False Positive & Brand Safety Policy
How we handle mistaken “scam” flags, and how to request a correction · SayNO
Effective date: 8th July 2026 · Applies to: the SayNo app by XZero Labs Private Limited
1. Our commitment
SayNo helps people spot likely scams, fraud and phishing. Its results are risk indicators, not verdicts. Like any detection system, SayNo can occasionally flag something legitimate as suspicious (a “false positive”) or miss something harmful (a “false negative”). We take accuracy seriously: we work to minimise mistakes, we are transparent that results are advisory, and we correct errors quickly when they are reported.
What a SayNO flag means — and doesn't
A “likely scam” result is an automated assessment shown to help a user decide for themselves. It is not a statement of fact that a person or business is fraudulent, and it is not a legal finding. Users are always advised to verify independently before acting.
2. What counts as a false positive
A genuine message (for example, a real bank alert, delivery update or OTP notice) marked as likely scam;
A legitimate business's sender ID, phone number, link or QR code flagged as suspicious;
A safe file reported as risky.
3. For users — challenge a result
If you think SayNo got something wrong:
In the app: use “Report an incorrect result” on the result screen to tell us it looks wrong. This helps us improve and does not share the content unless you choose to include it.
By email: write to hello@xzerolabs.com with “False positive” in the subject and, if you're comfortable, a description of what was flagged.
Remember: a result is guidance. If you're confident a message is genuine, you remain in control of what you do.
4. For businesses & senders — request a correction
If your organisation's legitimate messages, sender IDs, numbers, links or QR codes are being flagged by SayNO, we want to fix that. Email hello@xzerolabs.com with the subject “Brand safety – correction request” and include:
Your organisation's name and your role/authority to represent it;
The specific sender ID, number, link, domain or QR content being flagged;
Examples of the legitimate messages (redact anything sensitive);
Any verification you can share (official domain email, DLT/sender-ID registration, business registration, or similar).
How we review
Acknowledge: we aim to confirm receipt within a few working days.
Verify: we check that the request is genuine and that the sender is legitimately controlled by you.
Assess & correct: if we confirm a false positive, we update our detection so the legitimate content is no longer wrongly flagged, and we let you know the outcome.
Target timeline: 30 days, faster for clear-cut cases; complex cases may take longer and we'll keep you updated.
5. How we work to reduce false positives
We treat results as graded risk indicators (for example, likely scam / uncertain / likely genuine), not binary accusations.
We continually tune our models using aggregate, non-identifying signals — not the content you submit.
We prioritise reported false positives for review.
6. Fair use of this process
This process is for correcting genuine mistakes. We may decline or slow requests that are abusive, that cannot be verified, or that ask us to stop flagging content we reasonably assess as harmful. Submitting a correction request does not, by itself, guarantee a change; we will always tell you the outcome and our reasoning.
7. Important notes
Advisory service. SayNo assists judgement; it does not block your messages or act on your behalf. See our Terms of Use.
Good faith. Our assessments are made in good faith to protect users, and we correct errors promptly once verified.
Privacy. Handling of any information you send us is governed by our Privacy Policy.
8. Contact
XZero Labs Private Limited
Brand-safety & grievance contact: Chief Executive Officer
Email: hello@xzerolabs.com · Website: https://www.xzerolabs.com/
