Acceptable Use Policy

1. Expected standards

Use the website, app and company communications lawfully, honestly and respectfully. Provide accurate information and respect the rights, privacy, safety and property of others.

2. Prohibited activity

• fraud, impersonation, false reservations or payment abuse;
• malware, automated attacks, scraping, credential testing or security probing;
• circumventing access, payment, booking or technical restrictions;
• harassment, threats, discriminatory abuse or unlawful content;
• collecting or disclosing another person’s information without authority;
• misusing property access or security information; and
• using the services to facilitate an unlawful, dangerous or unauthorised activity.

3. Information you provide

You are responsible for ensuring that information, images and documents you provide are lawful, accurate and reasonably necessary. Do not send special-category, identity or payment information unless requested through an approved route.

4. Security reporting

Do not publicly disclose a suspected vulnerability or access information. Report it privately to twhillier@mac.com with enough detail to investigate, and do not exploit the issue.

5. Response to misuse

TWH Holdings Limited may preserve evidence, limit access, cancel or refuse a transaction where permitted, notify a payment provider, insurer or authority, and take other proportionate action to protect users, property and services.

6. Fair treatment

Decisions should be proportionate, evidence-based and reviewed where a user raises a credible challenge. Mandatory legal and consumer rights remain unaffected.

Contact and version control

This policy is reviewed when the service, law, technology or suppliers materially change. The date above identifies the current public edition.