Acceptable Use Policy

1. Introduction

1.1 This Acceptable Use Policy ("Policy") sets out the rules governing the use of PlumbGo.live ("the Website") and the PlumbGo platform ("the Platform").
1.2 The Website and Platform are operated by PlumbGo Ltd (the Company), a private limited company registered in England and Wales under company number 17094157, with its registered office at 7 Moor Lane, Cleadon, Sunderland, England, SR6 7TN. After this first reference, PlumbGo Ltd is referred to as "the Company".
1.3 This Policy applies to all Users, including Homeowners and Engineers.

2. Definitions

In this Policy:

• "Homeowner" means any consumer using the Platform to locate or contact an Engineer.
• "Engineer" means any self-employed tradesperson using the Platform.
• "User" means any individual accessing the Website or Platform.
• "Content" means any information, text, images, or materials uploaded or transmitted by a User.

3. General Principles

3.1 Users must use the Platform lawfully, responsibly, and in accordance with this Policy.
3.2 Users must not engage in any conduct that could harm:

• the Platform;
• the Company;
• other Users;
• the reputation of the Platform.

4. Prohibited Conduct

Users must not:

4.1 Illegal or Harmful Activity

• engage in unlawful, fraudulent, or deceptive behaviour;
• upload or transmit harmful, defamatory, or abusive content;
• impersonate any person or misrepresent identity.

4.2 Misuse of the Platform

• interfere with the operation of the Platform;
• attempt to bypass security measures;
• use automated tools, bots, or scraping technologies;
• upload viruses, malware, or harmful code.

4.3 Misrepresentation

• provide false or misleading information;
• create fake profiles;
• misstate qualifications, insurance, or availability.

4.4 Harassment or Abuse

• harass, threaten, or abuse any User;
• use discriminatory, offensive, or inappropriate language.

4.5 Unauthorised Commercial Activity

• advertise unrelated services;
• solicit Users for purposes unrelated to plumbing, heating, or relevant trades;
• use the Platform to promote competing platforms.

5. Engineer-Specific Requirements

Engineers must not:

• claim to be employed by or affiliated with the Company;
• upload fraudulent insurance or qualification documents;
• misuse real-time availability indicators;
• pressure Homeowners into unnecessary works;
• engage in unsafe or non-compliant practices.

6. Homeowner-Specific Requirements

Homeowners must not:

• submit false or misleading job information;
• misuse the Platform to obtain free advice without intent to hire;
• behave abusively towards Engineers;
• request works that are unlawful or unsafe.

7. Real-Time Availability

7.1 Real-time availability displayed on the Platform is provided for general informational purposes only.
7.2 It does not guarantee that an Engineer is available, able to respond, or willing to accept a job.
7.3 Users must not rely on availability indicators as a guarantee of service.

8. Content Standards

8.1 All Content uploaded or transmitted by Users must be:

• accurate;
• lawful;
• respectful;
• relevant to the purpose of the Platform.

8.2 Users must not upload:

• offensive or explicit material;
• copyrighted material without permission;
• misleading or fraudulent information.

9. Monitoring and Enforcement

9.1 The Company may monitor activity on the Platform to ensure compliance with this Policy.
9.2 The Company may take any of the following actions:

• issue warnings;
• remove or edit Content;
• restrict access;
• suspend or terminate accounts;
• report unlawful activity to authorities.

9.3 The Company is not required to provide reasons for enforcement actions where doing so may compromise safety or security.

10. Reporting Breaches

10.1 Users may report breaches of this Policy to support@plumbgo.live.
10.2 Reports should include:

• details of the issue;
• relevant screenshots or evidence;
• the username of the individual involved.

11. Consequences of Breach

11.1 Breach of this Policy may result in:

• account suspension;
• account termination;
• removal of Content;
• loss of Subscription access (where applicable).

11.2 No refunds are provided where enforcement action is taken due to a User's breach.

12. Changes to This Policy

12.1 The Company may update this Policy from time to time.
12.2 The latest version will be published on the Website.

13. Governing Law

13.1 This Policy is governed by the laws of England and Wales.
13.2 The courts of England and Wales have exclusive jurisdiction.