Community Guidelines

Last revised: May 15, 2025

At Travella, we're building a trusted community where everyone can feel welcome and included. Our community is based on respect, safety, and honesty. These guidelines explain what we expect from all Travella users, both hosts and guests.

By joining Travella, you agree to follow these guidelines and our Terms of Service. Violating these guidelines may result in actions against your account, including suspension or removal from the platform.

Our Core Values

Trust & Safety

We prioritize the safety of our community members. Honest interactions and transparency help build the trust that makes Travella work.

Respect & Inclusion

We welcome diversity and expect all community members to treat each other with respect, regardless of background or identity.

Reliability & Communication

Clear, timely communication and following through on commitments are essential for a positive experience for everyone.

General Guidelines for All Users

Honesty & Accuracy

Provide accurate information about yourself, including your name, age, and contact details
Use recent and recognizable profile photos that clearly show your face
Do not create multiple accounts or provide false information
Report any suspicious behavior or safety concerns promptly

Respectful Communication

Communicate politely and professionally with other users
Respond to messages and requests in a timely manner
Do not use offensive, discriminatory, or harassing language
Respect others' privacy and personal boundaries
Provide constructive feedback in reviews and ratings

Safety & Legal Compliance

Follow all local laws and regulations
Do not engage in illegal activities using our platform
Drive safely and follow all traffic laws when using rental vehicles
Never drive under the influence of alcohol or drugs
Report accidents or safety incidents immediately

Prohibited Content & Behavior

The following are not allowed on Travella:

Discrimination based on race, color, ethnicity, national origin, religion, sexual orientation, gender identity, age, disability, or any other protected class
Harassment, threats, stalking, or intimidation
Sexually explicit or pornographic content
Promotion of illegal activities or substances
Content that glorifies violence or promotes dangerous behavior
Spam, phishing attempts, or fraudulent activities
Attempts to manipulate reviews or ratings

Guidelines for Hosts

Vehicle Listings

Provide accurate and detailed descriptions of your vehicle
Upload clear, high-quality photos that accurately represent your vehicle's condition
Disclose any known issues, quirks, or limitations of your vehicle
Clearly communicate any special rules or requirements for using your vehicle
Keep your calendar and availability up to date
Set fair and transparent pricing

Vehicle Preparation & Maintenance

Ensure your vehicle is clean, safe, and in good working condition before each rental
Perform regular maintenance and address any mechanical issues promptly
Verify that registration, insurance, and inspections are current and valid
Provide essential vehicle features and amenities as advertised
Document your vehicle's condition before each trip with photos

Host Responsibilities

Respond to booking requests and inquiries promptly (ideally within 24 hours)
Honor confirmed bookings and avoid cancellations whenever possible
Provide clear check-in and check-out instructions
Be available to address any issues during the rental period
Respect guests' privacy during their rental period
Process security deposit returns fairly and promptly
Provide honest and constructive reviews of guests

Guidelines for Guests

Booking & Communication

Review vehicle details, host rules, and cancellation policies before booking
Make only legitimate booking requests that you intend to honor
Communicate your needs and expectations clearly with the host
Inform the host of any changes to your plans as soon as possible
Respond to host communications in a timely manner

During Your Rental

Treat the vehicle with care and respect
Follow all host rules and restrictions regarding the vehicle
Use the vehicle only for authorized purposes and within agreed-upon areas
Do not exceed mileage limits if specified in the agreement
Do not smoke in non-smoking vehicles or bring pets into vehicles without permission
Report any issues, accidents, or damage immediately
Return the vehicle on time, clean, and with the same fuel level as when received

Safety & Legal Requirements

Only authorized drivers listed on the booking may drive the vehicle
Always drive safely and follow all traffic laws
Never drive under the influence of alcohol, drugs, or any impairing substances
Secure any valuables and do not leave the vehicle unlocked
Do not remove or disable any safety or tracking features
Return all keys, access cards, passes, and other provided items

Reviews & Ratings Guidelines

Reviews and ratings are vital to our community's trust and transparency. When leaving reviews:

Be honest and fair in your assessment
Focus on describing your firsthand experience
Provide specific details that would be helpful to future users
Maintain a respectful tone, even when describing problems
Submit your review within 14 days of the trip's completion
Do not include personal information, threats, or offensive language
Do not offer or request compensation in exchange for positive reviews
Do not include content that violates our other community guidelines

Note: We reserve the right to remove reviews that violate our guidelines or Terms of Service. If you believe a review violates our policies, you can report it for our review.

Enforcement of Guidelines

We take these guidelines seriously and may take action when violations occur. Depending on the severity and frequency of violations, consequences may include:

Warnings and educational messages
Temporary restrictions on account features
Removal of content that violates our policies
Cancellation of bookings
Temporary suspension of your account
Permanent removal from the Travella platform

Actions are taken after careful review. Our primary goal is to maintain a safe, respectful community while providing opportunities to learn and improve.

Reporting Issues

If you encounter behavior that violates these guidelines, please report it promptly:

For emergency situations that present immediate danger, contact local emergency services first
Use the "Report" feature in the app or website
Contact our Trust & Safety team at safety@prodevkampala.com
For urgent non-emergency issues, contact our 24/7 support line

We review all reports seriously and will take appropriate action while respecting the privacy of all involved parties.

Changes to Guidelines

These Community Guidelines may be updated occasionally to reflect new challenges, opportunities, or legal requirements. We will notify users of significant changes and always maintain the current version on our website.

Thank you for being part of the Travella community and for helping us maintain a respectful, safe, and trustworthy platform for everyone.

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