Acceptable use policy

1. How everyone must behave

• Breaking the law, or helping anyone else to
• Defrauding, deceiving or misleading anyone
• Harassing, threatening, bullying or abusing anyone
• Pretending to be another person, a brand, a seller or LiveSoko staff
• Collecting other people’s details or contacting them off LiveSoko

2. What cannot be sold

• Firearms, ammunition, explosives, fireworks and weapons
• Drugs, including bhang, and drug paraphernalia
• Prescription or unregistered medicines and devices; remedies that claim to cure disease
• Shisha, and tobacco or alcohol without a valid licence
• Counterfeits, replicas and pirated software, music, films or books
• Stolen goods, or anything you have no right to sell
• Ivory, wildlife trophies, bushmeat and protected species
• Poisons, hazardous chemicals, unregistered pesticides and recalled goods
• Currency, identity documents, SIM cards in someone else’s name, lottery tickets, crypto and investment schemes
• Spyware, hacking tools and signal jammers
• Adult content or sexual services
• Anything promoting terrorism, hate or violence
• Single-use plastic carrier bags, and anything else Kenyan law bans

Allowed only with the right licence

Over-the-counter medicines, supplements and medical devices (PPB), animal medicines (VMD), seeds (KEPHIS) and agricultural chemicals (PCPB): a seller must send us the licence, and we must approve it, before anything in those categories can be listed. Food and cosmetics (KEBS) and phones and electronics (Communications Authority type approval) must meet those standards too. Used items must be described with every defect shown. Age-restricted items must never be sold to anyone under 18. We may ask a seller to show a licence at any time.

3. Listings

• List only what you have, and can send in the dispatch time you set
• Use your own photos and video of the real item, defects included
• Pick the right category and an honest title, without other brands’ names to catch searches
• Show the full price: no hidden fees, fake “was” prices or fake countdowns
• Keep phone numbers, links, social handles and payment details out of listings, videos and chat

4. Live streams, videos and chat

Streams are for showing and selling products. What a seller says on camera is part of the product’s description. No nudity, violence, hate speech or political campaigning, no one filmed without their consent (and a guardian’s, for children), no music you do not have the rights to, and no fake buyers to create urgency.

In chat and reviews, be respectful and stay on topic. Reviews must be genuine and about something you bought here. Never offer or accept anything in return for a review.

5. Payments and fraud

• Asking for, or making, payment outside the LiveSoko checkout
• Using a card, M-Pesa or bank account that is not yours
• Ordering with no intention to pay or collect
• False returns or disputes, or sending back a different item
• Several accounts to abuse coupons or free delivery
• Moving money that is not for a genuine sale

6. The platform itself

No scraping or automated copying, no probing for weaknesses, no malware, no flooding the site, no getting around sign-in or limits, and no bots to buy, like, watch or review. Found a security problem? Tell us through contact and we will work with you on it.

7. Reporting and copyright

Use “Report” on any listing, stream, video, message or review. Reports are confidential. If a listing uses your trademark or copyright, send us your details, the right you hold, links to the listings, and why they infringe. We act on valid notices quickly and suspend sellers who infringe repeatedly.

8. What we do about it

Depending on how serious it is, we may warn you, remove content, end a stream, limit features, cancel orders and refund buyers, hold payouts while we investigate, close the account, or report the matter to the authorities. Where there is a risk of harm or fraud we act first and explain after.

You can appeal within 14 days through contact. Someone who was not involved in the first decision reviews it and replies within 14 days.