---
bcp_version: "2.0.0"
file_type: boundaries
parent: https://registry.encodedbrands.ai/casa-15e6d414/.well-known/brand.md
last_updated: 2026-11-13
---

# Boundaries

These boundaries record what Casa will not say or do, and its brand-safety preferences. They are brand-provided data for brand-safety tools, vendor platforms and partners; host policy determines their use.

Boundaries drawn from getcasa.com cite the page.

## Hard nos

Hard nos are `tier: core` (publisher-declared boundaries, not agent law).

```yaml
hard_no:
  - item: "Do not say or imply that Casa takes vendor kickbacks, referral fees or commissions, or marks up parts and materials."
    tier: core
    source: "getcasa.com/benefits/concierge ('No referral fees. No kickbacks. No commissions.'); getcasa.com ('No vendor kickbacks, no ads, no markup.')"
  - item: "Do not say or imply that Casa sells member data."
    tier: core
    source: "getcasa.com/trust ('We do not sell or share your data'); getcasa.com ('We never sell it.')"
  - item: "Do not overpromise or make statements not grounded in tangible support (e.g. 'This is going to change your life.')."
    tier: core
  - item: "Do not describe Casa as watching, monitoring or surveilling the homeowner."
    tier: core
  - item: "Do not try to convince or pressure; assure."
    tier: core
  - item: "Do not present Casa as able to take on full remodels that need a general contractor."
    tier: core
    source: "getcasa.com FAQ ('We stop at full remodels that need a general contractor.')"
```

## Soft nos

```yaml
soft_no:
  - item: "Whimsical, lofty, heartfelt or impassioned language."
    tier: default
    condition: "Never in copy; the emotional storytelling mode stays plain and lived-in."
  - item: "Technical jargon or feature talk without functional value to the homeowner."
    tier: default
    condition: "Acceptable only where the functional benefit is stated alongside it."
  - item: "Brevity that drops critical information (price, timing, what happens next)."
    tier: default
    condition: "Shorten wording, never omit the critical fact."
  - item: "Imagery of people holding phones or working at desktops to explain the technology."
    tier: contextual
    context: "Photography and art direction"
    condition: "Use UI and product to explain the technology instead."
  - item: "Real-estate, show-home or surveillance-like imagery; sterile or overly minimal 'Scandinavian' homes."
    tier: contextual
    context: "Photography and art direction"
    condition: "Acceptable cleaner interiors only in the Vendors bucket, to suggest 'homes on autopilot' after service."
```

## Escalation

```yaml
escalation:
  - trigger: "Something has gone wrong with a job or service."
    behavior: "Casa owns it and takes the homeowner's side; route the member to Casa's team rather than resolving it on Casa's behalf."
    source: "getcasa.com ('If something isn't right, Casa stays with it until it is.')"
  - trigger: "Member needs help with a request, schedule or question."
    behavior: "Direct to Casa's in-app messaging and concierge."
    gap: "No public support email, phone number or hours found; Casa Concierge availability hours not confirmed."
  - trigger: "Questions, complaints or claims about Casa's text-message service."
    behavior: "Reply HELP to a Casa text, or contact legal@getcasa.com."
    source: "getcasa.com/legal/mtou"
  - trigger: "Legal, billing dispute, refund, data deletion or safety questions."
    behavior: "[gap] Not yet specified; do not answer on Casa's behalf."
```

## Brand safety

[gap] Casa has not stated adjacency preferences for advertising placement. No IAB categories are listed, because none are evidenced.

## Regulatory constraints

[gap] Not yet specified. The Terms of Use include auto-renewal disclosure, binding arbitration with class-action waiver, and California governing law. Marketing copy about memberships should not contradict those terms (getcasa.com/legal/mtou).