Community Guidelines

§ 01The Core Idea

Vialo exists to help real neighbours buy, sell, and give within walking distance of home. Every interaction is between real people in real places. The rule that runs underneath everything else is simple: treat your neighbour as you would in person.

These guidelines are not a wall of legal text. They are the things that, taken together, make Vialo feel like a kinder neighbourhood. If you are unsure whether something is allowed, ask yourself whether you would do it face-to-face on your own street.

§ 02What's Welcome

• Pre-loved items in honest condition
• Free giveaways and small acts of kindness
• Polite, patient, and friendly conversation
• Clear, accurate photos of what you are actually selling
• Constructive feedback through ratings
• Helping a new neighbour figure out how things work

§ 03Prohibited Items

Listings in any of the following categories will be removed automatically and may result in account action:

3.1 Weapons and dangerous goods

• Firearms, ammunition, or their replicas
• Knives over 3 inches and any blade restricted under the Offensive Weapons Act 2019
• Tasers, stun guns, and other electric weapons
• Pepper spray and CS gas

3.2 Controlled drugs and unlicensed medicine

• Any controlled substance under the Misuse of Drugs Act 1971
• Prescription medication
• Drug paraphernalia clearly intended for illegal use
• Unlicensed or unregulated supplements

3.3 Counterfeit goods

• Replicas claiming to be authentic
• Items described with terms such as "1:1 grade", "factory direct replica", or "super copy"
• Counterfeit currency, tickets, or official documents

3.4 Adult and sexual content

• Pornography or sexually explicit material in any form
• Sexual services or solicitation
• Adult toys and intimate apparel of a sexual nature

3.5 Child safety

Any content that sexualises, endangers, or exploits a minor is reported immediately to the Internet Watch Foundation (IWF) and the relevant UK authorities. There is no warning, no appeal at the platform level, and no second chance. This is the line we will never move.

3.6 Other prohibited items

• Recalled products listed under UK product safety recalls
• Unlicensed alcohol sales (an alcohol licence is required)
• Tobacco products sold to minors
• Stolen goods
• Live animals, with limited exceptions
• Anything else illegal under UK law

§ 04Prohibited Conduct

• Harassment, threats, discrimination, or hate speech
• Off-app payment requests once a transaction has begun in Vialo
• Asking for or sharing sensitive personal data outside the app — bank details, full home address before meet-up, copies of identity documents
• Creating multiple accounts to evade ratings, bans, or platform rules
• Spam, mass messaging, or commercial advertising
• Impersonating another person, business, or Vialo staff
• Manipulating ratings, reports, or community recognition
• Anything that breaks UK law

§ 05Moderation

Listings and chat messages are user-generated. To keep the neighbourhood safe, we run several layers of moderation in the background.

5.1 Before a listing is public

Every photograph and every listing is automatically scanned by Hive AI before it appears to other users. Our system checks for prohibited items, counterfeit signals, and unsafe content. Most listings pass through in seconds. Borderline cases are held for human review. See our Privacy Policy § 14 for details on third-party AI services we use.

5.2 In chat

Chat messages are scanned for safety patterns — scam attempts, requests for off-app payment, grooming behaviour, or threats. We do not read your conversations for marketing, and we never share their content with anyone outside of safety review.

5.3 Reports from neighbours

You can report any listing, profile, or message by tapping the Report button. Your report is anonymous to the user you are reporting. We aim to act within 24 hours, sooner for serious cases.

§ 06Five Tiers of Sanction

When something violates these guidelines, the response is proportionate to the harm.

1. Warning — for most first violations. A clear note explaining what went wrong and how to put it right.
2. Listing removal — for any prohibited item, with a notification to the seller.
3. Temporary suspension — for repeat or moderate violations. Account access is paused for a defined period.
4. Permanent ban — for severe or repeated violations. The account is closed and may not be replaced.
5. Law enforcement referral — for illegal content. Child safety material goes to the IWF; weapons and drug offences go to the Metropolitan Police.

§ 07Appeals

If you believe a moderation decision was wrong, you have 28 days to appeal. Email support@vialo.uk with your account or listing ID and a short explanation. A human reviewer who was not involved in the original decision will look at your case.

Appeals do not apply to decisions involving child safety content, terrorism, or other illegal material referred to law enforcement.

§ 08Real People, Real Places

Vialo is built on the idea that neighbours can trust each other when they meet on their own street. A few principles flow from this.

• Be honest about what you are selling. Photographs should match the item. Condition should match reality.
• Be kind in messages. Patience and warmth go further than haste.
• Meet in safe, public places when you can. A café, a doorstep, a busy street.
• Look out for newer neighbours. Everyone was a Newcomer once.

§ 09Reporting Safely

If you witness or experience something serious — threats, exploitation, or any conduct that could harm someone — please report it inside the app, or email safety@vialo.uk. In an emergency, call 999 first.

§ 10Changes to These Guidelines

We may update these Guidelines from time to time as the community grows and as UK law evolves. Material changes will be communicated via in-app notification, email, or by updating the "Last updated" date above. Continued use of Vialo after changes take effect means you accept the updated Guidelines.

§ 11Contact

Thank you for being part of Vialo. The neighbourhood is kinder because you are in it.