Community
Guidelines

Matchouse is built on trust between strangers. Every message, review, and interaction shapes that trust. Speak to others as you would in person, courteously, patiently, and without hostility. Heated disagreements happen; personal attacks do not.

Misrepresentation damages everyone on the platform. Do not exaggerate, omit material facts, or mislead others about who you are, what you offer, or what you need. Honest profiles and accurate descriptions build lasting reputations.

Matchouse is open to everyone regardless of race, ethnicity, nationality, religion, gender, sexual orientation, disability, or age. Discriminatory language, profiling, or refusal of service on protected grounds will result in immediate account removal.

Only share personal data that is strictly necessary for a transaction. Never store, sell, or forward another user's contact details, payment information, or identity documents. Off-platform data collection is strictly prohibited.

Do not send bulk messages, copy-paste pitches to unrelated listings, or repeatedly contact someone who has declined. Matchouse messaging exists to facilitate genuine transactions, abuse it and your account will be restricted.

If you encounter behaviour that violates these guidelines, use the 'Report' button on any listing, profile, or message. Our Trust & Safety team reviews every report within 24 hours. Reporting in good faith is always anonymous.

You are responsible for all activity under your account. Use a strong, unique password and enable two-factor authentication. Never share your login credentials. If you suspect your account has been compromised, contact support immediately.

Only upload content you own or have permission to share. Do not reproduce agency brochures, copyrighted floor plans, or third-party photographs without written consent. We respond to all valid DMCA notices within 48 hours.

Vague enquiries waste everyone's time. Before reaching out, define your budget, timeline, location, and must-haves. The more specific your enquiry, the better the response you will receive from agents and professionals.

Providers often hold slots or properties provisionally for serious enquiries. If you can no longer proceed, let them know as soon as possible. Ghosting after a viewing or quote request is disrespectful and harms the community.

If you book a viewing, survey, or consultation, turn up on time or give at least 24 hours' notice to cancel. No-shows cost providers real money and prevent other buyers or tenants from booking that slot.

Reviews guide future seekers and help providers improve. Rate based on your genuine experience, not on price negotiation outcomes or personal grievances unrelated to the service. Fabricated or spiteful reviews will be removed.

Professionals have qualifications and experience you are paying for. Engage with their advice constructively. Demanding free work, excessive revisions beyond an agreed scope, or questioning competence without basis undermines trust.

Always pay through Matchouse's payment flow. Never transfer money directly to a personal bank account before a contract is signed. Payments made off-platform are not covered by our buyer protection policy.

Do not enquire about a property simply to gather market intelligence. Do not request repeated viewings without genuine purchase or rental intent. Agents reserve the right to decline further viewings if behaviour appears speculative.

Markets move fast. Be realistic about what your budget achieves in your chosen area. Dismissing every option as overpriced without making a single offer or booking is a pattern that agents notice and de-prioritises your enquiries.

Every fact in your listing or profile must be true and kept up to date. This includes pricing, availability, qualifications, insurance status, and response times. Misrepresentation, even by omission, is grounds for immediate removal.

Represent your trade or profession with integrity. Arrive on time, dress appropriately for the context, and perform work to the standard a reasonable client would expect. Your reputation on Matchouse is your public CV.

Seekers judge platforms by response speed. Aim to acknowledge all enquiries within 24 hours, even if only to confirm a longer turnaround. Consistently slow response rates reduce your search visibility on Matchouse.

Quote the full cost upfront, including VAT, materials, and call-out fees. Do not use bait-and-switch pricing, advertising a rate you never actually charge. Hidden fees discovered post-agreement are a breach of these guidelines.

If your trade or profession requires a licence, accreditation, or insurance (Gas Safe, RICS, SRA, CILEx, etc.), you must hold a valid certificate at all times. Matchouse conducts spot checks and removes providers who let certifications lapse.

Data received through Matchouse enquiries must be used solely to deliver the agreed service. Never use client contact details for unsolicited marketing, never pass them to third parties without consent, and delete them when no longer needed.

If you accept a job, listing, or booking, complete it to the agreed specification and timeline. If genuine obstacles arise, communicate proactively and agree a revised plan. Simply disappearing after accepting a commission is grounds for suspension.

Do not solicit friends, family, or associates to leave reviews for services they did not use. Do not offer incentives in exchange for five-star ratings. Review manipulation is detected algorithmically and leads to profile penalties.

Estate agents must comply with the Consumer Protection from Unfair Trading Regulations 2008, the Estate Agents Act 1979, and relevant AML obligations. Letting agents must comply with the Tenant Fees Act 2019. All providers must comply with GDPR.

Warning

First violations typically result in a formal warning and mandatory guideline review. Your account remains active.

Restriction

Repeated or moderate violations restrict specific account features, such as messaging or listing, for a defined period.

Suspension

Serious violations result in a temporary account suspension. You may appeal within 14 days by contacting our Trust & Safety team.

Permanent Removal

Fraud, illegal activity, harassment, or repeated policy breaches result in permanent account termination with no right to appeal.