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• No bait-and-switch: do not quote one scope and deliver another.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 eznest AI 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 reach the people who handle reports

Reports go to eznest's support team. The same people read every report; there is no separate address and no automated first pass.

• Email support@eznest.ca. Tell us what you saw, where, and when. Putting "Report" in the subject helps us find it.
• Or open a support ticket from your eznest account and choose the Trust & safety category. A new ticket emails our support inbox at once, so a person sees it without waiting for someone to check the queue.

• In the eznest iPhone app, the eznest Android app and on the eznest website, while you are signed in, choose Report. On the iPhone and Android apps it sits beside a message from another person, a review, a business profile, a project’s photos, or a public business listing. On the website it sits beside the same things. A short form asks what is wrong; Send report opens a Trust & safety request that names the message, review, profile, photos or listing you reported, and it reaches the same people. If you have already reported the same thing and that report is still open, the form says so and no second report is sent.

A visitor who is not signed in is not offered Report on any of them; in that case, and for anything Report does not cover, email or a ticket is the way, and we read both.

There is no phone or chat line. For anything urgent involving safety, contact your local police first. Then tell us.

How quickly we answer and act

A person reads every report within 24 hours, every day including weekends, and we act on content that breaks this policy within that time.

When a person has read a report, we act on it:

• Where someone's safety or money is at risk, we act as soon as we have read it, and we do not warn the account first. That can mean suspending the account, which stops sign-in immediately, while we look into it.
• Otherwise, we reply to the person who reported it, look into it, and then take one of the actions below. If we need more from you, we ask in the same email thread or ticket.

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.

v1.2.4 — 2026-11-05 (the apps, and when we answer). "How to reach the people who handle reports" now says that the eznest iPhone app and the eznest Android app offer Report, as the website does, and no longer says the apps do not have it. "How quickly we answer and act" now says that a person reads every report within 24 hours, every day including weekends, and that we act on content that breaks this policy within that time; it replaces the weekday hours. They describe what eznest does; no rule that applies to you changed, so the effective date is unchanged and no one is asked to accept this policy again.

v1.2.3 — 2026-10-23 (the Report button). "How to reach the people who handle reports" no longer says there is no report button. It now says that on the eznest website a signed-in person can choose Report beside a message, a review, a business profile, a project’s photos or a public business listing, and that the report opens a Trust & safety request naming it. It describes what eznest does; no rule that applies to you changed, so the effective date is unchanged and no one is asked to accept this policy again.

v1.2.2 — 2026-10-19 (how to report, and when we answer). "How to reach the people who handle reports" and "How quickly we answer and act" now say where a report goes, that a support ticket in the Trust & safety category reaches the same people as email, and the hours in which we answer. They describe what eznest does; no rule that applies to you changed, so the effective date is unchanged and no one is asked to accept this policy again.

v1.2.1 — 2026-10-08 (name only). The assistant built into eznest is now called eznest AI; version 1.2 called it Nestor. Only the name changed, so the effective date is unchanged and no one is asked to accept this policy again.

Eznest Technologies Inc. Corporation number 1801532-5 · 226 Kinloch Crt, Nepean, Ontario K2J 5S9, Canada

Conduct, safety and reports — support@eznest.ca, a person reads every report within 24 hours, every day Security research — support@eznest.ca (subject: Security) Privacy — privacy@eznest.ca