Trust & Safety, Incident Reporting and Emergency Policy

The “Trust & Safety Policy”

1. Our Commitment to Safety

At Wren, the safety and well-being of families, children, caregivers, and our community are our highest priorities. While Wren operates as a technology platform that helps to facilitate connections between families with independent caregivers, we strive to maintain a trusted marketplace through thoughtful caregiver screening, clear community expectations, and responsive incident management.

Every member of the Wren community shares responsibility for creating a safe, respectful, and professional experience.

2. Caregiver Vetting

Before a caregiver is approved to accept bookings through the Wren Platform, Wren may require completion of one or more of the following onboarding and verification steps:

• Identity verification
• Criminal background screening conducted by an authorized third-party provider (Checkr)
• Completion of Wren's Caregiver Application
• Review of prior caregiving experience, qualifications, and references (where applicable)
• Agreement to Wren's Terms of Use, Platform Services Agreement, Privacy Policy (our “Legal Terms”), Community Standards, and other Platform Policies, including this Trust & Safety Policy
• Any additional onboarding requirements Wren determines are appropriate

Approval to use and access the Platform does not constitute a guarantee, certification, endorsement, or warranty regarding a Caregiver's future performance or suitability for any particular family or situation. Families remain solely responsible for reviewing Caregiver profiles and determining whether a specific Caregiver is appropriate for their specific needs.

Wren reserves the right, in its sole discretion, to suspend or remove any User, to suspend, deactivate or delete any User account, or deny any User access to the Platform at any time.

3. Community Safety Expectations

All Users are expected to conduct themselves professionally, honestly, and respectfully and in accordance with all applicable laws.

Families and Caregivers must at all times:

• Provide accurate and truthful information.
• Exercise sound discretion and judgment when using the Platform or communicating with any other User.
• Maintain respectful communications.
• Comply with specific instructions provided by Families and Caregivers.
• Prioritize the health and safety of children at all times.
• Immediately report any safety concern, emergency, or inappropriate conduct.
• Comply with the terms of any independent contractor agreements entered into with any User receiving care services or Caregiver providing care services.
• Comply with Wren’s Legal Terms and Platform Policies.
• Cooperate with any reasonable investigation conducted by Wren.
• Comply with all applicable laws.

Wren may suspend or permanently remove any User whose conduct presents a safety risk or otherwise violates Wren’s Legal Terms or Platform Policies.

4. Incident Reporting

Users should promptly notify Wren of any incident involving:

• Injury or medical emergency (see Section 7 below for Emergency Situations; Reporting)
• Suspected abuse, neglect or mistreatment, including suspected child abuse or neglect
• Unsafe conditions
• Criminal activity
• Harassment or discrimination
• Property damage
• Threatening or violent behavior
• Significant policy violations
• Any situation that may affect the safety or well-being of a child, family, caregiver, or member of the Wren community

Where immediate danger exists, users should first contact local emergency services (911 or the appropriate emergency authority) before notifying Wren.

Incident reports should be submitted as soon as reasonably possible through the Platform or by contacting Wren Support by email to support@carewithwren.com. Please note that Wren’s review and/or investigation into any incident report is conducted solely to enforce the Platform’s Policies and Wren’s Legal Terms and is NOT a substitute for any investigation by law enforcement, medical professionals, or any governmental agency or authority.

Nothing in this Trust & Safety Policy is intended to act as a substitute for or satisfaction of any reporting obligation imposed by applicable law. If a User has reasonable cause to believe that a child has been subjected to abuse or neglect, the User must immediately make any and all reports required by applicable law to the appropriate governmental agency or authority. In New Jersey, reports of suspected child abuse or neglect may be made to the New Jersey Department of Children and Families State Central Registry at 1-877-NJ-ABUSE (1-877-652-2873).

Users should also promptly notify Wren after contacting the appropriate authorities, when safe and legally permissible to do so.

5. Wren's Response to Reported Incidents

Upon receiving an incident report, Wren may, in its sole discretion but without any legal obligation:

• Review the information provided.
• Request additional information from involved Users.
• Temporarily suspend User accounts while a matter is reviewed.
• Restrict future bookings.
• Permanently remove Users from the Platform.
• Cooperate with law enforcement or governmental authorities when required by law or when Wren reasonably believes doing so is necessary to protect Users, their family or household members or the public.

Wren reserves the right to determine the appropriate response based on the nature of the reported incident.

6. Cooperation

Users agree to cooperate in good faith with any reasonable safety review or investigation conducted by Wren, including providing truthful information and supporting documentation when requested. Users should preserve any and all information relevant to a reported incident, including communications, photographs, booking information, documentation, or other records, subject to applicable law, and provide such materials to Wren upon Wren’s reasonable request.

Failure to cooperate with a safety review or investigation may result in suspension or termination of User Accounts and/or Platform access.

7. Emergency Situations; Reporting

The Wren Platform is not an emergency service and does not provide emergency services or law enforcement services.

If a child or any individual is in immediate danger, Users should immediately contact emergency services before contacting Wren.

After contacting emergency services and taking such steps as may be required to address the emergency (as applicable), the following outlines the steps Families (Customers) and Caregivers should take when an emergency situation or serious medical or safety concern (together, an “Emergency Situation”) occurs during or in connection with a booking (“Booking”) arranged through the Wren Platform.

What Is Considered an Emergency Situation?

Examples of Emergency Situations may include, but are not limited to:

• Any situation where the immediate safety of a child or individual is at risk
• A child or other individual requiring immediate medical attention
• A serious injury or accident
• A missing child
• Fire, gas leak, or other hazardous condition
• Suspected child abuse or neglect
• Violent, threatening, or criminal behavior from a child or family member or directed towards a child or family member by a third party
• Serious property damage

If you are ever unsure whether a situation is an emergency, we recommend that Caregivers err on the side of reasonable caution, prioritize safety and contact emergency services immediately.

Step 1 – Contact Emergency Services

If there is an immediate threat to any individual’s life, health, or safety:

• Call 911 immediately.
• Do not delay contacting emergency services while attempting to notify Wren, parents, family members or another party.

If appropriate and safe to do so:

• Follow instructions from emergency responders.
• Provide first aid only if you are qualified to do so and when it becomes safe to do so.
• Remain with the child or affected individual until emergency responders arrive, unless doing so would place you or others in danger.

Step 2 – Contact the Parent or Emergency Contact

Unless emergency responders instruct otherwise, the Caregiver should notify the Parent or Emergency Contact as soon as reasonably possible after contacting emergency services.

Families should ensure that current and accurate emergency contact information is maintained within their Wren account. If additional information or instructions are required based on the details of the Booking, families should provide all relevant information to the Caregiver prior to the Booking.

Step 3 – Notify Wren

After emergency services have been contacted and the immediate emergency has been addressed, notify Wren as soon as reasonably possible, but not before contacting the relevant parent, family member or Emergency Contact.

Emergency Situations may be reported by sending an email to support@carewithwren.com.

Please provide, if known:

• Date and time of the incident
• Booking number (if available)
• General description of what occurred
• Whether anybody was injured or harmed, and a brief description of the injuries or harm
• Whether emergency services were contacted
• What emergency services’ response was, including timing and details of the first responders who arrived (e.g., EMTs, police, etc.) and instructions provided by emergency responders (if any)
• Any immediate or ongoing safety concerns
• Any additional information that you believe should be reported to Wren for Wren to complete its emergency investigation and report

Step 4 – Preserve Relevant Information

To assist with Wren's review of the incident and so that Users have a file to share with third parties as may be required, Users should preserve any relevant information, including:

• Booking details
• Messages exchanged through the Platform
• Photographs (when appropriate)
• Names of responding agencies, if known
• Details of emergency responders or responding agencies’ response and actions, including any Instructions provided to you
• Any other documentation relating to the incident

Users must cooperate with any reasonable request from Wren relating to its review of the incident.

Suspected Child Abuse or Neglect

Nothing in this Policy replaces or supersedes any obligation to report cases of suspected child abuse or neglect as may be required by applicable law.

If a User has reasonable cause to believe that a child has been abused or neglected, the User must immediately report the matter to the appropriate governmental authority as required by applicable law.

In New Jersey, suspected child abuse or neglect may be reported to the New Jersey Department of Children and Families State Central Registry by calling:

1-877-NJ-ABUSE (1-877-652-2873)

Users should also notify Wren as soon as reasonably possible after making any legally required report, when safe and legally permissible to do so.

Medical Information

Families are responsible for providing accurate emergency contact information and communicating any known medical and health conditions, allergies, medications, or other important care instructions before a booking begins.

Caregivers should familiarize themselves with any emergency instructions provided by the Family before providing care. Caregivers should always ask the Family in the event of any uncertainties regarding specific instructions related to medical and health conditions, allergies, medications, or other important care instructions provided by the Family.

Wren's Role

Wren is a technology platform that solely facilitates connections between Families and independent Caregivers.

Wren is not an emergency response provider, medical provider, law enforcement agency, reporting agency or child protective agency and cannot and will not provide medical or legal advice.

Wren cannot dispatch emergency personnel or provide emergency medical assistance.

Following notification of an Emergency Situation, Wren may review the incident in accordance with its Trust & Safety and Incident Response Policy and may take any action permitted under Wren's Legal Terms, including temporarily suspending or permanently removing Users from the Platform where appropriate.

Questions

For non-emergency questions regarding this Policy, please contact:

support@carewithwren.com

Remember

In any emergency:

• Call 911 immediately if there is an immediate threat to life, health, or safety.
• Contact the Parent or Emergency Contact as soon as reasonably possible.
• Cooperate with emergency responders and preserve relevant information.
• Notify Wren after the immediate emergency has been addressed.

8. No Guarantee of Safety

Although Wren strives to maintain a trusted marketplace through screening, onboarding and Wren’s Platform Policies, no screening process can eliminate all risk.

Accordingly:

• Wren does not guarantee the conduct, actions, availability, or future behavior of any Caregiver or family.
• Background checks reflect information available at the time they are performed and may not identify all criminal history or future conduct.
• Families are solely responsible for determining whether a Caregiver is appropriate for their household and children.
• Caregivers are solely responsible for determining whether a booking is suitable for their skills and experience, appropriate and safe.

9. Policy Violations

Violations of this Trust & Safety and Incident Response Policy or any of Wren's Legal Terms may result in one or more of the following actions:

• Warning
• Temporary Account suspension
• Permanent Account deletion
• Permanent removal from the Platform
• Cancellation of pending bookings
• Restriction of Platform functionality
• Referral to law enforcement when appropriate
• Any other action Wren determines is necessary to protect the safety of its community

10. Policy Updates

Wren may update or modify this Trust & Safety Policy from time to time. Continued use of the Platform following the effective date of any updated policy constitutes acceptance of the revised Policy.