Communication Policy

Last updated: October 21, 2026

This Communication Policy is Issued by Telecom Apps LLC and Stape Online Ltd, doing business as Kleos, and its affiliates, where applicable (“Kleos”, “we”, “us”, or “our”).

This policy forms part of the Kleos Platform Terms (https://kleos.io/terms) (Part I: General Terms, Section 1.6) and should be read together with them.

Why we have this policy

We know that payments, documents and compliance checks can be stressful, and that a delayed payout or an unexpected request for information is frustrating. We want to hear your concerns, and our team will do its best to resolve them. Our team also has the right to feel safe at work. This policy sets out what we consider abusive or unreasonable behavior, and what we may do if it occurs. The right to our support comes with the expectation that you treat the people providing it with respect.

Who this policy applies to

This policy applies to every User of the Kleos Platform: Clients and their Authorized Users, Contractors, Platform Contractors, Employed Workers, vendors, and anyone acting on their behalf. It covers every channel through which you deal with us: the Platform, chat, e-mail, phone and video calls, support tickets, social media, review sites, and any contact with an individual member of our team or our agents.

Our commitments to you

We treat you with courtesy and answer in plain language. We explain the reason for any check, hold or request for documents, as far as the law and the requirements of our Payment Service Providers allow us to. We give you a timeline and update you if it changes. We escalate your case when the first-line team cannot resolve it. If we fall short of this, tell us: see "Complaints and review" below.

Abusive behavior

We will not accept behavior that is insulting, threatening or violent towards any member of our team, our agents, or other Users, whether or not that behavior would be unlawful. This includes:

insults, humiliating remarks, profanity or obscene material directed at our staff;
threats or intimidation of any kind, including threats to harm a person, to "find" them, or to damage their reputation;
aggressive, hostile or degrading conduct on a call or in writing, including shouting, repeated interruption and refusing to let an agent speak;
remarks or material that demean a person on the basis of age, race, color, national origin, ethnicity, religion, sex, gender identity or expression, sexual orientation, disability, medical condition, marital or family status, or any other characteristic protected by law;
sexual comments, advances or innuendo towards a member of our team;
knowingly false accusations of fraud, theft or crime against Kleos or a named employee, made to pressure the team rather than to report a genuine concern;
contacting a member of our team through their personal phone, e-mail or social media accounts.

Unreasonable behavior

We aim to be as open and accessible as possible, but we need to use our team's time fairly across all Users. Behavior that places an excessive demand on our team affects our ability to help others. Examples:

sending the same request repeatedly, or through several channels at once, after we have acknowledged it;
refusing to provide information we have asked for, or to clarify your issue, while continuing to demand action;
refusing to accept a decision that has already been explained and reviewed, and reopening it without new facts;
demanding immediate action outside the process we have described, or demanding a specific employee;
recording calls or chats and publishing them, or publishing employees' names or personal details, in order to pressure the team.

What this policy does not restrict

Disagreeing with us, asking for a review, filing a complaint, leaving a truthful review, raising a concern with a regulator, or making any other legally protected communication is never a breach of this policy. We apply this policy to how you communicate, not to whether you agree with us.

What we may do

We will tell you which behavior we consider unacceptable and ask you to change it. If the behavior is serious or continues, we may:

end the current chat or call;
limit how you communicate with us, for example to written channels only, a single channel, or one named contact;
limit how often we respond, for example to one consolidated reply within a set period;
for a Client, require that communication continue only through another Authorized User of that Client;
make reinstatement of normal communication conditional on your written confirmation that you will comply with this policy and the Terms;
suspend, restrict or terminate your Account and access to the Platform, in accordance with Sections 5.3 and 16.2 of the Terms.

These measures are not a fixed sequence. A single serious incident, in particular a threat of violence or harassment of an individual employee, may lead directly to suspension or termination. Threats of violence are reported to the competent authorities, and we may share records of the incident with them. Where we suspend or restrict your Account, we will notify you through the Platform or by e-mail as soon as reasonably practicable, as described in Section 16.3 of the Terms. A person who breaches this policy may also be liable under applicable law.

Your payouts are not affected

A measure taken under this policy never affects amounts you are owed. Accrued and undisputed amounts due to you under your Agreement or Contract continue to be paid to your Payout Account, subject only to the completion of any compliance review and to applicable law (Section 16.3 of the Terms). The status of a payout is never changed because of how you communicated with us. Checks on payouts are governed by the Payout Verification Policy and Sections 4 and 9 of the Terms, not by this policy.

Complaints and review

If you think we have applied this policy wrongly, or you want to complain about how a member of our team treated you, write to support@kleos.io with the subject line "Complaint", your Account e-mail and the date of the conversation. A person who was not involved in the original conversation will review it and reply within [5] business days. Nobody will be treated less favorably for raising a complaint in good faith.

Relationship to the Terms

This policy explains how we apply the following provisions of the Kleos Platform Terms: Section 5.2(m) (no harassment, threats or abuse of other Users or our employees or agents), Section 5.2(n) (no statements intended to damage the Company's reputation, with the protected communications excluded there), Section 5.3 (a breach of the acceptable-use rules is a material breach that may lead to immediate suspension or termination), Section 16.2(c) and (f) (suspension or termination for harassing or abusive behavior or conduct posing a reputational, legal or regulatory risk), Section 16.3 (notice, reinstatement conditions and payment of accrued amounts) and Section 22 (contact). If anything in this policy conflicts with the Terms or your Agreement, the Terms and the Agreement prevail (Section 19.2 of the Terms).