Acceptable Use Policy

1. Who this applies to

This Acceptable Use Policy applies to everyone who uses any Nexiv Labs service: visitors, account holders, patients and pet owners, clinicians and veterinary professionals, marketplace buyers and sellers, API consumers, and client organisations using Nexiv Cloud or Nexiv Technology deliverables.

It forms part of the Terms of Service. Where you operate a platform for your own users, you are responsible for ensuring they are bound by equivalent rules.

2. General conduct

You must not:

• use the services for any unlawful purpose, or in breach of any applicable law or regulation in your jurisdiction or ours;
• impersonate any person or organisation, or misrepresent your affiliation, qualifications or professional registration;
• harass, threaten, defame, stalk or abuse any other user, our staff, or a clinician or veterinary professional;
• discriminate against or target any person on the basis of a protected characteristic;
• collect or harvest personal data about other users without a lawful basis and their knowledge;
• use the services to send unsolicited commercial messages;
• resell, sublicense or provide access to the services to third parties except as expressly permitted in your agreement;
• use the services to build, benchmark or train a competing product.

3. Prohibited content

You must not upload, publish, transmit or store content that:

• is unlawful, or promotes or facilitates unlawful activity;
• infringes any intellectual property, privacy or publicity right;
• depicts or promotes animal cruelty, neglect, illegal breeding, fighting or unlawful trade in animals or animal parts;
• constitutes child sexual abuse material, or sexualises a minor in any way;
• incites violence, terrorism, or hatred against a group;
• is knowingly false or deceptive, including fabricated reviews, fake credentials or falsified health documentation;
• contains malware, ransomware, exploit code or any other harmful component;
• contains another person's confidential or personal data that you have no right to share;
• promotes unproven or dangerous medical or veterinary treatments.

4. Technical restrictions

You must not:

• probe, scan or test the vulnerability of any system without our prior written authorisation (see the responsible disclosure process in the Trust Centre);
• attempt to gain unauthorised access to any account, system, network or data;
• circumvent, disable or interfere with security, authentication, rate limiting or audit features;
• reverse engineer, decompile or disassemble any part of the services, except to the extent this restriction is prohibited by law;
• launch a denial-of-service attack, or generate load intended or reasonably likely to degrade service for others;
• use the services to distribute malware, operate a botnet, mine cryptocurrency, or proxy traffic to disguise its origin;
• scrape, crawl or bulk-extract content except as permitted by our published robots.txt or a written agreement.

5. API and automation

• Use your own credentials; do not share, sell or embed them in a public client.
• Respect published rate limits and honour 429 responses with exponential back-off. Deliberately evading limits by rotating credentials or addresses is a breach.
• Cache responsibly and do not poll more frequently than the documentation permits.
• Handle webhooks idempotently and verify signatures — replaying or spoofing events is a breach.
• Do not store more personal data from the API than your stated purpose requires, and delete it when that purpose ends.
• Identify your integration with a descriptive user agent so we can contact you before taking action.

6. Marketplace rules (Nexiv Pets)

6.1 Sellers must

• complete identity verification, and hold every licence, registration or permit their category and jurisdiction requires;
• describe items accurately and completely, using their own photographs of the actual item or animal;
• state condition, age, provenance and any known defect or health issue honestly;
• price transparently, with all mandatory charges disclosed before checkout;
• fulfil within the stated window and upload evidence of handover or despatch;
• respond to buyer messages and dispute requests within the deadlines shown in the seller portal;
• comply with consumer protection, product safety, distance selling and animal welfare law wherever they sell.

6.2 Sellers must not

• list prohibited items: prescription-only medicines without lawful authority, controlled substances, weapons, stolen goods, counterfeit products, or protected species without valid documentation;
• use stock imagery, another seller's photographs, or AI-generated images to represent a real animal or item;
• direct buyers off-platform to avoid fees, escrow protection or the dispute process;
• manipulate reviews, ratings or search ranking, including through duplicate accounts;
• list the same animal simultaneously across multiple accounts to create false scarcity;
• engage in bait-and-switch, or substitute a different animal or item at handover.

6.3 Buyers must

• provide accurate delivery and identity information;
• complete any suitability questionnaire honestly, particularly for animal purchases;
• inspect and confirm within the stated window, and raise genuine issues promptly with evidence;
• not abuse the dispute or refund process, or make claims they know to be false.

7. Animal listings — additional rules

• Sellers of animals must hold any breeder or seller licence their jurisdiction requires and provide the licence number for verification.
• Minimum age, weaning and rehoming requirements must be met; listings offering animals below the lawful minimum age will be refused.
• Health documentation — vaccination, worming, microchip and any breed-specific screening — must be genuine and available to the buyer before purchase.
• The animal must be shown in its actual living conditions in at least one image.
• Transport must meet applicable welfare-in-transit requirements; using an unapproved transporter is a breach.
• Listings implying an animal is a commodity — bulk quantity pricing, "job lots", breeding-yield claims — will be refused.
• We may require a video call or an independent check before releasing escrow on a high-value or high-risk listing.

8. Clinical platforms (Nexiv Health & Nexiv Vet)

8.1 Patients and pet owners

• Provide accurate, complete information. Withholding relevant history materially affects clinical judgement.
• Do not use the platform to obtain medicines for someone else, to seek a prescription under false pretences, or to circumvent a decision made by another clinician.
• Do not record a consultation without the clinician's knowledge and agreement.
• Do not use the platform for emergencies — see the Medical & Veterinary Notice.

8.2 Clinicians and veterinary professionals

• Maintain current registration with your professional body and notify us immediately of any change to your registration status or practising restrictions.
• Practise within your scope, your competence and the jurisdiction your registration covers.
• Access records only where you have a legitimate care relationship. Every access is logged, and speculative access is a serious breach.
• Do not share credentials or allow another person to consult under your identity.
• Follow your organisation's clinical governance policy, including escalation and prescribing rules encoded in the platform.

9. AI features

Where our services include AI-assisted functionality, you must not:

• attempt to bypass safety guardrails, extract system prompts, or induce the system to produce prohibited content;
• present AI-generated clinical output to a patient or animal owner as a professional's assessment without professional review;
• use outputs to make an automated decision about a person where a human decision is required by law or by our platform rules;
• submit third-party personal data to AI features without a lawful basis;
• use our AI features to generate content that would breach section 3 of this policy.

10. Reporting a breach

Report suspected breaches to support@nexivlabs.com. Please include what you saw, where, when, and any reference numbers or screenshots.

• Animal welfare concerns — put "WELFARE" in the subject line. These are triaged ahead of everything else.
• Security vulnerabilities — put "SECURITY" in the subject line and follow the process in the Trust Centre.
• Urgent matters — call +1 (323) 289-0039 during UK business hours.

If you believe an animal or person is in immediate danger, contact the relevant emergency service or welfare authority first. Tell us afterwards.

11. Enforcement

Our response is proportionate to the severity, the harm caused and whether the breach is repeated. Available actions include:

We will tell you what action we have taken and why, unless doing so would prejudice an investigation or breach a legal obligation.

12. Appeals

If you believe we have acted wrongly, email support@nexivlabs.com with "APPEAL" in the subject line within 30 days. Appeals are reviewed by someone who was not involved in the original decision, and we aim to respond within 10 business days.

Where an appeal succeeds we restore access, release any held settlement, and remove the record of the action from your account history.