Acceptable Use Policy
WAVEE – ACCEPTABLE USE POLICY (AUP)
Effective Date: 1 March 2025
This Acceptable Use Policy (“Policy”) governs the use of all services, software, and platforms operated by Wave Ai Ltd (“Wavee”, “we”, “us”, or “our”), including:
The Wavee Resident App
The Wavee Concierge & Building Portal
The Wavee Business Portal
The Wavee Pets App
All associated messaging, booking, transaction, and community features
(together, the “Platform”)
This Policy applies to all users, including residents, concierge staff, building operators, business users, pet owners, service providers, and any other authorised users.
This Policy must be read together with the:
Terms of Service
Privacy Policy
Cookie Policy
End User Licence Agreement (EULA)
Data Retention Policy
Refund & Cancellation Policy
Business Portal Terms
By using the Platform, you agree to comply with this Policy.
1. Purpose of This Policy
This Policy exists to:
Keep the Platform safe, lawful, and professional
Protect residents, buildings, and businesses
Prevent misuse, abuse, fraud, and harm
Maintain trust across the Wavee ecosystem
2. General User Obligations
All users must:
Use the Platform lawfully and honestly
Provide accurate and truthful information
Respect the rights, safety, and privacy of others
Keep login credentials confidential
Follow all applicable laws, including data protection, consumer protection, advertising laws, and applicable privacy legislation including UK and Australian privacy law where relevant
Comply with all Wavee policies and contractual terms
3. Prohibited Activities (All Users)
You must not use the Platform to:
3.1 Illegal & Unlawful Activity
Violate any local, national, or international law
Commit fraud, theft, or deception
Promote or facilitate criminal activity
Trade in illegal or prohibited goods or services
3.2 Harmful Conduct
Harass, threaten, stalk, bully, intimidate, or abuse any person
Engage in hate speech, discrimination, or incitement to violence
Target individuals or groups based on protected characteristics
Encourage self-harm, violence, or dangerous behaviour
3.3 Platform Abuse & Security Breaches
Attempt unauthorised access to accounts, buildings, or systems
Share, sell, or misuse login credentials
Bypass security, authentication, or verification systems
Introduce malware, viruses, bots, scripts, or automated tools
Reverse-engineer, scrape, probe, or attack the Platform
3.4 Data Misuse & Privacy Violations
Collect, store, or distribute personal data without lawful basis
Share private resident, staff, or business information without consent
Publish identity documents, financial data, medical data, or access codes
Engage in unauthorised surveillance or monitoring
3.5 Content Violations
You must not post, upload, or distribute content that is:
Defamatory, misleading, or false
Obscene, pornographic, sexually explicit, or exploitative
Violent, graphic, or disturbing
Infringing intellectual property or copyright
Designed to impersonate another person or entity
4. Business Portal & Commercial Use Rules
Businesses using the Platform must not:
Misrepresent products, prices, availability, or licensing
Engage in deceptive advertising or fake promotions
Create fake reviews, ratings, or endorsements
Misuse resident data for off-platform marketing without consent
Circumvent Platform transaction systems to avoid fees
Offer unsafe, illegal, or unregulated services
All business conduct remains fully governed by the Wavee Business Portal Terms.
5. Transactions, Bookings & Payments Abuse
Users must not:
Initiate fraudulent disputes or chargebacks
Abuse refund or cancellation systems
Provide false claims regarding orders, deliveries, or bookings
Coerce or threaten businesses regarding refunds
Attempt payment manipulation, evasion, or abuse
All transaction disputes are governed by the Refund & Cancellation Policy and Business Portal Terms.
6. Concierge & Building-Specific Use Rules
Concierge teams and building operators must not:
Abuse resident data or building records
Use the Platform for personal or unrelated commercial purposes
Publicly shame or expose residents through announcements
Grant unauthorised access to staff or third parties
Retain access after contractual termination
Buildings remain solely responsible for internal staff governance.
7. Wavee Pets-Specific Prohibited Conduct
Users of Wavee Pets must not:
Promote animal cruelty, abuse, or exploitation
Promote unethical breeding practices
Share dangerous or unverified veterinary or medical advice
Misrepresent qualifications as a pet professional
Harass or shame other pet owners or service providers
8. Messaging, Forums & Community Spaces
You must not:
Spam or flood threads or inboxes
Use automated messaging systems
Post repetitive commercial messages without permission
Engage in coordinated harassment campaigns
9. Enforcement & Consequences
Violations of this Policy may result in:
Content removal
Temporary account suspension
Permanent account termination
Transaction restrictions
Business Portal removal
Legal action where appropriate
Referral to law enforcement where legally required
Enforcement decisions are made at Wavee’s sole discretion.
10. Reporting Violations
To report violations of this Policy:
Email: abuse@wavee.ai
Reports should include:
Description of the issue
Usernames or business names involved
Screenshots or evidence where available
All reports are handled confidentially.
11. Appeals
Users may appeal enforcement actions by contacting:
Appeals do not guarantee reinstatement.
12. No Tolerance Areas
Wavee operates a zero-tolerance approach for:
Child exploitation
Terrorism-related content
Severe threats of violence
System hacking or cyberattacks
Large-scale fraud
Such violations may be reported directly to authorities where required by applicable law, including relevant UK or Australian authorities where applicable.
13. Changes to This Policy
We may update this Policy to reflect:
Legal changes
Platform feature updates
Security enhancements
The “Last Updated” date will reflect the current version.
14. Contact
For Policy questions or clarifications:
support@wavee.ai
legal@wavee.ai