Acceptable Use Policy
Last updated: 14 May 2026
Trustnest connects vulnerable older adults and their families with professionals. We expect everyone using the platform to act with integrity, courtesy and care.
1. You must NOT
- Submit false, misleading, fraudulent or impersonating information.
- Pose as a qualified professional you are not, or work outside the qualifications, insurance or licences you hold.
- Harass, threaten, abuse, defame or discriminate against any other user, including on the grounds of age, disability, race, religion, sex, sexual orientation, or gender identity.
- Solicit payment off-platform to circumvent fees or vetting.
- Post or send sexually explicit, hateful, violent or otherwise unlawful content.
- Submit reviews you did not personally experience, or trade reviews for incentives.
- Scrape, reverse-engineer, or use the Service to train AI models without permission.
- Upload malware, viruses or attempt to breach our security or another user's account.
- Use the Service to send unsolicited marketing or spam.
- Collect personal data of other users for any purpose other than performing the job you've been engaged for.
2. Pros — additional standards
- Hold and maintain valid public liability insurance for the work you offer.
- Disclose any regulatory registrations honestly (Gas Safe, NICEIC, CQC, etc.).
- Quote fairly. No bait-and-switch pricing.
- Treat customers — particularly vulnerable customers — with patience, dignity and respect. Safeguarding concerns must be raised promptly.
- Carry out work to the standards required by UK law and good trade practice.
3. Reporting
If you see a profile, message, review or quote that breaches this policy, use the Report button or email trust@trustnest.co.uk. For urgent safety concerns, contact the police on 999 or Adult Social Services.
4. Enforcement
Breach of this policy may result in content removal, loss of "Verified" status, account suspension or permanent ban. We may also report serious issues to the relevant authority.
5. Appeals
If you believe enforcement action against you was wrong, email appeals@trustnest.co.uk within 30 days with your account details and a brief explanation. We aim to respond within 14 days.