Draft — not yet reviewed by a lawyer
Acceptable use
Last updated 19 October 2026
The short version: be honest about what is in the package, be where you said you would be, and treat the person on the other end like a person.
1. Rules for everyone
- Do not abuse, threaten or harass anyone — a courier, a customer, a recipient, or kkoggo staff.
- Do not discriminate against anyone on any ground.
- Do not use kkoggo for anything illegal.
- Do not attempt to interfere with, probe or overload kkoggo systems.
- Do not impersonate someone else or hold an account in a false name.
2. If you send packages
- Describe the package honestly. Its contents determine whether kkoggo can carry it and what checks apply; distance and selected service determine the fare.
- Do not send anything on the prohibited items list.
- Be at the pickup point when you said you would be.
- Give a real destination and a real number for the recipient.
- Do not open disputes you know to be unfounded.
3. If you carry packages
- Do not open a package, and do not tamper with one.
- Do not ask a recipient for their PIN before arriving, and do not ask them to read it out over the phone.
- Do not complete a delivery you have not actually handed over.
- Record any cash payment through the kkoggo delivery flow. Do not request an unrecorded charge or arrange deliveries off the platform with a customer you met through kkoggo.
- Do not abandon a package you are carrying. If you cannot complete a delivery, escalate it — there is always a person at the end of that path.
- Keep your required identity information current and respond to compliance review.
4. What happens when a rule is broken
Enforcement is a ladder, not a switch. Each step is recorded, each one comes with written reasons, and each one is appealable.
For couriers
| Step | What it means |
|---|---|
| Good standing | The normal state. |
| Warning | Recorded, with reasons, for 30 days. |
| Probation | 30 to 60 days, with the conditions stated. |
| Performance review | A person examines the account and decides what happens next. |
| Suspension | Account paused. Reasons given in writing. |
| Removal | Permanent. Requires a second administrator to review it before it stands. |
For customers
Customers are subject to the same process, with the same right of appeal. Nobody is exempt from the rules because they are the one paying.
| Behaviour | Consequence |
|---|---|
| Repeated late cancellations | Cancellation fees, then restrictions. |
| Repeatedly unavailable at pickup | Account review or temporary booking restriction. |
| Unsupported claims | A warning on the second, a restriction on the third. |
| Attempting to send a prohibited item | Immediate enforcement review. |
| Payment fraud | Account suspended pending investigation. |
| Abuse of a courier or support staff | Warning, then suspension. |
| Confirmed fraud | Account removed. |
5. Money is never a punishment
A courier whose account is warned, restricted, suspended or removed is still paid every amount they have already earned. Withholding earned money as a penalty is not an enforcement measure kkoggo uses, and it is not one we will introduce.
Likewise, a customer under restriction is still refunded anything they are owed. A restriction limits what you can do next; it does not reach backwards into money that has already been settled.
6. Appeals
Every enforcement action can be appealed once. The rules of an appeal are fixed:
- The person who decides your appeal is not the person who issued the action.
- A permanent removal requires a second administrator to review it before it stands.
- You get the outcome in writing, with the reasons for it.
- An appeal is decided within 10 business days.
An appeal can restore an account outright, restore it on probation, uphold the original action, or — where the review turns up something worse — escalate it. All four are real outcomes and we would rather say so.
Awaiting legal input
What happens to an account after removal, and whether it can ever be reinstated.