Trust & Safety Policy

1. Introduction

JLM Collective is designed to help guests find short-term stays and to help owners, hosts, representatives and managing agents submit stays for listing.

Trust is central to our service. This Trust & Safety Policy explains the standards we expect from users, how we review listings, and the steps we may take to protect guests, hosts and the JLM Collective letting agency.

This policy should be read together with our Terms of Service and Privacy Policy.

2. Listing standards

All listings submitted to JLM Collective should be accurate, honest and up to date.

Hosts, owners, representatives and managing agents must ensure that listing information is not misleading, including:

• property location or neighbourhood;
• photos;
• pricing;
• availability;
• number of guests;
• bedrooms and sleeping arrangements;
• amenities;
• access arrangements;
• house rules;
• cancellation or deposit terms;
• any important limitations or restrictions.

Listings should not exaggerate the condition, size, location, quality or facilities of a stay.

3. Listing review

JLM Collective may review listings before they go live on our service.

A submitted listing does not automatically appear publicly. We may check the listing for completeness, quality, suitability, accuracy and platform standards.

We may approve, reject, pause, edit, request more information, or remove a listing at our discretion.

Review by JLM Collective does not mean that we guarantee the property, host, guest, price, availability, safety, legality or suitability of any stay.

4. Host and representative responsibility

Anyone submitting a stay must have the right or permission to do so.

If you submit a listing, you confirm that:

• the information you provide is accurate;
• you have authority to submit the stay for listing;
• the stay can lawfully be offered for short-term use;
• the photos and content you upload may be used for the listing;
• you will keep the listing information reasonably up to date;
• you will respond honestly to guest enquiries.

If you are acting on behalf of an owner, you are responsible for ensuring that you have permission from the owner or other authorised person.

5. Guest responsibility

Guests must use JLM Collective honestly and respectfully.

Guests should provide accurate information when making enquiries or booking requests, including guest numbers, intended dates, contact details and any relevant requirements.

Guests must not use JLM Collective to send false enquiries, spam, abusive messages, fraudulent requests, misleading information or unlawful content.

6. Accuracy of photos and descriptions

Photos should fairly represent the stay being offered.

Hosts should not upload photos that materially misrepresent the property, show a different property, hide important defects, or create a misleading impression of the stay.

JLM Collective may reject or remove photos that are unclear, inappropriate, low quality, misleading, duplicated, copied without permission, or unsuitable for our service.

7. Verification and checks

JLM Collective may carry out checks to help protect our service.

These may include requesting additional information from hosts, representatives, managing agents or guests. We may ask for confirmation of authority, contact details, ownership or management connection, listing details, or other information reasonably needed to assess a listing or enquiry.

We do not guarantee that every user, listing or stay has been independently verified unless we clearly state this in relation to a specific listing or feature.

8. Payments, deposits and booking safety

Where payment, deposit or booking features are available, users should follow the process shown on JLM Collective.

Guests should be cautious about sending money outside JLM Collective or to unknown third parties. Hosts and representatives should not request payment in a way that is misleading, unsafe or contrary to the instructions shown on JLM Collective.

If JLM Collective introduces payment or deposit handling, the relevant payment terms will apply.

9. Prohibited conduct

Users must not:

• submit false, misleading or fraudulent listings;
• impersonate another person or organisation;
• list a property without permission;
• upload content they do not have the right to use;
• send spam or abusive messages;
• attempt to avoid platform safety processes;
• interfere with the website or platform security;
• use JLM Collective for unlawful, discriminatory, harmful or deceptive purposes;
• misuse another person's personal information;
• pressure users to communicate or pay in unsafe ways.

10. Reporting concerns

Users should report concerns to JLM Collective if they believe that:

• a listing is false or misleading;
• a user is acting fraudulently or abusively;
• a property is materially different from what was described;
• photos are inaccurate or copied;
• someone is listing without authority;
• payment or deposit requests seem suspicious;
• there is a safety, legal or conduct concern.

Reports can be sent to:

info@jlmcollective.co

Please include relevant details, such as the listing name, dates, messages, screenshots or any other information that may help us review the issue.

11. Platform action

If we identify or suspect a trust or safety issue, we may take action.

This may include:

• requesting more information;
• editing, pausing or removing a listing;
• restricting or suspending an account;
• blocking enquiries or communications;
• refusing to publish a listing;
• warning a user;
• reporting serious issues to relevant authorities where appropriate;
• taking any other reasonable step to protect users or JLM Collective.

We may act where we believe it is necessary, even if an issue has not yet been fully proven.

12. No guarantee

JLM Collective aims to support a safer and more reliable letting agency service, but we cannot guarantee every listing, user, property, enquiry, payment or stay.

Users are responsible for making their own checks and decisions before entering into any arrangement.

Nothing in this policy is intended to replace a user's own judgment, due diligence, legal obligations or contractual responsibilities.

13. Changes to this policy

We may update this Trust & Safety Policy from time to time.

The updated version will be posted on this page with a new "Last updated" date.

14. Contact us

For trust and safety concerns, contact: