Acceptable Use Policy

Keni provides store-building and business software. Merchants accept payments from their customers through their own payment provider account, such as their own Paystack or Payfast account, which they connect to their Keni store. Customer payments are settled directly to the merchant by the payment provider. Keni does not receive, hold or pay out customer money.

Because of this, every merchant must also follow the terms and prohibited business rules of the payment provider they connect, and complete that provider's identity and business verification.

You may not use Keni to sell, offer, promote or facilitate:

1. Anything illegal in South Africa, or in the place where the customer is located.
2. Narcotics, controlled substances, drug paraphernalia, or unregistered medicines, including prescription-only medicines sold without the required authorisation.
3. Firearms, ammunition, explosives, or parts and accessories used to make them.
4. Counterfeit, replica or stolen goods, or any product that infringes someone else's intellectual property.
5. Adult or sexually explicit content or services, and escort services.
6. Gambling, betting, lotteries or games of chance, unless licensed by the relevant South African gambling authority.
7. Cryptocurrency trading, exchanges, or crypto investment schemes.
8. Unlicensed financial services, including loans, credit, debt collection or investment advice without the required FSCA or NCR registration.
9. Pyramid schemes, Ponzi schemes, multi-level marketing that relies mainly on recruitment, or "get rich quick" offers.
10. Tobacco and vaping products sold to anyone under 18, or alcohol sold without a valid liquor licence.
11. Wildlife products, human remains or body parts.
12. Hate speech, or content that promotes violence, terrorism or discrimination.
13. Goods or services that your payment provider prohibits, even if they are not listed here.

You may not:

• Giving false or misleading information about your identity, business, products, prices or delivery times.
• Taking payment for goods or services you do not intend to deliver.
• Impersonating another person, business or brand.
• Using Keni for phishing, fraud or money laundering, or to take payments on behalf of another business.
• Using AI features to create content that depicts a real person without their permission, or that is designed to deceive.
• Collecting customers' personal information for any purpose other than fulfilling their order or booking, or handling it in breach of POPIA.
• Sending spam or marketing to people who have not agreed to receive it.
• Uploading malware, or trying to access other merchants' stores, data or accounts.
• Interfering with, overloading or reverse-engineering the Keni platform.

Every merchant must:

• Describe their products and services accurately, and show the full price, including any delivery costs, before payment.
• Show their contact details and a clear refund, returns and cancellation policy on their store, in line with the Consumer Protection Act and the Electronic Communications and Transactions Act.
• Fulfil the orders and bookings they accept, and respond to customer complaints within a reasonable time.
• Handle refunds, chargebacks and disputes raised by their customers through their payment provider.

If we believe a store breaks this policy, we may, with or without notice:

• remove the content or listings involved;
• take the store offline;
• suspend or close the account; and
• report the activity to the merchant's payment provider or to law enforcement.

Where appropriate, we will tell the merchant why we acted and give them a chance to respond.

To report a store that breaks this policy, email team@keni.co.za or use Report Issue at the bottom of this page. Include the store's link and a short description. We review every report and act on it promptly.

We may update this policy. The latest version is always on this page, and the "last updated" date above shows when it last changed.