Terms of Service

§ 01Agreement

These Terms of Service ("Terms") form a legally binding agreement between you ("you", "your") and VIA HOUSE LTD (Company number 16456480), the operator of the Vialo application and website ("Vialo", "the App", "we", "us", "our").

By creating an account, accessing, or using Vialo, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use Vialo.

§ 02Who We Are

§ 03Eligibility

You may use Vialo only if:

• You are at least 16 years old
• You have the legal capacity to enter into binding contracts in your jurisdiction
• You are not barred from using Vialo under the laws of the United Kingdom or any other applicable jurisdiction
• You agree to these Terms and our Privacy Policy

Vialo is designed for residents of London neighbourhoods. Use from outside the United Kingdom is permitted but certain features may be unavailable or inappropriate.

§ 04Your Account

4.1 Registration

To use most of Vialo's features, you must create an account. You agree to provide accurate, current, and complete information during registration and to update this information as needed.

4.2 Security

You are responsible for maintaining the security of your account credentials and for all activities that occur under your account. Notify us immediately at support@vialo.uk if you suspect unauthorised access.

4.3 One account per person

Each user may hold only one active account. Creating multiple accounts to circumvent ratings, bans, or platform rules is prohibited.

4.4 Account closure

You may close your account at any time via the Me tab or by contacting support@vialo.uk. We may suspend or terminate accounts that violate these Terms (see § 12).

§ 05Listings and Transactions

5.1 Your responsibility as a seller

When you list an item on Vialo, you confirm that:

• You legally own the item and have the right to sell it
• The item is accurately described, including its condition
• Photos are genuine and represent the actual item
• The item is not prohibited under § 06 or applicable law

5.2 Your responsibility as a buyer

When you contact a seller or agree to purchase, you confirm that:

• You have read the listing carefully and agree to the stated price and condition
• You will pay the seller directly, by cash or bank transfer, as agreed and in good faith
• You will treat sellers with respect and kindness, as you would a neighbour

5.3 Vialo's role

Vialo is a platform connecting buyers and sellers. We are not a party to any transaction and do not take possession of listed items. Transactions are entirely between the users involved. We do not guarantee the quality, safety, legality, or delivery of any item listed.

5.4 Payment between users

Vialo does not process payments or hold funds. Payment is arranged and settled directly between buyer and seller, by cash or bank transfer, typically at the meet-up. Vialo is not a party to any payment and does not charge listing fees or transaction fees.

Because payment is made directly between users, such transactions are at the users' own risk. We may introduce in-app payments and associated fees in the future; any such change will be made with advance notice under § 13 and these Terms updated accordingly.

§ 06Prohibited Items and Conduct

The following are strictly prohibited on Vialo:

6.1 Prohibited items

• Illegal goods, services, or substances under UK law
• Weapons, firearms, ammunition, or their replicas
• Counterfeit or unauthorised reproductions
• Stolen goods
• Prescription medications and controlled substances
• Alcohol and tobacco products (where sale is restricted)
• Live animals
• Adult content, sexual services, or services of a sexual nature
• Items that infringe intellectual property rights
• Food that is expired, unsafe, or prepared in an unlicensed setting
• Any item prohibited under applicable UK or international law

6.2 Prohibited conduct

• Harassment, threats, discrimination, hate speech, or abusive behaviour
• Spam, unsolicited advertising, or commercial solicitation
• Scams, fraud, misrepresentation, or deceptive practices
• Impersonation of another person, business, or Vialo staff
• Collecting users' personal data without consent
• Attempting to circumvent safety features, ratings, or bans
• Reverse engineering, scraping, or automated access to the platform
• Uploading malicious code or attempting to compromise platform security
• Using Vialo for any purpose outside peer-to-peer neighbourhood exchange

6.3 Zero tolerance

Vialo operates a zero-tolerance policy towards objectionable content and abusive users. Objectionable content includes material that is defamatory, discriminatory, harassing, threatening, sexually explicit, or otherwise offensive, and any abusive, predatory, or harmful behaviour towards other users. There is no tolerance for such content or conduct on Vialo. Content that breaches this section, and the accounts responsible for it, will be removed.

§ 07Community and Kindness

Vialo is built on the principle of the kinder neighbour. We expect all users to engage with each other respectfully, honestly, and with good intentions.

Ratings and community recognition are meaningful. Attempts to manipulate ratings through fake accounts, collusion, or retaliation will result in account action.

If you witness or experience conduct that violates these Terms, please report it via the in-app Report feature or email support@vialo.uk.

Consistent with our zero-tolerance policy (§ 6.3), we act on every report of objectionable content or abusive behaviour within 24 hours. Where a report is upheld, we remove the offending content and eject the responsible user by suspending or permanently terminating their account. In addition to reporting, you may block any user at any time — directly from a chat, a listing, or that user's profile — so that you no longer see their content or receive their messages.

§ 08User Content

8.1 Your content

You retain all rights to the content you post on Vialo (listings, photos, messages, community posts, reviews — "Your Content"). You are solely responsible for Your Content and its legality.

8.2 Licence to Vialo

By posting Your Content on Vialo, you grant VIA HOUSE LTD a worldwide, non-exclusive, royalty-free, transferable licence to use, display, reproduce, and distribute Your Content solely for the purpose of operating, improving, and promoting Vialo. This licence ends when you delete Your Content, except for copies necessary for legal, backup, or safety purposes.

8.3 Content we may remove

We reserve the right to remove any content that we reasonably believe violates these Terms, applicable law, or community standards, at our sole discretion, with or without notice.

§ 09Intellectual Property

Vialo, the Vialo name, the Vialo logo, and all associated trademarks, design elements, and software are the property of VIA HOUSE LTD, protected under applicable intellectual property laws. The Vialo trademark is the subject of UK trademark application UK00004375780.

You may not copy, modify, distribute, sell, or create derivative works based on Vialo without our prior written consent.

§ 10Disclaimers

VIALO IS PROVIDED "AS IS" AND "AS AVAILABLE", WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. TO THE MAXIMUM EXTENT PERMITTED BY LAW, VIA HOUSE LTD DISCLAIMS ALL WARRANTIES, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

We do not warrant that Vialo will be uninterrupted, error-free, or free of harmful components. We do not endorse any listing, user, or transaction, and we do not guarantee the behaviour or identity of any user.

§ 11Limitation of Liability

To the maximum extent permitted by law, VIA HOUSE LTD, its directors, employees, and agents will not be liable for:

• Any indirect, incidental, special, consequential, or punitive damages
• Loss of profits, data, goodwill, or business opportunity
• Damages arising from transactions between users
• Damages arising from content posted by users
• Damages arising from service interruptions or third-party failures (Supabase, Stripe, Twilio, etc.)

Our total aggregate liability to you for any claim arising out of or relating to these Terms or your use of Vialo will not exceed £100.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under UK law.

§ 12Suspension and Termination

We may suspend or terminate your access to Vialo, with or without notice, if we reasonably believe you have:

• Violated these Terms
• Engaged in fraudulent, unlawful, or harmful conduct
• Created significant risk of legal or reputational harm to Vialo or its users

You may close your account at any time. Certain provisions survive termination — § 08 (User Content licence), § 09 (IP), § 10 (Disclaimers), § 11 (Liability), § 15 (Governing Law), and any provisions that by their nature should survive.

§ 13Changes to These Terms

We may update these Terms from time to time. 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 constitutes acceptance of the updated Terms.

§ 14Consumer Rights

If you are a consumer resident in the UK or EU, these Terms do not affect your statutory rights under applicable consumer protection law, including the Consumer Rights Act 2015 where it applies.

§ 15Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales, except that consumers may bring claims in the courts of their place of residence where applicable consumer law requires.

§ 16Contact

For questions about these Terms:

Thank you for reading. Vialo works because neighbours treat each other with kindness — these Terms are simply the formal version of that understanding.