Trust & Safety Charter

1. Human control

VirValix uses artificial intelligence and automation to assist businesses with tasks such as customer enquiries, booking requests, scheduling, dispatch, quotations, customer relationship management, invoicing, business insights, marketing assistance, route optimisation and administrative workflows.

AI is intended to assist users rather than remove appropriate human oversight.

Where an action may have a significant financial, operational, security or customer impact, VirValix may require confirmation or additional authorisation before the action is completed.

Businesses remain responsible for reviewing important decisions and ensuring that services provided to their customers are appropriate.

2. Safe AI actions

VirValix applies different levels of control depending on the risk of an AI-generated action.

• Low-risk actions — AI may automatically perform approved low-risk actions such as organising information, producing summaries, suggesting appointment times, recommending routes, drafting communications, identifying follow-up opportunities and generating business insights.
• Higher-risk actions — Actions involving areas such as payments, refunds, cancellation of confirmed services, deletion of important records, account permissions, security settings, sensitive customer information or significant business configuration should require appropriate authorisation or confirmation before execution.

3. AI transparency

VirValix should not intentionally mislead users into believing an AI system is a human where that distinction is material to the interaction.

Where appropriate, users should be informed that they are interacting with an AI-powered assistant or automated system.

Businesses should also have reasonable opportunities to review, correct or override important AI-generated recommendations.

4. AI can make mistakes

Artificial intelligence is not perfect.

AI-generated recommendations, estimates, classifications, schedules, communications or other outputs may occasionally be incomplete, inaccurate or inappropriate.

VirValix should therefore provide reasonable mechanisms for users to review important outputs, correct information, override recommendations, report problems and escalate important matters to a human.

5. Customer data protection

VirValix should collect and process information only where reasonably required to operate, secure and improve the platform or provide requested services.

Reasonable safeguards should be used to protect customer information, business information, technician information, account credentials, booking information, invoices, communications and other platform data.

Access to information should be limited according to appropriate user roles and permissions.

6. Business data separation

VirValix operates as a multi-business platform.

Information belonging to one business should not be accessible to another business unless access has been intentionally authorised or is necessary for an approved platform function.

VirValix should maintain technical safeguards designed to maintain separation between business accounts and their respective data.

7. Security by design

VirValix should incorporate security throughout the design and operation of the platform.

• Authentication controls
• Role-based permissions
• Database access controls
• Rate limiting
• Secure API handling
• Audit logging
• Validation of user inputs
• Monitoring of suspicious activity
• Protection of sensitive operations
• Regular security reviews

No online system can guarantee absolute security, but VirValix will seek to apply reasonable safeguards appropriate to the nature of the platform.

8. Monitoring and platform reliability

VirValix may use automated monitoring systems to detect:

• Application errors
• Failed workflows
• Integration failures
• Unusual system behaviour
• Performance degradation
• Security events
• Failed communications
• Payment integration problems
• Service interruptions

Where technically appropriate, VirValix may automatically perform low-risk recovery actions such as retrying failed operations or restoring interrupted services.

High-risk remediation should require appropriate safeguards and, where necessary, human approval.

9. Auditability

Important automated actions should, where reasonably practicable, be recorded so that VirValix can determine:

• What action occurred
• When it occurred
• Which account or system initiated it
• Whether AI or automation was involved
• Whether confirmation was required
• Whether the action succeeded or failed
• Relevant diagnostic information

Audit information should be protected against unauthorised access.

10. Payments and financial safety

Where VirValix provides or integrates payment functionality, payment processing may be performed by approved third-party payment providers.

VirValix should not permit autonomous AI systems to make unrestricted financial transactions.

Appropriate confirmation, permissions and security controls should be applied to financial actions according to their level of risk.

11. Third-party services

VirValix may rely on third-party technology providers for functions such as payment processing, mapping and routing, email, SMS, communications, cloud hosting, artificial intelligence and other platform infrastructure.

Availability of these functions may therefore depend partly on those providers.

VirValix will seek to select reputable providers and implement reasonable safeguards around third-party integrations.

12. Business responsibility

Businesses using VirValix remain responsible for their own business operations and services.

• Licences and qualifications
• Insurance
• Pricing
• Taxation
• Employee and contractor obligations
• Service quality
• Workplace safety
• Customer commitments
• Compliance with laws applying to their business

VirValix provides technology and operational assistance but does not replace the professional judgment or legal responsibilities of the businesses using the platform.

13. Fair and responsible use

VirValix must not knowingly be used for:

• Fraud
• Deception
• Unlawful discrimination
• Harassment
• Impersonation
• Malicious activity
• Unauthorised access to information
• Exploitation of customers
• Manipulation of platform systems
• Distribution of malware
• Other unlawful activity

VirValix may investigate suspected misuse and may restrict or suspend access where reasonably necessary to protect users, businesses or the platform.

14. Automated decision safeguards

VirValix should avoid allowing AI alone to make consequential decisions about individuals where human review would reasonably be appropriate.

Where automation materially affects a customer, technician or business, VirValix should provide reasonable mechanisms for review or correction where practicable.

15. Incident response

If VirValix identifies a significant security, privacy or operational incident, reasonable steps should be taken to:

• Contain the issue
• Protect affected systems and information
• Investigate what occurred
• Restore affected services safely
• Preserve relevant logs and evidence
• Notify affected parties where appropriate or legally required
• Implement measures intended to reduce the likelihood of recurrence

16. Continuous improvement

VirValix is an evolving platform.

Security controls, AI safeguards, monitoring systems and operational procedures should be reviewed and improved as the platform grows and new risks are identified.

Lessons from incidents, user feedback and system monitoring should be used to improve the platform.

17. Our trust commitment

VirValix aims to build technology businesses can trust. Our approach is based on five principles:

• Secure — Protect business and customer information.
• Transparent — Make the role of AI and automation understandable.
• Controlled — Keep appropriate human oversight over important actions.
• Accountable — Maintain appropriate records and investigate failures.
• Reliable — Continuously monitor and improve platform performance.

Technology should make running a business easier without taking important control away from the people who operate it.