Acceptable use

These rules apply to everyone who uses Smyl: shoppers, shops and their teams. They are part of our Terms of use and our Merchant agreement.

On Smyl, you must not:

• Post or list anything illegal, or help anyone break the law.
• Abuse, harass, threaten or bully anyone, or post hate against people for who they are.
• Mislead people, for example with a fake shop, a fake item, a fake review or a false price.
• Send spam or adverts for other businesses.
• Share someone else’s personal details without their permission.
• Pretend to be someone else, or another shop.
• Make fake sales, or misuse Smyl points.
• Try to break into Smyl, get round its limits, or collect data from it in bulk.

• Only list items you really sell, at the prices you charge.
• Keep stock, prices and opening hours as right as you reasonably can.
• Don’t list anything that is illegal to sell, such as weapons, drugs or fake branded goods.
• If you sell age-restricted items, such as alcohol or tobacco, follow the law on checking age.
• Photos must be of your shop or your items, and yours to use.
• Don’t offer anything in return for a review, or ask for a review to be changed.

Reviews, a shop’s replies and a shop’s posts must follow these rules. Our Reviews policy has the extra rules for reviews.

In the app, you can report a shop, a post, an item, a photo, a review or a shop’s reply. Choose what’s wrong: illegal, offensive, misleading, spam or something else, and add a note if you want. You need a Smyl account to report, which helps us stop false reports.

You can also email hello@smylpay.com or use our contact form, without an account. On smylpay.com, the Report links on shop pages, reviews and photos open an email to us. Every report, however it reaches us, is tracked and decided the same way.

• A person at Smyl looks at every report. Reports about something illegal or offensive come first.
• A report alone doesn’t hide anything. If we decide something can stay, it stays as it was.
• If something breaks these rules, we take it down. We can also limit or close an account, or stop a shop taking payments.
• If we take down a review, the person who wrote it sees why when they open it in the app. If we take down something a shop posted, the shop sees what and why in its Back office.
• We never say who reported something.
• We report illegal content to the police or other authorities when the law requires it.

You can ask us to look again within 6 months of a decision. In the app, open the review or Account › Reports you made and tap Ask us to look again. In the Back office, use Settings › Decisions. Or email hello@smylpay.com and tell us why. A Smyl admin looks at it again. If we were wrong, we put things back, and either way we tell you what we decided.

Email hello@smylpay.com.