KuKu Active Account, Dispute & Suspension Policy

At KuKu, we are committed to maintaining a safe, transparent, and reliable marketplace for all users - including buyers, sellers, and donors. This policy outlines the requirements for maintaining an active account, how disputes are handled, and the circumstances under which accounts may be suspended or terminated.

1. Active Account Requirements

To keep your KuKu account active and in good standing, you must:

  • •Provide accurate, truthful, and up-to-date personal and business information at all times.
  • •Ensure that all listed items comply with KuKu's quality standards, content rules, and applicable laws.
  • •Adhere to all applicable KuKu policies, including but not limited to the Seller Policy, Giveaway Policy, Rental Policy, and Quality Control (QC) Policy.
  • •Follow KuKu's community guidelines and maintain respectful conduct. Harassment, abuse, or inappropriate content is strictly prohibited.
  • •Maintain healthy transaction behavior, including avoiding excessive cancellations, failed pickups, repeated QC rejections, or misuse of platform services.

Failure to meet these requirements may result in warnings, temporary suspension, or permanent account termination.

2. Dispute Resolution

Although all listings are reviewed and approved before going live, disputes may still arise related to quality control outcomes, returns, refunds, or product authenticity. KuKu provides a structured dispute resolution process to ensure fairness.

Raising a Dispute

  • •Buyers must raise disputes within 8 hours of item delivery via the KuKu app or email on support@letskuku.com.
  • •Sellers may dispute QC rejections or failures within 24 hours of receiving notification from KuKu.

Investigation Process

  • •KuKu will review all relevant information, including QC records, listing details, and transaction history.
  • •KuKu may request additional evidence such as photos, receipts, or proof of authenticity.

Resolution

  • •After review, KuKu will issue a final decision.
  • •Possible outcomes include, but are not limited to:
  • •Refund to the buyer
  • •Return of the item to the seller
  • •Re-listing of the item (if applicable)

KuKu's decision is final and binding to ensure platform-wide consistency and fairness.

3. Account Suspension & Termination

KuKu reserves the right to suspend or terminate accounts to protect users and maintain platform integrity.

Grounds for Suspension or Termination

Accounts may be suspended or terminated for reasons including, but not limited to:

  • •Repeated QC failures or consistent misrepresentation of items.
  • •Selling or attempting to sell counterfeit, stolen, or prohibited items.
  • •Fraudulent activity, including false claims, payment manipulation, or excessive chargebacks.
  • •Abusive, threatening, or inappropriate behavior toward KuKu staff or other users.
  • •Repeated policy violations after prior warnings.

Types of Enforcement Action

  • •
    Warning Notice: Issued for minor or first-time violations.
  • •
    Temporary Suspension: Account access is restricted during investigation or as a penalty.
  • •
    Permanent Termination: Account is permanently closed, with no further access to KuKu services.

Appeals

  • • Users may appeal a suspension or termination by contacting support@letskuku.com within 14 days of receiving notice.
  • • Appeals will be reviewed, however KuKu reserves the right to uphold or reverse decisions at its sole discretion.

4. Inactive Accounts

  • •Accounts with no activity for 12 consecutive months may be classified as inactive.
  • •KuKu may archive or delete inactive accounts after providing reasonable notice to the user.

By using KuKu, you acknowledge and agree to comply with this policy. KuKu may update this policy from time to time, and continued use of the platform constitutes acceptance of any changes.