1) Absolutely prohibited products (immediate suspension)
The merchant is prohibited from listing, selling, or promoting any products or services that are illegal, violate regulations, affect public safety or morals, or involve fraud or fraud. The absolute prohibition includes any products that are stolen, of unknown origin, counterfeit, counterfeit, or in violation of trademarks, intellectual property rights, or copyrights. It is prohibited to include any materials or products that are regulatory prohibited (according to applicable laws) or any materials that require special permits that the merchant does not have. It is prohibited to sell any products that contain offensive content, incite hatred, discrimination, violence, or violate public values. It is prohibited to sell any products that may be used for harmful or fraudulent purposes or pose a clear danger to users or delegates during transportation. It is prohibited to include links, media, or digital files that contain malicious software, exploits, or protected materials without a license. It is prohibited to offer any “service” aimed at circumventing systems, money laundering, evasion, forgery, or impersonation. The merchant assumes full responsibility for any damages, legal consequences, or claims arising from the attempt to list these products even if they are not actually sold. The platform has the right to immediately suspend without warning upon serious suspicion, and then continue the investigation based on the available records and evidence. The platform does not bear any responsibility for the trader's losses resulting from suspension due to prohibited violations.
2) Restricted/regulated products (allowed under licensing and verification conditions)
Some products may be “restricted” or “regulated” and require a license or special requirements to be sold, delivered or advertised. The merchant is obligated not to list any restricted product except after submitting the licensing documents to the platform, reviewing and approving them in an official and documented manner. Restricted products include, but are not limited to, those that require health or municipal authorization, special approvals, age requirements or mandatory warnings. The Merchant must fully comply with any restrictions on age range, warnings, method of presentation, method of delivery or style of packaging. The Merchant is obligated to accurately state restricted product information (ingredients/warnings/health/allergens/validity/source) if it is regulatory required or necessary for user safety. The platform has the right to request updating the documents periodically or upon expiration of the license, and to immediately suspend the sale of the product upon expiration or unavailability of updated documents. If a restricted product is discovered to be sold without approval, the platform has the right to disable the store and take compensation/reporting measures as necessary. The platform does not bear any legal responsibility for the merchant's violation of regulatory conditions, and the responsibility lies entirely with the merchant. The merchant is obligated to fully cooperate in any audit or request for information from the competent authorities within the limits of the law. Any attempt to circumvent a “restricted product” through an alternative label or a different image will be considered a serious violation and an immediate suspension.
3) Food and perishable products standards (strict safety)
The merchant in food and perishable products is obligated to follow food safety, storage, preparation, packaging and transportation standards in a way that prevents contamination or spoilage. It is prohibited to sell food that has expired, of unknown origin, or that has been stored in unsafe ways or that do not comply with requirements, and this is considered a serious violation. The meal or food product must be as described, with any sensitive ingredients or common allergens stated as much as possible within the product description. The dealer is committed to tight packaging, using appropriate heat/cold containers, and adding insulators/specialized bags when needed. The Merchant is obligated to provide the food items or add-ons that were actually ordered within the application, and not to delete them without notice or a clear alternative. When self-collecting, the merchant remains responsible for the safety of the order until the moment of delivery to the correct user within the store. Any health damage, complaints of poisoning, spoilage or abnormal odors will be treated as a high-risk report and may result in immediate discontinuation of the product/department. The platform has the right to request documentation of preparation procedures, a safety record, or any operational proofs when there are repeated complaints. The platform does not bear responsibility for the quality or safety of food, and the responsibility remains entirely with the merchant. The merchant is obligated to compensate for any damages in accordance with the law and according to the results of the investigation and available records.
4) Image and description policy and prevention of misleading
The images must be real and represent the final product. It is prohibited to use overly beautified images or non-conforming images that may mislead the user. It is prohibited to hide essential information about the product, such as the actual size, ingredients, restrictions, or any condition that affects the purchasing decision. It is prohibited to list multiple products under one product in a misleading manner or to use inaccurate titles to “sell requests” and then offer something different. It is prohibited to include items in the photos that are not present in the actual product (such as add-ons, sauces, or sizes not included in the price) without explicit explanation. The merchant is obligated to update the pictures and description as soon as the product, its components, size, price, or method of presentation changes. The platform has the right to modify the display format or request the reorganization of products to reduce distractions and ensure a clear purchasing experience for the user. In the event of repeated complaints of misinformation, the platform has the right to reduce the visibility of the store or stop it in accordance with the KPI policy in Appendix (2). The merchant bears responsibility for any claims or damages arising due to misrepresentation or product discrepancy. The platform is not responsible for the accuracy of the images/description because they are presented as a display platform, and the responsibility lies entirely with the merchant. Any systematic manipulation of the offer is considered a serious violation and may lead to permanent suspension.
5) Mechanism for reporting, auditing and punitive measures
The platform reserves the right to receive reports from users and representatives about prohibited/restricted products or hazardous quality, and to open an internal investigation based on the records. The Platform may disable a product or department immediately as a precaution when there is a potential safety risk, without waiting for the investigation to be completed. The merchant is obligated to cooperate during the investigation and provide accurate information, and any abstention or provision of misleading information is considered grounds for increased punishment. Possible actions include: deletion of a product, disabling a section, official warning, restriction of appearance, temporary suspension, permanent suspension, and/or referral to the appropriate authorities, as the case may be. The platform has the right to temporarily suspend financial settlements if this is necessary to prevent losses or to cover existing legal claims or disputes, within the limits of the law and agreements. The platform does not bear responsibility for trader losses resulting from suspension/stoppage due to proven violations or strong suspicions supported by records. System data (requests, images, descriptions, update logs, reports) are relied upon as the basis for verification. The merchant has the right to file a grievance through official channels within a reasonable period, and the response will be made in accordance with the internal policy and the results of the investigation. Any repeat violations double the penalty and often lead to permanent suspension to protect users and the platform's reputation. Legal compliance remains entirely the merchant's responsibility, and whether the system allows a product to be listed is no legal guarantee of its authenticity.
