Legal

Acceptable Use Policy

Effective from: 2026-05-09
Last updated: 2026-05-09

This Acceptable Use Policy ("AUP") sets out what you can and cannot do when using the Mackro mobile app, the website at mackro.co.uk, and any related services (together, the "Service").

This AUP is part of our Terms of Service. Words defined in the Terms of Service have the same meaning here. Breach of this AUP is a breach of the Terms of Service.

If you have questions or want to report a violation, contact us at support@mackro.co.uk.

In short

• Don't use Mackro to harm other people.
• Don't use Mackro to break the law.
• Don't try to break Mackro itself.
• If you're a coach, be honest about your credentials and don't promote anything dangerous.
• We will give you the benefit of the doubt for honest mistakes. Repeated or serious breaches end with your account being closed.

What you must not do

Harm to other users

You must not use the Service to:

• Harass, abuse, threaten, defame, intimidate, or stalk anyone
• Promote violence, self-harm, or suicide
• Send messages designed to demean, humiliate, or isolate another user (including weight-based, body-based, or appearance-based abuse)
• Coerce or manipulate another user, especially in the coach-client relationship
• Share another person's private information without their consent
• Impersonate another person — coach, client, employee of Mackro, or anyone else

Unlawful use

You must not use the Service:

• For any unlawful purpose or to facilitate any unlawful activity
• To distribute illegal content (including content that infringes third-party intellectual property, defames anyone, or breaches anyone's privacy)
• To breach any anti-money-laundering, anti-bribery, sanctions, or export-control law
• To promote, market, or sell controlled substances, prescription medication, or unlicensed supplements
• In violation of the laws of any jurisdiction in which you are located, or in which the recipients of your content or messages are located

Disordered eating and harmful diet practices

You must not use the Service to:

• Promote, glorify, or encourage eating disorders, including anorexia, bulimia, or binge eating disorder ("pro-ana", "pro-mia" content is prohibited regardless of framing)
• Promote unsafe weight-loss techniques (such as starvation diets, purging, dangerous use of laxatives, or extreme calorie restriction beyond established safe limits)
• Set goals for clients that fall below recognised medical safety thresholds (for example, sustained calorie targets below 1,200/day for women or 1,500/day for men without explicit clinical context that justifies it)
• Recommend prescription weight-loss or appetite-suppressant medication unless you are professionally licensed to do so in the user's jurisdiction
• Use the Service to enable or normalise patterns of eating that meet diagnostic criteria for an eating disorder

We take this category seriously. Breaches here are typically actioned without prior warning.

Misuse of the platform

You must not:

• Spam other users (mass unsolicited messaging, repeated unwanted contact)
• Scrape, crawl, or extract data from the Service in bulk, by any means
• Use automated tools (bots, scripts) to interact with the Service except via documented APIs we explicitly provide
• Attempt to defeat, disable, or circumvent any security feature, rate limit, AI cost-protection mechanism, or access control
• Reverse engineer, decompile, or disassemble the app or the Service except to the extent the law expressly permits notwithstanding this restriction
• Probe, scan, or test the vulnerability of the Service without our prior written authorisation (security researchers — see below)
• Introduce malware, viruses, worms, or any code intended to disrupt or damage the Service or other users' devices
• Use the AI photo recognition feature for purposes other than identifying food (for example, attempting to identify people, places, documents, or other non-food objects)
• Use the Service to develop a competing product
• Sell, sublicense, or share access to your account with anyone else

Coach-specific rules

If you use the Service as a coach, you additionally must not:

• Misrepresent your professional qualifications, credentials, certifications, or experience
• Claim to be employed by, partnered with, or endorsed by Mackro
• Take payment from your clients for nutrition coaching services through any mechanism that bypasses our platform billing in a way intended to evade our subscription tiers (you may bill clients separately for services you provide outside Mackro — that is your business)
• Promise medical, dietetic, or therapeutic outcomes you are not professionally qualified to deliver
• Diagnose medical or psychological conditions through the platform
• Pressure clients into purchasing supplements, products, or services from you outside the scope of nutrition coaching, in a way that exploits the coach-client trust relationship
• Share clients' data with anyone outside the platform without the client's explicit consent
• Onboard a client under the age of 16
• Use a single coach account to serve clients of multiple coaches (each coach must have their own account)

Content and communications

User-generated content (food logs, photos, messages, notes, recipes) must not:

• Be illegal in any applicable jurisdiction
• Infringe anyone's intellectual property rights
• Contain personal data of third parties without their consent
• Contain sexually explicit material, particularly involving anyone under 18
• Contain content that sexualises minors in any way (this is a hard floor — we report to the relevant authorities)
• Contain hate speech, slurs, or content that promotes hostility based on race, religion, sex, sexual orientation, gender identity, disability, or other protected characteristics
• Contain personal threats or specific incitement to violence

Reporting violations

If you see something that breaches this AUP, report it:

• In the app: every chat thread and every coach profile has a Report button. Use it. The report goes to our trust and safety queue.
• By email: if it's something the in-app report flow doesn't cover (for example, an external website impersonating Mackro), email support@mackro.co.uk with as much detail as you can.

We aim to acknowledge reports within 1 business day and investigate within 5 business days, faster for urgent safety issues. We will not share your identity with the reported user except where legally required.

What happens if you breach this AUP

We take a graduated approach for most breaches, but we reserve the right to skip steps for serious or repeated violations, or where required by law.

For most breaches:

1. First minor breach — we contact you to explain what's wrong and ask you to stop or remove the offending content.
2. Repeated minor breach or first material breach — we suspend your account temporarily (typically 7–14 days) while we investigate.
3. Serious or repeated material breach — we close your account permanently. For coaches, this also affects access to data linked clients have shared with you.

Without prior warning, we may immediately suspend or close accounts for:

• Any breach involving harm to children or content sexualising minors (always reported to relevant authorities)
• Promoting or glorifying eating disorders or self-harm
• Active and credible threats of violence
• Clear evidence of credential fraud (a coach claiming qualifications they do not hold)
• Repeated abuse of other users despite prior warnings
• Material breach of law that places other users or Mackro at legal risk

We may also report breaches to relevant authorities where the law requires us to do so (or where we judge the public interest justifies it).

Closing your own account

If you breach this AUP, you cannot avoid consequences by deleting your account first. We may retain a record of the breach and the closure decision (without retaining your personal data beyond what is needed for the legal record) so that re-registration can be detected and prevented.

Security researchers

If you are a security researcher and you discover a vulnerability in the Service, please:

• Report it to security@mackro.co.uk with enough detail for us to reproduce
• Give us reasonable time to fix it before disclosing publicly (we aim for 90 days)
• Avoid testing in ways that affect other users' data or service availability

We will not pursue legal action against researchers who follow these guidelines in good faith.

Changes to this AUP

We may update this AUP from time to time. The "Last updated" date at the top reflects the most recent change. Material changes will be communicated through an in-app notice or email at least 30 days before they take effect.

The latest version is always available at mackro.co.uk/acceptable-use.

Contact

For AUP questions, reports, or appeals:

Email: support@mackro.co.uk
Security: security@mackro.co.uk
Post: MACKRO LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ