LEGAL & POLICIES
Dioum Acceptable Use Policy
Effective date: 5.10.26
This policy explains how everyone must use Dioum safely, honestly and respectfully. It covers our website and application, accounts, child profiles, shops, services, events, map listings, bookings, orders, messages, reviews and community content. It applies to parents, customers, businesses and other users. Children may participate in suitable activities through an authorised adult, but cannot have their own Dioum accounts.
The Platform is operated by DIOUM LTD, company number 17094552, of 124-128 City Road, London, England, EC1V 2NX (Dioum, we, us). Read this policy with the applicable User Terms and Conditions, Online Shop Terms and Conditions, Provider Terms and Conditions for regular classes and courses, Services and Events Terms and Conditions, Offline Shop Terms and Conditions, Community Guidelines, Refunds, Returns and Cancellation Policy, and Privacy and Cookie Policy. Each agreement applies only to the relevant service. This policy does not change agreed fees or remove statutory rights.
1 Accounts and authorised use
1.1 You must be 18 or over to create or hold a Dioum account. Do not create an account for a child to use, permit a child to use your login, misrepresent your age or help someone bypass an age restriction. A child profile managed by an authorised adult is not an independent account and must not enable a child to message other users directly.
1.2 Give accurate account and business information and keep it current. Protect your login details and tell us promptly if you suspect unauthorised access. Use any expressly supported staff-access arrangements rather than sharing a personal password. You must be authorised to represent any business or other person on whose behalf you act.
1.3 Do not impersonate another person, business, practitioner or Dioum, create misleading identities, forge evidence or evade a valid restriction through another account. You are responsible for your own conduct and the content you submit.
2 Respectful participation
2.1 You may ask questions, share personal parenting experiences, discuss products and services, organise permitted activities and offer support. Disagreement and honest criticism are allowed. Do not threaten, bully, stalk, harass, discriminate unlawfully, encourage violence or target someone with abusive or hateful content.
2.2 Do not demean or harass people because of their age, disability, race, religion, sex, sexual orientation, gender reassignment, pregnancy, maternity, family circumstances or other personal characteristic. Clearly explained, lawful age ranges and participation criteria for an activity are not automatically prohibited discrimination; eligibility restrictions must comply with law.
2.3 Do not publish terrorist material, encourage crime, fraud, exploitation or harmful acts, or promote suicide, self-harm or eating disorders. Sensitive requests for help, recovery experiences and supportive discussion are allowed when they do not encourage harm or provide dangerous instructions. Do not use this policy to silence someone seeking support.
3 Child safety and privacy
3.1 Do not harm, exploit, sexualise, groom, threaten or seek inappropriate contact with a child. Do not upload, request, share or link to child sexual abuse material, including prohibited synthetic material, or encourage trafficking or exploitation. Never use profiles, photographs, messages or map information to locate, track or approach a child without proper authority.
3.2 Only a parent, guardian or other person with appropriate legal authority may create or manage a child profile. Supply accurate information and any required permissions truthfully. Do not publicly disclose a child’s private home address, live location, routine, emergency contacts or health records. Do not identify a child’s school together with details that expose their whereabouts or routine.
3.3 Share photographs or recordings of children only where you have the necessary rights and permissions and it is appropriate and safe to do so. Parental permission does not justify exploitative or dangerous publication. Do not share intimate images of children or expose private information in a background, uniform, document or image metadata. Respect requests and legal requirements concerning removal.
3.4 For a child’s booking, routine disclosure by Dioum to the Provider is limited to the child’s name and age supplied by the adult. Providers must collect any additional necessary registration, parental authority or consent, safeguarding, emergency and health information directly through their own appropriate forms and privacy arrangements. Before accepting a child without an accompanying adult, the Provider must obtain the required separate signed registration and consent form. Do not request or put health, medical, allergy, safeguarding or other special-category data in public content, ordinary messages or general free-text or additional-information fields. Where that information is necessary, provide it only through the Provider’s approved registration process.
3.5 These rules do not prevent necessary and lawful processing or disclosure for an incident, dispute, emergency, safeguarding concern or other legal obligation. Do not bypass or help anyone bypass a Provider’s registration, parental authority or consent, safeguarding, supervision or age-control requirements. If someone is in immediate danger, contact emergency services or the appropriate safeguarding authority first. Do not wait for an in-app report to be reviewed or repost abusive material to draw attention to it.
4 Advice, health and sensitive content
4.1 Parents may share personal experience and general information without holding a professional qualification. Make clear when a statement is personal experience or opinion. Do not impersonate a clinician or other professional, falsely claim qualifications, offer regulated services without authority or present dangerous advice as expert guidance. Practitioners must stay within their competence and legal scope.
4.2 Do not promote dangerously misleading health claims, unsafe infant sleep, unsafe supervision or product use, or instructions to abandon necessary care. Personal discussion of breastfeeding, birth, postpartum recovery, mental health and the body is permitted when lawful and appropriate. Non-sexual breastfeeding or educational context must not automatically be treated as sexual content. Pornography, sexual solicitation and non-consensual intimate content are prohibited.
4.3 Community content is not individual professional advice. Dioum’s hosting or moderation of a post does not verify every claim or endorse the advice. Seek suitable professional or emergency help where needed. These statements do not remove Dioum’s own legal responsibilities or a practitioner’s responsibility for advice they actually provide.
4.4 Dioum operates the Platform as an intermediary and matchmaking service that connects parents, customers, businesses and Providers. Dioum is not a healthcare, medical, childcare or other service provider, does not provide the classes, courses, services, events or goods offered through the Platform, and is not a party to the arrangements between users and Providers. You are responsible for the information you choose to share and, as set out in clauses 3.4 and 5.1, must not enter health, medical, allergy, safeguarding or other special-category or sensitive personal data into public content, ordinary messages or general free-text or additional-information fields. To the extent permitted by law, Dioum is not responsible for sensitive or health-related information that a user chooses to share in breach of this policy, and Providers remain responsible for obtaining their own detailed registration, parental authority and consent documentation. This clause does not exclude or limit any liability that cannot lawfully be excluded or limited, and does not remove Dioum’s own legal responsibilities under applicable data-protection law.
5 Messaging and external transactions
5.1 Keep messages relevant and respectful. Do not send spam, unsolicited commercial messages, threats, sexual harassment, malicious links or requests for passwords, authentication codes or full payment-card details. Do not put health, medical, allergy, safeguarding or other special-category data in ordinary messages; use the Provider’s approved registration process where that information is necessary. Other necessary private communication for bookings, consent or customer service is permitted when lawful and proportionate.
5.2 Do not divert a current Platform order, booking or active enquiry into external payment to avoid an agreed fee. Examples include asking a customer to cancel a Platform booking and pay privately for the same service, or splitting a booking to conceal commissionable charges. Apply the specific commercial agreement to determine which transactions must use Dioum payment flows.
5.3 Direct communication is not itself prohibited. Offline shops may sell directly under their map-listing terms. Services and Events Providers may accept genuinely new independent direct bookings after the first Platform booking has been completed, as permitted by that agreement. This permission does not automatically change the rules for online shops or regular classes. Independent advertising and unrelated existing customer relationships are not prohibited merely because a business uses Dioum.
5.4 Record and notify changes to an existing Dioum booking as required by its terms. Direct communication does not erase an existing refund entitlement. A lawful cancellation notice is not invalid solely because it was sent outside the application. Dioum does not administer payments or refunds for genuinely independent external transactions, but responsibility for its own conduct and existing Platform commitments remains.
6 Advertising, listings and payments
6.1 Business advertising in the feed requires prior Dioum approval and clear identification as advertising where required. Disclose relevant commercial connections, payment, gifts or affiliate benefits. Do not disguise a business promotion as an independent parent recommendation. Approval does not guarantee publication or reach and does not certify the advertised product or service.
6.2 Keep listings and offers accurate, including identity, prices, availability, location, participation criteria, qualifications, insurance and material restrictions. Honour published commitments. A document-upload status means only that a document was supplied; do not describe it as verified or certified by Dioum unless the specified check actually occurred and remains accurately represented.
6.3 List only goods and services permitted for your approved category. Do not list stolen, counterfeit, recalled, unlawful, unsafe or infringing products or unauthorised services. This policy does not expand the categories approved in a shop or Provider agreement. Obtain all required rights, authorisations and permissions.
6.4 Do not create fake orders, manipulate availability, launder money, use stolen payment details or deliberately make false refund or payment-dispute claims. A genuine complaint, return, cancellation, chargeback or exercise of consumer rights is not abuse merely because a business disagrees with it. Financial holds, refunds and deductions must follow the relevant agreement and applicable law; this policy does not impose a separate financial penalty.
7 Reviews, content and technical misuse
7.1 Reviews must reflect a genuine relevant experience and distinguish fact from opinion. Honest negative reviews are allowed. Do not post fabricated reviews, pretend to be an independent customer of your own business, manipulate ratings or reward a review on condition that it is positive. Disclose any permitted incentive and relevant relationship. Do not threaten a false review to obtain an advantage or retaliate against a customer for honest feedback.
7.2 Do not remove or seek removal of a review merely because it is critical. Content that exposes personal information, is defamatory, abusive or otherwise breaks these rules may be moderated. Corrections or removal must not be used to misrepresent customer sentiment. Generating a fictional customer experience with AI does not make it a genuine review.
7.3 Upload text, music, photographs, videos, trade marks and other material only where you own the rights, have permission or another lawful basis. Do not publish private messages, confidential records or another person’s personal information without lawful authority. Permissions to host and use content are governed by the applicable terms and do not authorise unrestricted unrelated use.
7.4 Do not scrape or harvest personal data, build unauthorised datasets, send malware, bypass security, overload systems, manipulate rankings or engagement, abuse reporting tools or interfere with other users. Do not use information obtained through Dioum for unlawful marketing or to target children. Report suspected security issues privately through support without accessing unnecessary data.
8 Maps and location information
8.1 Business addresses intended for customer visits may appear on approved listings. Do not use location information to stalk, harass or track people or expose sensitive private locations. A public venue listing does not authorise publication of a particular child’s attendance or routine. Dioum may restrict unsafe location content using available moderation measures.
9 Reports, automated checks and appeals
9.1 Report suspected breaches through an available reporting control or the support contact published in the Platform. Give enough information to identify the content and explain the concern. Do not make knowingly false or malicious reports. An honestly made report is not misuse simply because it is not upheld. Dioum may request relevant evidence and may limit disclosure of outcomes for privacy, safety or legal reasons.
9.2 Dioum may use automated checks alongside human moderation to identify possible violations. Where used, automated checks may flag, temporarily hide or prevent publication of suspected harmful content. They can make mistakes. Disputed decisions and cases needing contextual judgement are referred for human review. This does not promise that every item is reviewed before publication or that every violation is detected.
9.3 If content or an account is restricted, Dioum will ordinarily explain the affected material, relevant rule, action and how to appeal through support. An explanation may be limited or delayed where disclosure is legally prohibited or would create a material safety risk or compromise an investigation. You may request human reconsideration and supply context; Dioum will assess it fairly, explain the outcome and correct errors without undue delay.
10 Enforcement and changes
10.1 Dioum may decline, label, hide or remove content, limit features, warn users, restrict listings or suspend accounts where reasonably necessary. Action must be proportionate to the seriousness, evidence, risk and pattern of conduct. Where practical, explain an ordinary remediable breach and allow correction. Urgent safety threats, exploitation, serious fraud or legal requirements may justify immediate action without prior warnings.
10.2 For ordinary fee-diversion incidents, apply the warning and termination procedure in the relevant business agreement. This policy does not create one universal three-strikes rule for all misconduct. Serious or repeated breaches may lead to permanent exclusion subject to applicable notice and appeal rights. Existing booking, payment and refund obligations must be preserved, and prepaid access treated fairly, when an account is restricted.
10.3 Payout holds and transaction interventions require the grounds and safeguards in the applicable agreement and payment arrangements. Restrictions must not be used to confiscate funds as an unspecified penalty or delay mandatory customer refunds. Where applicable, business notice periods and termination rights in the relevant agreement continue to apply.
10.4 Copies of messages may be stored. Dioum does not routinely or unrestrictedly monitor private messages. Only authorised personnel may access them where reasonably necessary and proportionate to handle complaints or disputes, safeguarding concerns, fraud or security, moderation of reported content, legal compliance or claims. Any access must be subject to appropriate access controls and logging and must be consistent with the Privacy and Cookie Policy and applicable law. Dioum will provide appropriate transparency and, where suitable, notify affected users unless notification would be inappropriate or legally restricted. Dioum may preserve necessary evidence and cooperate lawfully with law enforcement, regulators, safeguarding authorities and payment providers.
10.5 Material policy changes will normally be notified at least 30 days before taking effect, or longer where required by law or reasonably necessary for businesses to adapt. Shorter notice is reserved for changes lawfully needed for urgent safety or legal reasons. The notice will state the effective date and the options for a user who does not agree. Changes will not retrospectively alter accrued rights, confirmed transactions or agreed commercial charges. Dioum will obtain separate agreement where required; continued use is not a substitute for consent that law requires separately.
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