How we rank results

This is a translation provided for information purposes. In the event of any discrepancy, the Spanish version prevails.

At Llavely we want you to know why you see what you see. Here we explain, with no small print, how we decide the order of results, what role payments play, how ratings work and what we do when someone breaks the rules.

1. Which homes you see and in what order (if you are looking for a home)

If you are looking for a home to rent

You do not have to chase listings or send applications: landlords and agencies see your profile and invite you. You will see the invitations you receive in order of arrival, from the most recent to the oldest. We do not rank them using any algorithm and nobody can pay for their invitation to appear first. You decide whether to accept or decline each one.

You can also see the published flats in the open provinces. By default they are shown from the most recent to the oldest; you can sort them by price (low to high or high to low) and filter them by province and municipality, maximum price, type of rental, bedrooms, furnished, pets, lift, terrace or balcony and "fair price". This order is not based on your profile and nobody can pay to appear higher. If you like a flat, mark "I'm interested": it is saved to your profile, it does not send any message and it does not put you ahead of anyone.

If you are looking for a home to buy (Comunidad de Madrid – Madrid region)

When you view homes for sale, the default order is "Recommended". We calculate it using the following factors, from most to least important:

You can change the order at any time: by price (lowest to highest or vice versa), by date of publication or by distance from a point. [We also offer the "Most recent" option, which is not based on your profile.]

What the "Fair price" badge is

We compare the rent requested by the landlord with the Sistema Estatal de Referencia del Precio del Alquiler de Vivienda (State Residential Rental Price Reference System) and with third-party market data (which we cite as a source). If the rent is [within the reference range / below threshold X], the listing receives the badge.

• It is guidance, not an appraisal.
• It does not certify that the rent complies with the legal limits in stressed areas: that is the landlord's responsibility.
• It cannot be bought. No payment to Llavely earns the badge.

2. How we rank profiles (if you are a landlord or agency)

When a landlord or agency is looking for tenants or buyers for a home, the default order is based on the affinity index:

Important:

• The index is an aid. It is always the landlord or agency who decides whom to invite, not an algorithm. For that reason, it is not an automated decision within the meaning of Article 22 of the GDPR (RGPD).
• Marking "I'm interested" does not change the order. If a tenant has marked it, the landlord or agency sees, at most, a discreet tag next to their profile ("Interested in your flat").
• The index does not use data such as origin, nationality, sex, age, religion, disability, sexual orientation or family situation, and filters based on such data cannot be used.
• If you are a tenant or buyer, you can ask us for more information about how your index is calculated at legal@llavely.com.

3. What role payments play

We want to be very clear:

• No payment makes a tenant appear higher or gives them a better chance of being chosen: landlords and agencies see all candidates ranked solely by affinity, and decide freely.
• Llavely does not accept payments to place a listing higher other than as indicated in this table.
• [Llavely does not publish listings for its own homes or those of related companies.] / [If it did, they would receive the same treatment and would be identified.]

4. Ratings

For now, Llavely does not request or publish ratings. If we switch them on, we will tell you here first. These are the rules we will apply then:

Who will be able to leave a rating

Only people who have signed a tenancy agreement through Llavely with the person they are rating will be able to leave a rating. The rating button will be activated automatically when the system records the signed agreement.

How we check that they are genuine

• Each agreement allows only one rating per party.
• Ratings are published [when both parties have left a rating or after X days], so that nobody rates out of fear of reprisals.
• We do not pay or give benefits in exchange for ratings, and we do not allow users to do so.
• We do not remove negative ratings because they are negative.
• We only remove ratings that breach our rules (insults, personal data, illegal content or content unrelated to the tenancy), and where we do so we indicate it.
• We look for signs of manipulation (linked accounts, unusual patterns).

How they are displayed

• All published ratings are displayed, both positive and negative.
• Default order: from the most recent to the oldest. You can sort them in other ways.
• The average score is calculated using all published ratings [from the last X months / since the start].
• The person rated may reply publicly once and report the rating if they believe it breaches the rules.

5. Moderation: what we do when something is not right

How to report

Use the "Report" button that you will find on profiles, listings and conversations, or write to [legal@llavely.com]. Anyone can report, even if they do not have an account. Tell us what is happening, why you believe it breaches the law or our rules, and where the content is.

What happens next

1. We confirm that we have received the report.
2. A member of the team reviews it, usually in less than 24 hours.
3. In serious cases (suspected fraud, threats, impersonation) we may immediately block the content or the account while we review it.
4. We inform you of what we have decided.

Automatic protection in the chat

Our chat automatically detects messages with typical signs of a scam (requests for Bizum payments, bank transfers or payments before the viewing, external links) and displays a warning. This system does not block any account on its own: if it detects something serious, a person reviews it.

Measures we may take

From least to most serious: warning; removal of the content; reduced visibility; removal of badges; temporary suspension of features; temporary suspension of the account; permanent closure. Always in a proportionate manner.

We explain why

If we take a measure that affects you, we will send you an explanation setting out: what we have done and for how long, the facts on which we based it, whether it was prompted by a report, whether an automated system was involved, which rule or clause was breached and how you can appeal.

If you disagree

You can appeal free of charge within 6 months at [legal@llavely.com / form]. Your case will be reviewed by a different person from the one who took the decision, and we will give you a reasoned reply. You may also go to a certified out-of-court dispute settlement body or to the courts.

6. Artificial intelligence

• The website's help chat is an artificial intelligence assistant, not a person. We tell you this at the start of the conversation. If you prefer, you can ask to be attended by a person.
• The AI may suggest the text of a listing; it is always the advertiser who reviews it and decides to publish it.
• If you paste the text of an advert you already have, the website extracts the details to fill in the listing and tells you what is missing; you review them before sending the property.
• An AI system checks tenants' identity and income documents. If something does not add up, a member of the team reviews it, and you can always ask for a person to review the result.
• The AI does not decide who gets a home.

7. Changes to this page

If we make significant changes to how we rank results or manage ratings, we will update this page, state the date and, if it affects professionals, notify them in advance in accordance with their terms.

Any questions? Write to us at legal@llavely.com.