Online Safety & Acceptable Use

Houlvek is a business HGV freight marketplace on which users may create listings, profiles, messages, reviews, invoices, proof-of-delivery records and other content. These rules form part of the Houlvek Platform Terms and apply to public and private content, links, files, account details, attempted transactions and conduct connected with Houlvek.

Houlvek is intended only for users aged 18 or over acting for business purposes. A child must not create or control an account, and users must not direct content or contact towards children through Houlvek. Houlvek may require stronger age or business verification if access evidence or risk changes.

• Use a genuine identity and an authorised business role.
• Provide accurate load, goods, licence, insurance, invoice and payment information.
• Communicate professionally and only for a legitimate business purpose.
• Protect credentials, bank details and sensitive documents.
• Respect privacy, confidentiality, transport safety and applicable law.
• Promptly report suspected illegal content or an urgent safety concern.

You must not encourage, request, arrange, upload, link to, transmit, advertise, sell or facilitate prohibited content or conduct, even if a booking is never completed.

Fake identities, businesses, loads, licences, insurance, POD, invoices, reviews or verification documents are prohibited. You must not engage in phishing, malware, credential theft, account takeover, deceptive bank-detail changes, theft, handling stolen goods, money laundering, bribery, tax evasion, sanctions evasion, non-existent loads, deliberate non-payment schemes or unlawful financial promotions.

Houlvek must not be used for controlled drugs, illegal medicines, stolen or counterfeit property, illegal duty goods, unlawful waste, weapons, ammunition, explosives, human trafficking, modern slavery, unlawful immigration, illegal animal trade or cruelty. It is also prohibited to instruct or assist a breach of Operator Licence conditions, drivers' hours, working time, vehicle safety, load security, customs, sanctions or road-safety law.

Threats, harassment, stalking, blackmail, doxxing, hate offences, coercive control, sexual exploitation, intimate-image abuse, grooming, child sexual exploitation or abuse, CSAM, encouragement of suicide or serious self-harm, terrorism, foreign interference and exploitation of a vulnerable person or worker are prohibited.

• Scraping, harvesting, reselling or enriching Platform data without written permission.
• Spam or marketing that breaches privacy or electronic-marketing law.
• Manipulating matching, ratings, reports, searches, trials or account limits.
• Sharing an individual account, impersonation or evading a suspension.
• Probing, disrupting, overloading or bypassing security or moderation controls.
• Uploading personal data or confidential material without authority.
• Using Houlvek to supply driver-only labour or disguise an employment relationship.
• Making a knowingly false or malicious safety report.

A good-faith report is not prohibited merely because it is not ultimately upheld.

Anyone may report an account, content or conduct, including while signed out. Use the public report form and provide the relevant URL, booking or account reference, what happened, why it may be illegal or unsafe, when it happened and whether anyone faces immediate risk.

Provide only the minimum material required. Never submit passwords, full card details, unnecessary identity documents or suspected child sexual abuse material. Houlvek gives a case reference when a report is accepted.

1. Triage urgency, suspected illegality, exposure and evidence risk.
2. Restrict content, messaging, sensitive account changes or account access where proportionate.
3. Preserve relevant records under controlled access.
4. Request proportionate information from involved users.
5. Remove or disable access to prohibited content and warn, restrict, suspend or terminate an account where justified.
6. Report to the NCA, police, regulator or other competent authority where required or lawful.
7. Record the decision, reasons, measures, reviewer and review date.

Houlvek aims to acknowledge ordinary reports within two business days and to triage credible immediate-danger, child-safety, terrorism, trafficking or serious-fraud reports urgently. These are service aims, not guaranteed resolution times. We may limit disclosure where necessary for safety, privacy, law or an investigation.

Houlvek applies zero tolerance to grooming, CSEA and CSAM. Suspected material is immediately restricted and access is limited. Personnel must not copy, download, forward or investigate it beyond what is necessary and lawful for secure triage. Where a statutory duty applies, Houlvek reports detected and previously unreported CSEA content through the required National Crime Agency process.

Houlvek considers severity, likelihood, reach, context, user history, available evidence, legal duties and the risk of continued access. Serious or urgent risk may require immediate action without prior notice. Where appropriate and lawful, the affected user will be told what was acted on, the rule relied on, the measure and duration, whether restoration is possible and how to complain or appeal.

A person may complain that Houlvek failed to act on illegal content, incorrectly restricted lawful content, suspended an account incorrectly, failed to follow these rules or handled a report unfairly. Use the online-safety complaint form and provide the case reference, decision, reason for disagreement and relevant evidence.

Where practicable, a person who did not make the original decision reviews the complaint. Houlvek aims to acknowledge it within two business days and provide a reasoned outcome within 10 business days or explain why more time is required. The outcome may confirm, change or reverse the original action.

Safety reports may contain personal or confidential information. Access is limited to authorised persons and the information is used for triage, enforcement, complaints, legal duties, fraud prevention and claims. Records are handled under the Privacy Notice and may be subject to an appropriate legal hold.

Operator: Dumitru Martinov, trading as Houlvek. Business and correspondence address: Suite RA01, 195-197 Wood Street, London, E17 3NU. Safety contact: support@houlvek.co.uk. Legal notices: legal@houlvek.co.uk.

Houlvek reviews these rules and its risk controls at least annually and before a significant change to users, messaging, files, algorithms, territory or business model.