Communication and Moderation Rules

Annex to the Agreement for Specialists and Organizations and to the Service Use Agreement (for Clients)

Company: PROMFREE LLC (შპს „PROMFREE“), identification number in the Registry of Entrepreneurs and Non-Entrepreneurial (Non-Commercial) Legal Entities of Georgia: 445849486, date of registration: 15.07.2026.

Legal address: Georgia, Batumi, Giorgi Leonidze St., N 4, building N2, floor 6, apartment N75.

Phone: +995 568 862 381.

Email for claims, official requests and personal data processing matters: stepan@promfree.com.

Support service email: support@promfree.com.

1.1. These Rules establish how users of the website promfree.com and the PROMFREE mobile applications (hereinafter — the Service) communicate with each other, what content they may post, how PROMFREE LLC (hereinafter — the Company) checks content and what measures it applies for violations.

1.2. The Rules apply to all user content: profiles, services, orders, responses, portfolios, work results, reviews, cancellation reasons, messages in chats and disputes, complaints, images and files.

1.3. The Company does not tolerate objectionable content or abusive behaviour on the Service. A user who posts such content loses access to the Service in accordance with the procedure established by Section 7. The list of objectionable content is established by the Prohibited Content Rules.

2.1. A chat is opened only in connection with an order or a service and is intended for discussing the deal. It is not possible to write to a user without an order or a service.

2.2. Until the start of work has been confirmed by both parties, it is prohibited in the order chat to share phone numbers, email addresses, messenger usernames, links to external websites and social networks, as well as any information enabling contact outside the Service. After the start of work has been confirmed, the exchange of contact details is permitted.

2.3. A message with prohibited content is not sent: the Service displays a hint explaining the reason. Chat messages cannot be deleted or edited by users: the correspondence is retained as evidence in disputes and is available to the Company when considering a dispute or complaint.

2.4. In any chat, a user may press «Call administrator». The administrator joins the chat within 2 (two) business days, and in the case of a complaint about fraud or threats — as a matter of priority.

3.1. Contact details and links (clause 2.2) are prohibited at all stages in an order, service, response, profile, portfolio, review and cancellation reason. A text containing such data is not saved; the Service displays a hint.

3.2. Contact details and links to external resources are prohibited in a work result that the Specialist submits through the Service; result files are transferred through the Service.

3.3. The description of an order, service and profile must be accurate, relate to the work offered or ordered and correspond to the selected category. Fictitious orders and services posted for the purpose of collecting contact details, advertising or checking competitors are prohibited.

3.4. Obscene language and coarse swearing in the languages of the Service (Georgian, English, Russian) are not saved either in public texts or in chats. Attempts to circumvent the filter (substituting letters, inserting spaces) are deemed a violation.

4.1. Only images and files the rights to which belong to the user or have been obtained from the right holder may be uploaded. Complaints from right holders are considered under the Copyright Protection Policy.

4.2. Images and files containing adult content, violence, prohibited goods, documents of third parties, contact details and links, or malicious code are prohibited.

4.3. Upon upload, images are re-encoded: data about the location and the device used to take them are removed. The Company has the right to delete an image or file that violates the Rules and to send the listing for re-moderation.

5.1. A review may be left only for a completed or cancelled order in which the user participated. A review evaluates the work or the interaction under that order.

5.2. Insults, false statements, contact details, links, advertising and information about third parties are prohibited in a review. Exchanging reviews, buying reviews and reviews for fictitious orders are prohibited.

5.3. Reviews undergo moderation before publication. The Company does not alter the text of a review and does not delete reviews at the request of the person the review is about, but rejects a review that violates the Rules, informing the author of the reason.

5.4. Order cancellations are counted in the cancellation counter of both parties. The counter is not an assessment by the Company and reflects only the fact of cancellations by mutual consent.

6.1. A complaint may be filed about a profile, service, order or review. The reason is selected from a list: spam, fraud, insults, prohibited content, taking the deal off the platform, fake profile or listing, other — with an explanation. One complaint per object is accepted from one user; no more than 10 complaints per day.

6.2. A complaint is considered by an administrator within 3 (three) business days. The complainant is notified of the result in the personal account. Systematically filing complaints without grounds is deemed a violation of the Rules.

6.3. A user may block another user: the blocked user will not be able to write to them or respond to their orders. Blocking does not affect orders already started.

7.1. Services, reviews and changes to published services are checked by the Company before publication. Texts and images are also checked automatically; the result of the automated check blocks saving of the content, but any measures against an account are taken by a Company employee.

7.2. Measures for violations are applied depending on their severity and recurrence:

• Contact details or links in the chat before the start of work or in public texts; obscene language — The text is not saved and a hint is displayed. No penalty; the fact is recorded.
• Prohibited content (Prohibited Content Rules) — The text is not saved, an entry is made in the administrator’s queue, and posting and messaging are restricted for 24 hours. In the event of a repeat violation — the account is blocked.
• Taking a deal off the Service, fictitious orders and services, artificial inflation of reviews, spam — The listing is unpublished and responses and posting are restricted for up to 7 days; in the event of a repeat violation — the account is blocked.
• Fraud, threats, insults, impersonation of another person, multiple accounts, registration after being blocked — The account is blocked without warning.
• Copyright infringement — Under the Copyright Protection Policy; in the event of a repeat violation — the account is blocked.

7.3. When an account is blocked, the user sees a screen stating the reason for the block and the address for submitting an objection. An objection is submitted to stepan@promfree.com within 10 (ten) days from the account’s email address; the Company responds within 10 (ten) business days. The decision on the objection is final within the Service and does not limit the right to apply to a court.

7.4. Blocking of an account terminates paid services already paid for, without a refund (Refund and Cancellation Policy). Obligations under orders started before the block are performed by the parties between themselves; upon request, the Company provides the parties with the correspondence relating to such an order.

7.5. The Company has the right to temporarily restrict or unpublish content while a complaint or dispute is being considered, without this constituting a finding of a violation.

8.1. The Company has the right to amend the Rules. The new version is published on the Service at least 5 (five) calendar days before it takes effect. The user is obliged to monitor changes independently; continued use of the Service constitutes acceptance of the new version.

Complaints and moderation questions: support@promfree.com. Objections to blocking and claims: stepan@promfree.com. Phone: +995 568 862 381.