AI Policy

1.1 Purpose

Tool-O may use Artificial Intelligence (AI) and automated technologies to support the operation of the Platform, improve User experience, assist with fraud prevention and facilitate certain Platform processes.

This AI Policy explains how AI may be used by Tool-O and the principles governing its responsible use.

1.2 Objectives

This Policy seeks to:

• promote responsible AI use;

• improve Platform efficiency;

• support fair decision-making;

• assist with fraud detection;

• enhance customer experience;

• maintain transparency.

1.3 Scope

This Policy applies to AI and automated technologies used by or on behalf of Tool-O in connection with:

• the Platform;

• User interactions;

• customer support;

• Booking processes;

• Claims;

• dispute assistance;

• fraud prevention;

• Platform security;

• operational analytics.

1.4 Responsible AI Principles

Tool-O seeks to use AI in accordance with principles of:

• fairness;

• transparency;

• accountability;

• privacy;

• security;

• human oversight where appropriate.

1.5 Relationship with Other Policies

This Policy should be read together with the:

• Terms of Use;

• Privacy Policy;

• Claims Policy;

• Dispute Resolution Policy;

• Security Policy;

• all other Platform policies.

1.6 Updates

Tool-O may amend this AI Policy from time to time.

The most current version published on the Platform replaces all previous versions.

2.1 General Use

Tool-O may use AI and automated technologies to assist with the operation of the Platform.

AI is intended to support, but not necessarily replace, human decision-making.

2.2 Examples of AI Use

AI may be used for purposes including:

• fraud detection;

• spam detection;

• identity verification assistance;

• customer support;

• Booking assistance;

• search optimisation;

• recommendation systems;

• content moderation;

• Claims assessment assistance;

• dispute assistance;

• security monitoring;

• operational analytics.

2.3 AI-Assisted Claims

Where applicable, AI may assist Tool-O by analysing information relating to Claims, including:

• photographs;

• videos;

• Booking records;

• communications;

• timestamps;

• other relevant evidence.

AI-generated recommendations may assist decision-making but do not necessarily determine the final outcome.

2.4 Human Oversight

Where Tool-O considers it appropriate, AI-assisted decisions may be reviewed by authorised personnel.

Human intervention may occur where:

• AI confidence is insufficient;

• information is incomplete;

• legal obligations require review;

• a matter is unusually complex;

• fairness requires additional assessment.

2.5 Accuracy

AI systems may generate incorrect, incomplete or inaccurate outputs.

Users should not assume AI-generated responses are always correct.

2.6 Continuous Learning

Tool-O may improve its AI systems over time using lawful methods designed to enhance:

• accuracy;

• fraud detection;

• Platform safety;

• customer experience;

• operational efficiency.

2.7 Privacy

AI systems will process personal information in accordance with the Privacy Policy and applicable privacy laws.

2.8 User Cooperation

Users may be requested to provide additional information where AI systems identify inconsistencies or where further verification is reasonably required.

2.9 Limitations

AI is intended to assist Platform operations and should not be relied upon as legal, financial, engineering or other professional advice.

2.10 Responsible Use

Tool-O seeks to develop and use AI responsibly, balancing innovation with fairness, transparency, privacy, security and appropriate human oversight.

3.1 Fairness

Tool-O seeks to use AI in a manner that is fair, reasonable and consistent with applicable laws and Platform policies.

AI systems are designed to assist decision-making and should not intentionally discriminate against individuals or groups.

3.2 Transparency

Where reasonably appropriate, Tool-O may inform Users when AI or automated systems have materially assisted with a Platform process or decision.

3.3 Human Review

Where Tool-O considers it appropriate, significant AI-assisted outcomes may be reviewed by authorised personnel before a final decision is made.

Human review may occur where:

• AI confidence is below internal thresholds;

• evidence is conflicting;

• additional information is required;

• a User requests review where permitted;

• legal or regulatory obligations require human assessment.

3.4 Evidence

AI systems may consider information including:

• Booking records;

• photographs;

• videos;

• communications;

• timestamps;

• location information where available;

• payment records;

• other relevant Platform information.

3.5 Fraud Detection

AI may assist in identifying patterns that may indicate:

• fraudulent activity;

• fake Accounts;

• payment abuse;

• suspicious Booking behaviour;

• review manipulation;

• Platform misuse;

• other integrity risks.

3.6 Continuous Improvement

Tool-O may periodically review and improve AI models, workflows and operational processes to enhance:

• accuracy;

• fairness;

• security;

• reliability;

• User experience.

3.7 Limitations

AI systems may:

• produce inaccurate results;

• misunderstand context;

• generate incomplete assessments;

• require additional human review.

Users should not rely solely upon AI-generated outputs.

3.8 Security

Tool-O seeks to protect AI systems from unauthorised access, manipulation and misuse through reasonable security measures.

3.9 Compliance

Tool-O seeks to use AI in accordance with applicable laws relating to privacy, consumer protection, anti-discrimination, cybersecurity and other relevant legal obligations.

3.10 Responsible Innovation

Tool-O is committed to developing and deploying AI responsibly while balancing innovation, safety, fairness, transparency and accountability.

4.1 Governance

Tool-O is responsible for the governance of AI systems used on the Platform and may establish internal processes to oversee their responsible development, deployment and operation.

4.2 Accountability

Tool-O remains responsible for decisions made by the Platform, including decisions that may be supported by AI or automated technologies.

The use of AI does not remove Tool-O's obligations under applicable law.

4.3 Monitoring

Tool-O may monitor the performance of AI systems to identify issues including:

• inaccurate outputs;

• unexpected behaviour;

• security risks;

• unfair outcomes;

• system errors;

• operational improvements.

4.4 Risk Management

Tool-O may assess and manage risks associated with AI systems, including risks relating to:

• privacy;

• cybersecurity;

• fraud;

• bias;

• reliability;

• regulatory compliance.

4.5 Incident Management

Where Tool-O becomes aware of material issues affecting the operation of AI systems, it may investigate, suspend, modify or discontinue affected AI functionality where reasonably appropriate.

4.6 Policy Review

Tool-O may review this AI Policy periodically to reflect:

• technological developments;

• changes in applicable laws;

• operational experience;

• regulatory guidance;

• evolving industry practices.

4.7 Relationship with Other Policies

This AI Policy should be read together with the:

• Terms of Use;

• Privacy Policy;

• Security Policy;

• Claims Policy;

• Dispute Resolution Policy;

• Platform Integrity Policy;

• all other Platform policies.

Where there is any inconsistency, the Terms of Use prevail to the extent permitted by applicable law.

4.8 Contact

Questions regarding this AI Policy or the use of AI on the Platform may be directed to Tool-O using the contact details published on the Platform.

4.9 Policy Updates

Tool-O may amend this AI Policy at any time.

The latest version published on the Platform replaces all previous versions.

4.10 Final Statement

Tool-O is committed to using Artificial Intelligence responsibly to improve the Platform while maintaining fairness, transparency, accountability, privacy, security and appropriate human oversight.

END OF AI POLICY