Acceptable Use Policy

This Acceptable Use Policy (the Policy) sets out what you may and may not do when using Propvora, which is provided by Blackwellen Limited (company number 16482166, registered office 61 Bridge Street, Kington, Herefordshire, HR5 3DJ, United Kingdom) (Blackwellen, we, us).

The Policy applies to every person who accesses the Service, including Customers, their Authorised Users, Portal Users (such as tenants, landlords, owners and investors, applicants, guarantors, contractors and leaseholders), supplier workspace users and members of our Partner Programme. In this Policy, you means any of those people.

Capitalised terms not defined here have the meanings given in our Terms of Service. Customers are responsible for making sure that their Authorised Users and the Portal Users they invite comply with this Policy (see section 13 (Relationship to the Terms)).

This Policy is not an exhaustive list. If you are unsure whether something is allowed, ask us first at the contact details in section 11 (Reporting abuse and concerns).

You must use the Service:

• lawfully, and in compliance with all laws and regulations that apply to you, including data protection, consumer, equality, housing and anti-spam laws;
• honestly, without impersonating any person or misrepresenting your identity, authority or affiliation;
• respectfully, in a way that does not harm, threaten or intimidate others; and
• only within the scope of the access and permissions you have been given.

Propvora is a tool that supports lawful property operations. It is not a substitute for compliance. Nothing in the Service authorises or requires you to take any step that would breach the law, and you must not configure templates, automations or communications in a way that would do so.

You must not upload, store, generate, publish or send through the Service any content that:

• is unlawful, or promotes, facilitates or encourages unlawful activity;
• is defamatory, obscene, pornographic, hateful or threatening, or incites violence;
• harasses, bullies, abuses or intimidates any person, or is grossly offensive;
• discriminates against any person on the basis of a protected characteristic in breach of the Equality Act 2010;
• infringes any intellectual property right, confidentiality obligation or privacy right of another person;
• contains personal data that you have no lawful basis to process, or special category data (such as health or criminal offence data) that you do not need and cannot lawfully process;
• is knowingly false or misleading, including fake documents, certificates, references, reviews or ratings;
• contains malware, viruses, ransomware or other harmful code; or
• constitutes child sexual abuse material or any other content that is illegal under the Online Safety Act 2023 or other law. We will report such material to the appropriate authorities.

You remain responsible for all content you put into the Service. We do not routinely monitor Customer Data, but we may act on content that we reasonably believe breaches this Policy, as described in section 12 (Enforcement).

You must not:

• use the Service to commit or facilitate fraud, money laundering, terrorist financing, bribery or sanctions evasion;
• impersonate any person, including a member of our team, a landlord, an agent, a tenant or a supplier;
• create accounts using false information, or create multiple accounts or Trials to avoid fees or limits;
• share login credentials or allow more people to use a Seat than your Plan allows;
• sell, resell, sublicense or provide the Service to third parties except as expressly permitted by the Terms;
• interfere with other users' use of the Service or with their Workspaces;
• use the Service to build, train or benchmark a competing product; or
• encourage or help anyone else to do any of these things.

Because the Service is used to manage homes and the people who live in them, we set out the following rules expressly. They apply to the way you use listings, application forms, templates, messages, automations, portals, screening workflows and reports.

Discrimination in lettings and management

You must not use the Service to discriminate, harass or victimise any person contrary to the Equality Act 2010, including in advertising, selecting tenants, setting terms, managing tenancies or handling repairs. This includes direct or indirect discrimination because of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation, and failure to make reasonable adjustments for disabled people where the law requires it.

You must not publish or apply blanket bans or statements such as “No DSS”, “No benefits”, “No housing benefit” or “No children”, or set up screening rules that automatically exclude applicants because they receive benefits or have children, where doing so is unlawful under the Equality Act 2010, the Renters' Rights Act 2025 or other applicable law. Affordability and referencing criteria must be applied lawfully and on an individual basis.

Harassment and unlawful eviction

You must not use the Service to harass a residential occupier, or to plan, threaten or carry out an unlawful eviction, contrary to the Protection from Eviction Act 1977 or equivalent laws elsewhere in the United Kingdom. This includes sending threatening or excessive messages, repeatedly contacting an occupier to pressure them to leave, withdrawing services to force them out, or serving notices you know to be invalid. Any possession process must follow the statutory procedure and, where required, a court order.

Deposits, fees and payments

You must not use the Service to take or demand a deposit, holding deposit or other payment that is prohibited or exceeds a statutory cap, including under the Tenant Fees Act 2019 (or equivalent laws in Wales, Scotland and Northern Ireland), or to avoid tenancy deposit protection requirements. You must not use rent and payment features to collect money you are not entitled to, or to misdescribe charges.

Right-to-rent and immigration checks

Right-to-rent checks must be carried out only as and when required by law and in line with the Home Office code of practice, applied consistently to all prospective adult occupiers so that they do not discriminate. You must not use the Service to conduct checks selectively based on a person's nationality, name, accent or appearance, to retain identity documents for longer than necessary, or to use immigration information for any purpose other than the statutory check.

Tenant and occupier data

You must not scrape, harvest, export in bulk or compile tenant, applicant, guarantor, occupier or supplier data from the Service for any purpose other than your own legitimate management of the relevant tenancy or property. In particular, you must not create or share tenant “blacklists”, sell or trade personal data, or use data obtained through a portal for marketing without a lawful basis and any required consent.

Safety and compliance records

You must not upload forged, altered or misleading gas safety records, electrical installation condition reports, EPCs, licences or other compliance documents, or mark compliance items as complete when they are not.

You must not, and must not attempt to:

• access, or probe for access to, any account, Workspace, data or system that you are not authorised to access, including by testing other Workspace identifiers or manipulating URLs or API requests;
• bypass, disable or interfere with authentication, multi-factor authentication, row-level security, rate limits or any other security or access control;
• scan, probe or test the vulnerability of the Service, or carry out penetration testing, without our prior written permission;
• introduce malware or harmful code, or upload files designed to exploit document viewers or parsers;
• carry out denial-of-service attacks, or send traffic intended to overload or degrade the Service;
• use bots, crawlers, scrapers or automated tools to access the Service other than through our documented APIs and integrations; or
• intercept, monitor or alter communications or data that are not intended for you.

If you believe you have found a security vulnerability, please report it promptly to info@blackwellen.com with the subject “Security”, and do not exploit it, access data beyond what is necessary to demonstrate it, or disclose it publicly until we have had a reasonable opportunity to fix it. We will not take action against good-faith researchers who follow this approach. More information is on our Security page.

Our AI features, including the Propvora Agent, are subject to the AI Disclaimer. When using them you must not:

• use AI outputs as the sole basis for decisions that produce legal or similarly significant effects on individuals, such as refusing an application, setting rent, starting possession proceedings or withholding a deposit, without meaningful human review;
• use AI features to generate content that breaches section 3 (Prohibited content) or section 5 (Property-specific misuse), including discriminatory screening criteria or listings;
• attempt to bypass safety controls, extract system prompts or model information, or use prompt injection to make the AI act outside its intended scope;
• input personal data that is not necessary for the task, or special category data unless you have a lawful basis and it is necessary;
• present AI-generated content as professional legal, financial, surveying or safety advice; or
• use AI features to create deceptive content, such as fake reviews, fake correspondence or impersonation of a real person.

Where the Service asks you to review or approve an AI-proposed action, you must actually do so. Approving an action means that you accept responsibility for it.

The Service lets you send emails, messages and notifications to tenants, landlords, suppliers and others. You are the sender of those communications and are responsible for their content and lawfulness.

You must not use the Service to send unsolicited direct marketing by email, SMS or other electronic means unless you comply with the Privacy and Electronic Communications Regulations 2003 (PECR), including obtaining any required consent, relying on the “soft opt-in” only where its conditions are met, identifying yourself clearly and providing a simple, free means to opt out in every message.

Service and operational messages (for example, notices about repairs, inspections, rent or compliance visits) are not marketing, but must not be used as a vehicle for marketing. You must not:

• send bulk or unsolicited messages to people with whom you have no relevant relationship;
• use purchased, rented or scraped contact lists;
• disguise the sender, use misleading subject lines or forge headers;
• send messages at a volume or frequency that amounts to harassment; or
• continue to send marketing to anyone who has opted out.

We may apply sending limits and may pause outgoing messages from a Workspace that generates excessive bounces, spam complaints or abuse reports, to protect our sending reputation and other customers.

Each Plan includes the limits shown on our pricing page and in your Workspace's billing and usage settings, such as the number of properties and Seats. In addition, the following fair-usage rules apply so that the Service stays fast and reliable for everyone.

Storage. File storage is provided for documents, photographs and records relating to the properties and tenancies you manage. You must not use the Service as general-purpose file hosting, backup or archive storage, or to store large media libraries unrelated to your property operations.

API and integrations. You must use our APIs only in accordance with their documentation, through the credentials we issue to you, and within the published rate limits. You must not share API credentials, use them in client-side code where they could be exposed, or design integrations that poll excessively when webhooks or batch endpoints are available.

Automations and AI usage. Automations must be designed to support genuine operational workflows. You must not create automations that loop, trigger each other recursively, generate excessive messages or tasks, or consume AI or processing capacity disproportionately to your Plan. AI features may be subject to usage allowances shown in the Service.

If your usage materially exceeds what is typical for your Plan or adversely affects the Service for others, we will contact you to discuss it. We may ask you to reduce usage, move to a more suitable Plan or agree a bespoke arrangement. Where usage threatens the stability or security of the Service, we may apply temporary throttling or pause the relevant activity immediately and tell you as soon as practicable.

Portal Users must use portals only for their intended purpose, such as viewing documents, reporting repairs, making payments or responding to requests, and must not attempt to access information about other occupiers or properties.

Suppliers and contractors using supplier workspaces must keep their profiles, qualifications, registrations and insurance details accurate and up to date, must not submit false quotes, invoices or completion evidence, and must not use customer or occupier contact details obtained through the Service for any purpose other than the job concerned.

Members of our Partner Programme must also comply with the marketing rules in the Partner Programme Terms.

If you become aware of any breach of this Policy, including content or behaviour you think is unlawful, discriminatory, abusive or a security risk, please report it to info@blackwellen.com. Please include as much information as you can, such as what happened, when, the Workspace or user concerned (if known) and any screenshots, and say whether you are a customer, a portal user or a member of the public.

We will acknowledge reports and review them promptly. We may not be able to tell you what action we have taken, because of confidentiality and data protection obligations to others. Where a report concerns a Customer's own dealings with its tenants or occupiers, we may refer you to that Customer, as it is responsible for its own conduct and acts as controller of the data in its Workspace.

If you are a tenant or occupier with a concern about how your landlord or agent is treating you, you may also wish to contact your local council, the relevant redress scheme or Citizens Advice. If you are concerned about how your personal data is being handled, you can contact the controller (usually your landlord or agent), and you have the right to complain to the Information Commissioner's Office at ico.org.uk.

We do not tolerate retaliation against anyone who makes a report in good faith.

We may investigate any suspected breach of this Policy. When we act, we respond proportionately, taking into account the seriousness of the breach, the risk of harm to others, whether it was deliberate and whether it has happened before. Our responses generally follow this ladder, although we may move directly to a later step where the circumstances justify it:

1. Notice and guidance: we contact you, explain the issue and ask you to put it right within a reasonable time.
2. Formal warning: a written warning that further breaches may lead to restrictions.
3. Content or feature restriction: we remove or disable access to specific content, pause messages or automations, revoke API credentials or restrict particular features.
4. Suspension: we suspend access for the relevant user, portal or Workspace under section 17 (Suspension) of the Terms of Service.
5. Termination: we terminate the relevant account or the Customer's agreement for material breach under section 18 (Term and termination) of the Terms.

We may take immediate action without prior notice where we reasonably believe it is necessary to prevent serious harm to any person, to protect the security or integrity of the Service, or to comply with the law. We will tell you what we have done and why as soon as practicable, unless the law prevents us from doing so.

Where we are required to do so by law, or where we reasonably believe a crime has been committed or there is a risk to someone's safety, we may report matters to and cooperate with the police, regulators, local authorities or other competent bodies, and disclose information to them in accordance with data protection law.

If you believe we have taken action in error, you can ask us to review the decision by emailing info@blackwellen.com within 30 days. We will reconsider the decision and tell you the outcome. You may also use our Complaints Procedure.

This Policy is incorporated into our Terms of Service. A breach of this Policy by a Customer, or by any Authorised User or Portal User for whom the Customer is responsible under the Terms, is a breach of the Terms. Nothing in this Policy limits any other right or remedy we have under the Terms or at law, and nothing in it affects any statutory rights you have as a consumer.

Taking enforcement action is at our discretion. We are not obliged to monitor the Service or to act on every breach, and we do not accept responsibility for content or conduct of users that we do not control. Customers remain responsible for their own legal obligations, as described in section 8 of the Terms.

We may update this Policy from time to time to reflect changes in the law, in the Service or in the risks we see. We will give Customers reasonable notice of material changes in line with section 25 (Changes to these Terms) of the Terms. The version number and effective date at the top of this page show when it was last updated.

Additional terms for marketplace payments made through Stripe are in Acceptable Use and Prohibited Services (marketplace update): marketplace payments.