Acceptable Use Policy

This Acceptable Use Policy ("Policy") sets out the standards of conduct that apply to all users of the StayPay platform. It should be read alongside our Terms of Use, Privacy Policy, and Cookie Policy, all of which are available at usestaypay.com.

By accessing or using the StayPay platform in any capacity, you agree to comply with this Policy. StayPay reserves the right to suspend or terminate access for any user who breaches these standards.

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1. WHO THIS POLICY APPLIES TO

This Policy applies to all individuals and entities who access or use the StayPay platform, including:

- Hosts

- Guests

- Concierge Partners

- Local Businesses

- Any third party acting on behalf of any of the above

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2. GENERAL STANDARDS

All users of the StayPay platform must:

- Use the platform only for its intended purpose — to facilitate digital guest experiences, concierge services, and local recommendations for short-stay properties

- Act honestly, accurately, and in good faith in all interactions on the platform

- Comply with all applicable laws and regulations, including those relating to data protection, consumer rights, and trading standards

- Treat all other platform users with respect

No user may use the platform to:

- Submit false, misleading, or inaccurate information of any kind

- Impersonate any person, business, or entity

- Engage in any fraudulent, deceptive, or manipulative conduct

- Harass, threaten, or abuse any other user or StayPay staff

- Attempt to gain unauthorised access to any part of the platform, any account, or any underlying system or database

- Reverse-engineer, scrape, copy, or exploit any part of the platform or its content

- Introduce malicious code, viruses, or any technology intended to disrupt or damage the platform

- Use the platform for any unlawful purpose or to facilitate any unlawful activity

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3. HOST STANDARDS

In addition to the general standards above, hosts must not:

- Publish property listings, descriptions, or add-ons that are inaccurate, misleading, or misrepresent the property or services available

- List services or add-ons that they do not have the legal right or ability to fulfil

- Use the platform to collect guest personal data beyond what is necessary to deliver the guest experience

- Share guest personal data obtained through the platform with any third party other than StayPay and authorised concierge partners acting to fulfil a guest request

- Use guest contact details obtained through StayPay for unsolicited marketing or any purpose unrelated to the guest's stay

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4. GUEST STANDARDS

In addition to the general standards above, guests must not:

- Submit false or misleading information when accessing the platform or making requests

- Submit custom service requests or booking requests without genuine intent to proceed if accepted or quoted

- Attempt to circumvent the platform's payment process or obtain services without completing payment where required

- Abuse the counter-offer or cancellation process — repeated bad-faith cancellations or counter-offer submissions may result in access being restricted at the host's request

- Submit content in reviews, custom request descriptions, or any other free-text field that is defamatory, offensive, discriminatory, or otherwise unlawful

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5. CONCIERGE PARTNER STANDARDS

In addition to the general standards above, concierge partners must not:

- List services they are not qualified, licensed, or insured to deliver

- Accept bookings they do not intend to fulfil or cannot fulfil within the confirmed timeframe

- Submit counter-offers in bad faith — counter-offers must reflect genuine alternative availability or pricing, not be used to delay, mislead, or extract higher prices from guests

- Contact guests or hosts outside of the StayPay platform for the purpose of diverting bookings or payments away from the platform

- Misrepresent the nature, quality, or scope of services in their listings or during fulfilment

- Charge guests amounts beyond those confirmed and accepted within the platform

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6. LOCAL BUSINESS STANDARDS

In addition to the general standards above, local businesses must not:

- List offers or promotions that are inaccurate, misleading, or not genuinely available to guests upon redemption

- Refuse to honour an offer that has been validly redeemed by a guest through the platform without reasonable cause

- Use guest data obtained through offer redemptions for any purpose other than fulfilling the redeemed offer

- Submit content that is offensive, discriminatory, or otherwise unlawful for inclusion in guest-facing materials

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7. PROHIBITED CONTENT

No user may submit, publish, or make available through the platform any content that:

- Is defamatory, obscene, offensive, or discriminatory on the basis of race, ethnicity, religion, gender, sexual orientation, disability, or any other protected characteristic

- Infringes the intellectual property rights of any third party, including copyright, trade marks, or design rights

- Contains personal data about any individual without their explicit consent

- Promotes violence, illegal activity, or any form of exploitation

- Contains unsolicited commercial messages or spam

- Is intended to deceive, mislead, or defraud any person

StayPay reserves the right to remove any content that breaches this Policy without prior notice.

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8. PLATFORM INTEGRITY

Users must not:

- Manipulate or attempt to manipulate any review, rating, or analytics data on the platform

- Create multiple accounts to circumvent restrictions or access features not available to their account type

- Use automated tools, bots, or scripts to interact with the platform in any way not expressly permitted

- Attempt to probe, scan, or test the security or vulnerability of the platform or its infrastructure

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9. REPORTING A BREACH

If you become aware of any content or conduct on the platform that you believe breaches this Policy, please report it to us at support@usestaypay.com. We will investigate all reports and take appropriate action where a breach is confirmed.

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10. CONSEQUENCES OF BREACH

Where StayPay reasonably determines that a user has breached this Policy, we may take any of the following actions depending on the nature and severity of the breach:

- Issue a warning to the relevant user

- Remove or restrict access to specific content or features

- Suspend the user's account temporarily

- Terminate the user's account permanently

- Report the matter to relevant authorities where required by law

StayPay's decisions under this Policy are final, subject to any rights you may have under applicable law.

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11. CHANGES TO THIS POLICY

We may update this Acceptable Use Policy from time to time to reflect changes to the platform, applicable law, or our operational requirements. Any material changes will be communicated to registered users via email or in-platform notification. Continued use of the platform following such notice constitutes acceptance of the updated Policy.

The most current version will always be available at staypayhq.com, with the revision date shown at the top of the document.

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12. CONTACT US

StayPay Ltd Royal Mills, 2 Cotton Street, Manchester, M4 5BZ

Support: support@usestaypay.com

General enquiries: hello@usestaypay.com

Website: usestaypay.com