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These are the standards every person on Vallo agrees to, the way we enforce them, and the response times we hold ourselves to. If we miss one, tell us and quote your reference.
Measured from the moment your report is filed, not from the moment somebody opens it. The console our staff work in puts the same clock on every row and marks it late when it passes, so these are numbers we are held to internally and not a line of marketing.
Anyone asked to pay outside Vallo, anything unsafe or threatening, and any report that somebody has already lost money.
Listings that are not as described, suspected scams, duplicate listings, and content held by the scanner while a person reads it.
Agent applications, verification documents, appeals against a decision, and everything else that needs judgement rather than speed.
Answering does not always mean finishing. It means a person has read it, told you what is happening, and taken any step that stops harm continuing while the rest is worked out.
Sending an account number, asking for a transfer, moving the conversation to WhatsApp to arrange money, or asking for cash at a viewing. This is the most serious thing on the platform and it ends an account.
Vallo charges no fees. Not to book, not to list, not to be paid. An inspection fee, an agency fee, a holding fee or a caution fee presented as ours is a lie, and an account that presents one is removed.
Somebody else's photographs, an address that is not yours to let, or a property that has already gone. Duplicate and stolen photographs are checked before a listing is published.
Photographs that are not of the place, a size or an address that is wrong, or amenities that do not exist. Light, water and gate access are the three that matter most here, and getting them wrong is not a small thing.
Refusing a guest or an agent on the grounds of ethnicity, religion, state of origin, gender or disability. Anything that makes a person unsafe, in a property or in a message.
More than one account for one person, reviews written for a stay that did not happen, and utility reports filed to flatter an area you are selling in. Standing on Vallo is earned or it is worth nothing.
Every message, post, story, listing description, review and profile is scanned as it is written. An account number or payment wording raises a flag, and on the public surfaces it holds the content before anyone else can see it. That happens at three in the morning exactly as it happens at three in the afternoon, because it is a database rule rather than a person on shift.
The scanner holds, it never bans. Every hold, flag, alert and report lands in a queue that a member of staff works through by hand, oldest first, and a person makes the decision to release it or to take it down.
A report that somebody was asked to pay off-platform, or that somebody has already lost money, opens a risk alert that stays open until a person writes down what was done about it. Closing it without a note is not possible.
Each action a member of staff takes writes a line naming who did it, what they did and when. Those lines cannot be edited or deleted by anybody, including us. A record staff can quietly change proves nothing to you, to a regulator or in a dispute.
The post, listing, review or photograph comes down and the author is told why.
The property leaves search while we look at it. Existing bookings are handled with the guest directly, never silently cancelled.
Sign-in continues to work so the person can read the decision and appeal, but they cannot list, message or book.
For fraud, for asking a person to pay off-platform after a warning, or for anything that put somebody in danger. Where money has been taken we will co-operate with the person's bank and with the police.
Approval is where an agent starts, not where they finish. Four checks sit above it, in this order, and each one is a decision a named member of our team recorded. An agent cannot skip a step: passing the last one while the first is outstanding counts for nothing.
A real person with government identification stands behind this account, and we have seen it.
What we look at: The NIN or government ID on the application, checked against the uploaded document.
We know where they are, so an agent who disappears is not untraceable.
What we look at: The residential or registered business address on the application, confirmed against a document or a reachable contact at it.
Money owed to this agent goes to an account that belongs to them, not to somebody else.
What we look at: The payout account resolved through the payment processor, with the returned account name matching the identity on file.
Somebody from Vallo has met this agent or stood in one of their properties.
What we look at: A visit or a live video call, recorded with the date and who did it.
A level can go down as well as up. If something stops checking out, the check is recorded as failed, the level drops to the step below it, and the agent is told why.
Every decision can be appealed, and an appeal is read by somebody who did not make the original call. Write to support with what was removed and why you think the decision was wrong. Appeals are answered within 3 days. An account suspended pending an appeal can still sign in and read, so nobody is locked out of their own case.
These standards sit alongside the terms of service and the privacy notice. Where they disagree, the stricter one applies.
