Acceptable Use Policy

Act honestly and in good faith in everything you do on the platform. Treat other users and our staff with respect and courtesy. Comply with the laws that apply to you — including the Equality Act 2010, the Consumer Rights Act 2015, the Online Safety Act 2023 and the UK GDPR — and give accurate information when you register, list produce, place an order or send a message.

Do not create a false or misleading account, listing or order, impersonate any person or business, or misrepresent who you are. Do not submit false or altered accreditation documents — food hygiene ratings, Red Tractor, organic or other certification schemes — or make fraudulent chargeback or cancellation claims. Never use a payment method that is stolen or that you are not entitled to use.

The messaging tools are for orders, collections and genuine questions. Do not harass, bully, threaten or intimidate anyone; do not use hate speech or language promoting violence or hostility toward any group; do not discriminate against anyone because of a protected characteristic under the Equality Act 2010; and do not persistently contact someone who has asked you to stop.

Do not upload, send or share anything through the platform — in messages, photos, PDFs, product or farm images — that is sexually explicit, graphically violent, promotes self-harm or terrorism, contains malware or other harmful code, infringes someone else's intellectual property, or is otherwise illegal. If we encounter content involving child sexual abuse, we will report it to the Internet Watch Foundation and the National Crime Agency without warning.

Do not scrape, crawl or extract data from the platform with automated tools, probe or interfere with its security, or try to disrupt its availability for others. Do not create additional accounts to evade a restriction, or reverse engineer, decompile or disassemble any part of the platform. Do not use messages or listings to steer customers away from the platform's checkout to avoid the fees that fund it.

Farms must not list counterfeit, stolen, unsafe or recalled goods, or misrepresent the condition, quality, origin or specification of anything they sell. Confirmed orders must be honoured — repeatedly failing to fulfil orders, or using the marketplace to facilitate financial crime, is a serious breach. Customers must not place orders they do not intend to pay for or collect.

Alcohol

Alcohol cannot be listed or sold on FarmShopHub. Vineyards, breweries and distillers may list tours, tastings and vouchers instead.

Knives and other age-restricted items

Knives and other age-restricted products (for example corrosive items under the Offensive Weapons Act 2019) must never be sold to anyone under 18. Farms offering them must comply with age-verification law at the point of sale and on hand-over — and where robust age checks cannot be guaranteed online, such items must be offered for collection only. We may hold any age-restricted listing for review.

Raw drinking milk

Raw (unpasteurised) drinking milk may be listed, but only where the law permits it — which in England means direct sale from the farm under Food Standards Agency rules. It must never be offered for delivery or other distance sale. Farms selling it must be registered with and inspected by the FSA, their herd must meet animal-health requirements, and every container must carry the required health warning. We may ask to see evidence of FSA registration at any time.

Our farm messaging, reviews of new products and admin moderation catch most problems — but they cannot catch everything. If you come across material on FarmShopHub that you believe is inappropriate, harmful or unlawful and we have not removed it, please report it to safety@farmshophub.co.uk with the page, farm or conversation it appeared in. We review reports promptly and may remove content, warn or suspend users, and report serious or illegal material to the relevant authorities. We keep reporters' identities confidential unless the law or a court requires otherwise.

Farm shops own the content they upload, and give us the permission described in the Conditions of Use & Sale to display it. If you believe something on the platform infringes your copyright, send a notice to legal@farmshophub.co.uk including: (1) the work you believe has been infringed; (2) the material in question and where it appears (the page, farm or listing); (3) your contact details; and (4) a statement that you believe, in good faith, that the use is unauthorised and that the information in your notice is accurate — made by you as the rights holder or someone authorised to act for them.

We will review the notice and remove or disable access to the material promptly where the claim appears valid. A farm whose content is removed may send us a counter-notice explaining the basis on which they believe the material is lawful; where there is a reasonable basis, we may restore the content. Accounts that repeatedly infringe others' intellectual property will be terminated.

Breaching this policy may lead, at our discretion, to any of the following: removal of specific content; a formal warning; temporary suspension or permanent termination of an account; for farms, suspension of the farm's listing and its products; cancellation of pending orders with refunds to affected customers; recovery of fees or other amounts owed; and reporting to law enforcement, regulators or other authorities where required.

If your content or account has been actioned under this policy and you believe that was wrong, you can appeal by writing to safety@farmshophub.co.uk with the details. We will review the decision and reply to you.

Questions about this policy, reports of inappropriate material and appeals: safety@farmshophub.co.uk. Copyright takedown notices and other legal notices: legal@farmshophub.co.uk.