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unKeep Acceptable Use Policy

Last updated: 25 June 2026

1. About this policy

1.1 What this is

This Acceptable Use Policy (the "Policy") sets out the rules for using unKeep. It tells you what you can and cannot do on the platform, what happens if you break the rules, and how to report a problem.

unKeep is operated by AllMumsTalk Limited (company number 08233578), registered office 5 Golden Mede, Waddesdon, England, HP18 0NG ("unKeep", "we", "us", "our"). In this Policy, "you" means anyone who uses unKeep, whether as a seller, a buyer, a Buyer Agent user, an Ultra Radius subscriber, or a visitor.

1.2 How unKeep works, in brief

unKeep is a collection-only second-hand marketplace for the UK. Sellers list items, our AI helps draft and price each listing, and the seller confirms it. Buyers reserve items and collect them in person, paying the seller directly in cash at collection. unKeep is not a party to the sale of any item. We provide the technology that connects buyers and sellers and charge for our own services (the Seller Agent subscription, the Buyer Agent, the Ultra Radius subscription, the Extra Listings add-on, and a per-reservation fee). We never handle, hold, or route the money for the goods.

Because handovers happen in person and money for goods changes hands in cash, behaviour on unKeep has real-world consequences for real people. These rules exist to keep the platform safe, honest, and lawful for everyone.

1.3 This Policy is part of your agreement with us

This Policy forms part of our Terms of Service and applies alongside our other policies. Words defined in the Terms of Service have the same meaning here. Please also read, where relevant to you:

  • the Buyer Terms and the Seller Terms;
  • the Prohibited and Restricted Items Policy (what you may and may not list or sell);
  • the Community and Safety Guidelines (how to meet safely in person, and how to report and block);
  • the Reservation Fee Policy (how the 1.00 GBP reservation fee works);
  • the Illegal Content and Takedown Policy (how we deal with illegal content and activity under the Online Safety Act 2023, including timeframes and accountability);
  • the Complaints and Dispute Resolution Policy (how to complain about a decision we make, and how disputes are handled);
  • the Privacy Policy (how we handle personal data); and
  • the Cookie Policy.

This Policy covers how you behave on unKeep. The Prohibited and Restricted Items Policy covers what you list. The Community and Safety Guidelines cover how you conduct in-person collections. Read all three together.

1.4 Plain-language summary (not a substitute for the full Policy)

In short: be honest, be lawful, be decent to other people, do not try to game the platform, and do not put anyone's safety or privacy at risk. The detail is below, and the detail is what governs.

2. Who this Policy applies to

This Policy applies to every user and to every interaction connected with unKeep, including:

  • creating and managing an account;
  • creating, editing, confirming, or removing listings;
  • reserving or collecting items;
  • making or responding to offers, including any offer note;
  • writing reviews or ratings;
  • attending an in-person collection arranged through unKeep; and
  • any related off-platform contact that began because of unKeep.

3. General standards of conduct

You must:

  1. use unKeep only for its intended purpose: listing, finding, reserving, and collecting genuine second-hand goods;
  2. give accurate information about yourself and about anything you list;
  3. comply with all laws that apply to you and to what you do on unKeep;
  4. treat other users, and our staff and moderators, with respect; and
  5. keep your account secure and not let anyone else use it.

You must not use unKeep in any way that is unlawful, fraudulent, dishonest, abusive, or that harms or could harm another person, another user, unKeep, or the integrity of the platform.

4. Prohibited behaviours

The following are not allowed. The list is not exhaustive: the fact that something is not specifically named here does not make it acceptable if it breaks the spirit of this Policy. We may treat conduct that is plainly contrary to the standards in section 3 as a breach even if it is not listed below.

4.1 Illegal activity

You must not:

  1. use unKeep to commit, assist, encourage, or plan any criminal offence;
  2. list, offer, advertise, request, or attempt to collect any item whose sale, possession, or transfer is unlawful, or that is banned or restricted under the Prohibited and Restricted Items Policy;
  3. handle, sell, or attempt to sell stolen goods, counterfeit goods, or goods you do not own or have no right to sell;
  4. sell or attempt to sell age-restricted items. Age-restricted items are banned at launch because age cannot be verified at an in-person handover. This includes, without limitation, alcohol, tobacco and vaping products, knives and other bladed articles, fireworks, solvents, and any item that may only lawfully be supplied to adults;
  5. launder money or use unKeep to disguise the origin of funds or goods; or
  6. use unKeep to facilitate any activity that would breach UK sanctions or export controls.

4.2 Harassment, abuse, and threats

You must not:

  1. harass, bully, intimidate, stalk, or threaten any person, on or off the platform, where the contact arose through unKeep;
  2. behave in an abusive, hateful, discriminatory, sexually harassing, or demeaning way;
  3. target anyone on the basis of a protected characteristic (including age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation);
  4. make any threat of violence, or incite or encourage violence or self-harm;
  5. share sexual content, or content that sexualises a child, in any form. Any content that may involve the sexual abuse or exploitation of a child will be removed and reported to the relevant authorities;
  6. contact another user after they have asked you to stop, or after they have blocked you, including by creating a new account to get around a block; or
  7. behave abusively, aggressively, or threateningly at an in-person collection. See the Community and Safety Guidelines.

4.3 Fraud, deception, and misrepresentation

You must not:

  1. misdescribe an item, conceal a known fault or defect, or list an item you do not have or do not intend to provide;
  2. impersonate any person, business, or organisation, or misrepresent your identity, your connection with any person, or your status (for example, posing as a private seller when you are trading, or as a trader when you are not);
  3. use false, stolen, or unauthorised payment details, or another person's card, for any reservation fee or subscription;
  4. attempt to obtain money, goods, or personal data from another user by deception (for example, "bait and switch", advance-fee tricks, or fake collection requests);
  5. manipulate AI-generated listing copy to make it materially misleading. Our AI helps draft and price a listing, and the copy is labelled as AI-assisted, but the seller confirms and is responsible for the accuracy, legality, ownership, genuineness, and safety of the item and its description; or
  6. engage in any practice that is an unfair commercial practice or a misleading or aggressive practice under the Digital Markets, Competition and Consumers Act 2024, including drip pricing or hidden charges.

4.4 Scraping, automated access, and technical abuse

You must not:

  1. access, scrape, harvest, copy, index, or download data from unKeep using any bot, crawler, spider, scraper, or other automated means, except a search engine acting within the limits we publish;
  2. extract or compile listings, prices, user details, locations, or any other content into a dataset or competing service;
  3. circumvent, disable, or interfere with any rate limit, access control, security feature, or technical measure;
  4. introduce or attempt to introduce any virus, malware, or harmful code, or otherwise attack, overload, or disrupt the platform or its infrastructure (for example, by denial-of-service);
  5. probe, scan, or test the vulnerability of any unKeep system, or breach or attempt to breach any security or authentication measure, except under a security-disclosure process we have published or agreed in writing;
  6. reverse engineer, decompile, or disassemble any part of the platform, except to the extent the law does not allow this to be restricted; or
  7. use, access, or maintain more than one account by automated means, or operate accounts in bulk.

4.5 Circumventing fees and off-platform avoidance

unKeep charges for its own services. Trying to avoid those charges undermines the platform. You must not:

  1. arrange, encourage, or steer a buyer or seller off the platform in order to avoid the reservation fee, the Seller Agent subscription, the Buyer Agent fee, the Ultra Radius subscription, the Extra Listings add-on, or any other charge;
  2. complete, outside unKeep, a transaction that was matched, reserved, or substantially arranged through unKeep, where the purpose or effect is to avoid our fees or our safety and reporting controls;
  3. post off-platform payment requests, links to other marketplaces, or "contact me directly to skip the fee" wording in listings or offer notes;
  4. solicit a user's contact details, or share your own, for the purpose of taking a deal off-platform to evade safety, reporting, or fee controls (see also section 4.8 on personal data); or
  5. misuse the reservation, listing, or offer features to advertise an off-platform sale.

To be clear: cash for the goods is always paid directly buyer to seller, in full, in person, at collection. The reservation fee is separate from the goods price and is never set against or deducted from it. That is how unKeep is designed to work and is not fee avoidance. What is prohibited is deliberately routing an unKeep-arranged deal around the platform to dodge our charges or our safety and reporting systems.

4.6 Fake accounts and identity abuse

You must not:

  1. create an account using false, borrowed, or stolen identity details;
  2. create or operate more than one account to evade limits, suspensions, or bans, to inflate reviews or reputation, or to manipulate matching;
  3. create or use multiple accounts (for example, multiple email addresses) to get more than the 10 free listings a calendar month, or otherwise circumvent the free monthly allowance. A free account can make offers and reserve within 15 miles of home and gets 10 listings per calendar month;
  4. create accounts on behalf of other people without their genuine authority;
  5. buy, sell, rent, share, or transfer an account; or
  6. allow anyone else to use your account, or use anyone else's.

4.7 Fake reviews, ratings, and reputation manipulation

Reviews must be genuine. Under the Digital Markets, Competition and Consumers Act 2024 it is unlawful to publish or commission fake or misleading consumer reviews. You must not:

  1. write, post, or commission a review or rating that is fake, paid-for, incentivised, or that you know to be false or misleading;
  2. write a review for a collection that did not happen, or for an item you did not actually buy or sell;
  3. offer or accept any benefit in exchange for a review, or for removing or changing a review;
  4. post reviews about yourself, your own listings, or a connected account, or coordinate with others to inflate or attack a rating; or
  5. use reviews or ratings to harass, threaten, blackmail, or extort another user.

4.8 Misuse of personal data, photos, and contact details

Other people's personal data, images, and contact information are not yours to take, keep, publish, or exploit. You must not:

  1. collect, store, copy, publish, or share another user's personal data beyond what you genuinely need to complete a specific collection arranged through unKeep;
  2. share, publish, or pass on another user's contact details, address, exact handover location, or any approximate-area or location information shown to you, to any third party, or use it for any purpose other than the agreed collection;
  3. use another person's photographs, listing images, or other content without their permission, or repost content that is not yours;
  4. photograph, film, or record another user at a collection without their consent, or share any such recording;
  5. attempt to identify, track, find the home address of, or "dox" another user;
  6. add another user to a marketing list, send them unsolicited marketing, or otherwise contact them for any purpose unrelated to the specific collection (this includes the requirements of UK GDPR, the Data Protection Act 2018, and PECR);
  7. attempt to defeat our location-privacy protections. Only an approximate area is shown before a reservation; after a reservation the matched buyer sees the street and postcode, and the exact address is revealed only from the start of the collection day. We strip EXIF and GPS data from photos on upload. You must not try to re-attach, reconstruct, or infer precise location data, or share the exact handover point with anyone other than as needed to complete your own collection; or
  8. use any personal data obtained through unKeep for spam, profiling, resale, or any commercial purpose of your own.

If you handle another user's personal data in a way that goes beyond completing your own collection, you may be acting as a data controller in your own right and may have your own legal obligations. unKeep is not responsible for what you choose to do with another user's data, and misuse is a breach of this Policy.

4.9 Content and listing abuse

You must not post, upload, or transmit any content that:

  1. is unlawful, defamatory, obscene, hateful, harassing, or threatening;
  2. infringes any intellectual property right, trade mark, or other right of any person;
  3. is spam, or is repetitive, bulk, or irrelevant posting;
  4. contains malware or links to harmful, deceptive, or fraudulent sites;
  5. is sexual content, or content harmful to children; or
  6. misuses the listing, title, description, or offer-note fields to advertise prohibited items, off-platform sales, or anything contrary to this Policy.

4.10 Interfering with safety and moderation

You must not:

  1. interfere with, obstruct, or retaliate against any user who reports content or conduct, or who blocks you;
  2. submit false, malicious, or bad-faith reports, or abuse the reporting tools to harass another user or to take down legitimate listings;
  3. attempt to evade a takedown, suspension, or ban (for example, by re-listing removed content or creating a new account); or
  4. encourage or help anyone else to do anything prohibited by this Policy.

5. Your responsibilities at in-person collections

Because unKeep is collection-only and items change hands in person, your conduct in the real world matters as much as your conduct online. You must follow the Community and Safety Guidelines, and in particular you must not:

  1. behave in a threatening, aggressive, intimidating, or unsafe way at a collection;
  2. attend a collection under a false identity, or send someone else without telling the other party;
  3. pressure, coerce, or deceive the other party at the handover; or
  4. attempt theft, robbery, or any other offence at or around a collection point.

Collection handover is confirmed by a QR code (the buyer shows it, the seller scans it). You must not forge, copy, share, or manipulate a QR code or the confirmation process to fake a completed or failed collection.

Goods are sold as seen. Buyers should inspect on collection. unKeep is not a party to the sale and there are no returns through the app. None of this changes a buyer's statutory rights against a seller who is a trader, where those rights apply.

6. Reporting a problem

We rely on users to tell us when something is wrong. unKeep is an in-scope user-to-user service under the Online Safety Act 2023 and operates a notice-and-takedown process. How we detect, review, and remove illegal content, the timeframes we work to, and who is accountable are set out in the Illegal Content and Takedown Policy. How to complain about a decision is set out in the Complaints and Dispute Resolution Policy.

6.1 How to report

  • Use the in-app "Report listing" and "Report seller" tools wherever you see them. This is the fastest route and gives us the context we need.
  • You can also block a seller from the same menu to stop further contact and hide their listings.
  • For anything you cannot report in the app, or for urgent safety concerns, email connect@unkeep.co.uk.

6.2 What to include

Where you can, tell us what happened, who or what is involved (for example a listing reference or username), when it happened, and anything that helps us understand the problem. Do not include more personal data than necessary.

6.3 Emergencies and crime

If you or anyone else is in immediate danger, contact the police on 999. To report a crime that is not an emergency, contact the police on 101. Reporting to unKeep is not a substitute for reporting a crime to the police. We will cooperate with law enforcement and may report unlawful content or conduct to the relevant authorities, including content that involves the sexual abuse or exploitation of a child.

6.4 What we do with reports

We review reports and may remove or restrict content, restrict or suspend accounts, or take other action under section 7. We aim to act quickly on reports of illegal content and on serious safety risks. We may contact you for more information, and we may tell the affected parties the outcome where it is appropriate to do so.

7. Consequences and enforcement

7.1 What we may do

If we reasonably believe you have broken this Policy, any other unKeep policy, the Terms of Service, or the law, or that action is needed to protect users or the platform, we may take one or more of the following steps, choosing what is proportionate to the seriousness of the breach:

  1. give you a warning;
  2. edit, hide, restrict, or remove a listing, review, or other content;
  3. cancel a reservation, or limit your use of reservations, the Buyer Agent, or other features;
  4. temporarily suspend your account or specific features;
  5. permanently restrict or close your account and ban you from unKeep;
  6. withhold, withdraw, or decline to provide a service;
  7. report you to the police or another authority, and cooperate with any investigation;
  8. take steps to recover losses we suffer because of your breach; and
  9. take any other action available to us in law or under the Terms of Service.

7.2 How we decide

We aim to be fair and proportionate. We will normally consider how serious the breach is, whether it was deliberate or repeated, the risk or harm to others, and your previous conduct. For the most serious breaches (for example, threats to safety, child sexual abuse material, fraud, or unlawful goods) we may suspend or close an account immediately and without prior warning.

7.3 Effect on fees, subscriptions, and reservation fees

  1. The reservation fee operates as set out in the Reservation Fee Policy. Enforcement action does not make a non-refundable reservation fee refundable, or the other way around. A buyer cancellation or no-show remains non-refundable under the no-show rules, and a seller-fault failure (for example, where a seller cancels, no-shows, delists, sells elsewhere, or closes their account) results in a refund of the reservation fee.
  2. If we suspend or close your account for a breach of this Policy, you remain responsible for any subscription charges properly due up to that point. We will deal with refunds in line with the Terms of Service and your statutory rights, including the cooling-off rights under the Consumer Contracts Regulations 2013 where they apply. We will not use account closure to avoid a refund you are lawfully owed.
  3. On a buyer no-show, the 1.00 reservation fee already charged when you reserve is non-refundable and is retained by unKeep for the reservation service we provided. The buyer also receives an automatic downvote to their rating. Nothing extra is charged, and unKeep does not move money between users.

7.4 Fairness and your statutory rights

Nothing in this Policy removes or limits your rights under the Consumer Rights Act 2015 or other consumer-protection law. We will not enforce this Policy in a way that is an unfair term or an unfair commercial practice. We will not impose any penalty for breach: enforcement is about removing harmful content and conduct and protecting users, not punishing you.

7.5 Appeals

If we take action against your account or content and you think we have got it wrong, you can appeal by contacting connect@unkeep.co.uk. Tell us what happened and why you think the decision should be changed. We will review the appeal and respond. Where the action concerns content under the Online Safety Act 2023, we will follow the appeals route in the Illegal Content and Takedown Policy. More generally, our Complaints and Dispute Resolution Policy explains how to escalate a complaint about a decision. Nothing in our appeals process takes away any legal right you have, including any right to complain to a regulator or to take the matter to court.

8. Reporting by us, and cooperation with authorities

We may preserve, review, and disclose content, account information, and other data where we reasonably believe it is necessary to comply with the law, to enforce this Policy, to respond to a lawful request, or to protect the safety, rights, or property of users, the public, or unKeep. Any such handling of personal data is governed by our Privacy Policy.

9. Changes to this Policy

We may update this Policy from time to time, for example to reflect changes in the law, in the platform, or in the risks we see. We will post the updated Policy and change the "Last updated" date. Where a change materially affects you, we will give you reasonable notice in line with the Terms of Service. Continuing to use unKeep after a change takes effect means you accept the updated Policy.

10. How this Policy fits with our other documents

If there is a conflict between this Policy and the Terms of Service, the Terms of Service take precedence, except where this Policy is more specific about acceptable conduct, in which case this Policy applies to that point. This Policy should be read together with the Prohibited and Restricted Items Policy, the Community and Safety Guidelines, the Reservation Fee Policy, the Illegal Content and Takedown Policy, the Complaints and Dispute Resolution Policy, the Buyer Terms, the Seller Terms, and the Privacy Policy.

11. Contact

Questions about this Policy, or reports that cannot be made in the app, can be sent to connect@unkeep.co.uk. Our registered details are AllMumsTalk Limited, company number 08233578, registered office 5 Golden Mede, Waddesdon, England, HP18 0NG. Our data-protection contact is connect@unkeep.co.uk.