Background Check Policy

1. Overview

Citovelo is committed to maintaining a safe and trustworthy platform. We conduct identity verification and background screening for Concierges to protect all users. This policy explains our verification process and what we check.

2. Who Must Complete Verification

• All Concierges: Identity verification required before claiming first task
• Senior Care Concierges: Enhanced screening including abuse/neglect registry
• Posters: Identity verification optional but encouraged

3. Identity Verification Process

3.1 Required Documentation

You must provide ONE of the following:

• Driver's License (U.S. or international)
• Passport
• State-issued ID card
• National ID card (for non-U.S. users)

3.2 Verification Steps

1. Upload clear photo of government-issued ID
2. Take a selfie for facial matching (optional but recommended)
3. Our system verifies document authenticity
4. AI matches your selfie to ID photo
5. Review typically completes within 24 hours

3.3 What We Verify

• Document is authentic and not tampered
• Document is current and not expired
• Name matches account information
• Photo matches your selfie (if provided)
• You meet minimum age requirement (18+)

4. Background Screening (U.S. Concierges)

4.1 Standard Background Check

For U.S.-based Concierges, we conduct checks for:

• Sex offender registry search (national and state)
• Criminal records (county, state, federal)
• Terrorist watch list screening

4.2 Enhanced Screening (Senior Care)

Senior care tasks require additional checks:

• Senior Care: Enhanced criminal background, abuse/neglect registry, deeper look-back

4.3 What We Look For

• Violent crimes
• Sexual offenses
• Theft and property crimes
• Fraud and financial crimes
• Drug-related offenses (case-by-case basis)

5. International Verification

For Concierges outside the U.S., we conduct identity verification and work with international screening partners where available. Coverage varies by country. Some jurisdictions may have limited background check capabilities.

6. Ongoing Monitoring

• Annual re-verification required for active Concierges
• Continuous monitoring of criminal databases (U.S. only)
• User reports and behavior flagged for review
• Random spot checks for compliance

7. Decision Criteria

7.1 Automatic Disqualifications

• Registered sex offender status
• Violent felonies within 7 years
• Terrorism-related offenses
• Active warrants
• Fraud or identity theft convictions

7.2 Case-by-Case Review

We consider the following factors:

• Nature and severity of offense
• Time since offense occurred
• Evidence of rehabilitation
• Relevance to platform activities
• Number and pattern of offenses

8. Your Rights

8.1 Fair Credit Reporting Act (FCRA) Compliance

For U.S. users, our background checks comply with FCRA. You have the right to:

• Receive pre-adverse action notice before denial
• Review the background check report
• Dispute inaccurate information
• Receive final adverse action notice if denied

8.2 Appeal Process

1. If denied, you'll receive notification with reason
2. You have 7 days to dispute or provide additional context
3. Submit appeal with supporting documentation
4. We'll review within 10 business days
5. Decision communicated via email

9. Data Security and Privacy

• All ID documents are encrypted and securely stored
• Background check results retained for 7 years as required by law
• Access limited to authorized personnel only
• Third-party screening partners are FCRA-compliant
• You can request deletion of ID documents after verification (results retained)

10. Limitations of Background Checks

11. Verification Badge

Users who pass verification receive a "Verified" badge on their profile. This indicates identity verification and (for U.S. Concierges) successful background screening. It does NOT guarantee safety or quality of service.

12. Reporting Concerns

If you discover information that should have disqualified a user:

We investigate all reports and may re-screen or suspend accounts as appropriate.

13. Updates to This Policy

We may update screening procedures to enhance safety. Material changes will be communicated via email. Continued use after changes constitutes acceptance.