This Acceptable Use Policy (“AUP”) sets out the rules governing use of Villario by Guests and Hosts alike. It supplements and is incorporated into our Terms of Service and, for Hosts, our Host Agreement. Capitalised terms not defined here have the meanings given in those documents.

1. Prohibited listings (Hosts)

You must not publish a Listing that:

• Misrepresents the Property — its location, photos, amenities, capacity, or condition;

• Advertises a Property you do not have the legal right to let, or that lacks a short-term-letting licence, planning permission, or registration required in its jurisdiction;

• Discriminates in who may book, or in the terms offered, based on race, ethnicity, religion, gender, sexual orientation, disability, or other protected characteristic;

• Duplicates another active Listing for the same physical Property to manipulate search visibility;

• Hides mandatory charges from the advertised nightly price — mandatory fees must be configured as required add-ons or taxes, not added only after Booking;

• Advertises a Property that is unsafe, lacks basic habitability, or that you do not intend to actually honour Bookings for.

2. Prohibited conduct (everyone)

You must not use Villario to:

• Harass, threaten, or discriminate against another user, including refusing or cancelling a Booking based on a protected characteristic;

• Solicit or agree to payment, or a Booking, outside of Villario in order to avoid the Service Fee — this includes asking a counterparty to complete a “test” Booking on Villario and pay the balance separately;

• Post a fake review, a review for a stay that didn't happen, or offer/accept compensation in exchange for a review or its removal;

• Install or use recording or surveillance devices (cameras, microphones) in bathrooms, bedrooms, or other private guest spaces of a listed Property;

• Exceed a Property's stated guest or infant capacity, or use a Booking made for personal stay to run an unauthorised event, party, or sublet;

• Submit a fraudulent damage-deposit claim, or dispute a legitimate one in bad faith;

• Attempt to gain unauthorised access to another user's account, Booking, or messages;

• Use automated tools to scrape Listing data, pricing, or availability at a rate that degrades the Service for other users;

• Impersonate Villario, Cyridium Ltd, or another user;

• Upload malicious files (e.g. disguised as a Listing photo or identity-document scan) or attempt to exploit the Service's infrastructure.

Conduct in breach of this Section that a Host raises through our dispute resolution process may result in a formal violation record against your account — see Section 6.

3. Messaging conduct

Booking-related messages and pre-booking enquiries must relate to the stay. Do not use messaging to send unsolicited marketing, to request identity documents directly (identity collection, where legally required, is always handled through Villario's own secure one-time link — never by message), or to pressure a counterparty into an off-platform arrangement prohibited by Section 2.

4. Account security

• You are responsible for keeping your login credentials confidential.

• Notify us immediately at support@villario.co.uk if you suspect unauthorised access to your account.

• A Host who delegates property management to another user must only grant the permissions that user actually needs.

5. Reporting violations

If you believe a Listing, review, message, or Booking violates this AUP, report it to support@villario.co.uk with the relevant Listing or Booking reference. We investigate all credible reports promptly.

6. Enforcement

Where we determine, in our reasonable discretion, that this AUP has been violated, we may take any of the following actions, with or without prior notice depending on severity:

• Issue a formal warning;

• Remove or hide the offending Listing, review, or message;

• Cancel an affected Booking and process an appropriate refund;

• Suspend or terminate the offending account;

• Report the violation to relevant law enforcement or regulatory authorities;

• Take legal action to recover damages or obtain injunctive relief.

• Record a formal violation against a Guest's account, where a Host's complaint about that Guest is escalated through our dispute resolution process and a Villario reviewer determines, as an explicit decision separate from any refund or deposit outcome of that dispute, that a breach of Section 2 occurred.

We will try to give reasonable notice and an opportunity to remedy a breach where doing so does not put other users or our systems at risk. Action taken in response to illegal content, safety risks, or active abuse of our infrastructure may be immediate and without prior notice.

Guest violation records. A violation recorded under this Section is made by a human reviewer, never automatically, and never solely because a dispute was resolved in the Host's favour — a Guest can receive a full refund and still have no violation recorded, or vice versa. It does not by itself cancel, block, or restrict any Booking; it is a record a Host can see when reviewing that Guest's future Booking requests. We do not use violation counts or severity to automatically block Guests from booking. A Guest may appeal a violation record by emailing support@villario.co.uk with the Booking or dispute reference; an upheld appeal clears the record but does not delete it from our audit history.

7. Contact

Cyridium Ltd, trading as Villario
19 Brambles Crescent, Blythe Valley, Solihull, B90 8DJ
Abuse / Security reports: support@villario.co.uk
General enquiries: hello@villario.co.uk