Acceptable Use Policy

This policy applies to everyone on eznest — homeowners, household members, service providers and their staff. It forms part of the Homeowner Marketplace Agreement and the Provider Terms of Service.

It is short on purpose. The rules below are the ones we will actually act on.

The principle

eznest works because a stranger comes to someone's home. Everything in this policy follows from that. Conduct that makes people less safe, or less able to trust what they read here, is what we act on. Conduct that is merely annoying, or that we simply disagree with, is not.

1. Be who you say you are

• Use your real identity, or your business's real identity.
• Do not impersonate another person, business, tradesperson, employee, or eznest itself.
• Do not create an account for someone else without their authority, or hold multiple accounts to evade a suspension.
• Providers: do not misrepresent your qualifications, licences, insurance, registration, experience, or who will actually be doing the work.

Misrepresenting a licence, insurance or trade qualification is the most serious thing on this list, because homeowners rely on it to decide who enters their home. We treat it as grounds for immediate and permanent removal.

2. Do not defraud anyone

• No false or misleading claims about work, prices, timelines or availability.
• No bait-and-switch: do not quote one scope and deliver another.
• No demanding payment for work not done, no invoicing for materials not supplied.
• No phishing, no fake payment requests, no directing anyone to a payment channel by pretending to be eznest.
• eznest will never ask you to pay us for a project. Anyone who does, in our name, is defrauding you. Report it to support@eznest.ca immediately.

3. Do not harm or harass people

• No threats, intimidation, stalking, or harassment, on or off the Platform.
• No sexual harassment or unwanted sexual content of any kind.
• No hate speech or abuse directed at anyone.
• No sharing of anyone's private information — home address, phone number, photographs of their home — outside what the work requires.
• No content that sexualises a minor, in any form, ever. We report it.

A provider is in someone's home. Behaviour that would be unacceptable in a workplace is unacceptable here, and we will act on a first report.

4. Do not discriminate

Ontario's Human Rights Code prohibits discrimination in the provision of services and in contracting on grounds including race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status and disability.

• Providers: do not refuse work, vary your price, or vary your conduct on any of those grounds.
• Homeowners: do not request a provider on any of those grounds, and do not state a preference of that kind in a project.
• Nobody: no slurs, no stereotyping, no "no [group]" language anywhere in a listing, a message, or a review.

5. Do work you are allowed to do

• Do not offer or perform work you are not licensed, certified or qualified to do.
• Do not perform work that requires a permit without one, or advise a homeowner to skip one.
• Comply with the Ontario Building Code, the Occupational Health and Safety Act, electrical and gas safety requirements, and every other rule that applies to your trade.
• Do not misuse someone's home, tools, materials or access.

We do not check any of this. That is precisely why it is your obligation and not our assurance.

6. Keep reviews honest

• Review only work you were actually part of.
• Do not write, buy, sell, trade or solicit fake reviews.
• Do not offer a discount, refund, gift or anything else in exchange for a review, a particular rating, or the removal of a review.
• Do not pressure someone to change or delete a review.
• Do not review a competitor, or arrange for anyone else to.

We never gate a review by what it says. In return, what appears must be real.

7. Keep communication clean

• No unsolicited commercial messages to people who have not asked to hear from you — Canada's anti-spam legislation applies here.
• No advertising unrelated products or services through eznest messaging.
• Do not use eznest contact details for any purpose other than the project they relate to. A homeowner's address is for doing their job, not for a mailing list.
• Honour every unsubscribe, immediately and permanently.

8. Do not attack the Platform

• No scraping, crawling, or bulk extraction of listings, profiles, reviews or contact details.
• No automated access beyond ordinary use of the app.
• No attempt to gain access to data that is not yours, to another account, or to our infrastructure.
• No malware, no interference with the service, no probing for vulnerabilities without our written permission.
• No reverse engineering, no circumventing rate limits or access controls, no reselling access.
• No manipulating Nestor into acting outside your own account or revealing another user's information — and if you find a way to do it, tell us rather than using it.

Security researchers: we want to hear from you. Write to support@eznest.ca with "Security" in the subject before testing anything. We will not pursue good-faith research that is reported to us first and does not access other people's data.

9. Do not route around the marketplace to avoid fees

Providers agree in the Provider Terms of Service to transact through eznest for work introduced by eznest.

We are honest about the limits of this: we have no system that detects off-platform contact or payment, and we do not claim one. This rule exists because it is what was agreed, and we act on it when it is reported to us or is otherwise apparent — not because we are watching.

Nothing here stops a homeowner and a provider who already knew each other from continuing to work together as they always have.

10. Post only what is yours to post

• Do not upload content you do not have the right to use — photographs, plans, drawings, logos, copy.
• Do not upload someone else's personal information without a basis for doing so. If you are a provider entering client contacts into eznest, you are responsible for having that basis.
• Do not upload confidential documents belonging to someone else.

What we can actually do about it

We would rather describe our enforcement narrowly and accurately than imply a capability we do not have.

What we do not do

There is no automated content moderation on eznest. We do not scan, filter, screen or algorithmically review messages, project descriptions, profiles, reviews or uploaded images. Nothing is checked before it appears.

Moderation is reactive and human. A person at eznest looks at something because a person told us to.

How to report something

Email support@eznest.ca. Tell us what you saw, where, and when.

We are candid that there is no report button in the app yet. Building one is on our list. Until it exists, email is the way, and we read it.

For anything urgent involving safety, contact your local police first. Then tell us.

What we can do

Where we reasonably can, we tell you what happened and why, and give you a chance to fix it first. We act immediately, without warning, where someone's safety or money is at risk.

We do not fine anyone, and we do not withhold anyone's money as a penalty — we hold no money.

Appeals

If you think we got it wrong, reply to the notice we sent, or write to support@eznest.ca with "Appeal" in the subject. A different person reviews it. We will tell you the outcome and our reasoning.

Changes

We update this policy as we learn what actually goes wrong. Material changes come with at least 30 days' notice.

Corporation number 1801532-5 · 226 Kinloch Crt, Nepean, Ontario K2J 5S9, Canada

Conduct and safety — support@eznest.ca Security research — support@eznest.ca (subject: Security) Privacy — privacy@eznest.ca