deducted from the Customer's eligible refund and remitted to the Vendor to cover travel costs.

3. Inaccurate Scope & Misrepresentation On-Site

If a Vendor arrives on-site and finds the physical work drastically exceeds the Customer's submitted description or media:

• Inaccurate Scope Flag: The Vendor may flag an Inaccurate Scope Request in-app.
• Resolution Choice: The Customer must approve an updated bid or cancel. If cancelled, the Customer is charged the Fixed Dispatch Fee, and the Vendor's cancellation score is unaffected.

4. Tolls, Parking & Secondary Fees

For towing, rideshare, or delivery services, highway tolls, parking passes, or lot release fees incurred during execution are the financial responsibility of the Customer unless explicitly included in the accepted bid.

5. Extreme Weather & Force Majeure Overrides

During verifiable extreme weather events, severe road blockages, or natural disasters, MCG Admin may override standard cancellation rules, waive dispatch penalties, and ensure neither party's cancellation score is penalized.

6. OTP Receipt Cancellation Lock Cutoff

7. Customer Cancellation & Consecutive Tracking

If a Customer cancels a request prior to payment or execution:

• Consecutive Tracking: Customer consecutive cancellation count increments automatically.
• System Warnings: Warnings are issued upon reaching the second-to-last permitted cancellation threshold.
• Account Blocking: Exceeding the maximum consecutive cancellation threshold set by Admin blocks the Customer from submitting further service inquiries until reviewed.

8. Vendor Cancellation Rules & 100% Customer Refund

When a Vendor initiates a job cancellation for any reason:

• 100% Customer Guarantee: The Customer receives a 100% full refund including all service costs, platform convenience fees, and processing fees.
• Vendor Count Increment: The Vendor's consecutive cancellation count increments. Exceeding Admin limits triggers an automatic block on accepting new requests, requiring direct Admin contact for reinstatement.

9. 48-Hour Payout Hold & Dispute Escrow

• Escrow Window: Customer payments are collected upfront and held by MCG for 48 hours following job completion marking.
• Automatic Release: If no dispute is filed within 48 hours, payout automatically releases to the Vendor.
• Dispute Freeze: If a dispute is raised within 48 hours, payout is frozen until Admin resolution.

10. In-App Claim Submission Procedure

To file a cancellation dispute or claim prior to OTP verification, users must complete the in-app dispute workflow:

• Reason Selection: Choose an applicable reason from the standardized list (No-Show, Safety Concerns, Emergencies, Location Problems, Inaccurate Information, Quality/Behavior Issues, etc.).
• Detail Requirement: Provide a written explanation of at least 256 characters detailing the situation.
• Media Upload: Upload up to 9 media files (including photos and compulsory video evidence where required).

11. Platform Abuse Signals & Monitoring

MCG systematically monitors for abuse signals (unconfirmed jobs, low ratings below 3.8 over 10+ jobs, abandoned sites). For claims or questions, contact support via admin@mycitigem.com or in-app support.