Where these apply
These guidelines cover everything you post through the Service: reviews, photos attached to reviews, messages to a venue, and your profile. They form part of our Terms of Service, so breaking them can cost you your account.
They apply to venues too. A venue’s staff replying to you are held to the same standard, and you can report them for breaking it.
What is not allowed
- Abuse and harassment — threats, insults, intimidation, or repeated unwanted contact.
- Hate — attacking anyone over religion, sect, ethnicity, nationality, gender, disability, or any similar characteristic.
- Sexual content, and any sexual content involving a minor, which we report to the authorities.
- Violence — threatening it, encouraging it, or glorifying it.
- Other people’s private information — phone numbers, addresses, identity or bank details that are not yours to share.
- Illegal activity, including anything involving drugs, weapons, or betting on the games you book.
- Spam and advertising — promoting another business, or posting the same thing repeatedly.
- Impersonation — pretending to be another person, a venue, or us.
- Fake reviews, whether written for payment, written about a venue you never visited, or written to damage a competitor.
Writing a review
A review is worth reading when it is first-hand and specific. Write about the visit you actually made: the court, the facilities, the staff, whether it matched the listing.
- Review the venue, not other customers.
- Do not name individual members of staff in a way that targets them personally.
- Keep a payment or refund dispute out of the review and bring it to us instead — a review cannot resolve it.
Reviews are public, and your name and photo appear on them.
Messaging a venue
A venue conversation is a business channel, not a private one.
Messages you send go to the venue’s team, and more than one member of staff may read them. Do not send anything through it you would not want their whole desk to see — in particular, never send card numbers, bank details or your sign-in code.
Use it for what it is for: asking about a booking, the facilities, or getting in on the day. It is not a support channel for payment problems — those come to us.
Photos
Only upload photos you took, or have permission to use. Do not upload photos of other people without their agreement, and do not upload photos of children other than your own.
Photos attached to a review are public. Photos may be removed if they break these guidelines.
Reporting something
A message from a venue
Open the conversation and use Report. The report reaches us with the conversation attached, so you do not need to explain the history.
A review, or anything else
Contact us with a link or a description of what you found and why it breaks these guidelines — the details are on the contact page. Reporting a review from inside the app is not available yet, so this is the route for now.
If someone is in immediate danger, contact the emergency services first. We cannot respond at that speed.
Blocking a venue
You can block a venue from messaging you. Once blocked, their messages no longer reach you, and you can unblock them later from the same place.
Blocking is separate from reporting. Blocking stops the contact; reporting tells us something happened. If something broke these guidelines, do both.
What we do about reports
Reports are reviewed by a person. Depending on what we find we may remove the content, warn the account, restrict what it can do, suspend it, or close it. Serious cases go to the authorities.
We aim to look at a report within {{OWNER: time you commit to for a first response on a report}}, and we will tell you the outcome where we can.
If your content was removed or your account was restricted and you think that was wrong, reply to us and it will be looked at again by {{OWNER: who handles moderation appeals}}.