Community

Community guidelines

Last updated: July 2026

These guidelines keep ZOIA safe and respectful for people and pets. They apply to reviews, chats, the Lost Pet SOS feature and the sitter marketplace. An Italian version is available at /linee-guida.

1. Be respectful

Treat other people and their animals with respect. Communicate honestly and in good faith. ZOIA is a place to help each other care for pets — not to harass, insult or defraud.

2. Prohibited behaviour

Harassment, insults, hate speech, threats or discrimination.
Sexual, violent, illegal or otherwise inappropriate content.
Spam, scams, or attempts to defraud other users.
False Lost Pet SOS alerts or misuse of the emergency feature.
Impersonation, fake identities or false information.
Sharing others' personal data without consent, or trying to access data you are not entitled to.

3. Chats and content

Use chats (SOS, family, and owner↔sitter) and the care journal only for purposes related to the service. Do not post offensive, misleading or unlawful content. You are responsible for what you publish.

4. Reviews

Reviews of places and sitters must be truthful and based on real experiences. Defamatory, fake or blackmail-style reviews are not allowed and may be removed.

5. Reports and moderation

You can report reviews, messages or users that break these rules. Reports are reviewed by our team; content that violates the guidelines is hidden or removed. Moderation data (reports, blocks, screenshots) is kept for up to 30 days.

6. Screenshots and privacy

To protect everyone, the app may notify participants when a screenshot is taken in a chat. Do not capture or spread others' private content outside its context.

7. Consequences

Depending on the severity, breaking these rules may lead to content removal, warnings, temporary suspension or permanent removal of the account. Serious cases (e.g. threats, fraud, harm to animals or people) may be reported to the competent authorities.

8. Sitters and owners

Sitters undergo identity verification (document, selfie, tax code). In the sitter marketplace, both sitters and owners agree to:

treat the animal and people with respect and care;
communicate honestly and promptly;
use chat and the care journal only for service-related purposes;
leave truthful reviews based on real experiences;
not circumvent the platform's safeguards for unlawful purposes.

ZOIA may suspend or remove a sitter account in case of misconduct, repeated reports or seriously negative ratings. In-app payments, where available, offer additional protection compared with off-platform payments.

9. Appeals

If you believe a measure was taken by mistake, you can appeal by writing to support@aven-labs.com, indicating your username and the reference of the measure. If the appeal is well-founded, we will restore your access.

10. Changes

We may update these guidelines to keep the community safe. Significant changes will be communicated in the app or on this page.