Provider Standards

Maintain an active legal entity or lawful operating status; identify ownership and authorized representatives; and hold every license, registration, permit and approval required for the listed location, service and transaction type.

Notify the Platform promptly of ownership changes, enforcement actions, license restrictions, insolvency, closures or material investigations.

Maintain general liability, professional liability, property, workers’ compensation, cyber/privacy and other insurance appropriate to the services and jurisdiction. Provide certificates and renewal evidence on request.

Enterprise and care providers must meet contract-specific limits confirmed before launch.

Describe the actual property, unit type, occupancy, services, amenities, staffing, accessibility, neighborhood, restrictions and current availability. Do not use stock images or renderings without clear labels.

Separate housing, hospitality, licensed care, third-party services and optional upgrades. Correct material inaccuracies immediately.

Disclose base housing price, mandatory fees, optional services, care charges, taxes, deposits, refundability, entrance fees, increases and assessment-dependent amounts in structured fields.

Do not advertise a low price that excludes unavoidable charges or calculate Platform commissions on clinical care unless expressly approved and lawful.

Maintain current availability and respond to qualified inquiries within the published service level. Verified plans should target four business hours; non-instant reservation decisions should target 24 hours. Do not confirm unavailable units, hold inventory deceptively or use inquiry information for unrelated solicitation.

Apply lawful eligibility and screening criteria consistently. Do not unlawfully discriminate, steer, retaliate, use coded language or vary service based on protected status. Maintain evidence for lawful 55+ or age-restricted status and process reasonable-accommodation requests promptly.

Report specific, verifiable features such as step-free routes, doorway widths, bathroom supports, elevator access, hearing/visual alarms, communication supports and accessible transportation. Do not use a generic “accessible” claim without feature-level evidence. Notify the Platform after renovations or loss of access features.

Independent-living or hospitality inventory may use eligible reservation workflows. Assisted living, memory care, CCRC and other regulated services must use Guided Admission when an assessment, capacity review, service plan or licensed approval is required. Providers—not the Platform—are responsible for lawful assessment, informed consent, admission decisions, care planning and clinical services. Never represent a marketplace match as clinical approval.

Protect dignity, autonomy, privacy, cultural and religious preferences, communication access, grievance rights and freedom from abuse, neglect, exploitation, coercion and retaliation. Maintain emergency, evacuation, infection-control, medication, incident, missing-person, safeguarding and continuity procedures required for the service category.

Use appropriately screened, trained, licensed and supervised personnel. Maintain credential verification, background checks, exclusion checks and competency records where required. Remain responsible for subcontractors, management companies, referral partners and vendors used to fulfill listed services.

Collect only information necessary for the authorized inquiry, transaction or service; provide a provider privacy notice; restrict access; secure records; and honor applicable rights. Do not upload medical records into ordinary marketplace messaging. Use designated regulated workflows and required agreements for protected health or similarly sensitive information.

Use accurate, substantiated claims. Obtain valid consent for resident names, images, stories and testimonials. Clearly label model units, renderings, future projects and sponsored content. Do not claim government endorsement, guaranteed outcomes, guaranteed occupancy, clinical superiority or accreditation that has not been awarded.

Do not create, buy, sell, coordinate or condition incentives on positive reviews; do not use employees or affiliates without disclosure; and do not retaliate against reviewers. Providers may respond professionally and may challenge reviews through the designated process with evidence.

Use approved payment methods, honor disclosed cancellation/refund rules and protect payment data. Do not divert users off-platform to avoid contracted fees or hide mandatory charges. No payment may be tied to a protected clinical referral unless counsel confirms legality and the arrangement is fully disclosed and approved.

Acknowledge urgent safety complaints immediately and other complaints within one business day. Preserve evidence, protect against retaliation and cooperate with investigations. Report to the Platform within the contract timeframe any death, serious injury, alleged abuse, elopement, major data breach, regulatory action, license restriction, evacuation or other material event connected to a Platform user or listing, subject to law.

Provide accurate evidence at onboarding, renewal and material change. A badge expires when required evidence lapses. The Platform may use registries, document review, site evidence, mystery shopping, user feedback and risk-based audits. Verification is not accreditation and does not transfer provider responsibility to the Platform.

Responses may include education, corrective action, listing edits, badge suspension, ranking restrictions, payment holds, booking suspension, removal, termination or regulator referral. Immediate action may occur for safety, fraud, discrimination, abuse, expired licensing, data compromise or obstruction. Providers may use the stated appeal process unless immediate legal or safety restrictions apply.