Acceptable Use Policy

Last Updated: 6 October 2026

This Acceptable Use Policy (“Policy”) sets out the rules that apply when accessing or using the MyHomelyHub website, mobile applications, platform, portals, messaging systems and related services (collectively, the “Platform”).

MyHomelyHub provides an online marketplace designed to connect homeowners, customers and other users seeking property-related services with independent service providers, tradespeople, contractors and businesses offering those services.

By accessing or using the Platform, you agree to comply with this Policy.

This Policy should be read alongside our Terms and Conditions, Privacy Policy, Complaints Policy and any other policies or terms published on the Platform.

The purpose of this Policy is to ensure that MyHomelyHub remains a safe, professional, lawful and trustworthy marketplace for all users.

You must not use the Platform in any way that:

• breaks the law;
• harms another person or business;
• compromises the security or operation of the Platform;
• misleads or deceives other users;
• interferes with another user's use of the Platform;
• damages the reputation of MyHomelyHub;
• facilitates unlawful or fraudulent activity; or
• circumvents MyHomelyHub's fees, payment systems or marketplace processes.

This Policy applies to all users of MyHomelyHub, including:

• homeowners;
• tenants where permitted to use the Platform;
• landlords;
• property managers;
• service providers;
• tradespeople;
• contractors;
• companies;
• employees or representatives of registered businesses;
• visitors to the Platform; and
• any other person accessing or using MyHomelyHub services.

Businesses are responsible for ensuring that anyone accessing the Platform on their behalf complies with this Policy.

You may only use MyHomelyHub for lawful purposes.

You must not use the Platform to request, advertise, arrange, undertake, facilitate or promote any activity that is unlawful in the jurisdiction where the work is to be undertaken.

Users are responsible for ensuring that any work arranged through the Platform complies with applicable laws, regulations, licences, permissions, building regulations, health and safety requirements and professional standards.

You must provide accurate, complete and truthful information when using MyHomelyHub.

You must not:

• impersonate another person or organisation;
• create an account using false details;
• misrepresent your identity, qualifications or experience;
• falsely claim to hold licences, certifications, memberships or accreditations;
• misrepresent the size, status or capabilities of your business;
• provide false insurance details;
• upload falsified documents;
• knowingly provide inaccurate job information;
• provide false property details;
• misrepresent prices, availability or services; or
• provide information designed to deceive another user.

Where MyHomelyHub requests verification information, users must provide genuine and current documentation.

Users are responsible for maintaining the security of their accounts.

You must:

• keep login credentials confidential;
• use reasonable security measures to protect your account;
• notify MyHomelyHub promptly if you believe your account has been compromised; and
• ensure that only authorised individuals access an account.

You must not:

• share your account with unauthorised users;
• attempt to access another user's account;
• obtain passwords or security credentials belonging to another user;
• attempt to bypass security controls; or
• create accounts for the purpose of avoiding a previous suspension or restriction.

Service providers using MyHomelyHub must conduct themselves professionally and honestly.

Service providers must not:

• advertise services they are not competent or legally permitted to undertake;
• claim qualifications or certifications they do not hold;
• accept work requiring specialist licences or qualifications unless appropriately authorised;
• deliberately provide misleading quotations;
• add undisclosed charges;
• pressure customers into purchasing unnecessary services;
• misrepresent the urgency or condition of work;
• deliberately inflate prices after securing a job;
• engage in aggressive, intimidating or threatening behaviour;
• knowingly perform unsafe or substandard work;
• misuse customer contact details; or
• use the Platform to obtain access to properties for improper purposes.

Where appropriate to the services provided, providers are responsible for maintaining adequate insurance, licences, qualifications, certifications and regulatory approvals.

Homeowners and customers must use MyHomelyHub fairly and responsibly.

You must not:

• post fake jobs;
• repeatedly request quotations with no genuine intention of instructing work;
• provide deliberately misleading information about a property or job;
• knowingly conceal hazards or relevant property conditions;
• discriminate unlawfully against service providers;
• make abusive, threatening or defamatory statements;
• request illegal or unsafe work;
• pressure service providers to carry out work contrary to applicable laws or safety requirements;
• ask providers to falsify invoices, reports, certificates or documentation; or
• intentionally avoid paying properly agreed charges for completed work.

Customers should provide service providers with reasonable information regarding known hazards, access restrictions or property conditions that could affect the safe completion of work.

Content posted on MyHomelyHub must accurately represent the service being offered or requested.

Job listings, profiles and advertisements must not contain:

• false or misleading claims;
• unlawful services;
• discriminatory content;
• obscene or offensive content;
• deliberately misleading pricing;
• fraudulent promotions;
• unrelated advertising;
• spam;
• malicious links;
• content designed primarily to redirect users away from MyHomelyHub; or
• content infringing another person's intellectual property rights.

MyHomelyHub may edit, reject, suspend or remove listings which breach this Policy or otherwise create a risk to users or the Platform.

The Platform must not be used to arrange or promote services involving unlawful activity.

Examples may include:

• unlawful entry into property;
• bypassing utility meters;
• disabling required safety equipment;
• falsifying safety or compliance certificates;
• illegal waste disposal or fly-tipping;
• unlawful asbestos removal;
• work requiring licences or qualifications where the provider does not hold them;
• circumvention of building regulations;
• unauthorised electrical, gas or other regulated work;
• theft or handling stolen goods;
• deliberate property damage; or
• any activity that would constitute a criminal offence.

This list is illustrative and not exhaustive.

MyHomelyHub operates a zero-tolerance approach to fraud.

You must not use the Platform to:

• obtain money by deception;
• use stolen payment details;
• issue fraudulent invoices;
• create false identities;
• manipulate payments;
• conduct phishing;
• submit fraudulent insurance claims;
• fabricate completed work;
• arrange fictitious jobs;
• generate fake reviews;
• participate in money laundering;
• conceal the proceeds of crime; or
• facilitate any other fraudulent transaction.

Suspected fraudulent activity may be reported to payment providers, insurers, financial institutions, law enforcement agencies or other appropriate authorities where permitted or required by law.

Where MyHomelyHub charges commissions, booking fees, subscription fees, transaction fees or other marketplace charges, users must not deliberately attempt to avoid those charges.

You must not use the Platform primarily to identify another user and then deliberately move the transaction away from MyHomelyHub to avoid applicable fees.

Prohibited conduct may include:

• encouraging users to cancel a Platform booking and pay privately;
• disguising payment details within messages;
• directing users to another marketplace purely to avoid MyHomelyHub charges;
• creating duplicate or false transactions;
• manipulating job values; or
• otherwise attempting to circumvent MyHomelyHub's fee structure.

MyHomelyHub may apply account restrictions or other remedies where deliberate fee avoidance is identified.

MyHomelyHub communication facilities must only be used for legitimate purposes connected with the Platform and services arranged through it.

You must not send:

• spam;
• bulk unsolicited advertising;
• threatening communications;
• discriminatory or hateful material;
• sexually explicit material;
• malicious links;
• phishing messages;
• fraudulent payment requests;
• malware;
• repeated unwanted messages; or
• communications intended to harass another user.

MyHomelyHub may investigate reported communications where necessary to protect users or enforce its terms.

Reviews must reflect genuine experiences.

You must not:

• submit a fake review;
• review your own business;
• arrange for friends, employees or family members to post fabricated reviews;
• pay for false reviews;
• threaten a user with a negative review in order to obtain money, discounts or other benefits;
• post defamatory allegations;
• manipulate ratings;
• offer incentives specifically in exchange for positive reviews; or
• deliberately submit misleading feedback.

Users may provide honest negative feedback where it relates to a genuine experience, provided that the content is expressed lawfully and fairly.

MyHomelyHub may remove reviews where there are reasonable grounds to believe that they breach this Policy.

MyHomelyHub does not permit harassment, intimidation or unlawful discrimination.

Users must not engage in conduct based on protected characteristics or otherwise behave in a manner that is abusive, threatening or degrading.

Prohibited conduct includes:

• threats of violence;
• harassment;
• stalking;
• intimidation;
• hate speech;
• sexual harassment;
• discriminatory treatment;
• abusive language;
• repeated unwanted contact; or
• deliberately humiliating another user.

Serious incidents may result in immediate account suspension.

Users must act responsibly when arranging property access.

Service providers must only enter properties where authorised.

Users must not:

• enter a property without permission;
• retain keys without authorisation;
• duplicate keys without consent;
• share access codes unnecessarily;
• misuse lockbox information;
• enter restricted areas without permission; or
• remain at a property after being asked to leave where there is no lawful basis to remain.

Users should take reasonable precautions when meeting individuals introduced through the Platform.

Nothing on MyHomelyHub should be used to encourage unsafe working practices.

Service providers are responsible for assessing risks associated with their work and complying with applicable health and safety requirements.

Users must not deliberately pressure a provider to:

• work in unsafe conditions;
• ignore recognised hazards;
• bypass safety procedures;
• use inappropriate equipment;
• undertake work outside their competency; or
• complete work in breach of legal health and safety requirements.

Where a provider believes conditions are unsafe, they may decline or suspend work until appropriate measures have been implemented.

Users must respect the privacy of other users.

Personal information obtained through MyHomelyHub must only be used for legitimate purposes connected with the relevant service or transaction.

You must not:

• sell another user's personal information;
• add users to marketing databases without a lawful basis;
• publish private contact information without consent;
• misuse property access information;
• collect excessive personal information;
• use information obtained through MyHomelyHub for unrelated commercial purposes; or
• attempt to identify or obtain confidential information about another user without legitimate reason.

Personal information must be handled in accordance with applicable UK data protection laws.

Users must only upload or publish content they have the right to use.

You must not upload or distribute:

• copyrighted photographs without permission;
• another company's branding without authority;
• copied website content;
• forged certificates;
• copyrighted plans or documents without permission;
• counterfeit materials; or
• content that otherwise infringes intellectual property rights.

By uploading content to MyHomelyHub, you confirm that you have the necessary rights and permissions to do so.

You must not interfere with the operation or security of MyHomelyHub.

You must not:

• introduce viruses, ransomware, malware or malicious code;
• attempt to hack the Platform;
• probe the Platform for vulnerabilities without permission;
• bypass authentication or security controls;
• launch denial-of-service attacks;
• scrape the Platform in breach of our terms;
• use automated systems to create excessive traffic;
• reverse engineer protected elements of the Platform where prohibited by law;
• attempt to obtain source code without authorisation;
• interfere with databases;
• access areas of the Platform for which you do not have permission; or
• assist another person in carrying out any such activity.

Unauthorised access may constitute a criminal offence and may be reported to the appropriate authorities.

You must not use bots, crawlers, scraping technology or automated systems to collect data from MyHomelyHub without our prior written permission.

This includes collecting:

• service provider details;
• customer information;
• job listings;
• pricing information;
• contact information;
• reviews;
• images; or
• other Platform data.

We may restrict, block or take legal action against unauthorised automated access.

Unless expressly authorised by MyHomelyHub, you must not use the Platform to:

• build a competing database;
• systematically extract marketplace information;
• resell access to Platform data;
• recruit MyHomelyHub users for an unrelated marketplace;
• harvest service provider contact information;
• send unsolicited bulk marketing communications; or
• otherwise commercially exploit Platform information outside its intended purpose.

Users must not create or operate multiple accounts for deceptive purposes.

This includes attempting to:

• avoid account restrictions;
• obtain repeated introductory offers;
• manipulate reviews;
• manipulate search rankings;
• create artificial marketplace activity;
• impersonate customers or providers;
• evade outstanding fees; or
• circumvent an investigation or suspension.

MyHomelyHub may link or restrict accounts where there are reasonable grounds to believe they are being used in this way.

Users are encouraged to report conduct that appears to breach this Policy.

Reports may include:

• suspected fraud;
• unsafe service providers;
• abusive users;
• fake profiles;
• fake reviews;
• illegal services;
• suspicious payment requests;
• misuse of personal information; or
• security concerns.

Reports should contain sufficient information to allow us to investigate.

Where MyHomelyHub receives a complaint or identifies potentially prohibited activity, we may investigate.

This may include reviewing:

• account information;
• job information;
• Platform communications;
• transaction records;
• reviews;
• uploaded documents;
• verification records;
• technical logs; and
• information provided by affected users.

Users may be asked to provide additional evidence or explanations.

Failure to reasonably cooperate with an investigation may result in restrictions being applied to an account.

Where we reasonably believe that this Policy has been breached, MyHomelyHub may take action including:

• issuing a warning;
• removing content;
• removing a job listing;
• removing a service advertisement;
• removing or restricting reviews;
• limiting Platform functionality;
• withholding publication of content while it is reviewed;
• temporarily suspending an account;
• permanently terminating an account;
• preventing the creation of replacement accounts;
• withholding or reversing transactions where permitted by our payment terms;
• referring matters to payment providers or insurers;
• reporting suspected criminal activity to the authorities; or
• taking legal action where appropriate.

The action taken will depend on the seriousness and circumstances of the breach.

Serious breaches may result in immediate suspension or termination without prior warning.

MyHomelyHub is a marketplace platform and should not be used as a substitute for emergency services.

Where there is an immediate threat to life, serious risk of injury, fire, suspected gas escape, crime in progress or another emergency, users should contact the appropriate emergency service or relevant emergency provider.

Unless expressly stated otherwise, the presence of a service provider on MyHomelyHub does not mean that MyHomelyHub guarantees or endorses:

• their workmanship;
• qualifications;
• financial standing;
• suitability for a particular job;
• availability;
• pricing;
• advice; or
• compliance with every legal or regulatory obligation applicable to their services.

Any verification carried out by MyHomelyHub is subject to the limitations described in our applicable terms and verification policies.

We may update this Acceptable Use Policy from time to time to reflect:

• changes to the Platform;
• changes in law;
• regulatory requirements;
• changes to our services;
• new security risks; or
• changes to our marketplace rules.

The most current version will be published on the MyHomelyHub website together with the date it was last updated.

Continued use of the Platform following an update will be subject to the revised Policy.

If you have questions about this Acceptable Use Policy, wish to report prohibited activity or believe another user has breached these rules, please contact MyHomelyHub through the contact details or support facilities provided on our website.

MyHomelyHub

Website: www.myhomelyhub.com

By using MyHomelyHub, you agree to use the Platform responsibly, lawfully and in accordance with this Acceptable Use Policy.