Trust & Safety

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Trust & Safety at AapkaSahyog

At AapkaSahyog.com, we take trust, safety, transparency, and integrity extremely seriously. Our platform’s purpose is to empower people and causes through collective giving—and that can only succeed if donors and campaign creators alike feel secure, respected, and confident in our processes.

This “Trust & Safety” page describes our principles, policies, processes, and rights in relation to ensuring the safety and integrity of our platform. If you have questions or concerns, you may contact us at anjorfoundation@gmail.com

Our Trust & Safety Principles
Role & Responsibility
Verification & Identity Checks
Campaign Review & Approval
Monitoring, Auditing & Spot Checks
Prohibited Content & Activities
Reporting, Moderation & Takedown Process
Dispute Resolution & Refunds
Prevention of Fraud, Abuse & Misuse
Financial Security & Payment Safeguards
Data Security & Privacy Protection
Community Guidelines & Behaviour Standards
Transparency & Disclosures
Suspensions, Bans & Penalties
Appeals Process
Cooperation with Authorities & Legal Compliance
Education, Guidance & Support
Continuous Improvement & Technology
Contact, Reports & Grievance Mechanism
Updates to Trust & Safety Policy
Definitions & Interpretation

1. Our Trust & Safety Principles

Integrity first — honesty, accountability, and fairness are non-negotiable.
Transparency — we aim to make rules, decisions, and fund flows visible and understandable.
Prevention over cure — proactive measures to prevent harm, fraud, or abuse.
Due process — giving fair notice, opportunity to respond, and appeal.
User-centric — prioritizing user safety, dignity, and rights.
Continuous vigilance — threats evolve, so must our defenses.

2. Role & Responsibility

We (AapkaSahyog) are responsible for designing, implementing, and enforcing rules, technical controls, and moderation mechanisms to safeguard platform trust.
Users (Donors, Campaign Creators, Visitors) share responsibility: comply with rules, report abuses, provide truthful information, act in good faith.
Third-party partners (payment providers, KYC / identity services, data processors) must meet high safety, compliance, and confidentiality standards.
Everyone must collaborate to maintain a safe environment.

3. Verification & Identity Checks

3.1. KYC / Identity Verification

Campaign Creators are required to submit government-issued identity documents (e.g. Aadhaar, PAN, passport, driver’s license) and address proofs.
We may require donors to undergo identity verification in certain cases (e.g., large donations, suspicious patterns, withdrawals).
Verification may involve document scanning, face-match, backend validation with trusted agencies.

3.2. Bank / Account Verification

Campaign Creators must link bank accounts or payment accounts and prove ownership (via micro-deposits, document validation).
We may require screenshots of bank statements, canceled checks, or equivalent proof.

3.3. Periodic Reverification

For long-running / high-traffic campaigns, we may ask for repeated checks or updated verification.
Failure to complete reverification may lead to suspension or hold on funds.

3.4. Verification Disclosure

We do not publicly share sensitive verification documents, but may show a “verified” badge on campaign pages or profiles once checks pass, to signal trust.

4. Campaign Review & Approval

4.1. Pre-launch Review

Before a campaign goes live, we review campaign details, description, use-of-funds plan, identity of the creator, and supporting documents.
We check for clarity, legitimacy, compliance with policies, and risks of misrepresentation or fraud.

4.2. Risk Assessment

We assess each campaign’s risk level (geography, amount, novelty, prior history, category).
High-risk campaigns may require additional scrutiny (manual review, additional documentation).

4.3. Approval / Rejection / Revision

If a campaign passes review, we approve and list it.
If problems are found, we reject it or request revisions (e.g. more detail, proof of identity, better explanation).
Campaign Creators must respond and correct issues within a stipulated period or risk permanent disapproval.

4.4. Conditional / Soft Launch

In certain cases, we may allow a “soft launch” (limited visibility) or probationary status with tighter monitoring until confidence is established.

5. Monitoring, Auditing & Spot Checks

5.1. Ongoing Monitoring

Once live, campaigns are continuously monitored by automated systems (flagging unusual donation patterns, traffic spikes, repeated refunds) and manual oversight.
We monitor updates, comments, donor feedback, and external signals (e.g. social media).

5.2. Periodic Audits

We may request interim financial reports, receipts, or proof of utilization from campaign creators at regular intervals (e.g. monthly, per milestone).
We may random spot checks of campaigns, especially those that raise large funds or show anomalies.

5.3. Red Flags
Some signals that may trigger deeper review include:

Sudden large contributions from new accounts
Multiple refunds or chargebacks
Campaign description changes mid-way
Low transparency on fund usage
Complaints from donors or third parties
Inconsistent statements, contradictory media, or mismatch in documentation

5.4. Escalation & Investigation

Suspicious campaigns are escalated to senior trust & safety teams.
Investigations may involve verifying claims, contacting campaigner, seeking external documents, or freezing funds temporarily.

6. Prohibited Content & Activities

Campaigns, content, contributions, or user behavior involving the following are strictly prohibited:

Fraud, scams, pyramid / Ponzi / chain schemes
Terrorism, violence, illegal weapons, drugs, human trafficking
Hate speech, discrimination, harassment, threats, defamation
Pornography, adult content, sexual exploitation
Gambling, casino, betting (unless expressly permitted under law)
Activities violating intellectual property rights
Identity theft, forged documents, impersonation
Campaigns for political campaigns, elections, politicians (unless permitted under local laws)
Money laundering, illicit financial flows
Campaigns misrepresenting themselves, false claims, inflated promises
Use of funds for purposes other than described
Coercion or undue pressure on donors
Repeated forced refunds or chargebacks
Unauthorized resale or commercial exploitation of donations

We reserve the right to reject, suspend, or remove campaigns or user accounts engaging in or promoting any of these prohibited activities.

7. Reporting, Moderation & Takedown Process

7.1. User Reporting

Any user can report suspicious campaigns, content, or behavior via a “Report” button or by emailing anjorfoundation@gmail.com with details.
Reports should include campaign URL, user name, screenshots, description of the issue.

7.2. Moderation Workflow

Upon receipt of a report or internal alert, our trust & safety team reviews the content, validates report, checks logs, contacts involved parties if needed.
We may temporarily suspend access to the campaign, freeze disbursements, or hide content pending investigation.

7.3. Notice to Campaign Creator / User

Where appropriate, we will notify the campaign creator or user of the allegation or concern, request explanation or documents, unless doing so would compromise an ongoing investigation.
We may set a deadline for response.

7.4. Decision & Action
Based on the review, we may:

Dismiss the report if found groundless
Request corrections or clarifications
Suspend or pause the campaign
Remove or delete campaign / content
Refund donors (wholly or partially)
Ban the user or block future campaigns
Report to authorities if illegal activity is confirmed

7.5. Feedback to Reporter / Public

If safe and appropriate, we may notify the person who reported the issue about the outcome (while respecting privacy).
We may publish transparency logs or updates about takedowns (aggregated, anonymized) in periodic trust reports.

8. Dispute Resolution & Refunds

8.1. Donor Disputes

Donors may raise disputes if a campaign fails to deliver, misuses funds, or misrepresents itself.
We will attempt mediation between the donor and campaign creator.

8.2. Refund Policy

As per our Terms and Refund Policy, donations are generally non-refundable unless exceptional circumstances (fraud, campaign cancellation, legal requirement).
If a refund is granted, it will be processed according to applicable payment processor rules, sometimes minus non-recoverable transaction fees.

8.3. Recovery & Liability

If a user commits fraud or causes losses, we may attempt to recover funds from them and take legal action.
Campaign Creators are liable for their representations, fund usage, and obligations to donors.

8.4. Escrow / Hold

In high-risk campaigns, we may hold funds in escrow for a defined period before disbursal, to ensure obligations are met.
We may reserve a portion of funds or require milestone evidence before releasing full amount.

9. Prevention of Fraud, Abuse & Misuse

9.1. Automated Fraud Detection

Systems monitor donation patterns, account age, IP addresses, unusual spikes, repeated refunds, usage anomalies.
Suspicious behavior triggers alerts and manual review.

9.2. Device & IP Monitoring

Multiple accounts from same device or IP, VPN usage, proxy detection, location mismatch, etc., are flagged.

9.3. Rate Limiting, Captcha & BOT Defenses

We limit requests, implement captcha or challenge tests on suspicious flows.

9.4. Behavioral Analytics

Model-based detection using machine learning / statistical anomaly detection to detect emerging threats.

9.5. Blacklist & Watchlists

Maintain blacklists of known fraudsters, banned users, suspicious accounts, and block them proactively.

9.6. Account Holds & Soft Blocking

Temporarily restrict accounts under suspicion, require re-verification before full access.

9.7. Referral, Affiliate, Bonus Abuse Prevention

Monitor for fake referrals, self-donations via mirrored accounts, bonus stacking, or manipulation.

10. Financial Security & Payment Safeguards

10.1. Secure Payment Processors

We integrate with PCI-compliant, trusted payment gateways and processors.
Sensitive card or bank data is tokenized; we do not store complete card details.

10.2. Anti-Money Laundering (AML) / Know Your Customer (KYC) Controls

We comply with AML rules, monitor large money inflows or high-risk transactions.
We may require enhanced KYC or documentation in suspicious cases.

10.3. Funds Disbursement Controls

Withdrawal limits, thresholds, delay periods, hold periods, or staging of disbursements (e.g. partial payments).
Approval workflows for large disbursements.

10.4. Chargeback & Refund Management

We monitor and respond to chargebacks, disputes, and fraud claims.
If chargebacks are excessive, accounts may be suspended or restricted.

10.5. Audit Trails & Transaction Logs

Maintain robust transaction logs, timestamps, user actions, IPs, versioning, and histories for forensic review.

10.6. Insurance & Reserves

We may maintain reserves or insurance (if feasible) to absorb certain fraudulent losses or reimbursement obligations.

11. Data Security & Privacy Protection

(While much of this is covered in the Privacy Policy, we reiterate key trust & safety points here.)

11.1. Encryption & Secure Protocols

Data in transit is encrypted (HTTPS, TLS).
Sensitive data at rest is encrypted per standard practices.

11.2. Access Controls & Least Privilege

Only authorized personnel or third-party agents with need-of-access are granted access to sensitive data.
Role-based access control, regular audits of access rights.

11.3. Penetration Testing & Vulnerability Management

Regular security audits, penetration testing, vulnerability scans, and patching.

11.4. Incident Response & Breach Management

In case of a data security incident, we have protocols to detect, isolate, contain, assess, notify, and remediate.
We coordinate with affected users, regulators, and take corrective action.

11.5. Data Minimization & Pseudonymization

We collect only data needed for operations, and where possible, pseudonymize or anonymize data.

12. Community Guidelines & Behaviour Standards

To maintain a respectful, safe, and constructive environment, all users must abide by:

Treating others with respect—no harassment, abuse, threats, hate speech
Refraining from defamation, false accusations, or disparagement
Using appropriate language, avoiding obscene, offensive or inflammatory content
Disclosing conflicts of interest, affiliations, or relationships when relevant
Responding to questions or feedback professionally
Not misusing the “Report” function maliciously
Not posting private or sensitive personal information of others (doxing)
Not encouraging others to violate policies

Violation of these community rules may result in content removal, suspension, or bans.

13. Transparency & Disclosures

13.1. Trust Reports & Transparency Documents

We may publish periodic trust or transparency reports (quarterly / annually) summarizing
• Number of campaigns reviewed, approved, denied
• Number and volume of takedowns, refunds, disputes
• Key metrics on disputes, fraud incidents
• Platform fees collected, operating costs
• Case studies or anonymized summaries of trust decisions

13.2. Badge / Verification Indicators

Verified campaigns or users may get trust badges (e.g. “Verified Identity”, “High Transparency”) shown on their pages.
We may show “Last Updated”, “Funds Disbursed” labels, or other metadata for trust signals.

13.3. Public Audit or Third-Party Verification

We may engage external auditors or independent oversight to review our trust and safety operations.
Publish auditor summary or certificate if feasible.

14. Suspensions, Bans & Penalties

14.1. Account Suspension / Hold

For policy violations, suspicious behavior, incomplete KYC, or as precaution, we may suspend or place a hold on accounts or campaigns.

14.2. Temporary Bans / Restrictions

Indefinite or time-limited bans, disabling ability to create campaigns, contribute, or access features.

14.3. Permanent Ban / Account Termination

For severe or repeated violations, we may permanently disable the account and remove associated campaigns.

14.4. Loss of Funds / Refunds

Funds already disbursed may not be retrievable; users may lose access to held funds.
In certain cases, we may refund donors, subject to policies and feasibility.

14.5. Blacklisting / Watchlists

Users who violate rules may be added to internal blacklists to prevent future registration.

14.6. Public Notice (in extreme cases)

In severe or high-impact cases (fraud, criminal behavior), we may publish notices, alerts or warnings to users (while respecting legal constraints).

15. Appeals Process

15.1. Right to Respond / Explanation

Before final decision (suspension or ban), we may (unless impractical) inform the user of the alleged violation and allow them to respond, provide evidence, or appeal.

15.2. Formal Appeal Submission

Users may submit an appeal to trust & safety team via email or via portal (e.g. “Appeal Request” form) within a defined timeframe (e.g. 14 days).
Appeal must include user name, account ID, campaign URL (if applicable), explanation, evidence or documents.

15.3. Review & Decision

We will review appeals by senior staff or independent panel.
We may uphold, reverse, or modify the original decision.
The decision will be communicated; where possible, the user’s account or campaign may be reinstated (if safe).

15.4. Finality & Record

Some decisions (especially in extreme violations) may be final and non-appealable.
We will maintain logs of appeals, decisions, and rationale for auditing or oversight.

16. Cooperation with Authorities & Legal Compliance

16.1. Law Enforcement Requests

We cooperate with law enforcement, regulatory agencies, courts, or government orders requesting data or campaign action, as allowed by law.
We may disclose user data, logs, documents, or freeze funds in response to valid legal process.

16.2. Legal Obligations & Reporting

We comply with local, national, and international laws (e.g. anti-money laundering, tax reporting, data protection, charitable regulation).
In case of suspicion of criminal activity (fraud, impersonation, money laundering), we may proactively inform authorities.

16.3. Preservation of Evidence

In cases under investigation, we may preserve user accounts, logs, backups, and not delete or modify content to protect investigatory integrity.

16.4. Cross-Border Enforcement

When data or funds cross borders, we coordinate across jurisdictions to respond to lawful requests, subject to privacy and legal constraints.

17. Education, Guidance & Support

17.1. Trust & Safety Resource Center

We maintain guides, FAQs, tutorials for campaign creators and donors on best practices, fraud prevention tips, safe funding, transparency.

17.2. Webinars / Workshops

We may conduct training, workshops, or webinars on how to design trustworthy campaigns, maintain updates, manage finances.

17.3. Alerts & Warnings

We publish safety alerts, red-flag indicators, “how to spot scams” posts for community awareness.

17.4. Support Team

Our support / trust & safety team is available to answer safety questions, review concern reports, escalate urgent issues.
Contact: anjorfoundation@gmail.com with “Trust & Safety Report” or “Safety Concern”.

18. Continuous Improvement & Technology

18.1. Feedback Loop

Encourage users to provide feedback on safety, share incidents, suggest improvements.

18.2. Machine Learning & AI

Use advanced analytics, classification models, anomaly detection, natural language processing to detect harmful content or fraud proactively.

18.3. Adaptive Policies

Regularly review, revise, and enhance policies based on new threats, cases, legal changes, user feedback.

18.4. Testing & Controls

Internal “red teams”, bug bounty programs, ethical hacking, adversarial simulations to test system resilience.

18.5. Scalable Moderation

Combine automated tools with human moderators to scale trust & safety enforcement as the platform grows.

19. Contact, Reports & Grievance Mechanism

19.1. Report Abuse / Fraud / Suspicious Activity

Use “Report” link/buttons on campaign pages or contact via anjorfoundation@gmail.com
Include relevant details: campaign/user, suspected issue, supporting evidence (screenshots, links, dates, amounts).

19.2. Status Updates

We may provide status updates to the reporter where possible (respecting privacy).

19.3. Grievance Redressal

If you disagree with a trust decision or feel harmed, you may submit a grievance to a higher authority or appeal as described above (Section 15).

19.4. Escalation to Data Protection / Regulatory Authorities

If you believe your rights under privacy or data protection law have been violated, you may lodge a complaint with relevant supervisory authority.

20. Updates to Trust & Safety Policy

20.1. We may update or revise this Trust & Safety page from time to time to address new risks, respond to user feedback, or comply with legal mandates.
20.2. Material changes will be notified to users (via email or platform notice) before they take effect.
20.3. Continued use of the Platform after updates implies acceptance of the revised policy.

21. Definitions & Interpretation

Terms used herein (e.g. “we”, “you”, “campaign”, “donor”, “content”, “prohibited content”) have the same definitions as in our Terms of Service and Privacy Policy, unless otherwise stated.
Headings and table of contents are for convenience and do not affect interpretation.
If any provision is deemed invalid or unenforceable, it shall be modified to minimum extent necessary and the remainder of the policy remains in full effect.