Acceptable Use Policy

Last updated: 8 October 2026

1. About this policy

This policy sets out the standards for using Vonder’s website at https://www.vondereurope.com/, its enquiry, application and booking forms, and any related Vonder platforms, applications and resident services (together, the “Services”). It applies to all users, including visitors, registered users, tenants and residents.

Please read this policy alongside our Terms of Use, Privacy Policy and Cookies Policy, and any separate terms applicable to the service you use.

This policy applies whenever you use the Services or submit information through them. It forms part of our Terms of Use.

This policy does not replace a booking, accommodation or tenancy agreement or limit your statutory rights. Use of any third-party platform to which we direct you, for example for payments or maintenance reporting, is also subject to the rules applicable to that platform.

2. Who we are and how to contact us

The Services are provided by the relevant entity within the Vonder Group, as listed in our Terms of Use or identified in the agreement for the service concerned. Vonder UK Limited is registered in England and Wales under company number 11623330, with its registered office at 61 Welbeck Street, London, United Kingdom, W1G 9XD.

References to “Vonder”, “we”, “us” and “our” mean the relevant Vonder Group entity.

For questions, reports, requests for review or general enquiries, contact webadmin@vondereurope.com.

3. Permitted use

You may use the Services only for lawful purposes.

You must:

  • Provide information that is accurate and truthful to the best of your knowledge and belief.
  • Comply with applicable laws and regulations.
  • Respect other people’s rights, privacy and property.
  • Avoid disrupting the Services or preventing others from using them.

Nothing in this policy prevents a genuine complaint, an honestly held opinion or the exercise of legal rights.

4. Prohibited activities

You must not use the Services to:

  • Breach applicable local, national or international law.
  • Commit fraud, identity theft or deception.
  • Impersonate another person or misrepresent your authority to act for them.
  • Exploit, harm or attempt to harm another person.
  • Threaten, harass, abuse or unlawfully discriminate against anyone, including other users, residents, staff or contractors.
  • Promote violence or unlawful activity.
  • Send spam, unsolicited promotions or deliberately false enquiries.
  • Knowingly submit false, fraudulent or materially misleading information in connection with an enquiry, application, booking or tenancy.
  • Engage in phishing, credential theft or other activity designed to obtain passwords, security credentials or confidential information without authority.
  • Use another person’s credentials, account details or identity without lawful authority.

5. Content and information you submit

These standards apply to information and content you submit, upload, post, share or transmit through the Services, including messages, documents, images and other contributions.

Your submissions must be lawful. Statements presented as fact must, to the best of your knowledge and belief, be accurate, and opinions must be genuinely held.

You must not submit material that is defamatory, threatening, abusive, harassing, discriminatory or materially misleading, that promotes violence, hatred or unlawful activity, or that infringes copyright, trade marks, confidentiality or privacy rights.

You must have the rights and permissions needed to share any documents or other materials. You must not disclose another person’s personal data without a lawful basis or appropriate authority. Please do not submit special category, financial, identity or other sensitive information unless it is reasonably necessary for the enquiry, application or booking or we have asked you to provide it through an appropriate channel.

Any intellectual property rights relating to materials you submit are dealt with in our Terms of Use. Personal data contained in submissions is processed in accordance with our Privacy Policy.

Private submissions, such as documents accompanying an enquiry, application or booking, are not treated as content for public display. Where you choose to publish content in a public area, it will be visible to its intended audience. We may review content when concerns are raised or where necessary to meet our legal obligations, but we do not undertake to review every contribution before it appears.

6. Security and automated access

You must not:

  • Introduce malware or harmful code.
  • Attempt unauthorised access to systems, accounts, networks or data.
  • Bypass security or authentication controls.
  • Interfere with the operation of the Services or their supporting infrastructure.
  • Carry out denial-of-service attacks.
  • Use automated tools to overwhelm enquiry, application or booking forms.
  • Help others carry out prohibited activities.

Except where applicable law confers a right that cannot lawfully be restricted by contract, you must obtain our prior written permission before using bots, scrapers, crawlers or other automated tools to extract content or submit information to the Services.

You must not carry out vulnerability scanning, penetration testing, security testing or attempted exploitation without our prior written authorisation or otherwise in accordance with a vulnerability disclosure programme expressly published by us.

Responsibly reporting a suspected security vulnerability in accordance with this policy does not, by itself, constitute a breach of this policy.

7. Accommodation and resident services

Where you use our accommodation or resident services, you must not:

  • Misuse key fobs, digital entry systems or other access credentials.
  • Tamper or interfere with security systems, including CCTV.
  • Use the Services to harass staff, contractors or other residents.
  • Provide false or materially misleading information in connection with a booking or tenancy.
  • Use the Services in a way that unreasonably interferes with other residents’ quiet enjoyment of their homes.

These requirements operate alongside your booking, accommodation or tenancy agreement and applicable law.

8. Reporting concerns

Please report suspected misuse, unlawful content or security concerns to webadmin@vondereurope.com.

Include:

  • The relevant page, form, feature or account.
  • A description of the issue.
  • Why you believe it breaches this policy or applicable law.
  • Any supporting information.

Avoid including unnecessary personal data or attempting to exploit a suspected vulnerability.

You must not knowingly make a false, fraudulent, malicious or abusive report. A report made honestly or on reasonable grounds will not breach this policy merely because the concern is not substantiated or we decide not to take action.

Complaints concerning our use of personal data, or requests to exercise data protection rights, should be made to our Data Protection Officer at DPO@vondereurope.com, as set out in our Privacy Policy, and will be dealt with under our data protection complaints procedure.

We will assess reports without undue delay and act fairly and proportionately, taking account of applicable law and the rights of those involved.

9. Enforcement and review

If we reasonably determine that this policy has been breached, we may:

  • Issue a warning.
  • Remove content or restrict its visibility.
  • Restrict access to the website, an account, a form or a relevant feature, temporarily or, for serious or repeated breaches, permanently.
  • Reject, block, quarantine or delete submissions or files where reasonably necessary and lawful.
  • Report suspected unlawful conduct to the appropriate authorities.

Our response will reflect the seriousness, frequency and impact of the breach. We may act immediately where needed to address harm, a security risk or a legal requirement. Where appropriate and lawful, we will explain the action taken.

If you believe a decision is mistaken, contact webadmin@vondereurope.com with the details and your reasons for seeking a review. We will reconsider it fairly and explain the outcome without undue delay.

Restrictions under this policy do not, by themselves, terminate a tenancy, prevent lawful access to a home or remove rights to essential contractual services. Any action affecting those matters must comply with the relevant agreement and applicable law.

Where access to an online service is restricted, we will, where reasonably practicable and required by law or contract, maintain an appropriate alternative means by which an existing resident can report urgent repairs, raise a complaint or exercise statutory or contractual rights.

10. Accessibility

If you have difficulty accessing this policy, using the Services or communicating with us because of a disability, please contact us so that we can consider a reasonable alternative method of communication or other appropriate adjustment.

11. Use of AI

If you use an automated or AI-assisted tool to prepare a submission, you remain responsible for ensuring that the information submitted is accurate, lawful and does not infringe third-party rights.

12. Changes to this policy

We may update this policy as the Services or legal requirements change. The current version will appear on this page with an updated date, and we will provide additional notice where required.

Changes do not, by themselves, amend an existing booking, accommodation, tenancy or other separate agreement.