Acceptable use policy

The short version

WebNoms is built for genuine UK trades businesses. Use it to promote real services you’re qualified to provide, to honest customers, with truthful information. Don’t use it to deceive, harm, or break the law.

What you mustn’t do

You agree not to use WebNoms to publish, send, generate, or do any of the following:

• Anything illegal under UK law.
• Misrepresent your qualifications, accreditations, registrations or insurance status. If your site claims a Gas Safe number, an electrical-competent-person scheme, a Trustpilot rating or anything similar, the claim must be true and current.
• Pass off someone else’s work, photos, reviews or branding as your own. Only upload material you own or have permission to use.
• Publish fake or misleading customer reviews, or pressure customers to leave a review they didn’t actually want to leave.
• Use your site to publish content that is defamatory, harassing, hateful, or targeted at a specific individual.
• Distribute malware, scrape data, send spam, or use the service to attack other systems.
• Resell, sublet or redistribute the WebNoms service itself (for example, building your own agency on top of our hosting without telling us).
• Attempt to bypass authentication, rate limits, billing, or any technical control we have in place.

Outbound messaging to your customers

Several features send messages on your behalf to your customers (auto-reply emails, quote-chase emails, invoice reminders, review requests by SMS or email, customer SMS booking reminders, AI receptionist call handling, and ad-hoc messages you compose). You agree to use these only in compliance with the Privacy and Electronic Communications Regulations (PECR), UK GDPR and any other relevant rule.

Specifically, you agree:

• You will only message people who have a lawful basis for receiving messages from you (typically: they contacted you about a job, or they’ve given you their consent). Sole traders and most partnerships count as “individuals” under PECR and need at least soft opt-in for marketing-style messages.
• You will not use the service to send unsolicited marketing to people who didn’t ask for it, including cold SMS to numbers you scraped from elsewhere.
• You will honour opt-out requests promptly, and you will not re-add a customer who has opted out.
• You will not impersonate another business, person or public body in any outbound message.
• You will not use the AI receptionist or chat features to harvest data from callers or website visitors beyond what they freely volunteered for the purpose of the enquiry.

We may block or pause your outbound messaging if we receive credible complaints of abuse, regulator notices, or sending patterns that suggest the account is compromised.

AI features

Several parts of the service use AI to draft text, documents, voice transcripts and images on your behalf. You agree:

• You will review every AI-generated output before sending it to a customer or filing it as a compliance document. You are responsible for the final content.
• You will not attempt to bypass, jailbreak, or trick the AI into producing illegal, harmful, deceptive or otherwise prohibited content.
• You will not use the service to generate content that infringes someone else’s intellectual property, that imitates a real person in a way that would mislead, or that breaches the AI provider’s own usage policies.
• You will not feed the AI features personal data of third parties that you don’t have a lawful basis to process (for example, you can paste a customer’s enquiry to draft a reply, but don’t bulk-upload unrelated third-party data hoping for an output).
• You acknowledge that AI drafted compliance documents (RAMS, COSHH, permits to work, risk assessments and similar) are starting points only. Using them unchanged in a real-world situation where a competent person’s sign-off is required is your responsibility, not ours.

Customer payments

When your customers pay you through the platform (Stripe Connect for card, PayPal Orders for PayPal, bank transfer self-reported and confirmed by you):

• You agree to keep your connected Stripe or PayPal account in good standing and to comply with each processor’s own acceptable use terms.
• You will not accept payments for services you haven’t agreed to provide, or for work outside your competence or qualifications.
• You will handle chargebacks and refund requests honestly, in line with the Consumer Rights Act 2015 and any other consumer-protection rule that applies.
• You will not use the platform to launder funds, accept payments on behalf of third parties, or otherwise misuse the payment plumbing.

VAT and tax submissions

The service offers tools to submit Making Tax Digital VAT returns to HMRC and to apply CIS labour-only deductions on invoices. You agree:

• You will only submit figures to HMRC that are accurate to the best of your knowledge.
• You will not use the CIS deduction tool to misclassify labour versus materials to under-pay CIS, or to over-deduct in a way that disadvantages a sub-contractor.
• You acknowledge that the service is a calculator and transport. The final tax treatment is your responsibility (or your accountant’s).

Credit balance and referrals

Pay-as-you-go credit top-ups and referral rewards are subject to honest use:

• Top-ups paid for with stolen, fraudulent or chargeback-prone payment methods will be reversed and the account may be suspended.
• The referral programme is for genuine new tradesman customers. We block self-referrals (same business name, VAT number, phone, address or email domain) and we may withhold or reverse rewards on any referral we reasonably believe is fraudulent.
• Reselling credit balance, transferring it between unrelated accounts, or using credit-balance services to send messages to people who haven’t consented all breach this policy.

Quote-form and chat-support abuse

The contact form on your site is a real channel to real customers. Don’t use your own form to send junk to yourself or to anyone else. Don’t scrape inbound enquiries to build a marketing list, they’re for quoting the job, not for cold-emailing later.

The in-dashboard chat support is here to help with real product questions. Don’t spam it, don’t use it to probe the model for prompts or training data, and don’t use it to ask for things outside the service’s scope (legal advice, accountancy advice, anything we’d normally refer to a qualified person).

Reporting a problem

If you think a WebNoms site or account is breaching this policy (for example, a fake business, a misleading qualification claim, stolen photos, unsolicited SMS, or AI-generated content used to deceive customers), email abuse@webnoms.com with the URL or account reference and a brief description. We investigate every report.

Consequences of breach

If we believe you’re breaching this policy we may, depending on severity:

• Ask you to remove or change specific content.
• Suspend a specific feature (for example, outbound SMS or AI tools) while we investigate.
• Suspend your site temporarily while we investigate.
• Close your account and take the site offline.
• Reverse credit balance top-ups or referral rewards obtained in breach.
• Report serious matters to the relevant authorities (ICO, HMRC, payment processor, police).

Where reasonable, we’ll let you know what we believe the issue is and give you a chance to put it right before we close the account. Repeated or deliberate breaches usually mean we don’t.

Changes to this policy

We may update this policy from time to time. If a change materially affects you, we’ll let you know by email.

Contact

Questions? Email abuse@webnoms.com.