1) Scope & eligibility

This AUP applies to all use of the Services, including browsing public pages, searching for products, viewing prices, submitting orders, using checkout, creating or accessing an account, submitting reviews, contacting support, using forms, following links from emails or interacting with any other website functionality.

The Services are intended for legitimate retail use by individuals who can form legally binding contracts and, where applicable, by authorised business users acting on behalf of a company or organisation. You must not use the Services on behalf of another person, company or organisation unless you have permission to do so.

• The Services are intended for individuals who can form legally binding contracts. Some tools and products may require you to be 18+.
• You agree to use the Services only for lawful, personal or authorised business purposes and in accordance with this AUP and applicable laws.
• We may introduce additional eligibility requirements for certain features, including high-value orders, trade accounts, bulk purchasing or verification-sensitive transactions.
• You must provide accurate, complete and current information when using the Services, including billing, delivery and contact details.
• You must not impersonate another person, misrepresent your identity or use another person’s details without permission.

Responsibility for your access

You are responsible for all activity carried out using your device, connection, account or login details. If you create an account, you must keep your password secure and notify us promptly if you believe your account has been accessed without permission.

Use from outside the United Kingdom

You may access the Services from outside the United Kingdom, but you are responsible for ensuring that your access, purchases and use of products are lawful in your country or region. Product availability, delivery options and payment options may vary depending on your location.

2) Fair use & automated access

The Services are provided for normal human browsing, product research, customer support and purchasing. You must use the website in a fair, reasonable and proportionate way that does not overload our systems, interfere with other customers, bypass technical controls or extract website content in a way that harms Tolvia or our partners.

Automated access is restricted because excessive automated activity can affect website performance, distort analytics, create inaccurate stock data, interfere with checkout, increase fraud risk and place unnecessary load on our infrastructure.

Fair usage: We may throttle, block, restrict, suspend or revoke access that materially impacts website stability, security, payment processing, stock accuracy, fraud prevention or other users’ experience.

Examples of unfair use

Unfair use may include repeatedly refreshing product pages at high speed, using scripts to test discount codes, creating automated carts, submitting excessive form requests, repeatedly attempting failed payments, using rotating IP addresses to avoid detection or using browser automation to copy site content.

Technical controls

We may use rate limits, bot detection, firewalls, CAPTCHA tools, logging, device checks, IP blocking, account review, payment screening and similar technical measures to protect the Services. You must not attempt to bypass, disable, manipulate or interfere with these controls.

3) Security, integrity & research

You must not use the Services in a way that compromises, attempts to compromise or tests the security, integrity, availability or confidentiality of our website, systems, users, accounts, payment flows, databases, hosting environment or third-party service providers.

• Introducing malware, spyware, keyloggers, cryptominers, backdoors, ransomware, worms, trojans or similar harmful code.
• Probing, scanning, penetration testing or testing the vulnerability of the Services without prior written authorisation.
• Attempting to access accounts, customer data, order data, payment data, admin areas, databases, logs or systems without permission.
• Credential stuffing, brute force attacks, password spraying, session hijacking, token theft or other unauthorised authentication attempts.
• Tampering with checkout, pricing, coupons, referral programs, order totals, delivery charges, product availability or shipment labels.
• Attempting to reverse engineer, decompile, modify or interfere with website code, plugins, scripts, checkout systems or security functions.
• Using compromised devices, proxies, botnets, anonymisation networks or other infrastructure for abusive or suspicious activity.

Good-faith research

If you believe you have discovered a security issue, notify us privately at info@tolvia.co.uk. Your report should include enough detail for us to understand and investigate the issue, but you must not exploit the issue, access data that is not yours, disrupt the Services, modify data or publicly disclose details until we confirm a fix or grant permission.

Good-faith reporting does not give permission to perform intrusive testing, social engineering, denial-of-service testing, physical attacks, malware deployment, phishing or access to personal data. We reserve the right to determine whether activity is unauthorised or harmful.

Security of your own account

You should use a strong password, avoid reusing passwords across services and keep your contact information up to date. If you believe your account, email address or payment information has been compromised, you should contact us and your payment provider promptly.

4) Payments & fraud

Payment and checkout functionality must be used only for genuine purchases made with authorised payment methods. We take payment fraud, identity misuse, refund abuse and chargeback abuse seriously because such activity harms customers, merchants, payment providers and the integrity of the Services.

• Using stolen cards, unauthorised payment instruments, compromised accounts or falsified identities.
• Submitting incorrect billing details, false delivery addresses, misleading contact information or fabricated customer details.
• Chargeback abuse, refund abuse, return fraud, false non-delivery claims or submitting fraudulent claims.
• Interfering with anti-fraud checks or submitting misleading information to bypass payment, identity, delivery or risk controls.
• Attempting repeated payments using different cards, accounts, names or addresses to bypass a declined transaction.
• Using promotions, refunds, vouchers or store credits in a dishonest, automated or abusive way.
• Using the Services to test whether card numbers, credentials or payment methods are valid.

We may require additional verification for high-value, unusual or high-risk orders. This may include confirming identity, billing information, delivery details, payment authorisation or other information reasonably needed to prevent fraud and protect customers.

Order review and cancellation

We may delay, hold, cancel or refuse an order where we reasonably suspect fraud, unauthorised payment use, suspicious activity, incorrect information, misuse of promotions, breach of this AUP or a risk to Tolvia, our customers or our payment partners. If an order is cancelled after payment has been taken, any refund due will normally be returned to the original payment method.

Cooperation with payment providers

We may share relevant order, payment, fraud and delivery information with payment processors, acquiring banks, card schemes, fraud prevention providers, delivery partners, professional advisers or law enforcement where necessary and lawful to investigate suspicious activity, resolve disputes, prevent misuse or comply with legal obligations.

5) Content, IP & reviews

The content available through the Services is provided for browsing, shopping and customer information purposes. This includes product descriptions, images, graphics, icons, videos, layout, branding, text, downloadable materials, website structure, code, databases and other materials.

• Copying, reproducing, framing, mirroring, hotlinking, scraping or redistributing our content, images, videos, trademarks, product descriptions or datasets without permission, except as permitted by law.
• Uploading, posting or transmitting unlawful, defamatory, obscene, abusive, threatening, hateful, discriminatory, misleading, fraudulent, infringing or otherwise harmful material.
• Astroturfing, fake reviews, undisclosed paid endorsements, incentivised reviews without disclosure or manipulating ratings.
• Posting reviews for products you have not purchased or used, or submitting reviews on behalf of another person without permission.
• Using Tolvia branding, logos, product content or website screenshots in a way that suggests endorsement, partnership or official approval without our written consent.
• Removing copyright notices, watermarks, ownership notices or other rights information from content.

All site content is owned by Tolvia, FERNROCK LIMITED, our suppliers, manufacturers, licensors or other relevant rights holders and is protected by intellectual property laws. See our Terms & Conditions for further licence details.

Customer reviews and submissions

If the website allows you to submit reviews, comments, feedback, images, questions or other content, you must ensure that your submission is truthful, lawful, relevant and based on your own genuine experience. You must not include personal data of others, offensive material, promotional spam, competitor advertising, misleading claims or content that infringes third-party rights.

We may moderate, reject, remove or edit user-submitted content where we reasonably believe it breaches this AUP, our Terms, applicable law, platform rules or standards of fairness and accuracy. We are not required to publish any user-submitted content.

Third-party rights

Product names, supplier names, manufacturer names, logos and trademarks may belong to their respective owners. Their presence on the website does not imply a direct partnership, sponsorship or endorsement unless we expressly state otherwise.

6) Privacy, data & monitoring

We process personal data in accordance with our Privacy Policy and use cookies and similar technologies as described in our Cookie Policy. These documents explain how we collect, use, store and protect personal information connected with website use, orders, payments, customer support and security.

• We process personal data per our Privacy Policy and use cookies as described in our Cookie Policy.
• We may use technical measures such as logging, rate-limiting, fraud screening, threat detection, analytics, firewall rules and security monitoring to protect the Services and users.
• Do not upload, submit or disclose others’ personal data without a lawful basis and consent where required.
• Do not use the Services to harvest, collect, scrape, infer or compile personal data about other users, customers, staff or third parties.
• Do not attempt to access order details, account details, payment status or support communications belonging to another person.

Monitoring for safety and security

To keep the Services safe, we may monitor activity such as login attempts, checkout behaviour, IP addresses, device signals, traffic patterns, payment attempts, suspicious requests and abuse indicators. This monitoring is used to prevent fraud, protect website performance, enforce this AUP, investigate misuse and comply with legal obligations.

Misuse of personal data

You must not use the Services to submit false personal data, impersonate others, collect data unlawfully, send unsolicited marketing, publish private information or otherwise violate privacy rights. If we believe personal data has been misused through the Services, we may restrict access, remove content, investigate the matter and report it where appropriate.

7) Compliance, sanctions & export

You must use the Services in compliance with all applicable laws and regulations, including consumer protection, data protection, intellectual property, payment, anti-fraud, sanctions, export control, customs, tax and product safety requirements.

• Do not use the Services where prohibited by law, including applicable sanctions or export controls.
• You are responsible for complying with local laws relevant to your use, purchases, importation, delivery, possession and use of products.
• You must not use the Services to purchase, receive or redirect goods in a way that breaches trade restrictions, customs rules or legal requirements.
• You must not provide false information about your identity, location, intended delivery destination or intended use of products.

Restricted destinations and persons

We may refuse, cancel or hold orders where we reasonably believe that fulfilling the order may breach sanctions, export controls, import restrictions, payment rules, legal obligations or our internal compliance standards. This may include orders involving restricted jurisdictions, restricted persons, freight forwarding risks or inconsistent delivery information.

Product compliance and safe use

Some products may be subject to age restrictions, safety warnings, manufacturer instructions, compatibility requirements, product standards or local laws. You are responsible for reading all product information and using products only for lawful and safe purposes.

8) Enforcement & consequences

If we reasonably believe that you have breached this AUP, our Terms & Conditions, another website policy or applicable law, we may take action to protect the Services, customers, partners and our business. The action we take will depend on the nature, severity and frequency of the breach.

• We may suspend or terminate access, cancel orders, remove content, apply technical blocks, limit account functionality or report unlawful activity to authorities.
• We may seek civil or criminal remedies for serious, harmful, fraudulent, unlawful or repeated violations.
• We may modify, limit or disable abusive integrations, scripts, sessions, accounts, IP addresses, devices or API keys without notice where necessary to protect the Services.
• We may refuse future orders where there is a history of fraud, chargeback abuse, threatening behaviour, false claims, misuse of returns or breach of this AUP.
• We may preserve records and share relevant information with payment providers, delivery partners, hosting providers, professional advisers, regulators or law enforcement where lawful and necessary.

No obligation to monitor everything

While we may monitor activity for security, fraud prevention and operational purposes, we are not required to monitor all use of the Services or all user-submitted content. Failure to take immediate action in one situation does not prevent us from taking action later or in another situation.

Appeals and support

If you believe your access, order or content was restricted in error, you may contact us at info@tolvia.co.uk. Please include relevant details such as your order number, account email, date of issue and a clear explanation. We will review the matter where appropriate, but we are not required to reinstate access, publish content or accept orders where we continue to identify risk.

9) Changes to this AUP

We may update this AUP from time to time to reflect changes in our Services, security practices, legal obligations, fraud prevention measures, website functionality or business operations. Material changes will be indicated by a new “Last updated” date and, where appropriate, additional notice on the website or through other communication channels.

The version of this AUP available on the website at the time you use the Services will apply to that use. Continued use of the Services after an update means that you accept the updated AUP. If you do not agree with any changes, you should stop using the Services.

10) Contact

If you have questions about this AUP, want to report suspected misuse, believe your account or payment information has been compromised, or need to contact us about a security concern, please use the details below.

Questions about this AUP? Contact Tolvia Support:
Phone: +44 7463 590260 (Mon–Fri, 9:00–18:00 UK time)
Email: info@tolvia.co.uk
Address: FERNROCK LIMITED, Academy House, 11 Dunraven Place, Bridgend, CF31 1JF, United Kingdom
Governing law: England & Wales.