Content Guidelines

These guidelines cover everything people post on MatchPadd: agents' Stories (the video, what is said in it, the caption, and the tags) and comments from buyers and agents. They sit alongside our Terms of Service, which have zero tolerance for objectionable content and abusive users. Agents must accept these guidelines before posting Stories, and again whenever we update them.

Stories are real estate advertising, so the federal Fair Housing Act and state and local fair housing laws apply to them. Advertising may not show a preference, limitation, or discrimination based on race, color, religion, sex (including sexual orientation and gender identity), national origin, familial status, or disability, or on any other characteristic protected where the property is located.

Describe the property and its features, not the people you think should live there. This applies to what you say on camera as much as to the caption.

• Only post a Story about a listing if you are the listing agent of record, on the listing agent’s team, or an authorized brokerage admin.
• Follow your brokerage’s and your MLS’s advertising rules, including any required brokerage identification.
• Remove or update a Story when the listing goes under contract, sells, or comes off the market if it would otherwise mislead buyers.

• Price, size, features, and condition must be accurate and current.
• Don’t edit video in a way that misrepresents the property, such as hiding damage or showing a different property.
• Clearly label staging, renderings, or virtual tours that don’t show the home as it is today.

• Get permission from anyone identifiable in your video, including sellers, tenants, and neighbors.
• Don’t show personal information such as mail, documents, license plates, or family photos.
• Use original audio only. Stories don’t support added music, and you may not use music, video, or images you don’t own or have the rights to.

• Discriminatory, hateful, or harassing content, including in comments.
• Sexual content or nudity.
• Graphic violence, threats, or content that encourages illegal activity.
• Spam, scams, misleading offers, or content unrelated to real estate.
• Impersonating another person, agent, or brokerage.

Anyone can report a Story or comment from the app: tap the menu on a Story, or the ⋯ next to a comment. Buyers can block an agent, which hides that agent's Stories, stops all contact, and ends any agent connection. Blocks can be undone in Profile > Blocked. We review reports within 24 hours and act on reports of discrimination or illegal content first.

Depending on how serious and how frequent a violation is, MatchPadd may:

• Remove the Story or comment.
• Issue a warning or a strike on the agent’s account.
• Suspend Story publishing for the agent.
• Suspend or close the account.

We email the agent each time we act, with the reason. Serious violations, especially discrimination, can lead straight to suspension without a prior warning.

If you think we got it wrong, reply to the email we sent you or write to support@matchpadd.com within 14 days. Tell us which Story or comment it was and why. Where possible, someone other than the person who made the original decision reviews the appeal, and we'll email you the outcome.