Acceptable use policy

01About this policy

Elara One is a trading name of Elara Labs Ltd, a company registered in England and Wales with company number 17541993, whose registered office is at 128 City Road, London, United Kingdom, EC1V 2NX.

This policy applies to every customer of Elara One and to everyone who uses a store, including staff, agencies and developers working for the customer. It forms part of the customer terms. The customer is responsible for making sure its users follow it.

02Illegal and restricted goods

Do not use Elara One to sell, promote or arrange anything that is illegal where you sell it or where your customers are. This includes:

• Illegal drugs, and substances designed to imitate them.
• Weapons, ammunition or explosives sold in breach of the law, including to people not allowed to buy them.
• Counterfeit goods, or goods that infringe someone else's intellectual property.
• Stolen goods, or personal data obtained unlawfully.
• Age-restricted products (such as alcohol, tobacco, vapes and knives) without the age checks the law requires.
• Anything your payment provider does not allow; see payment providers.

03Fraud and deception

• No phishing, scams or pages that imitate another business or person.
• No misleading prices, fake reviews or fake urgency, and no hidden subscriptions or charges, as consumer protection law forbids.
• No taking payment for goods or services you do not intend to provide.
• No collecting card numbers or passwords through forms, notes or messages.

04Email, text messages and marketing

Marketing email and text messages are covered by the Privacy and Electronic Communications Regulations (PECR) and the UK GDPR. When you use Elara One to contact people:

• Send marketing only to people who have consented, or to existing customers under the soft opt-in, who were given a chance to opt out when you collected their details and in every message since.
• Do not use bought, rented or scraped lists.
• Honour every unsubscribe and opt-out. Do not remove people from your do-not-contact list unless they ask to be contacted again.
• Identify yourself clearly, and do not disguise who a message is from or what it is about.
• Send text messages at reasonable times, and include a way to opt out.
• Do not switch on email open and click tracking unless you have a lawful basis for it.

Our messaging providers, such as Twilio, have their own rules, which also apply.

05Harmful content

Do not use Elara One to publish, store or send:

• Child sexual abuse material, which we will report to the authorities.
• Content that incites violence or hatred, harasses or threatens people, or promotes terrorism.
• Content that is defamatory, or that infringes someone's copyright, trade marks or privacy.
• Malware, or links designed to deliver it.

06Security and the platform

• Do not try to access another store, its data or its admin, or probe, scan or test for weaknesses in the service without our written permission.
• Do not try to get round the storefront API lock, rate limits, spam protection or any other security control.
• Do not load-test or stress-test the service without agreeing it with us first.
• Do not share sign-ins or switch off two-step sign-in for anyone. Each person needs their own account.
• Do not use the service in a way that harms its performance for other customers.

If you find a vulnerability, report it to [email protected]. Good-faith research that follows our security page is welcome.

07AI voice calls

AI voice calls are coming soon. When they are available, you must tell people at the start of a call that they are speaking to an automated assistant, call only people who have agreed to be called or who asked you to call, screen numbers against the Telephone Preference Service where the law requires it, and follow Ofcom's rules on persistent misuse.

08Resale and fair use

Agencies and developers may build and run stores for their clients. You may not resell, sublicense or white-label the service itself, or offer it as part of a hosting service, without a written agreement with us. [Agency and partner terms — confirm]

Do not use the service to build a competing product, or to copy its features or content.

09Payment providers

Payments go through your own Stripe or PayPal account, and their rules apply as well as ours. Their lists of restricted and prohibited businesses are often stricter than the law. Breaking them can lead them to close your account, whatever we do.

10Reporting abuse

If you think a store on Elara One is breaking this policy, email [email protected] with the store's address and what you have seen. Report security problems to [email protected]. We read every report. We may not be able to tell you the outcome, because of our duties to the customer.

11What we do about breaches

We act in proportion to the harm. Usually we contact the customer, explain the problem and ask for it to be put right within a reasonable time. Where people or the platform are at risk, or the breach is serious or repeated, we may remove content, restrict features, suspend the store straight away or end the agreement under the customer terms. Where the law requires it, we report illegal activity to the authorities.