Acceptable Use Policy (AUP)

1. Prohibited Platform Conduct

All Users Must Not:

• Post false, misleading, or fraudulent content including fake listings, fabricated reviews, or misleading pricing.
• Harass, threaten, discriminate against, or abuse other users on the basis of race, religion, gender, nationality, sexual orientation, disability, or any other characteristic.
• Use the Platform for any unlawful purpose, including operating in violation of Indonesian immigration, property, or tax law.
• Circumvent Suaka's payment system — including soliciting, offering, or accepting off-platform payments.
• Create multiple accounts to circumvent a suspension or policy restriction.
• Share, sell, or transfer your account credentials to any third party.
• Attempt to gain unauthorised access to other users' accounts or Suaka's systems.
• Upload malicious code, viruses, or any content designed to damage, disable, or interfere with the Platform.
• Scrape, data-mine, or systematically extract Suaka's listing data without written permission.
• Use automated bots or scripts to interact with the Platform.

2. Content Standards

All User-Generated Content (listings, reviews, messages, photos) Must Not:

• Contain hate speech, threats, or discriminatory language.
• Contain sexually explicit or inappropriate material.
• Contain private personal information of other individuals without their consent.
• Infringe the intellectual property rights of any third party.
• Impersonate any person, organisation, or entity.
• Contain commercial spam or unsolicited promotional content.
• Contain false statements of fact that could be defamatory.

3. Host-Specific Prohibited Conduct

• Listing a property you do not own or have no authorisation to list.
• Misrepresenting the property's size, amenities, location, or condition.
• Refusing to honour a confirmed booking without a documented genuine emergency.
• Contacting a Tenant outside the Suaka platform to arrange off-platform payments or agreements.
• Denying access to the property to a Tenant with a confirmed booking.
• Retaliation against a Tenant for leaving an honest negative review.

4. Tenant-Specific Prohibited Conduct

• Subletting or re-listing the booked property to any third party.
• Exceeding the maximum occupancy stated in the Listing.
• Causing deliberate damage to the property or its contents.
• Using the property for illegal activities including drug production, illegal commercial activity, or anything prohibited under Indonesian law.
• Failing to vacate the property by the agreed check-out time without prior written agreement.

5. Agent-Specific Prohibited Conduct

Refer to the Agent Terms & Conditions §6 for a full list of prohibited conduct specific to Agents.

6. Enforcement & Consequences

7. Reporting Violations

Report AUP violations through the in-app 'Report' function on any listing, review, or profile, or by emailing info@suaka.com with full details and supporting evidence. All reports are investigated confidentially.

8. Appeals

Users whose accounts have been suspended or terminated may appeal within 14 days by emailing info@suaka.com with subject line 'Account Appeal — [Username/Email]'. Suaka will review and respond within 10 business days. Appeals are not available for permanent bans resulting from fraudulent activity or serious legal violations.

9. Changes to This Policy

Suaka may update this AUP at any time. Material changes will be notified via email or platform notification. Continued use of the Platform after the effective date constitutes acceptance.

10. Contact

info@suaka.com | Phone: +44 7794 881342 | www.suaka.com/aup