Acceptable Use Policy

Last updated: 18 August 2026 Effective from: 10 August 2026

1. About this Policy

This Acceptable Use Policy ("AUP") sets out the rules you must follow when using the bob-o-job platform — including our website, mobile apps, and any related services (together, the "Platform").

This AUP applies to everyone who uses the Platform: Customers, Jobbers, business users, and visitors. It forms part of our Terms of Use. Words used in this AUP have the same meaning as in our Terms of Use unless otherwise stated.

By using the Platform you agree to comply with this AUP. Breach may result in:

removal of content
warning, suspension, or permanent termination of your account
action in relation to payments — see Section 12, which explains what we may and may not do
referral to law enforcement or other competent authorities
legal action by us or by affected third parties

2. General principle

Use the Platform honestly, lawfully, safely, and respectfully. Treat other users the way you'd want to be treated.

We operate a zero-tolerance policy for objectionable content and abusive behaviour. Objectionable content (including but not limited to harassment, hate speech, threats, sexual content, and the categories listed in Section 3) and abusive users have no place on the Platform. Such content will be removed and the users responsible will be ejected from the Platform — including, for serious cases, immediate and permanent termination without prior warning.

The rest of this document spells out what that looks like in practice and what is not allowed.

3. Prohibited content and conduct

You must not use the Platform to post, send, share, request, or facilitate any of the following.

3.1 Illegal activity

Anything unlawful under UK law or the law of the country where the activity takes place
Modern slavery, human trafficking, or any form of forced labour
Money laundering or terrorist financing
The sale or supply of controlled drugs, weapons, stolen goods, or counterfeit items
Tax evasion (including off-the-books cash payments to avoid declaring income — see Section 5)
Breach of sanctions or trade restrictions
Any other criminal offence

3.2 Fraud and deception

Misrepresenting your identity, age, qualifications, certifications, insurance, or eligibility to work in the UK
Creating fake accounts, sockpuppet accounts, or accounts on behalf of others without their authorisation
Impersonating another person, business, or bob-o-job staff
Posting fake reviews, ratings, or testimonials (whether positive or negative)
Manipulating the matching system through false location, availability, or category claims
Chargeback fraud, payment fraud, or any attempt to obtain services or payouts dishonestly
Phishing, scams, or social engineering attempts against other users or our staff

3.3 Off-platform circumvention

Soliciting Customers or Jobbers to take the transaction off-platform to avoid fees
Sharing contact details (phone, email, social media handles, addresses, payment links) in messages, profile bios, photos, job descriptions, or reviews before a job is confirmed, in a way intended to circumvent the Platform
Requesting or making payment outside the Platform's payment system
Using the Platform to advertise off-platform services, competing platforms, or unrelated commercial activity

Section 6 below sets out the specific rules on off-platform contact and payments.

3.4 Harassment, hate, and harmful behaviour

Harassment, bullying, stalking, or intimidation of any user
Hate speech, slurs, or content that discriminates against people because of a characteristic protected by applicable law — including the protected characteristics under the Equality Act 2010 (age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation) — or because of another status we protect under this AUP, including gender identity, national origin, and immigration status
Threats of violence, calls for violence, or content celebrating violence
Doxxing — publishing or threatening to publish someone's private information
Sexual harassment, unwanted sexual advances, or solicitation of sexual services
Predatory behaviour, especially toward people who may be vulnerable

3.5 Sexual content

Sexually explicit content of any kind
Solicitation of sexual services or "companionship" jobs that are sexual in nature
Content that sexualises children in any way

Content that sexualises children is the most serious breach of this AUP. We remove it and terminate the account immediately and without warning. Where content is reportable under applicable law, we report it to the appropriate authority — in the UK, the Internet Watch Foundation and/or the National Crime Agency — through the prescribed reporting mechanism. Our rule here is deliberately broader than the legal reporting threshold: content can breach this AUP, and cost you your account, without being something the law requires us to report.

3.6 Safety and weapons

Content that promotes, encourages, instructs on, glorifies, or facilitates suicide, serious self-harm, or eating disorders. This does not cover legitimate prevention, safeguarding, recovery, educational, or support content
Sale, supply, or transport of weapons, explosives, ammunition, or controlled substances
Jobs involving the unsafe handling of hazardous materials by unqualified people
Jobs involving illegal access to buildings, vehicles, or systems (including jobs that ask Jobbers to bypass locks, alarms, or restrictions)

3.7 Privacy and personal data

Sharing other people's personal data without lawful basis
Recording another user (audio, video, photos) without their knowledge in circumstances where they would expect privacy
Posting photos or videos of people (including children, household members, or passers-by) without their permission — see Section 7 for how this applies to photos and videos on the Platform
Attaching a video whose sound captures someone else's voice or conversation without their knowledge — a job video records audio as well as picture, and the people around you may not realise you are filming
Aggregating data about Jobbers or Customers from the Platform for any purpose other than your legitimate use of the Platform

3.8 Intellectual property and confidentiality

Posting content that infringes another party's copyright, trade marks, design rights, or other intellectual property
Posting confidential information that belongs to someone else (your employer's confidential documents, a former client's data, etc.)
Removing copyright notices or other proprietary markings from content

Our IP / Notice and Takedown Policy explains how rights-holders can report infringement.

3.9 Disruption of the Platform

Attempting to hack or interfere with the Platform's infrastructure or security
Reverse engineering, decompiling, or disassembling the Platform, except to the limited extent that applicable law expressly permits despite this restriction
Probing, scanning, or testing the vulnerability of any of our systems without our prior written authorisation
Bypassing rate limits, geographic restrictions, or other technical controls
Introducing malware, viruses, or any code intended to damage or disrupt the Platform
Using bots, scrapers, crawlers, or other automated tools to access the Platform, except for our public-facing pages within the limits set by our robots.txt and only at a respectful crawl rate
Overloading the Platform with disproportionate traffic, requests, or queries

3.10 Misuse of communications

Sending unsolicited promotional or commercial messages ("spam") to other users
Sending the same message to many users for purposes unrelated to a genuine booking
Using the in-app messaging for purposes other than legitimate Platform business

4. Special rules for Jobbers

In addition to the general rules above, Jobbers must not:

Claim qualifications, certifications, insurance, or licences they do not hold
Take on jobs they do not have the skills, equipment, or legal right to perform
Subcontract a job to anyone else without the Customer's knowledge and our written approval
Demand additional payment from the Customer beyond the agreed price (including cash tips solicited under pressure — voluntary tips are fine)
Cancel jobs frequently or without good reason
"No-show" — fail to arrive at an accepted job without notifying the Customer and us
Use a Customer's home, business, or personal information for any purpose other than performing the booked job
Take or retain anything from a Customer's property without explicit permission
Solicit personal relationships with Customers during or arising from a job

5. Special rules for Customers

In addition to the general rules above, Customers must not:

Post jobs they do not intend to pay for or complete
Solicit work that requires qualifications or licences the Jobber may not have, without making the requirement clear
Mislead Jobbers about the nature, scope, location, or risks of a job
Pay a Jobber outside the Platform in cash or by direct bank transfer before, during, or after the job, with the intention of evading platform fees or avoiding tax
Pressure a Jobber to perform tasks outside the agreed scope without offering fair additional payment through the Platform
Discriminate in the selection or treatment of Jobbers on any characteristic protected by applicable law, or on any other status protected under Section 3.4
Use the Platform to impose ongoing managerial control over a Jobber — for example directing how they carry out their work beyond the scope of the booking, requiring set hours over a period of time, or requiring them to be available to you outside a booking

The Platform is designed for discrete, individually-booked jobs, and the rules above reflect that purpose. Nothing in this AUP or in our Terms of Use determines, excludes, or limits any person's employment status or their statutory rights. Employment status is a matter of law and depends on how a working arrangement operates in practice.

6. Off-platform contact and payments

We understand Customers and Jobbers may end up needing to communicate outside the Platform for legitimate reasons (for example, a Jobber arriving at a Customer's home needs to call the Customer if the doorbell is broken). The rules in this section apply to circumvention, not to legitimate practical communication.

You must not:

Solicit a Customer or Jobber to do a job, or pay for a job, outside the Platform with the intention of avoiding our fees
Share off-platform payment details (bank account, payment app handles, etc.) in messages, profile bios, or reviews
Agree to "cash deals" instead of completing the booking through the Platform

We use automated and human systems to analyse messages and other content on the Platform for fraud, safety risks, unlawful activity, and attempted circumvention. The automated checks on in-app messages look for contact details, addresses, and links that suggest an attempt to move the relationship off the Platform. Our Privacy Policy explains what we analyse, why, and the legal basis we rely on. Where these checks suggest a breach, a member of our team decides what action to take — see Section 11.

Repeat bookings

If you are a Jobber. Once a Customer has been introduced to you through the Platform, you must not arrange further work directly with that Customer off the Platform for 12 months after your most recent booking with them. This protects the introduction we made and the fees that fund the Platform. It is limited in both time and scope: it does not restrict who else you may work for, advertise to, or take on, and it does not apply to your own existing clients — people you already worked with before we introduced you. Jobber Terms, Section 11 sets out this term in full, including the fee that remains payable if it is breached.

If you are a Customer. You are not restricted. You may engage anyone you like, on or off the Platform, at any time. We ask you to book repeat work here — you can request a specific Jobber by name when posting a job and we will try to match them to you — because a booking made through the Platform is the one that carries the payment protection, the dispute process and the cancellation rights set out in our Cancellation & Refund Policy. Work arranged privately has none of those, and we cannot help if it goes wrong.

7. Content standards

Any content you post on the Platform — including profile information, job descriptions, messages, photos, videos, and reviews — must:

be accurate and not misleading
be relevant to the purpose of the section it appears in
be respectful in tone
not breach Sections 3, 4, or 5 above
not breach anyone's intellectual property, privacy, or other rights
comply with applicable advertising and consumer protection law (for example, claims about your services must be honest and substantiated)

Photos and videos must:

depict what you say they depict
be taken by you, or you must have the right to use them
not include identifiable people (other than yourself) without their permission
not include sensitive personal information visible in the background (documents, screens, address labels, etc.)

The rule about identifiable people is our own platform standard, and it is stricter than data protection law requires — the law recognises lawful bases other than consent for using someone's image. Where a person appears incidentally in the background of a photo or video, such as a passer-by in a completion photo, crop or blur them where it is reasonably practicable to do so.

Job videos. When you post a job you may attach one short video — up to 15 seconds — to show the Jobber what the job involves. Everything above applies to it, and three things apply only to it:

It records sound. Anyone who can be heard on it counts as someone who appears in it. Do not attach a clip that captures another person's voice or conversation without their knowledge — and take particular care indoors, where other people in the household may not realise you are filming.
Keep it about the job. A job video is there to show the work — the leaking tap, the overgrown garden, the room to be cleared. It is not a message channel, and it must not be used to communicate with, negotiate with, or say anything to a Jobber that belongs in chat.
Who sees it. It is never public. It is shown to the Jobbers eligible to take your job — which includes Jobbers who have not yet accepted it and may not go on to — as well as to the Jobber who does the work, and to our staff if it is reported. Film only what you are content for those people to see and hear.

You can remove a video by deleting it from your job. If a Jobber reports a video, we may remove it permanently — see Section 11.

8. Reviews and ratings

Reviews must be based on your actual experience. You must not:

post fake or paid reviews
post reviews on accounts that you control to inflate your rating
threaten or pressure another user to leave a particular review, or to remove or change a review
offer payment, refunds, or other consideration in exchange for a review
review yourself, friends, family, or anyone with whom you have a personal connection that compromises objectivity

We may remove reviews that breach these rules. We will not edit reviews to change their substance, but we may remove personal data, contact details, or content that breaches this AUP.

Every review on the Platform is left by a party to a completed booking — you cannot review a job that did not take place. Where we show a verification label alongside a review, it confirms that the booking behind it was completed through the Platform; it is not a judgement about the content of the review. For how reviews work, and how to report a fake or incentivised review, see our Reviews Policy.

9. Account integrity

You must not:

create more than one account of the same type (Customer or Jobber) without our written permission
create a new account to evade a suspension or ban
transfer your account to anyone else
use anyone else's account, with or without their permission

If you suspect your account has been accessed without your authorisation, contact security@bob-o-job.com immediately.

10. Reporting content, and raising a complaint

Different things go to different places. Use whichever applies to you.

10.1 Report content or behaviour

Urgent safety issues (threats, ongoing harm): email safety@bob-o-job.com. In an emergency, call the police on 999.
Illegal content: email safety@bob-o-job.com with "Illegal content" in the subject line. We prioritise these reports.
Any other breach of this AUP: use the in-app Report button on a message, review, photo, video, or profile, or email trust@bob-o-job.com.
Privacy violations (someone misusing your data): email privacy@bob-o-job.com.
Intellectual property infringement: see our IP / Notice and Takedown Policy.

When reporting, include as much detail as possible — links to the content, the names or account IDs of the users involved, dates, and any supporting evidence (screenshots, message excerpts).

We treat reports confidentially as far as we reasonably can. We do not share the identity of a reporter with the user being reported unless required by law or unless the reporter agrees.

10.2 Appeal a decision we have made about you

If we have removed your content, restricted a feature, or suspended or terminated your account, you can appeal by emailing appeals@bob-o-job.com. Tell us what was decided and why you think it was wrong. Appeals are reviewed by someone other than the person who made the original decision.

Please appeal within 14 days of the decision, so that we can look at it while the evidence is still available. We will still consider a later appeal where it is reasonable to do so. Nothing in this section affects any legal right or remedy you have, including any right to bring a claim for breach of contract.

10.3 Complain about how we have handled something

If you are unhappy with how we handled a report, an appeal, or our obligations under this AUP or under applicable online safety law, email trust@bob-o-job.com and tell us what went wrong. This is a separate route from an appeal: an appeal asks us to change a decision, a complaint asks us to look at how we behaved.

10.4 Payments and refunds

Payment questions are not AUP matters. If something has gone wrong with a job, raise a dispute on that job before confirming payment. Our Cancellation & Refund Policy explains when a refund is due, and Section 12 below explains when we may hold a payment.

11. How we enforce this AUP

When we receive a report or detect a potential breach we will:

Review the content and the surrounding context
May contact the user to ask for their explanation
Decide what action, if any, to take

Possible actions include:

a warning
removal of specific content
temporary feature restriction (e.g. unable to post jobs, unable to message)
temporary suspension of the account
permanent termination of the account
action in relation to payments, as set out in Section 12
referral to law enforcement or other authorities
where appropriate, legal action

Decisions that affect your account or your content are made by a member of our team, not by an automated system acting alone. Automated systems help us find potential breaches, and may stop an individual message from being sent, but a person decides whether to remove content, restrict a feature, or suspend or terminate an account.

We aim to open a report of safety-critical or objectionable content within 24 hours of receiving it, and to reach a decision within 48 hours. Other reports are reviewed as quickly as we reasonably can. These are the targets we work to and measure ourselves against.

We aim to act proportionately. First-time minor breaches are usually met with a warning; serious breaches (fraud, safety threats, illegal content) result in immediate termination without prior warning.

Our enforcement decisions are at our reasonable discretion. Section 10.2 explains how to appeal one.

12. Payments, holds and set-off

Breaching this AUP does not by itself mean you lose money you have properly earned. What we may do with a payment depends on what that payment is.

Money a Jobber has properly earned. We pay this out in the normal way. We may place a payout on hold while we investigate a report of fraud, a payment dispute, or a serious safety concern connected to that job or that account. If we do, we will tell you the payment is on hold, and when the investigation finishes we will either release it or explain why we are not paying it.

Payments that are disputed, fraudulent, or reversed. Where a payment was obtained by fraud, where a Customer's card payment is reversed or charged back, or where a refund is due, we may reverse or recover the corresponding payment, and we may set off amounts you owe us against amounts we owe you.

Money a Customer has paid. We refund it where a refund is due under our Cancellation & Refund Policy or under consumer law.

Promotional credit. Credit we have given you — for example a referral reward — is a promotional benefit, not money you have paid us. We may withdraw unused promotional credit where it was obtained through fraud, referral abuse, or a breach of Section 3.2. See Referral Promotion Terms for how our referral schemes work.

We will also do whatever a court order, or a legal or regulatory obligation, requires of us.

Nothing in this section affects your legal rights, including any statutory rights you may have in relation to payment for work you have done.

13. Cooperation with law enforcement

We cooperate with law enforcement and other competent authorities where the law requires or permits it, and where the disclosure is necessary and proportionate in the circumstances. This includes where:

we receive a valid legal request (court order, statutory notice)
we believe there is a serious and imminent risk to life or safety
we believe a crime is being, or has been, committed through the Platform

Our Privacy Policy explains the legal bases we rely on when we share personal data in these circumstances.

Where we can lawfully and appropriately do so, we will tell the affected user about a disclosure. Sometimes we cannot — for example where we are legally prohibited from telling them, or where doing so would compromise an investigation or put someone at risk.

14. Changes to this AUP

We may update this AUP. We will only make changes for a good reason, including:

a change in law, regulation, or regulatory guidance
safety, security, or fraud prevention
a change to how the Platform works or what it offers
a requirement imposed by a payment provider or another service provider we rely on
correcting an error, or making the policy clearer
a reasonable change to our business model or operating practices

When we make a change we will update the "Last updated" date at the top of this page. For material changes we will notify account holders by email or in-app, and give reasonable notice before the change takes effect.

Changes apply from the date they take effect. They are not retrospective, and they do not affect financial rights you have already accrued.

If you do not agree with a material change, you can stop using the Platform and close your account before the change takes effect. If you continue using the Platform after that, the updated AUP applies to your use of it from then on.

15. Contact

General reports: trust@bob-o-job.com
Safety-critical: safety@bob-o-job.com
Security: security@bob-o-job.com
Privacy: privacy@bob-o-job.com
Appeals: appeals@bob-o-job.com
Post: BOB O JOB LTD, 5th Floor, 167-169 Great Portland Street, London, W1W 5PF
Company number: 17231669

In an emergency call 999.