Acceptable Use Policy

This Acceptable Use Policy (the "AUP") sets out the rules for everyone who uses the Neatly platform operated by NEATLY LTD. It is incorporated into the Terms of Service by reference. A material breach may result in suspension or termination of your account.

1. Lawful and Respectful Use

You agree to use the Platform only for its intended purpose — booking, delivering, coordinating or training for decluttering services — and to act lawfully, honestly and respectfully towards other users and staff. Neatly supports neurodivergent people; discrimination, harassment or abuse of any kind will not be tolerated.

2. Prohibited Content

You must not upload, transmit or store content that:

• Is unlawful, defamatory, obscene, harassing, discriminatory or threatening
• Infringes the intellectual property, confidentiality or privacy rights of others
• Contains malware, scripts or code intended to compromise the Platform or other users
• Falsely represents another person or organisation

3. Prohibited Conduct

You must not:

• Scrape, harvest or systematically download Platform data except as expressly authorised
• Reverse engineer or attempt to derive the source code of the Platform
• Bypass authentication, rate limits, access controls, audit logging or other security measures
• Attempt to access another user's account, booking, or personal data
• Circumvent the Platform to avoid fees due to Neatly or a declutterer
• Send spam or unsolicited marketing without a lawful basis
• Share account credentials

4. Client Homes and Safety

Declutterers must respect each client's home, property, privacy and boundaries, follow health-and-safety good practice, and never remove or dispose of items without the client's agreement. Clients must provide a safe environment for declutterers.

5. Security and Reporting

Report any vulnerability or suspected breach to security@neatly.uk. We support good-faith responsible disclosure. Keep your credentials private and enable multi-factor authentication where offered.

6. Minors

The Platform is for adults. Do not create an account for anyone under 18, and do not upload personal data of minors except where strictly necessary and lawful.

7. Consequences of Breach

Depending on severity we may issue a warning, remove content, suspend or terminate the account, and where appropriate report the matter to law enforcement or the relevant regulator.

8. Changes

We may update this AUP from time to time. Material changes will require logged-in users to re-accept before continuing.

Questions: legal@neatly.uk.