Acceptable Use Policy

Applies to: Everyone who uses Kazi Couriers across all services, parcel delivery and rides (e-hailing). This includes customers, independent-contractor drivers, and anyone accessing the Kazi Admin dashboard. Where this policy conflicts with the Terms of Service, the stricter rule applies.

Published by: Kazi Couriers (Pty) Ltd · CIPC 2026/384369/07. Reporting channel: abuse@kazicouriers.co.za and in-app Help → Report a problem in every Kazi app.

1. Why this exists

Kazi connects three sides of a marketplace, buyers, sellers and drivers, and processes their money. That only works if the platform stays safe, lawful and trusted. This policy is the floor of conduct we require. Breaches result in suspension, removal of listings, withholding of payouts, account termination, or referral to SAPS.

We apply this policy proportionally: a first-time honest mistake gets a warning. Repeat or wilful breaches escalate fast.

2. General rules, everyone

You must not use Kazi Couriers to:

1. Break the law of the Republic of South Africa, or the law of any country where you sit while using the platform.
2. Defraud Kazi, another user, or a driver, including collusion between accounts, account farming, fare evasion, or fake disputes.
3. Harass, threaten, intimidate or discriminate against any user or Kazi staff member on the basis of race, gender, sexual orientation, religion, nationality, disability, or any other protected ground under the South African Constitution and Equality Act.
4. Endanger the safety of drivers, merchant staff, customers, or the public.
5. Misrepresent your identity, using someone else's ID document, licence, banking details, or business registration to sign up.
6. Circumvent platform controls, including disabling geofencing, spoofing GPS, using multiple accounts to defeat suspensions or rating thresholds, scraping the platform, or reverse-engineering the apps or APIs.
7. Bypass the platform for transactions that originated on Kazi, accepting an order through Kazi and then asking the customer to pay off-platform is grounds for immediate termination.
8. Send abusive, threatening, hateful or sexually explicit messages through the in-app chat, support channels, or driver-customer calls.
9. Use Kazi infrastructure for anything other than completing the service, no spam, no political campaigning, no commercial messaging to customers outside of legitimate order communication.

3. Prohibited goods and services

We will not knowingly facilitate the listing, ordering, or delivery of any of the following. Drivers who discover any of these mid-trip must refuse delivery and report via the app.

3.1 Absolutely prohibited

• Illegal drugs and narcotics, including but not limited to Schedule 6/7 substances under the Medicines and Related Substances Act.
• Firearms, ammunition, explosives, and components thereof, even legally owned. Kazi is not a registered firearm-courier service under the Firearms Control Act.
• Live animals, parts of endangered species, and any wildlife product covered by CITES or NEMBA.
• Counterfeit goods, knock-off branded items, fake currency, fraudulent documents, pirated media.
• Stolen property.
• Goods or services that constitute the proceeds, instrumentalities, or facilitation of crime, including money laundering under FICA.
• Child sexual abuse material of any form. We report all reports to SAPS and the Film and Publication Board.
• Hate speech material, as defined by PEPUDA s.10.
• Human remains, organs, blood products, or any biological material outside of properly licensed medical courier channels.
• Bulk cash transport, Kazi drivers are not armoured-cash couriers.
• Sanctioned goods under any active UN, US OFAC, or SA government sanctions list.

3.2 Restricted (allowed only with strict conditions)

If you're not sure whether something falls under 3.1 or 3.2, ask Kazi support before listing it.

4. Customer rules

In addition to the general rules above, customers may not:

• Use stolen, lost, or otherwise unauthorised payment methods.
• File chargebacks for orders that were delivered as described. This is fraud against the merchant and the driver, both of whom have already performed their side of the deal. We contest every fraudulent chargeback with photo + GPS evidence.
• Order alcohol, tobacco or restricted items on behalf of a minor.
• Threaten, abuse, or sexually harass drivers or merchant staff.
• Refuse to take delivery without lawful cause and then claim a non-delivery refund. We see the driver's GPS log and the photo of the attempted handover.
• Repeatedly cancel after a driver has been dispatched.

5. Merchant rules

In addition to the general rules, merchants must not:

• List items they don't have the legal right to sell, or for which they lack the required licence.
• Use stock photography or product photography they don't own or licence.
• Set up multiple merchant accounts to disguise a single business or game ratings.
• Mark orders "ready" before they're actually ready, wasting driver time.
• Substitute items without telling the customer.
• Pressure drivers to break road rules to hit a prep time you set too aggressively.
• Charge VAT if you're not VAT-registered.
• Accept Kazi orders off-platform after the customer has initiated on Kazi.

6. Driver rules

In addition to the general rules, drivers must not:

• Drive under the influence of alcohol, drugs, or any prescription medication that impairs reactions. Zero tolerance.
• Accept a trip while not legally entitled to drive the vehicle (expired licence, suspended licence, unroadworthy vehicle, no third-party insurance).
• Hand restricted goods to anyone who can't or won't produce ID showing they meet the legal minimum age.
• Tamper with delivery packaging. Sealed bags stay sealed.
• Charge customers anything outside of the in-app fee. Tips are at the customer's discretion and 100% to the driver, drivers may not solicit additional cash on arrival.
• Discriminate in accepting offers, accepting only "premium" suburbs while declining township deliveries that look comparable is a violation of our equal-service commitment.
• Share their account with another person.
• Continue working past the platform's safety caps (12-hour max shift, 6-hour rest).
• Take photos of customers or their property beyond the proof-of-delivery photo required by the app.

7. Identity and KYC integrity

You agree that:

• You will provide accurate, current, and complete KYC information during sign-up.
• You will keep it updated, a new licence, change of bank account, or CIPC director change must be updated in-app promptly.
• You will not use someone else's documents.
• We may re-verify your identity at any time, including via a selfie + ID match before reactivating after suspension, or a fresh police clearance certificate request for drivers more than 12 months on the platform.
• We may share KYC data with law enforcement where lawfully required.

8. Reviews, ratings, and reputation

• Ratings must be honest reflections of the experience.
• You may not solicit, buy, or exchange ratings.
• Merchants may not retaliate against customers via the rating system for legitimate complaints.

9. Payment integrity

You agree that you will not:

• Use Kazi for money laundering, layering, or structuring. We monitor for FICA-reportable patterns and file Suspicious Transaction Reports with the FIC when triggered.
• Settle non-Kazi transactions through your Kazi merchant subaccount.
• Reverse a payment after the goods have been delivered, except via the in-app refund flow.
• Escalate to your bank as a first step. Use Help → Dispute an order first, most issues resolve there.

Any user identified attempting payment fraud is permanently banned, and the matter referred to SAPS where the threshold for a criminal report is met.

10. Intellectual property

• Listings, menus, prices, and product descriptions remain the IP of the merchant who listed them. Merchants grant Kazi a non-exclusive, royalty-free licence to use this content solely to operate and market the platform.
• Customers retain rights to anything they upload (delivery photos, reviews) and grant Kazi a non-exclusive licence to display it on the platform.
• The Kazi name, the K logo and wordmark, the orange-and-black brand palette, and the Ndebele triangle accent used in our marketing materials are the property of Kazi Couriers (Pty) Ltd.

11. Reporting violations

If you witness or experience any violation of this policy, report it:

• In-app: Help → Report a problem (every Kazi app).
• Email: abuse@kazicouriers.co.za.
• Phone: the in-app support number, business hours (08:00 to 20:00 SAST).
• Anonymous: you may report anonymously, but providing your identity lets us follow up and protect you if there's retaliation.

For safety emergencies, call SAPS (10111) first, then notify Kazi.

12. Enforcement

Violations are handled in proportion to severity:

Decisions are made by Kazi's Trust and Safety reviewers. You may appeal in writing to appeals@kazicouriers.co.za within 14 days of the action; we aim to respond promptly. POPIA s.71 (right to a human review of automated decisions) applies, if your suspension was triggered by an automated fraud signal, you can request a manual review by a person.

13. Cooperation with law enforcement

We will cooperate with SAPS, the Hawks (DPCI), the FIC, the FSCA, and the Information Regulator (South Africa) when lawfully required to provide information about your use of the platform. We will only disclose what is lawfully demanded.

14. Changes

We may update this policy. Material changes may be flagged in-app or by SMS to active accounts before they take effect.

15. Contact

• General queries / reports: abuse@kazicouriers.co.za
• Information Officer (POPIA): privacy@kazicouriers.co.za
• Appeals: appeals@kazicouriers.co.za
• Post: Kazi Couriers (Pty) Ltd, Polokwane, Limpopo