Community Guidelines

The rules that keep families and caregivers safe on the LKN Concierge platform.

[NOT LEGAL ADVICE] These Community Guidelines are a plain-English draft prepared for LKN Concierge LLC. They are not legal advice. These Guidelines supplement — they do not replace — the Terms of Use, Privacy Policy, and other agreements. Where a Guideline conflicts with the Terms of Use, the Terms of Use control.

Why we have Guidelines

LKN Concierge connects families in the Lake Norman area with independent babysitters and nannies. Trust is the entire product. These Guidelines make clear what conduct we expect from everyone on the platform, what conduct is not allowed, and what will happen if a Guideline is broken. They apply equally to families (Care Seekers) and to caregivers (Caregivers). We enforce them consistently and transparently.

Part 1 — Applies to everyone

1.1 Be honest

• Reviews and ratings must reflect actual experiences. No fake reviews, no review-swapping, no incentivized reviews.

1.2 Be respectful

• Disagreements happen. Handle them through in-app messaging and our customer support team, not through personal attacks.

1.3 Keep it on the platform

• Do not solicit families or caregivers to leave the platform. Non-circumvention obligations are in the Terms of Use.

1.4 Follow the law

• Report suspected child abuse or neglect to your county Department of Social Services as required by N.C. G.S. § 7B-301.

Part 2 — Applies to families (Care Seekers)

2.1 Provide a safe environment

• Provide working smoke and carbon-monoxide detectors, a first-aid kit, and emergency contact information.

2.2 Provide complete information

• Do not ask the caregiver to perform services outside the booking (deep house cleaning, tutoring beyond ordinary homework help, care for adults, or care for children not listed).

2.3 Pay and cancel fairly

• Do not ask a caregiver to work "off the books" or without a booking on file.

2.4 Respect the caregiver

• Provide a safe transportation situation if the caregiver leaves late at night.

Part 3 — Applies to caregivers

3.1 Show up safe and prepared

• Never leave a child under 8 years old unsupervised, consistent with North Carolina fire-code guidance.

3.2 Follow the family's instructions

• Do not permit anyone else — friend, partner, family member — at the care location unless the family has approved.

3.3 Handle emergencies well

• If you observe signs of abuse or neglect at the care location, report to your county Department of Social Services under N.C. G.S. § 7B-301.

3.4 Protect privacy

• Keep house-alarm codes, keypad codes, and door codes confidential and delete them from your device after the booking ends.

Part 4 — Never allowed on the platform

The following conduct will result in immediate removal from the platform. Some of it may also be reported to law enforcement or to a state agency.

• Attempted or actual retaliation against a user who reports a violation or files a review.

Part 5 — How we enforce

5.1 What can happen

• Legal action, including for non-circumvention or breach of the Terms of Use.

5.2 How we decide

• For lower-severity violations, we usually contact you first for your side of the story.

5.3 How to appeal

If your account is suspended or removed, you may appeal within 30 days in the app under Account, then Cases, or by emailing hello@lkn-concierge.com with the subject line "Appeal — [your account name]." We will review the record, consider any new information, and respond in writing within 15 business days.

Part 6 — Reporting a problem

Every safety incident must be reported. The expectation is that all safety reports are submitted. Late is not a reason to stay silent. File in the app as soon as reasonably possible. A safety report filed after 24 or 72 hours will still be accepted and reviewed.

If you see or experience a Guideline violation:

• Suspected abuse or neglect of a child: call the county Department of Social Services in the county where the child lives, as required by N.C. G.S. § 7B-301.

Part 7 — Updates

We update these Guidelines from time to time. Material changes will be announced by email or in-app notice at least 15 days before they take effect. Continued use of the platform after the effective date means you accept the updated Guidelines.

Contact

• Registered office (for legal service): [Registered agent street address — required by N.C. G.S. 55D-30; use a commercial registered agent's NC street address]