Acceptable use policy

Who this policy applies to

This policy applies to everyone who uses the Fettld app, the Fettld Pro app, the Fettld for Business web portal and fettld.com (together, "Fettld"). It forms part of our terms of use for homeowners and the trade agreement for tradespeople and companies. If you use Fettld on behalf of a business, you are responsible for making sure everyone on your team follows it.

Be honest

• Use your real name and accurate details. Don't pretend to be someone else or to represent a business you don't.
• Describe jobs accurately, including anything a tradesperson needs to know to quote safely, such as access problems, asbestos you know about or previous repairs.
• Only quote for work you are competent, qualified and, where the law requires it, registered to do. Don't claim a qualification, registration, insurance policy or review you don't have.
• Don't upload forged, altered or someone else's identity, insurance, certification or HMRC documents.
• Only leave reviews about jobs you were actually involved in, and keep them truthful. Don't offer or accept anything in return for a review.

Keep jobs and payments on Fettld

Deposits, the Resolution Centre and the written record of what was agreed only protect you when the job is arranged and paid through Fettld. For any job introduced through Fettld, you must not:

• ask for, offer or take payment outside Fettld, including by bank transfer or cash, instead of the deposit;
• share phone numbers, email addresses, social media handles or links to move the conversation off Fettld before a quote is accepted; or
• encourage the other person to cancel on Fettld and rebook directly to avoid Fettld's protections.

Once a quote is accepted, sharing contact details to arrange access to the property is fine.

Treat people with respect

You must not post, send or upload anything that:

• is abusive, threatening, harassing, hateful or discriminatory, including on the grounds of race, religion, sex, sexual orientation, gender identity, disability or age;
• is sexually explicit, violent or graphic, or shows self-harm;
• contains another person's personal information without a good reason, such as their address, phone number or photos of them;
• infringes someone else's copyright, trade marks or other rights, such as photos of another business's work presented as your own; or
• is spam, advertising for other services, or chain messages.

Photos of a job should show the work, not people. If people appear by accident, crop them out where you can.

Don't misuse the platform

• Don't use Fettld for anything illegal, including fraud, money laundering or selling stolen goods.
• Don't try to get around identity, insurance or self-employment checks, or let someone else use your verified account.
• Don't create more than one account to avoid a suspension, a block or a review.
• Don't scrape, copy or harvest data from Fettld, or use bots or automated tools without our written permission.
• Don't probe, scan or test our systems for vulnerabilities, or interfere with how they work. If you find a security problem, email admin@fettld.com instead.
• Don't upload malware or files designed to harm devices.
• Don't use someone else's payment card or bank account without their permission.

How we check messages and media

To keep people safe and to prevent fraud, we check what is shared on Fettld:

• Messages, quotes and profiles are automatically checked for contact details, requests to pay or arrange work outside Fettld, and abusive language. Matches are recorded for our team to review, and the conversation may show a reminder to keep bookings and payments in Fettld.
• Photos uploaded to jobs, chats, portfolios and support cases are screened by an automated content safety service for sexual, violent, hateful or self-harm material. A flagged photo is hidden until our team has reviewed it.
• Disputes. If a case is opened in the Resolution Centre, our team can read the job conversation and join it to help settle the problem.

Automated checks only flag content for a person to review. A flag never suspends an account on its own. Our privacy notice explains how this works and your rights.

Blocking and reporting

You can block someone so that neither of you can message the other, and report a person, a message, a photo or a review from inside the apps. You can also email support@fettld.com. If someone is in immediate danger, call 999 first.

What happens if the rules are broken

Depending on how serious it is, we may remove content, warn you, limit what you can do, hide your profile, pause payouts while we investigate, or suspend or close your account. We will usually tell you why and give you a chance to respond, unless the law, a risk to someone's safety or a fraud investigation stops us. Where we think a crime has been committed, we may share information with the police or other authorities.

If you think we've made a mistake, reply to the message we sent you or email support@fettld.com and a different member of the team will look at it again.

Changes to this policy

We may update this policy as Fettld changes or the law changes. We'll show the date of the latest version at the top of this page and, for significant changes, tell you in the apps or by email.