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Acceptable Use Policy — Padlife

Version aup-2026-09-23 · Part of the Terms of Service

Padlife, part of the Svello ecosystem, connects the people who live in and run a building — residents, owners, security teams and managers. It only works if everyone is honest and safe. This policy says what is not allowed, how we enforce it, and how to report or appeal.

1. Never allowed

  • Fraud and scams — fake identities, asking neighbours for money or deposits under false pretences, phishing, impersonating a manager, security officer or Padlife staff.
  • Harassment, threats, stalking or abuse — including repeated unwanted contact, doxxing, threats to neighbours or staff.
  • Hate — content attacking people because of race, religion, nationality, sex, sexual orientation, disability or age.
  • Illegal content — child sexual abuse material, terrorist content, intimate images shared without consent, incitement to violence, sale of illegal goods (drugs, weapons) on the borrow board or in messages.
  • Privacy violations — posting other people's photos, licence plates, unit numbers, phone numbers or private information without their consent; sharing visitor, parcel, access or incident data outside the building's security team.
  • Defamation and false statements — reviews or posts that make false claims about a person or business. In Qatar and the UAE, insult, defamation, publishing false news and sharing someone's image without consent are criminal offences.
  • Fake or incentivised reviews of your building or its services.
  • Misuse of safety tools — false SOS alerts, false incident reports.
  • Technical abuse — scraping, automated access, reverse engineering, probing security, sharing accounts, circumventing bans.
  • Spam and unsolicited marketing — bulk messages or selling to neighbours who did not ask.

2. Expected

Use your real name; post only what you have the right to share; keep it relevant to your building and community; treat staff and neighbours with respect; report problems instead of retaliating.

3. How we enforce

Step What happens
Report Tap Report on any post, comment, message, review or profile, choose a reason, add details. Reports are confidential. You can also block another resident.
Review Svello's Trust & Safety team and your building's manager review. Targets: threats, child-safety and terrorism content within 4 hours; fraud, harassment and hate within 24 hours; everything else within 72 hours.
Action Remove content · warning · suspension (7 or 30 days) · permanent ban · report to police or regulators where the law requires. You are told the outcome and the reason unless the law prevents it.
Appeal Within 14 days from Settings → Privacy & legal or [[safety@svello.co.uk]]; a different reviewer decides within 14 days.
Records We keep moderation records to meet our online-safety duties in each country we operate in, and publish an annual summary of reports and actions.

4. Safety tips

Never send money to a neighbour or "manager" on the strength of a message — pay rent and charges only in the app's payment screens · Keep conversations in the app so they can be reviewed if something goes wrong · Don't share door PINs or QR codes · For emergencies call 999 (Qatar), 999 / 112 (UAE) or 999 (UK) — SOS alerts building security only.