Help & Safety

Help and Safety for Listers and Rentees — Condivio’s Commitment to Safety & Trust in India

At Condivio, your safety, security, and peace of mind are paramount. We are dedicated to building a trusted community where Listers (property owners/authorized representatives) and Rentees (individuals seeking accommodation) can connect with confidence. Our robust policies and features are designed to create a transparent, reliable, and secure environment for everyone.

Here’s how we work together to ensure a safe experience:

1. Our Foundational Trust & Safety Measures

• Verified Identities: All Listers and Rentees must complete mandatory Know Your Customer (KYC) verification, including government-issued ID (e.g., Aadhaar, PAN) and address proofs. This helps confirm the identities of individuals interacting on our platform. Condivio may conduct background checks where necessary to enhance trustworthiness.
• Secure Communications: For your protection and peace of mind, all inquiries, negotiations, and messages must occur exclusively through the Condivio platform interface. This ensures a secure, auditable record and helps safeguard your personal information.
• Protected Payments:All financial transactions are processed securely through Condivio’s integrated payment gateway.
• Continuous Improvement: We regularly review and update our safety protocols based on community feedback and evolving best practices to ensure a continuously secure environment.

2. Before You Rent or List: Essential Guidance

For Rentees: Due Diligence is Key

• Review Thoroughly: Carefully examine property details, house rules, photos, and the terms of the Leave and License Agreement provided by the Lister.
• Read Reviews: Pay attention to feedback from previous Rentees to get a complete picture of the property and Lister.
• Understand Agreement: Ensure you fully understand the terms of the Leave and License Agreement before confirming.

For Listers: Accurate & Transparent Listings

• Be Truthful: Ensure all listing information property condition, amenities, photos, availability, rent, security deposit, and terms is accurate, current, and compliant with all applicable Indian laws and local municipal regulations.
• Disclose Everything: Proactively disclose any material facts, potential hazards, or unique property conditions upfront.
• Local Regulations: Clearly state any specific local regulations (e.g., municipal approvals, society rules) that Rentees should be aware of.

3. Lister Responsibilities: Ensuring a Safe and Compliant Stay

• Listing Accuracy & Updates: Keep your listing information precise and current. Promptly update it if there are any significant changes to the property or its availability.
• Legal & Local Compliance: It is your responsibility to ensure your property and listing activities comply with all applicable Indian central, state, and local laws. This includes necessary local licenses, municipal approvals (including short-term rental licenses or No Objection Certificates from society/authorities where applicable), building codes, fire safety, hygiene standards, and tenancy laws as per the applicable Rent Control Act or Model Tenancy Act.
• Safety Essentials — Equip Your Property: Install and regularly inspect essential safety devices such as smoke detectors (where applicable), fire extinguishers, and a readily accessible first-aid kit.
• Property Condition: Keep your premises clean, secure, and free from hazards, undertaking timely repairs. Address maintenance requests and safety issues reported by Rentees swiftly, ideally within 7 days.
• Emergency Information: Prominently display a clear list of local emergency contacts.
• Respecting Rentee Rights:Honor Rentees’ privacy and their right to peaceful occupation. Always notify and seek consent prior to any property access, except under genuine emergencies where immediate entry is warranted.
• Climate Control: Ensure your home is properly ventilated and that temperature control is clearly marked and functional. Rentees should be clear about how to safely use any heating or cooling appliances.

4. Rentee Responsibilities: A Safe and Respectful Stay

• Safety Familiarization: Upon move-in, take a moment to confirm the location and operability of essential safety features (fire extinguishers, emergency exits, alarms). Follow safety and hygiene practices to maintain a healthy environment.
• Care & Respect: Treat the property and its contents with due care. Avoid deliberate or negligent damage. Respect house rules, cohabitants, neighbours, and community guidelines to maintain harmony.
• Prompt Reporting: Immediately report any damages, defects, or safety concerns directly to the Lister and/or via the Condivio platform support system. Delay in reporting may impact rights to refunds or repairs.
• Compliance: Abide by all terms of the Leave and License Agreement, avoid illegal or disruptive activities including unauthorized subletting. Ensure timely payment of fees and adherence to occupancy limits.
• Emergencies: In any emergency (fire, medical, security threats), contact local emergency services instantly and inform the Lister.

5. Neighbourly Conduct & Community Harmony

Being a good neighbour is essential for a harmonious community.

• Building Rules:As a Lister, clearly relay your building's common area rules and society bylaws to your Rentees. Consider notifying your immediate neighbours when you will have Rentees.
• Smoking Policy: If smoking is not allowed, we suggest posting clear signs.
• Parking: Clearly communicate parking rules for your building and neighbourhood to your Rentees.
• Noise: Remind Rentees about keeping noise down, especially during late hours. Listers should consider policies regarding babies, pets, or parties.
• Pets: If you allow pets, ensure Rentees are educated about local regulations, parks, and customs (e.g., cleaning up after your dog).
• House Rules:To avoid surprises, Listers should include all relevant information regarding neighbourly conduct, smoking, parking, noise, and pet policies in their Condivio listing profile as “House Rules”.

6. Condivio’s Verification & Support

• Property Verification: Condivio may conduct property verifications using physical home-checkers or virtual tech-enabled walkthroughs to confirm listing authenticity and basic safety compliance. While this enhances confidence, it does not constitute, and should not be relied upon as, a guarantee, certification, or warrantyof the property’s condition, code compliance, structural integrity, or future performance. All findings are based solely on observable conditions as of the date of inspection.
• Lister Cooperation: Listers are obligated to cooperate fully with verification processes, providing accurate, up-to-date information and physical access where required.
• Grievance Center:If you encounter safety hazards, misconduct, fraud, or disputes, report them through Condivio’s in-app Grievance Resolution Center.
• Mediation Support: While Condivio facilitates communication and mediation between parties, we do not adjudicate legal claims. We encourage timely, open communication between parties for dispute resolution.
• Account Actions: Severe or unresolved issues may lead to account suspension or listing removal following an investigation.
• External Remedies: Users always retain the right to seek independent legal remedies outside the platform.

7. Prohibited Activities on Condivio

To maintain a safe and trusted community in India, the following activities are strictly prohibited:

• Posting false or misleading property information or identity falsification.
• Use of premises for unlawful activities, commercial use without authorization, or breaching the terms of the Leave and License Agreement.
• Harassment, discrimination (including based on religion, caste, gender, or origin), excessive noise, or behaviour that disturbs neighbours or cohabitants.
• Any activities that violate Indian laws or compromise the safety and well-being of others.

8. Health & Hygiene Standards

Lister Responsibilities

• Cleanliness: Listers must ensure thorough cleaning and sanitization between Rentee stays, especially for short-term accommodations.
• Supplies: Provide basic sanitation supplies and clear instructions on waste disposal.
• Healthcare Info: Advise Rentees on nearby healthcare facilities and emergency services.

Rentee Responsibilities

• Maintain Hygiene: Follow good hygiene practices throughout your stay to maintain a healthy environment.
• Waste Disposal: Adhere to provided instructions for waste and recycling.

9. Condivio’s Role & Disclaimer

Condivio operates as a technology facilitator connecting Listers and Rentees. We do not own, manage, or control any properties, nor do we act as a party to Leave and License Agreements or continuously monitor ongoing compliance beyond initial checks.

All Leave and License Agreements are bilateral legal contracts strictly between Listers and Rentees.

Condivio expressly disclaims all liability for the condition, safety, or legal compliance of any property, for the conduct of any Lister or Rentee, or for any financial losses, damages, or disputes arising from transactions, interactions, or issues occurring offline or related to the property or tenancy itself.

Users are strongly encouraged to seek independent legal advice regarding any specific legal or safety concerns. Your active participation and adherence to these guidelines are vital in making Condivio a secure and welcoming community for everyone.