Acceptable Use Policy

Last updated: 25 September 2026

Contents

• 1. Who this applies to
• 2. Permitted use
• 3. What you must not do
• 4. Security and access
• 5. Fraud and payment details
• 6. Content you add
• 7. Automated access and the Partner API
• 8. Reporting problems
• 9. What we may do
• 10. Changes to this policy

1. Who this applies to

This policy applies to everyone who uses the ProConvey platform or website, including users at law firms, conveyancers, estate agents and mortgage brokers, and their clients using the client portal. It forms part of our Terms and Conditions. If your organisation has a ProConvey licence agreement, clause 3 of that agreement (Acceptable use) also applies.

ProConvey Limited is registered in England and Wales, company number 13905278, registered office 45 Fitzroy Street, London, England, W1T 6EB.

2. Permitted use

Use the platform only for your organisation's business in connection with property transactions, and in line with your organisation's agreement with us. If you are a client using the client portal, use it only for your own transaction.

3. What you must not do

You must not, and must not help or allow anyone else to:

• use the platform or website unlawfully, fraudulently, or in breach of any regulation, including anti-money laundering and data protection law;
• use the platform to deceive or mislead anyone, including by impersonating a firm, a client, another user or ProConvey;
• upload, send or store anything that is defamatory, obscene, threatening, discriminatory or otherwise unlawful, or that infringes anyone's intellectual property, privacy or other rights;
• upload personal data or documents you have no right to process, or use personal data obtained through the platform in breach of data protection law or any duty of confidence;
• send spam or unsolicited marketing through the platform, or use it to advertise goods or services unrelated to a transaction;
• collect or harvest information about other users, their clients or their transactions;
• sub-license, resell or otherwise commercialise access to the platform without our written consent;
• use the platform, or information about how it works, to build or help build a competing product or service;
• copy, adapt, decompile or reverse engineer the platform, except where the law allows;
• remove or change any copyright, trade mark or other notice on the platform or the website;
• use the platform in a way that could damage, disable, overload or impair it, or interfere with other users' access;
• make false or misleading reports to us, including false complaints about content; or
• harass, threaten or abuse our staff, other users or their clients.

4. Security and access

You must not, and must not help or allow anyone else to:

• try to get unauthorised access to any part of the platform, its systems, or another organisation's data (this may also be an offence under the Computer Misuse Act 1990);
• test, probe or scan the platform for vulnerabilities without our written permission;
• get round, disable or interfere with any security feature, access control, sign-in step or usage limit;
• upload or send viruses, malware or other malicious code;
• share your sign-in details, use another person's account, or let anyone else use yours; or
• try to alter, delete or hide any record the platform keeps of activity, including audit records.

5. Fraud and payment details

Property transactions are a target for fraud. You must not use the platform to:

• send, insert or change bank account or payment details for a transaction other than as properly authorised by the firm handling it;
• request or redirect payments to anyone other than the intended recipient; or
• upload false identity documents, or documents or information you know to be false or altered.

If you receive a message through the platform or by email that changes bank details, confirm it with the firm by a trusted method, such as a telephone number you already hold, before paying anything. Report any suspected fraud to us straight away (section 8).

6. Content you add

You are responsible for the documents and information you upload or enter. Make sure they are accurate, that you are entitled to use them, and that uploading them is lawful. Our rights to host and process content you add are set out in section 13 (Intellectual property) of our Terms and Conditions. To complain about content you believe infringes your rights or is unlawful, follow section 14 of those terms.

7. Automated access and the Partner API

You must not access the platform, or extract data from it in bulk, by automated means (for example scraping, scripts, bots or automated agents), other than through an interface we provide for that purpose. If you use the Partner API, you must keep your credentials secure, stay within any usage limits we set, and use the API only as documented and as your organisation's agreement allows.

8. Reporting problems

If you find a security weakness, or think your account or data has been misused, tell us straight away at support@proconvey.co.uk. Do not try to exploit or test it further. See our Security and incidents page. To report a breach of this policy or suspected fraud, email support@proconvey.co.uk with as much detail as you can. For questions about personal data, contact our Data Protection Officer: Christopher Scantlebury, chris.scantlebury@proconvey.co.uk.

9. What we may do

If we reasonably believe this policy has been broken, we may:

• suspend or restrict access immediately while we investigate;
• remove content from our website, or restrict access to content in the platform, as set out in section 14 of our Terms and Conditions;
• tell the organisation the user belongs to, or the firm that invited a client portal user;
• end the user's access, where the Terms and Conditions or the organisation's agreement allow it; and
• report the matter to the police or other relevant authorities. Where the information is data we hold for a customer organisation, we will share it only where the law requires us to or that organisation instructs us to. For other information, we will share it where the law requires or allows us to.

We will act proportionately, taking account of how serious the breach is. Any action we take for a customer with a licence agreement is subject to that agreement.

10. Changes to this policy

We may update this policy from time to time. The date at the top shows when it was last changed. Where a change is significant, we will try to tell platform users about it, as section 21 of our Terms and Conditions describes.