Privacy Policy

Last updated: December 18, 2025

 
 

Policy Outlines

1. General Use Policies

• Terms of Service
  
• Acceptable Use Policy
  
• Privacy and Data Protection Policy
  
• User Registration & Account Management Policy
  
• User Verification and KYC Policy
  
• Platform Availability and Access Policy
  

2. Content Creation & Engagement Policies

• Community Guidelines & Content Moderation Policy
  
• Creator Monetization & Virtual Rewards Policy
  
• Intellectual Property & Copyright Policy
  
• Affiliate Marketing and Commission Policy
  
• Live Streaming Conduct Policy
  
• Group Chat & Community Management Policy
  
• Influencer Conduct and Endorsement Policy
  

3. Marketplace & Commerce Policies

• Merchant & Artisan Onboarding Policy
  
• Product & Service Listings Policy
  
• Marketplace Transactions & Dispute Resolution Policy
  
• Return, Refund, and Cancellation Policy
  
• Payment & Payout Policy
  
• Pricing and Promotions Policy
  

4. Logistics & Delivery Policies

• Delivery Agent & Courier Conduct Policy
  
• Pickup & Drop-Off Points Operation Policy
  
• Delivery Timeliness and Reliability Policy
  
• Fleet & Vehicle Management Policy
  
• Dispatch Hub & Warehousing Policy
  

5. Advertising & Promotion Policies

• Advertising & Media Partnerships Policy
  
• Brand Sponsorship and Co-Branding Policy
  
• Transparency in Advertising & Promotions Policy
  

6. Financial Transactions Policies

• Mobile Money and Payment Gateway Usage Policy
  
• Data Gifting and Promotional Incentives Policy
  
• Financial Fraud Prevention & Anti-Money Laundering (AML) Policy
  

7. Data Privacy & Security Policies

• User Data Collection and Usage Policy
  
• Data Gifting Tracking & Accountability Policy
  
• Security Breach and Incident Response Policy
  

8. Partnerships & Reselling Policies

• Subscription Agents & Reseller Policy
  
• Partnership Agreements and Contracts Policy
  
• Commission & Revenue Sharing Policy
  

9. Customer Engagement & Interaction Policies

• Customer Communication & Chat Interaction Policy
  
• Customer Ratings & Reviews Policy
  
• Real-time Interaction & Customer Service Policy
  

10. Platform Compliance & Regulatory Policies

• Compliance with Local Laws & Regulations Policy
  
• Platform Audit & Compliance Policy
  
• Cross-border Transactions and Multi-country Operations Policy
  

 
 

General Use Policies

 
 

Section 1: General Use Policies

1.1 Terms of Service

Acceptance of Terms

• By creating an account, accessing, or using Go Supa services, users explicitly agree to comply with these Terms of Service.
• Updates to these terms will be communicated via email and prominently displayed notifications within the app; users must review and accept revised terms to continue using the platform.

Account Eligibility

• Users must be at least 16 years old to register. Users aged between 16 and 18 years must provide explicit parental or guardian consent, validated via official documentation (e.g., guardian’s ID verification and consent letter).

Account Security & User Responsibility

• Users must implement and maintain secure passwords (minimum 8 characters, including alphanumeric and special characters).
• Two-factor authentication (2FA) is mandatory for merchants, influencers, delivery agents, service providers, and affiliates.
• Users are solely responsible for account security. Go Supa is not liable for unauthorized access resulting from compromised user credentials.

Platform Modification Rights

• Go Supa reserves the explicit right to modify, upgrade, or discontinue platform features temporarily or permanently. Notifications will be provided at least seven (7) days in advance for significant changes.

Limitation of Liability

• Go Supa’s liability shall not exceed the total fees collected from the user in the preceding three months. Go Supa is explicitly not liable for indirect, incidental, consequential, or punitive damages arising from use or inability to use services.

Dispute Resolution & Jurisdiction

• Disputes must first be reported via Go Supa’s internal support system.
• Unresolved disputes shall be submitted to binding arbitration under the laws of Ghana, facilitated by a mutually agreed arbitration body.

1.2 Acceptable Use Policy

Permitted Activities

• Creating and publishing original short-form video content compliant with Go Supa’s content guidelines.
• Legitimate commercial activities through the Go Supa marketplace, including selling products, booking services, and promotional activities adhering strictly to advertising standards.

Explicitly Prohibited Activities

• Content that includes or promotes hate speech, discrimination (race, gender, sexual orientation, religion, disability), harassment, violence, self-harm, terrorism, illegal substances, pornography, gambling, or misleading medical/health claims.
• Fraudulent behaviors such as scams, deceptive advertising, phishing, identity fraud, unauthorized solicitation, or illegal multi-level marketing.
• Infringement on copyrights, trademarks, proprietary rights, or intellectual property of third parties.
• Engaging in activities that intentionally disrupt platform performance, stability, or security (e.g., DDoS attacks, unauthorized scraping, hacking attempts).

Enforcement Procedures

• Violations are strictly monitored by automated and manual moderation teams.
• Sanctions include formal warnings, temporary suspension (7 to 30 days), permanent account closure, and reporting to law enforcement agencies as required by applicable laws.

1.3 Privacy & Data Protection Policy

Data Collection & Use

• Go Supa explicitly collects:
  
  • User Identification: Full name, email address, phone number, and ID documents.
  • Transactional Data: Purchase history, service bookings, delivery details, and payment methods.
  • Location Data: Real-time GPS location only during app usage to facilitate proximity-based services and security.
  • Content and Engagement Data: Video uploads, interactions (likes, shares, comments), and messaging logs (encrypted end-to-end).
    
• Data is strictly utilized for service improvement, customer support, fraud prevention, and compliance with legal obligations.

Consent & Transparency

• Explicit consent is required for data collection and processing. Users can withdraw consent anytime, impacting their service access accordingly.

Data Sharing

• Data sharing with third parties is restricted explicitly to partners essential to platform services (e.g., payment gateways, delivery agents, advertising networks), subject to strict confidentiality agreements.
  User data may only be disclosed externally under explicit legal requirements or court orders.

Data Security

• All user data is secured using AES-256 encryption standards.
• Regular independent security audits and vulnerability assessments are mandatory.

User Rights

• Users retain the right to access, modify, or delete their personal data through their account settings or by direct request via verified channels.
• Go Supa commits to responding to data-related user requests within seven (7) business days.

Data Breach Protocol

• Immediate user notification (within 24 hours) following a confirmed breach with detailed information and recommended user actions.
• Go Supa undertakes comprehensive internal and external investigations post-breach, implementing corrective measures immediately.

 

1.4 User Registration & Account Management Policy

Account Registration Requirements

• Accurate personal identification details (validated by official documents).
• Mandatory phone number verification during sign-up.

Account Maintenance

• Users must keep personal data up-to-date.
• Go Supa may periodically require re-verification of identity documents every 12 months.

Account Closure & Reactivation

• Users can deactivate or permanently delete accounts through secure self-service channels or customer support verification.
• Go Supa may temporarily deactivate/suspend accounts due to prolonged inactivity (12 consecutive months of inactivity), with prior notification given.
• Reactivation of suspended accounts is possible only after a thorough security and compliance review.

1.5 User Verification & KYC Policy

Mandatory User Categories for Verification

• All merchants, delivery agents, influencers, affiliates, live-stream hosts, and marketplace service providers must complete KYC verification.

Required Verification Documents

• Government-issued identification (National ID, Passport, Driver's License).
• Proof of address document (utility bill, rental agreement).
• Bank account or Mobile Money details for payout verification.

Verification Frequency

• Mandatory verification renewal every 12 months or upon significant change in personal or account information.

Consequences of Non-verification

• Limited account functionalities and restricted access to financial transactions until verification is completed.

1.6 Platform Availability & Access Policy

Guaranteed Uptime & Availability

• Go Supa guarantees sustained uptime, except for scheduled maintenance or unforeseen critical outages.
• Scheduled maintenance windows are explicitly communicated to users at least 24 hours in advance.

Downtime Communication

• Unscheduled downtime updates are communicated via email, SMS, and in-app alerts promptly (within 30 minutes of confirmation).

Access Restriction

• Go Supa explicitly reserves rights to restrict access under circumstances including, but not limited to:
  
  • Violations of policies
  • Security threats or suspicious activities
  • Regulatory compliance orders or emergencies

 
 

Content Creation & Engagement Policies

 
 

Section 2: Content Creation & Engagement Policies

2.1 Community Guidelines & Content Moderation Policy

Purpose:
To maintain a safe, respectful, inclusive, and engaging environment for all Go Supa users.

Permissible Content Standards:

• Original short-form video content (15–60 seconds) including entertainment, tutorials, product demonstrations, local services promotion, live-streaming, and other content adhering to platform categories.
• Informative, respectful, creative, and authentic interactions.

Prohibited Content:

• Hate speech or discriminatory content against individuals/groups based on race, ethnicity, gender identity, sexual orientation, religion, age, or disability.
• Violent or graphic content (unless contextually educational, with appropriate warnings).
• Explicit sexual content, nudity, pornography, or sexually suggestive material.
• Content promoting self-harm, suicide, eating disorders, drug use, or other harmful activities.
• Misleading, deceptive, or fraudulent content (e.g., financial scams, misleading health information).
• Unauthorized advertisements, spam, or disruptive promotional content.
• Political or religious extremist content or propaganda.
• Unlicensed or copyrighted material without explicit permissions.

Content Moderation:

• Automatic AI moderation followed by manual human review (24/7 moderation team).
  Moderation outcomes include:
  
  • Content removal
  • Temporary suspension (1–30 days based on severity)
  • Permanent account banning (repeated/severe violations)

 

Appeal Process:

• Users can appeal moderation decisions within seven (7) days via Go Supa’s moderation team review portal, receiving a response within 48 - 72 hours.

2.2 Creator Monetization & Virtual Rewards Policy

Eligibility Requirements:

• Creators must be fully verified (KYC completed and active for at least 30 days).
• Minimum follower threshold: 1,000 followers to activate monetization.
• Compliance with Community Guidelines for the past 60 days.

Monetization Channels:

• Virtual rewards system (“Beads” or tokens):
  
  • Creators earn beads based on engagement metrics (views, likes, shares, comments, live-stream interactions).
  • Beads convertible to cash (Mobile Money), platform discounts, or promotional credits.

Withdrawal Conditions:

• Minimum withdrawal threshold: equivalent of GHS 100 in beads.
• Processing period: withdrawals processed within three to five (3 - 5) working days.

Prohibited Monetization Practices:

• Buying fake engagement or followers (penalty includes account suspension).
• Misleading viewers with deceptive clickbait or inaccurate content descriptions.

2.3 Intellectual Property & Copyright Policy

Ownership & Permissions:

• Users retain copyright ownership of original content.
• Uploading content grants Go Supa non-exclusive, worldwide, royalty-free license for hosting, distribution, marketing, promotion, and moderation purposes.

 

 

Reporting Violations:

• Clear procedure for intellectual property (IP) owners to report violations via a dedicated form, requiring:
  
  • Proof of ownership or authorized representation
  • Specific identification of infringing content
  • Contact details for follow-up and resolution

Violation Consequences:

• Removal of infringing content within 48 hours of verified complaints.
• Repeat infringements result in account suspension or termination.

2.4 Affiliate Marketing & Commission Policy

Affiliate Eligibility:

• Completion of mandatory affiliate verification process.
• Affiliates must clearly disclose relationships to users (“Affiliate Link” labels).

Commissions & Payment Terms:

• Commissions earned upon verified sales or completed actions (bookings, subscriptions).
• Payment frequency: Monthly via Mobile Money or bank transfer.
• Minimum payout threshold: GHS 200 per month.

Restrictions & Compliance:

• Strict prohibition of deceptive marketing practices (fake reviews, misleading promotions).
• Violations result in commission withholding and potential termination of affiliate privileges.

2.5 Live Streaming Conduct Policy

Permitted Live Streaming Activities:

• Product demonstrations, tutorials, Q&A sessions, educational content, entertainment, promotions, and community events.

 

Mandatory Conduct Guidelines:

• Users must adhere strictly to Community Guidelines during live streams.
• Stream hosts must moderate audience interactions promptly and appropriately.
• Explicit disclosures required for sponsored or promotional live streams.

Prohibited Streaming Activities:

• Encouraging illegal, harmful, or dangerous activities.
• Unauthorized fundraising or soliciting personal information from viewers.

Violation Consequences:

• Immediate stream termination by moderators if violations occur.
• Temporary or permanent suspension of live-streaming privileges.

2.6 Group Chat & Community Management Policy

Administrator & Moderator Responsibilities:

• Maintain compliance with Community Guidelines within group chats.
• Immediate removal of inappropriate or offensive messages.
• Timely handling of member complaints or conflicts.

Chat Rules & Prohibitions:

• Explicit ban on harassment, bullying, and hate speech within group interactions.
• No sharing of personal information without explicit user consent.
• Unauthorized promotional messages are strictly prohibited.

Enforcement & Consequences:

• Removal of offending members from the group by administrators.
• Repeat violators subject to broader platform-level penalties (account suspension).

2.7 Influencer Conduct & Endorsement Policy

Influencer Guidelines:

• Influencers must disclose sponsored or affiliate relationships explicitly using “Sponsored” or “Affiliate” labels in content captions/descriptions.
• Content must truthfully represent products/services endorsed without exaggerated claims.
  

Prohibited Practices:

• False or misleading endorsements.
• Non-disclosure of paid promotional relationships.
• Misrepresentation of influencer credibility, follower count, or engagement.

Compliance & Enforcement:

• Monitoring of influencer content for compliance via moderation teams.
• Violations trigger warnings, temporary suspension of influencer privileges, or permanent removal from the platform.

 
 

Marketplace & Commerce Policies

 
 

Section 3: Marketplace & Commerce Policies

3.1 Merchant & Artisan Onboarding Policy

Eligibility Requirements:

• Merchants/artisans must provide verifiable identification and business registration documents.
• Clearly specify business types allowed: Retail, Fashion, Electronics, Food & Beverages, Artisanal Services, Personal Care, Home Services, and other permitted categories.
• Proof of address required (business location).

Onboarding Process:

• Complete and verify registration form with necessary KYC documents.
• Mandatory virtual onboarding session with Go Supa onboarding specialist.
• Agreement to Go Supa’s Terms of Service and Marketplace policies explicitly required.

Approval Timeline:

• Review and approval completed within three (3) business days.

3.2 Product & Service Listings Policy

Permissible Listings:

• Clearly defined product or service descriptions, accurate pricing, and genuine availability.
• High-quality images (minimum 72 dpi) or videos  (minimum 480p) clearly depicting the listed item or service.
• Transparent disclosure of all associated charges (e.g., delivery fees, taxes, surcharges).

Prohibited Listings:

• Illegal or restricted items (weapons, drugs, pharmaceuticals without license, counterfeit products, etc.).
• Misleading or deceptive product descriptions, images, or claims.
• Unauthorized resale of branded or trademarked products without explicit permission.

Quality & Compliance:

• Periodic auditing and monitoring of listings for accuracy and compliance.
  
• Non-compliant listings will be suspended or permanently removed.

3.3 Marketplace Transactions & Dispute Resolution Policy

Transaction Standards:

• All transactions must occur through Go Supa’s integrated payment solutions.
• Cash payments outside Go Supa’s system are allowed once approved by all stakeholders.

Order Fulfillment Expectations:

• Merchants must confirm order acceptance within one (1) hour of customer purchase.
• Order preparation timelines must be transparent and adhered to strictly.
• Customers notified proactively about delays exceeding the estimated delivery or service timelines.

Dispute Resolution Process:

• Users report transactional disputes through the in-app dispute management system within 48 hours of delivery.
• Go Supa commits to mediating disputes within five (5) working days.
• Resolution outcomes include refunds, replacements, or corrective actions based on clear evidence from both parties.

3.4 Return, Refund, and Cancellation Policy

Returns & Refunds:

• Products eligible for return or refund within seven (7) days from delivery, provided they are unused and in original condition (certain exceptions apply: perishable goods, customized items).
• Refunds processed within five (5) business days upon merchant verification of returned items.

Cancellations:

• Customers can cancel orders within 30 minutes of placement with full refund.
• Merchants can cancel orders only under exceptional circumstances (e.g., stock unavailability), providing explicit explanations to the customer immediately.

3.5 Payment & Payout Policy

Integrated Payment Options:

• Payments accepted exclusively via Go Supa’s secure systems: Mobile Money, debit/credit cards, "Pay4Me," cash (pre-approved) and authorized digital wallets.
• Merchant payments securely disbursed directly to verified merchant accounts or mobile money wallets on a weekly cycle.

Payment Security & Fraud Prevention:

• Advanced fraud detection systems continuously monitor transactions.
• Suspected fraudulent transactions result in temporary account suspension pending investigation.

Commission & Fees Transparency:

• Go Supa marketplace fees clearly outlined (standard commissions, service fees, promotional boosts).
• Merchants explicitly informed of any changes at least 30 days in advance.

3.6 Pricing and Promotions Policy

Pricing Transparency:

• Merchants must display clear, inclusive pricing (all fees, taxes, and charges explicitly stated).
• Unjustified or misleading pricing schemes prohibited and closely monitored.

Promotional Activities:

• Merchants must clearly indicate the duration, terms, and conditions of promotions or discounts.
• Deceptive promotions (false discounts, misleading claims) explicitly prohibited.

Violation Penalties:

• Non-compliant merchants temporarily suspended or permanently removed from promotional tools access.

 

3.7 Merchant & Artisan Performance Policy

Quality Standards & Accountability:

• Merchants rated below 2.5 stars (out of 5) over 30 days reviewed for performance.
• Consistent low performance results in mandatory improvement plans or removal from the platform.

Performance Metrics Tracked:

• Customer ratings and reviews.
• Order fulfillment rates and timelines.
• Return/refund frequency.
• Dispute resolution responsiveness.

Corrective Actions:

• Go Supa provides explicit feedback, training sessions, or direct consultations to merchants/artisans showing declining performance trends.

3.8 Pickup & Drop-Off Point Policy

Operator Requirements:

• Operators must adhere to Go Supa service standards for customer interaction, storage security, and transaction handling.
• Operator locations require clear signage identifying affiliation with Go Supa.

Storage & Handling Standards:

• Secure handling and storage area required, monitored via periodic audits.
• Immediate reporting of damaged or lost items is mandatory.

Customer Interaction Standards:

• Courteous, professional interactions required at all points.
• Operators failing to comply face suspension or removal from the platform.

 
 

Logistics & Delivery Policies

 
 

Section 4: Logistics & Delivery Policies

4.1 Delivery Agent & Courier Conduct Policy

Eligibility & Onboarding Requirements:

• Delivery agents must complete full identity and background verification (National ID, driver’s license, criminal background check).
• Mandatory attendance of Go Supa’s onboarding and training program covering service quality, customer interaction, safety protocols, and conflict resolution.

Operational Standards:

• Strict adherence to assigned delivery timelines.
• Courteous, respectful, and professional interactions at all delivery points.
• Proper handling and safeguarding of customer packages to prevent damage or loss.
• Mandatory real-time tracking and status updates via Go Supa’s delivery app.

Prohibited Conduct:

• Unauthorized opening or tampering of packages.
• Soliciting personal customer details beyond essential delivery confirmation.
• Unauthorized personal use or diversion of delivery vehicles or packages.
• Misrepresenting Go Supa or affiliated merchants.

Violation Consequences:

• Immediate suspension pending investigation, and if confirmed, permanent termination and potential legal action.

4.2 Fleet & Vehicle Management Policy

Fleet Partner Eligibility:

• Fleet owners/logistics companies must provide complete corporate documentation, vehicle registration, insurance details, and necessary regulatory compliance certifications.

Vehicle Standards:

• All vehicles must undergo routine inspections every six (6) months.
  
• Clearly visible Go Supa-branded signage on vehicles during delivery operations.
• Compliance with road safety standards, including regular maintenance, valid insurance, and safety equipment (helmets, seatbelts, protective gear).

Driver Management:

• Fleet owners must ensure drivers meet Go Supa’s delivery agent onboarding criteria.
• Drivers must participate in regular safety and customer service training (quarterly).

Accountability:

• Fleet owners responsible for drivers’ adherence to Go Supa operational standards.
• Breaches in standards may lead to fleet suspension or permanent disqualification.

4.3 Delivery Timeliness & Reliability Policy

Delivery Timelines:

• Standard deliveries: within 24 hours of order confirmation unless otherwise stated.
• Express deliveries: within 1-4 hours from confirmation, depending on customer location and clearly communicated at checkout.

Reliability Standards:

• Go Supa commits to a minimum delivery reliability rate of 95% on-time deliveries.
• Delivery delays must be communicated proactively to customers immediately when identified.

Customer Communication:

• Automatic real-time updates via app notifications, SMS, or calls regarding order status and estimated time of arrival.

Compensation for Late Deliveries:

• Customers entitled to service discounts, refunds, or platform credits for verified delays exceeding the maximum allowed timelines (except force majeure or customer-side delays).

 

 

4.4 Dispatch Hub & Warehousing Policy

Hub & Warehouse Partner Eligibility:

• Valid business registration, operational licenses, and evidence of compliance with local regulations mandatory.
• Security protocols and disaster recovery plans are clearly documented and regularly updated.

Operational Requirements:

• Secure storage areas with 24-hour surveillance (CCTV) and access control measures.
• Temperature-controlled environments where applicable (food, medical, sensitive items).
• Inventory tracking and management using Go Supa-integrated systems mandatory.

Inventory Handling & Reporting:

• Immediate notification to Go Supa regarding lost, damaged, or compromised inventory.
• Regular inventory reconciliations (monthly) and reporting requirements.

Audit & Compliance:

• Periodic surprise inspections by Go Supa compliance teams (minimum quarterly).
• Breaches result in warnings, corrective actions, or termination of partnership.

4.5 Lost, Damaged, or Incorrect Delivery Policy

Incident Reporting:

• Customers and delivery agents must report any issues immediately (within 24 hours) through the app’s dedicated issue reporting function.

Investigation & Resolution:

• Go Supa investigates reported issues within 72 hours.
• Verified claims compensated through refunds, replacements, or credit within five (5) business days.

 

 

Merchant & Agent Responsibility:

• Merchants bear liability for improper packaging resulting in damage.
• Delivery agents held accountable for loss or damage due to negligence or misconduct.

4.6 Customer Pickup & Drop-off Policy

Pickup & Drop-off Standards:

• All designated pickup/drop-off locations clearly branded and identified.
• Customers must verify identity via OTP verification for secure pickup.

Security and Handling:

• Items securely stored until pickup with mandatory identity verification required.
• Immediate reporting of lost, stolen, or damaged items by drop-off operators.

Failure to Collect:

• Uncollected items held for a maximum of seven (7) days, then returned to merchant or processed according to merchant’s explicit instructions.

4.7 Real-time Tracking & Status Update Policy

Tracking Accuracy & Reliability:

• Mandatory real-time GPS tracking of all deliveries.
• Agents required to update status at key checkpoints (pickup, en route, delivery, and completed).

Transparency & Customer Access:

• Customers have explicit, real-time visibility of package location, agent identity, and expected delivery times via Go Supa app.

Failure of Compliance:

• Non-compliance with real-time tracking requirements triggers immediate agent warnings and potential temporary suspension.

 

 

4.8 Agent Safety & Security Policy

Agent Protection Measures:

• Agents receive mandatory safety equipment (helmets, reflective gear) provided or verified by Go Supa.
• 24/7 emergency support available via dedicated hotline for immediate assistance.

Incident Reporting:

• Immediate reporting of any safety incidents or concerns required by agents.
• Go Supa investigates incidents promptly and provides necessary support (legal, medical).

4.9 Delivery Agent & Customer Interaction Policy

Interaction Standards:

• Strictly professional, respectful communication at all times.
• Delivery agents explicitly prohibited from entering customer homes unless clearly necessary and consented to by the customer (e.g., heavy goods).

Conflict Resolution:

• Immediate escalation to Go Supa’s support team in case of disputes or hostile interactions.
• Explicit training on de-escalation techniques provided during onboarding.

 
 

Advertising & Promotion Policies

 
 

Section 5: Advertising & Promotion Policies

5.1 Advertising Eligibility & Approval Policy

Eligibility Requirements:

• Advertisers must submit complete KYC and business registration details.
• Advertising limited explicitly to legally compliant businesses, products, and services that align with Go Supa’s community guidelines.

Ad Approval Process:

• All advertisements reviewed and approved by the Go Supa moderation team within 48 hours.
• Explicit criteria assessed: content appropriateness, accuracy of claims, visual quality, legal compliance, and alignment with Go Supa branding.

5.2 On-Reel Advertising Policy

Placement & Formats:

• Clearly defined as non-contextual scrolling banner ads placed at the bottom of Reel videos.
• Formats permitted:
  • Static images
  • Animated banners
  • Horizontal scrolling tickers

Content Standards:

• Ads strictly unrelated to Reel content must maintain neutrality and comply explicitly with community guidelines.

User Experience Standards:

• Non-obstructive design mandatory; ad must remain visible without interrupting content playback.
• Rotation managed dynamically based on predefined campaign parameters.

 

 

Required Metrics & Transparency:

• Impressions, Clicks, and Click-Through Rates (CTR) tracked and transparently reported to advertisers.

5.3 In-Reel Advertising (Sponsored Reels) Policy

Placement & Content Guidelines:

• Sponsored content embedded natively within Reel feed explicitly identified with a visible "Sponsored" tag.
• Contextual alignment mandatory (e.g., fashion ads in fashion-themed Reels).

Permitted Ad Formats:

• Vertical videos (15–60 seconds)
• Carousel content
• Branded reels with Call-to-Action (CTA) overlays

Interaction & Metrics:

• User engagement through likes, shares, comments, and embedded links clearly tracked.
• Metrics transparently reported: Views, Watch Time, Engagement Rate, and Conversion Rate.

Prohibited Practices:

• Misleading sponsored content or inadequate disclosure explicitly prohibited.
• Non-disclosure of sponsorship results in immediate ad removal and advertiser penalties.

5.4 Between-Reel Advertising Policy

Placement Guidelines:

• Ads explicitly set as non-skippable buffers automatically triggered after configurable Reel intervals.

Ad Specifications:

• Formats allowed:
  • Static images
  • Short videos (5–10 seconds)
    
• Fixed display duration enforced explicitly.

Load & Display Standards:

• Mandatory minimum loading time to maintain seamless user experience and prevent disruption.

Metrics Transparency:

• Tracking of Impressions and Click-Throughs explicitly required and transparently reported.

5.5 In-Chat & Group Chat Advertising Policy

Permissible Ad Placements:

• Embedded within conversation threads or prominently displayed on chat home interfaces.

Ad Formats Allowed:

• Image banners with text descriptions
• Call-to-Action (CTA) cards clearly labeled as ads.

Interaction Standards:

• Ads designed explicitly not to disrupt conversation flow.
• Transparent labeling and dynamic placement via platform admin panel.

Metrics Tracked:

• User clicks and shares are monitored explicitly.

5.6 In-Channel Advertising (TV/Podcast/Livestream) Policy

Placement Guidelines:

• Explicit consent mandatory from channel owners before ad insertion.
• Ads permitted explicitly as pre-roll, mid-roll, overlay banners, or scrolling tickers within Supa-owned content channels.

 

Formats Supported:

• Static image tags with links
• Pre-roll video ads
• Scrolling ticker text

Required Compliance:

• Timely synchronization of ads with content playback mandatory.
• Strict adherence to explicit owner permissions, failure results in removal and penalties.

Metrics Tracked:

• Views, clicks, and watch time reported transparently.

5.7 Notification Ads (Push Notifications & In-App Pop-ups) Policy

Placement & Opt-in Requirements:

• Mobile push notifications and in-app pop-ups used explicitly with user opt-in.
• Frequency limitations explicitly enforced to prevent user annoyance.

Formats Supported:

• Flash videos
• Image alert cards
• Notifications explicitly containing rich, actionable CTAs.

Metrics & User Privacy:

• Explicit user opt-in tracking, open rates, and click metrics monitored transparently.
• Explicitly linked interactions leading directly to relevant Supa Reel, product, or service pages.

5.8 General Advertising Compliance Policy

Content Transparency & Disclosure:

• Clear identification of advertising content mandatory across all formats (visible tags: "Sponsored," "Ad," "Promotion").
• Full transparency required regarding the commercial relationship between Go Supa and advertisers.
  

Prohibited Advertising Content:

• Illegal, misleading, deceptive, or offensive content explicitly banned.
• Ads involving prohibited products or services (e.g., tobacco, alcohol, gambling, counterfeit goods) strictly disallowed.

Campaign Activation & Analytics:

• Platform-side dynamic campaign activation/deactivation explicitly available.
• Real-time analytics collection mandatory (impressions, clicks, engagement).

Dynamic Audience Targeting:

• Explicit parameters defined (location, demographics, device type) permitted for ethical targeting.
• User privacy and data compliance are strictly enforced.

Performance & Optimization Standards:

• All ad types explicitly required to be non-intrusive, lightweight, optimized for fast loading, and compatible with mobile performance standards.

5.9 Violation & Enforcement Policy

Violation Consequences:

• Immediate removal of ads failing compliance checks.
• Temporary or permanent suspension of advertiser accounts based on severity.
• Reporting to regulatory authorities for serious violations.

Appeal Process:

• Clearly outlined procedure for appeals within five (5) business days, with a decision provided within 72 hours

 
 

Financial Transactions Policies

 
 

Section 6: Financial Transactions Policies

6.1 Integrated Payment Solutions Policy

Permissible Payment Methods:

• Mobile Money (MTN, Vodafone Cash, AirtelTigo Money, or equivalent local services)
• Debit and Credit Cards (Visa, MasterCard, Verified Payment Gateways)
• Digital Wallets explicitly authorized by Go Supa
• "Pay4Me" social payment requests through verified Go Supa accounts

Payment Security Standards:

• All transactions secured explicitly using SSL/TLS encryption standards and PCI DSS-compliant payment gateways.
• Mandatory two-factor authentication (2FA) for initiating or authorizing high-value transactions (above GHS 500).

6.2 Merchant & Agent Payout Policy

Payout Methods & Timelines:

• Payouts conducted exclusively via verified Mobile Money accounts or approved banking accounts.
• Standard payout cycle explicitly set weekly on Fridays (transactions verified until midnight Thursday each week).
• Minimum payout threshold: GHS 50 for merchants and agents.

Transaction Fees Transparency:

• Explicitly outlined fees and commission charges communicated clearly during onboarding and available in the merchant dashboard.

Delayed or Failed Payouts:

• Any delay or failure in payout explicitly investigated and resolved within 48 hours of reporting.
• Notifications provided transparently via SMS, email, or in-app alerts regarding payout status.

 

6.3 Refunds & Reversals Policy

Refund Eligibility & Timeline:

• Customer refunds explicitly processed to the original payment source within five (5) business days of approval.
• Clear customer notification of refund approval or denial explicitly required within 24 hours of decision.

Payment Reversal Conditions:

• Transactions reversed explicitly upon verified claims of fraudulent activity or erroneous transactions.
• Immediate notification provided explicitly to the affected parties detailing reversal reasons and actions taken.

6.4 Data Gifting & Promotional Incentives Policy

Permissible Uses of Data Gifting:

• Data gifts exclusively for promotions, onboarding incentives, rewards for customer loyalty, product launches, and engagement campaigns within the Go Supa ecosystem.

Tracking & Accountability:

• All data gifts explicitly recorded, tracked, and reported transparently in real-time within the user’s dashboard.
• Explicit linkage to Mobile Money transactions to ensure complete transactional accountability.

Limitations & Restrictions:

• Prohibited usage of data gifting outside Go Supa promotional context explicitly communicated and strictly enforced.

6.5 Financial Fraud Prevention & Anti-Money Laundering (AML) Policy

Fraud Prevention Measures:

• Real-time transaction monitoring systems explicitly implemented to identify and flag suspicious activities (high-frequency transactions, unusual transaction patterns).
• Immediate account suspension upon detection of suspicious or fraudulent activities pending a thorough investigation.

AML & KYC Compliance:

• Explicit KYC verification mandatory for all merchants, agents, affiliates, and high-volume transacting users.
• Transactions exceeding monthly thresholds (GHS 10,000) trigger mandatory additional KYC checks.

Reporting Obligations:

• Explicit reporting of suspected financial crimes to relevant regulatory authorities within 48 hours of identification.
• Detailed internal documentation maintained explicitly for all flagged transactions.

6.6 Chargeback & Dispute Management Policy

Chargeback Conditions:

• Chargebacks accepted explicitly when goods/services are not delivered as described, unauthorized transactions, duplicate billing, or merchant errors.
• Investigation initiated explicitly within 24 hours of chargeback request receipt.

Merchant & Customer Notification:

• Immediate and transparent notification provided explicitly to all affected parties regarding chargeback initiation, progress, and resolution.

Resolution Timeframe:

• Chargeback investigations and resolutions explicitly completed within five (5) working days of initiation.

6.7 Commission & Revenue-Sharing Policy

Commission Structure Transparency:

• Clearly defined revenue-sharing models explicitly communicated to merchants, affiliates, influencers, and partners during onboarding.
• Regular updates on commission structures communicated transparently at least 30 days prior to implementation.

 

 

Payout Adjustments & Corrections:

• Explicitly documented corrections and adjustments communicated transparently in payout reports.
• Dispute mechanism explicitly available for payout discrepancies, investigated within 72 hours of reporting.

6.8 Financial Record-Keeping & Audit Policy

Transaction Documentation:

• Comprehensive financial records explicitly maintained for all transactions for a minimum period of five (5) years.
• Explicitly accessible transaction histories and payout records provided through secure user dashboards.

Audit Procedures:

• Periodic independent audits (annually) explicitly conducted to verify compliance, transactional accuracy, and integrity.
• Audit reports transparently communicated to relevant stakeholders and regulatory bodies as required.

6.9 Pricing Integrity & Transparency Policy

Explicit Pricing Requirements:

• All fees, charges, and costs transparently communicated during customer checkout.
• Hidden charges explicitly prohibited and strictly monitored.

Pricing Disputes & Resolution:

• Immediate investigation explicitly initiated upon receiving customer or merchant pricing-related disputes.
• Resolutions transparently documented and communicated within three (3) business days.

6.10 Cross-Border Transactions Policy

Multi-Currency & Conversion Transparency:

• Transparent multi-currency pricing explicitly provided to customers during checkout.
• Explicit disclosure of applicable currency conversion rates and fees.

Regulatory Compliance:

• Explicit adherence to international cross-border transaction laws, currency control regulations, and applicable tax obligations.
• Regular compliance checks explicitly mandated for all international transactions.

 
 

Data Privacy & Security Policies

 
 

Section 7: Data Privacy & Security Policies

7.1 Personal Data Collection & Usage Policy

Explicit Types of Data Collected:

• Identity Data: Name, date of birth, national ID, driver's license, passport details (for KYC verification).
• Contact Information: Email address, phone number, residential or business address.
• Financial & Transaction Data: Payment methods, bank account or Mobile Money details, transaction history.
• Location Data: GPS coordinates during app usage (for delivery, marketplace proximity services).
• Device & Usage Data: IP address, device type, operating system, usage patterns, and interaction history.

Data Usage Purpose:

• Explicitly to provide, improve, and personalize Go Supa’s services.
• Fraud prevention, customer support, dispute resolution, and regulatory compliance.

Consent & Transparency:

• Users are explicitly informed about data collection at registration and during app usage.
• Explicit consent mandatory for processing sensitive data (financial, biometric, location).

7.2 Data Sharing & Third-Party Disclosure Policy

Explicit Sharing Conditions:

• Data shared exclusively with verified third-party partners essential for service delivery (payment processors, delivery agents, advertising networks).
• Contractual data processing agreements explicitly required from all third-party partners.

Prohibited Data Sharing:

• Sale or unauthorized disclosure of personal user data explicitly prohibited.
• User data explicitly not shared without consent unless required by law enforcement or regulatory agencies.

Transparency:

• Users are explicitly informed when third-party services are involved, including the type of data shared and its purpose.

7.3 User Rights & Data Management Policy

User Access & Control:

• Explicit rights for users to access, review, correct, update, or delete personal data through secure dashboard interfaces or via formal requests.
• Explicit option to download a personal data report provided upon user request within seven (7) business days.

Data Retention:

• Explicit retention of user data only for the duration necessary to provide services or comply with legal/regulatory requirements.
• Inactive accounts’ data securely archived after 12 months of inactivity, and permanently deleted after 24 months unless legally required otherwise.

Account Closure & Data Deletion:

• Permanent data deletion explicitly executed within 30 days upon user account deletion request.

7.4 Data Security & Encryption Policy

Security Measures:

• User data explicitly encrypted using industry-standard AES-256 encryption at rest and TLS encryption in transit.
• Regularly updated firewalls, intrusion detection/prevention systems, and continuous real-time monitoring explicitly mandated.

Access Control:

• Strict user access protocols implemented explicitly based on role-based permissions and multi-factor authentication.
• Explicit monitoring of employee and contractor data access with comprehensive audit trails.

 

7.5 Incident & Breach Response Policy

Incident Detection & Response:

• Explicit real-time monitoring systems for detecting data breaches, leaks, or unauthorized access attempts.
• Security incidents explicitly addressed within 24 hours of identification, with a documented response and mitigation plan.

User Notification & Transparency:

• Users explicitly notified about confirmed data breaches or security incidents within 48 hours of incident confirmation.
• Comprehensive notification detailing the breach nature, impacted data, protective steps taken, and recommended user actions explicitly provided.

7.6 Compliance with Data Protection Regulations

Regulatory Compliance:

• Explicit adherence to local (Data Protection Act, Ghana), regional (GDPR for EU users), and global data protection laws.
• Regular internal and third-party compliance audits explicitly conducted (annually).

Data Protection Officer (DPO):

• Explicitly appointed Data Protection Officer overseeing compliance, handling inquiries, and liaising with regulatory bodies.

7.7 Data Gifting Privacy & Accountability Policy

Explicit Tracking & Accountability:

• All promotional data gifts explicitly tracked, recorded, and securely linked to specific user accounts and Mobile Money transactions.
• Explicit transparency provided through user dashboards for viewing data gift transaction histories.

 

 

 

7.8 Third-Party Integration Security Policy

Integration Requirements:

• Explicit security assessments and audits mandated prior to third-party integrations (payment gateways, logistics providers, marketing platforms).
• Regular third-party security audits explicitly conducted semi-annually.

Security Compliance:

• Explicit contractual requirements enforcing adherence to Go Supa’s security standards and practices for all integrated third-party services.

7.9 Employee & Contractor Data Handling Policy

Data Handling Training & Compliance:

• Mandatory explicit training for all employees and contractors handling user data on privacy, confidentiality, and data security standards annually.
• Explicit confidentiality agreements signed by all employees and contractors involved in data handling.

Violation Consequences:

• Explicit disciplinary measures, including termination and legal action, enforced for breaches of data handling policies.

7.10 Anonymization & Data Analytics Policy

Data Anonymization Practices:

• Explicit anonymization of user data applied for analytics, research, and reporting purposes.
• User data explicitly aggregated and anonymized to prevent identification or individual profiling.

Transparency & User Consent:

• Explicit user notification and consent required for using anonymized data in research or marketing initiatives.

 

 

7.11 Cookies & Tracking Technologies Policy

Use of Cookies:

• Explicit declaration of cookies usage for website functionality, user experience enhancement, and analytical purposes.
• Explicit opt-in consent required for marketing and tracking cookies.

Transparency & Management:

• Clearly accessible cookie management settings allowing users explicit control over cookie preferences.

7.12 Privacy Policy Updates & Transparency Policy

Policy Updates:

• Explicit user notification for any privacy policy changes, providing minimum 30 days advance notice through in-app alerts, emails, or SMS.
• Explicit user consent re-acquired for substantial policy changes affecting data rights or privacy practices.

Transparency Commitment:

• Explicit transparency provided on data handling, privacy practices, and user rights through clear, easy-to-access policy documentation.

 
 

Partnerships & Reselling Policies

 
 

Section 8: Partnerships & Reselling Policies

8.1 Partnership Eligibility & Onboarding Policy

Eligible Partner Categories:

• Authorized resellers and subscription agents
• Strategic affiliates and promoters
• Data gifting partners (telecom networks)
• Pickup/drop-off location operators
• Fleet and logistics providers
• Advertising and media agencies
• Content and media channel owners

Onboarding Process:

• Mandatory submission of KYC documents and corporate registration details for business entities.
• Explicit onboarding sessions conducted by Go Supa’s partnership management team.
• Signed partnership agreement explicitly outlining responsibilities, compliance requirements, commissions, and termination conditions required.

Onboarding Timeline:

• Application reviewed and partnership approval decision provided within seven (7) business days of complete submission.

8.2 Reseller & Subscription Agent Policy

Reseller Eligibility & Registration:

• Clearly defined eligible resellers: local agents, SMEs, community groups, and approved individuals.
• Mandatory submission of identity verification and proof of address/business location.

Sales & Reporting Obligations:

• Resellers are explicitly required to maintain accurate sales records via Go Supa’s reseller portal.
• Monthly reporting explicitly required, reconciling all subscriptions and user onboarding data.

Commission & Payment Policy:

• Clear commission structures explicitly communicated during onboarding, based on product, package type, or subscription sold.
• Payments explicitly processed monthly via Mobile Money or bank transfer.

8.3 Affiliate & Referral Partner Policy

Affiliate Eligibility & Conduct:

• Mandatory explicit approval and verification required prior to affiliate promotions.
• Clear affiliate disclosure required on all promotions explicitly identifying Go Supa partnership.

Commission Structure & Payouts:

• Explicit revenue-sharing percentages communicated and tracked via Go Supa’s affiliate tracking platform.
• Payouts explicitly processed monthly with a minimum threshold of GHS 100.

Compliance & Monitoring:

• Strictly prohibited deceptive marketing practices; explicit penalties include commission forfeiture or termination of partnership upon violation.

8.4 Fleet & Logistics Partnership Policy

Eligibility & Standards:

• Fleet and logistics partners are explicitly required to comply with Go Supa’s vehicle, driver, and operational standards.
• Regular audits conducted semi-annually to ensure compliance with explicit safety, security, and service-quality standards.

Reporting & Communication:

• Explicit real-time integration required for delivery tracking and performance monitoring.
• Mandatory monthly performance reports submitted transparently via Go Supa’s integrated logistics portal.

Non-Compliance & Corrective Actions:

• Explicit penalties for service lapses or violations include temporary suspension, corrective training, or permanent partnership termination.

8.5 Advertising & Media Partnership Policy

Eligibility & Content Standards:

• Advertising and media partners explicitly vetted and required to adhere to Go Supa’s Advertising and Promotion Policies.
• Explicitly prohibited from displaying misleading, inappropriate, or unapproved content.

Metrics & Reporting:

• Explicitly required to provide transparent campaign performance metrics (impressions, CTR, conversion rates) monthly or at campaign end.

Termination Conditions:

• Non-compliance or severe breaches explicitly result in immediate partnership termination.

8.6 Content & Media Channel Partnership Policy

Eligibility & Licensing Requirements:

• Partners explicitly required to possess verifiable content licensing agreements or ownership proof for distribution via Go Supa.
• Explicit permission required for embedding advertising or monetization within partner content.

Content Standards:

• Mandatory adherence to Go Supa community guidelines; explicitly prohibited content includes illegal, offensive, or misleading material.

Revenue Sharing & Payouts:

• Explicitly defined revenue-share agreements transparently communicated and payouts explicitly processed monthly.

 

8.7 Pickup & Drop-off Partnership Policy

Eligibility & Compliance:

• Partners required explicitly to maintain secure, reliable, and accessible locations.
• Mandatory adherence to customer service and security guidelines explicitly documented by Go Supa.

Incident Reporting & Liability:

• Explicit and immediate reporting required for lost, damaged, or mishandled items.
• Explicit partner liability defined for negligence or service lapses.

8.8 Data Gifting Network Partnership Policy

Eligibility & Integration Standards:

• Telecom and data gifting partners are explicitly required to integrate seamlessly with Go Supa’s data gifting infrastructure for accountability.
• Partners are explicitly required to provide transparent transaction logs, real-time metrics, and reconciliation reports monthly.

Compliance & Reporting:

• Explicit monthly reports required detailing promotional usage, data gifting metrics, financial reconciliations, and compliance status.

8.9 Partner Conduct & Ethical Standards Policy

Explicit Conduct Expectations:

• All partners are explicitly required to uphold Go Supa’s ethical standards, including fairness, transparency, integrity, and customer-centric service.

Prohibited Activities:

• Partners explicitly prohibited from engaging in deceptive practices, unauthorized representations, fraud, or any actions detrimental to Go Supa’s reputation.

Violation Consequences:

• Explicit penalties include warnings, temporary suspension, partnership termination, and potential legal actions for severe violations.

8.10 Partnership Termination & Exit Policy

Explicit Termination Conditions:

• Clearly outlined conditions for immediate termination (fraud, breach of agreement, repeated non-compliance).
• Explicitly stated termination notices of at least 30 days required from either party in standard situations.

Data & Asset Handling Post-Termination:

• Explicitly outlined procedures for secure return or deletion of shared data, intellectual property, and proprietary assets upon termination.

8.11 Partnership Conflict & Dispute Resolution Policy

Reporting & Resolution Procedures:

• Explicit mandatory reporting of conflicts or disputes immediately via formal channels.
• Dispute resolution explicitly conducted within seven (7) business days through mediated discussions or binding arbitration.

 
 

Customer Engagement & Interaction Policies

 
 

Section 9: Customer Engagement & Interaction Policies

9.1 Customer Communication & Interaction Policy

Communication Standards:

• All customer interactions explicitly required to maintain professionalism, courtesy, and clarity.
• Communication explicitly limited to platform-provided messaging systems, chat, phone calls (where required), or official emails from Go Supa’s verified channels.

Prohibited Practices:

• Explicitly prohibited from harassment, abusive language, unsolicited personal communications, or inappropriate interactions with customers.

Real-Time Communication Requirements:

• Explicit real-time response to customer queries required during service hours (within five (5) minutes).
• After-hours queries explicitly addressed within the next business day or as soon as service resumes.

9.2 Customer Support & Complaint Management Policy

Customer Support Availability:

• Dedicated support explicitly available 24/7 through in-app chat, email, and customer service hotline.

Complaint Submission & Resolution Timelines:

• Customers are explicitly guided to submit complaints via the app’s dedicated complaint/reporting interface.
• All complaints acknowledged explicitly within two (2) hours, with initial resolution steps communicated explicitly within 24 hours.

Resolution & Escalation:

• Clear escalation procedures explicitly provided for unresolved or complex issues, escalating to senior support or management within 48 hours.
• Comprehensive resolutions explicitly communicated and documented clearly via in-app notifications, email, or phone.

9.3 Customer Ratings & Reviews Policy

Rating Standards:

• Customers are explicitly encouraged to provide genuine, fair, and respectful reviews based solely on their experience.
• Reviews explicitly moderated to ensure compliance with community guidelines (no hate speech, abusive language, spam, or irrelevant content).

Merchant & Service Provider Response:

• Explicitly permitted response to reviews by merchants and service providers, maintaining professional and courteous language explicitly enforced.

Review Manipulation & Penalties:

• Explicitly prohibited from manipulating ratings/reviews through incentivization, fake reviews, or harassment. Violations explicitly result in immediate penalties, including temporary suspension or permanent removal from the platform.

9.4 Customer Privacy in Communication Policy

Privacy Protection Standards:

• Explicitly prohibited from sharing customer personal details without explicit consent.
• Communications explicitly anonymized within group interactions unless consent is explicitly provided by customers.

Call & Chat Recording:

• All customer service interactions are explicitly recorded for quality assurance, training, and compliance.
• Explicit notification provided to customers at the initiation of calls or chat sessions.

9.5 Real-Time Booking & Confirmation Policy

Booking Standards:

• Explicit real-time confirmations for bookings required, with automatic status updates provided through the app, SMS, or email.
• Immediate notification explicitly required for booking adjustments or cancellations by the provider.

Cancellation & No-Show Management:

• Customers are explicitly required to cancel bookings at least one (1) hour prior to scheduled service.
• Repeated no-shows explicitly recorded, with potential restrictions or charges transparently communicated after three occurrences.

9.6 Customer Rewards & Loyalty Policy

Reward System & Eligibility:

• Customers are explicitly eligible to earn loyalty points ("Beads") through engagement, purchases, referrals, and other defined interactions.
• Explicit transparency provided on how rewards can be redeemed for discounts, promotional items, services, or cash equivalents.

Points Expiry & Management:

• Explicitly defined expiry period for points: 12 months from earning date.
• Transparent tracking and notification explicitly provided within the customer dashboard.

9.7 Customer Referral & Incentive Policy

Referral Program Guidelines:

• Clear referral program guidelines explicitly communicated within the app, detailing eligibility, reward criteria, and referral limitations.

Incentive Transparency:

• Explicit terms clearly outlining reward eligibility, conditions, and payout schedules.
• Explicit prohibition on referral abuse, fake referrals, or fraudulent activities; violations explicitly result in immediate disqualification and potential account suspension.

 

 

9.8 Customer Feedback & Continuous Improvement Policy

Feedback Collection Methods:

• Explicit collection of customer feedback through in-app surveys, post-service reviews, email campaigns, or customer satisfaction calls.

Feedback Implementation:

• Explicit commitment to reviewing feedback monthly, analyzing trends, and implementing explicit actionable improvements.
• Transparent communication to customers regarding implemented changes explicitly communicated quarterly.

9.9 Customer Interaction during Deliveries Policy

Delivery Communication Standards:

• Delivery agents are explicitly required to maintain clear, professional, respectful communication at all times.
• Explicitly prohibited from unnecessary personal interactions, entering customer premises without consent, or handling customer property unnecessarily.

Incident Reporting & Resolution:

• Customers are explicitly encouraged to report any inappropriate interaction immediately, with investigation and response explicitly provided within 24 hours.

9.10 Customer Safety & Emergency Response Policy

Safety Assurance:

• Explicit emergency contact details provided within the app for immediate reporting of safety incidents.
• Immediate response explicitly provided to reports, including escalation to law enforcement or emergency services where necessary.

Incident Management:

• Explicit commitment to customer safety with detailed incident documentation, investigation, follow-up actions, and transparent customer communication.

 
 

Platform Compliance & Regulatory Policies

 
 

Section 10: Platform Compliance & Regulatory Policies

10.1 Legal Compliance Policy

Regulatory Adherence:

• Explicit adherence required to all applicable local (Ghanaian), regional (ECOWAS, AU), and international laws related to digital commerce, data protection, advertising, consumer rights, and financial transactions.

Documentation & Record-Keeping:

• Explicitly required accurate, transparent, and up-to-date documentation of all transactions, user interactions, incidents, and compliance actions, retained securely for a minimum of five (5) years.

Periodic Compliance Audits:

• Mandatory annual compliance audits conducted by independent auditors.
• Explicit reporting of audit findings transparently communicated to regulatory authorities as required.

10.2 Consumer Protection & Fair Trading Policy

Transparency & Accuracy:

• Explicit transparency required in all product/service descriptions, pricing, advertising, and promotional claims, strictly prohibiting misleading information.

Consumer Rights Compliance:

• Explicit adherence to consumer protection regulations, including fair pricing, right to refunds, returns, cancellations, and dispute resolution.

Violation Penalties:

• Explicitly enforced penalties for violations including temporary suspension, fines, or permanent platform bans, clearly communicated during onboarding and through regular training.

 

10.3 AML (Anti-Money Laundering) & Counter-Terrorism Financing Policy

Mandatory AML Compliance:

• Explicit adherence required to all Ghanaian and international AML regulations.
• Mandatory KYC verification explicitly required for all merchants, affiliates, high-volume users, and financial partners.

Monitoring & Reporting:

• Explicitly implemented real-time monitoring systems for transactions, with immediate reporting of suspicious activities to Ghana's Financial Intelligence Centre (FIC).
• Explicit mandatory periodic AML training for all compliance and financial staff.

10.4 Data Protection & Privacy Regulatory Compliance Policy

Adherence to Local & International Regulations:

• Explicit compliance required with Ghana's Data Protection Act, ECOWAS Supplementary Act on Personal Data Protection, and the EU’s GDPR for international users.

Data Protection Officer (DPO):

• Explicitly appointed Data Protection Officer managing compliance, liaising with regulators, and handling data protection queries transparently.

Incident Reporting & Regulatory Notification:

• Explicit reporting to data protection authorities within 72 hours of confirmed data breaches or violations, including corrective action reports.

10.5 Cross-border Transactions & Currency Control Policy

Compliance Standards:

• Explicit adherence to Central Bank of Ghana regulations, currency exchange controls, and international payment regulations for cross-border transactions.

Transparency in Conversion Rates:

• Explicit real-time transparency on currency conversion rates, fees, and taxes explicitly communicated during checkout.

Reporting & Record-Keeping:

• Explicit mandatory reporting of cross-border transaction volumes, compliance audits, and currency conversions to relevant regulatory authorities.

10.6 Tax Compliance & Reporting Policy

Tax Collection & Reporting:

• Explicit adherence to local tax laws (Ghana Revenue Authority) requiring collection and remittance of VAT, withholding taxes, and other applicable levies.
• Transparent reporting explicitly required on quarterly basis, including detailed breakdowns of taxes collected, remitted, and exemptions applied.

Documentation Standards:

• Explicit retention of comprehensive tax records for a minimum period of five (5) years, accessible for regulatory audits.

10.7 Advertising & Media Compliance Policy

Compliance Standards:

• Explicit adherence required to Ghana's National Media Commission (NMC) regulations, advertising standards, and international advertising guidelines.
• Explicit prohibition of deceptive, unfair, or illegal advertising practices.

Monitoring & Enforcement:

• Explicit monitoring and immediate removal of non-compliant advertisements with transparent documentation and reporting.

10.8 Digital Payment Compliance Policy

Compliance Standards:

• Explicit adherence to Bank of Ghana’s regulations governing electronic money and mobile payments.
• Periodic audits explicitly required for all financial transaction platforms used by Go Supa.

 

 

Incident Reporting:

• Explicit reporting to the Bank of Ghana within 48 hours of significant payment security breaches, fraud, or irregularities.

10.9 Cybersecurity & Technology Standards Compliance Policy

Security Standards Compliance:

• Explicit adherence to international cybersecurity standards (ISO 27001, PCI DSS).
• Explicit mandatory cybersecurity audits conducted annually with transparent reporting.

Incident Management & Reporting:

• Explicit immediate notification required to relevant cybersecurity authorities upon detection of significant security breaches or vulnerabilities.

10.10 Environmental & Sustainability Compliance Policy

Sustainability Standards:

• Explicit commitment to environmentally responsible practices, compliance with Ghana’s EPA guidelines, and international sustainability standards (UN Sustainable Development Goals).

Reporting & Accountability:

• Explicit transparent annual reporting of sustainability initiatives, environmental impact, and compliance efforts clearly communicated to stakeholders.

10.11 Labour & Human Rights Compliance Policy

Labour Standards Compliance:

• Explicit adherence required to Ghana Labour Act and international labour standards (ILO conventions).
• Explicitly prohibited use of forced, child, or unethical labour practices within Go Supa operations or partners.

Employee Rights & Conditions:

• Explicit compliance with employee rights standards including fair wages, working conditions, non-discrimination, and health/safety regulations explicitly enforced.

10.12 Compliance Training & Awareness Policy

Mandatory Training:

• Explicit mandatory compliance training sessions conducted annually for all employees, agents, partners, and contractors.

Training Documentation:

• Explicit maintenance of detailed training records, including participant attendance, training materials, and post-training assessments.

10.13 Regulatory Interaction & Cooperation Policy

Cooperation Standards:

• Explicit commitment to proactive cooperation with regulatory agencies, audits, inquiries, and compliance investigations.

Communication & Transparency:

• Explicit timely and transparent communication maintained with regulatory authorities on compliance matters, providing full cooperation during inspections or investigations.

10.14 Platform Integrity & Ethics Policy

Ethical Conduct:

• Explicit adherence required to ethical standards, transparency, accountability, fairness, and integrity in all platform operations.

Conflict of Interest Management:

• Explicit disclosure and management of conflicts of interest required from all stakeholders and employees through periodic declarations.

 
 

Product Copyright, Quality & Warranty Disclaimer

 
 

Section 11. Copyright & Intellectual Property

• The Merchant acknowledges and agrees that all trademarks, logos, product images, videos, descriptions, and related materials uploaded to the Supa Marketplace (“Platform”) remain the exclusive property of the Merchant or their lawful licensors.
• The Merchant represents and warrants that all content, media, and materials provided to the Platform do not infringe on any third-party copyrights, trademarks, or intellectual property rights.
• Supa does not assume ownership of any content submitted by the Merchant and acts solely as a digital publishing and promotional intermediary.
• The Merchant shall indemnify and hold Supa harmless from any claims, damages, liabilities, or legal actions arising from alleged or actual infringement of intellectual property rights resulting from the Merchant’s content or listings.
• Supa reserves the right to remove any content reported or suspected to violate intellectual property laws and may suspend or terminate the Merchant’s access if repeated or severe infringement occurs.

11.1. Product Quality Responsibility

• The Merchant is solely and fully responsible for the quality, safety, authenticity, accuracy of description, and fitness for purpose of all products and services listed on the Platform.
• Supa does not inspect, manufacture, store, test, certify, or control the products or services offered by the Merchant.
• The Merchant agrees that all promotional material, including photos, videos, descriptions, specifications, and packaging claims, must be accurate, truthful, and compliant with applicable standards and regulatory requirements.
• Supa shall not be held liable for:
  • Product defects
  • Misrepresentation or inaccurate descriptions
  • Health, safety, or performance issues
  • Damage arising from improper packaging, handling, or delivery
• Complaints regarding product quality shall be addressed directly between the Merchant and the customer. Supa may assist with coordination but is not obligated to mediate or resolve disputes.

11.3. Warranty & Guarantee Disclaimer

• Supa provides no express or implied warranties regarding any Merchant product or service, including but not limited to:
  • Durability, performance, or functionality
  • Merchant competence or service quality
  • Compliance with industry standards
  • Suitability for any specific purpose
  • After-sales service or repairs
• Any warranties, guarantees, return policies, or replacements offered to customers are solely provided by the Merchant. Supa is not a party to these warranties.
• The Merchant must clearly state its warranty and return policy on its product page or provide such details upon request by a customer.
• The Merchant assumes full responsibility for handling all warranty claims, product returns, replacements, service faults, and related customer complaints.
• Supa shall not be liable for any loss, cost, injury, damage, or dissatisfaction resulting from warranty or service failures by the Merchant.

11.4. Limitation of Supa’s Liability

• The Merchant acknowledges that Supa operates as a marketplace facilitator and is not a manufacturer, supplier, agent, or distributor of Merchant products or services.
• Supa shall not be held liable for any direct, indirect, incidental, or consequential losses arising from Merchant products, including:
  • Faulty, counterfeit, harmful, or unsafe products
  • Delayed deliveries or service failures
  • Violation of product standards
  •  
  • Loss of customer data, reputation, or revenue
  • Legal claims related to product defects or injuries
• The Merchant agrees to indemnify Supa against all claims, damages, liabilities, costs, and legal expenses arising from:
  • Product defects or failures
  • Warranty-related disputes
  • Copyright infringement
  • Customer dissatisfaction or injury
  • Breach of the Merchant’s obligations under this Agreement 

11.5. Customer Responsibility & Transparency

• Supa may display customer ratings, reviews, and feedback for transparency; however, Supa does not validate or guarantee customer experience levels.
• Customers shall be advised to verify product details, inspect items upon receipt, and contact the Merchant directly for after-sales support.
• The Merchant must cooperate with customers in good faith to resolve any product or service challenges.

 11.6. Supa’s Right to Intervene

• Supa reserves the right to remove listings, suspend Merchant accounts, or terminate access to the Platform where:
  • Repeated complaints regarding product quality arise
  • Products pose safety risks
  • Copyright infringement is reported
  • The Merchant fails to comply with quality or regulatory standards
• ● Supa may issue warnings, request corrective actions, or adjust visibility of Merchant products in line with platform guidelines.