Zuta is a multi-vertical platform connecting buyers with merchants on Shop, diners with restaurants on Eats, and guests with hosts on Stays. This Policy describes how every user is expected to behave on Zuta, what we prohibit, and what happens when the rules are broken.
1. Treat Each Other With Respect
You agree to interact with other users — buyers, sellers, hosts, guests, restaurant operators, delivery agents, and Zuta support staff — without harassment, hate speech, threats of violence, or sexual content where prohibited. Communication on Zuta (including messages, reviews, ratings, listings, and support tickets) must comply with applicable law and these Terms.
2. No Discrimination
Discrimination on the basis of race, ethnicity, national origin, religion, gender identity, sexual orientation, disability, age, or other legally protected characteristic is prohibited. This applies to all users, including hosts setting house rules and merchants restricting sales.
3. Honest Listings, Honest Reviews
If you list goods or services on the platform (Merchants on Shop, Restaurants on Eats, Hosts on Stays) you agree to describe them accurately, price them honestly, and not engage in bait-and-switch tactics. If you write a review, you agree to base it on genuine first-hand experience and not to accept compensation in exchange for biased content.
4. No Fraud or Abuse
You agree not to:
- create accounts using false identity or stolen information;
- misuse the refund, return, cancellation, or damage-claim systems;
- fabricate evidence in support of a claim;
- coordinate or participate in chargeback fraud;
- evade account suspensions by creating new accounts;
- use the platform for money laundering, sanctions evasion, or any unlawful purpose.
5. Property and Safety
When you stay at a property on Zuta Stays, follow the host's house rules and treat the property responsibly per the Stays Damage and Guest Responsibility Policy. When you receive a delivery, do not threaten or harm a delivery agent; report concerns through in-app support.
When you list a property, you confirm that the property is legal to short-let in its jurisdiction, is safe and habitable, and is accurately represented. When you list food on Eats, you confirm compliance with local food-safety law.
6. Privacy of Other Users
Do not share another user's personal information without consent. Do not contact another user outside the platform with the intent to bypass Zuta's policies, fees, or dispute mechanisms.
7. Intellectual Property
Do not list goods that infringe trademarks, copyrights, or other intellectual property rights you do not own or have permission to use. Counterfeit goods are explicitly prohibited.
8. Reporting
Use in-app reporting to flag content, behaviour, listings, or messages that you believe violate this Policy. Reports are reviewed by Zuta and may result in action against the reported account.
9. Consequences of Violations
Depending on severity, repeated patterns, and applicable law, Zuta may take any of the following actions:
- warn the account;
- restrict specific privileges (booking, posting, messaging, refund requests);
- temporarily suspend the account;
- permanently terminate the account;
- withhold or reverse payouts where there is evidence of fraud, refund abuse, or violation of platform rules;
- escalate to law enforcement where required.
We aim to apply these consistently and proportionately. We may bypass progressive enforcement where the violation is severe (e.g., threats of violence, fraud, sexual exploitation, illegal goods).
10. Appeals
If you believe an enforcement action against your account was made in error, you may appeal through in-app support. Provide the action reference and any context. Zuta will review and respond within a reasonable time.
11. Changes to This Policy
We may update this Policy. Material changes are versioned and may require re-acceptance before your next transaction.