Safety & Policies

At MasokoLink, safety is not a feature — it is the foundation of everything we build. We are committed to creating a digital marketplace where buyers can Buy Safe and sellers can Sell Smart, supported by a platform that actively promotes honesty, transparency, and responsible business practices.

Our safety commitment means we invest continuously in verification systems, fraud detection, payment security, and community moderation. We work with buyers, sellers, and partners to identify and address risks before they harm users, and we take swift action when policies are violated.

This document outlines the policies and practices that underpin that commitment. We encourage all users to read it, understand their responsibilities, and contact us if they have concerns about safety on the platform.

Trust starts with knowing who you are dealing with. MasokoLink operates a verification program designed to confirm the identity and legitimacy of sellers before they can access certain platform features or display a verified badge to buyers.

As part of the verification process, sellers may be required to:

• Verify their identity using a valid national ID or passport
• Provide business registration documents for business accounts
• Confirm contact information — phone number and email address — is accurate and reachable
• Submit additional documentation if their account is flagged for review

Sellers who complete verification receive a Verifiedbadge on their profile, which signals to buyers that basic identity and business checks have been completed. Verification increases buyer confidence and can improve a seller's visibility on the platform.

MasokoLink reserves the right to suspend or permanently remove accounts that provide false, misleading, or forged documentation at any stage of the verification process or thereafter.

Every product listed on MasokoLink must meet our product safety standards. These standards exist to protect buyers from fraud, counterfeit goods, and dangerous items, and to ensure sellers compete fairly on the basis of genuine, accurately described products.

All products listed on MasokoLink must:

• Be legal under the laws of Rwanda and applicable regulations
• Match the description, images, specifications, and condition provided in the listing
• Be genuine, original, and not counterfeit or imitation of another brand
• Be safe for their intended use and free from known hazards not disclosed in the listing

Violations of this policy may result in immediate listing removal, account suspension, and referral to relevant authorities where illegal activity is suspected.

MasokoLink provides tools and protections to help buyers purchase with confidence, but buyers also play an important role in keeping transactions safe. We recommend the following best practices:

• Review product descriptions, images, and specifications carefully before purchasing
• Check seller profiles, ratings, and reviews — look for the Verified badge where applicable
• Use only approved, in-platform payment methods to ensure your transaction is protected
• Keep records of your orders, payment confirmations, and communication with sellers
• Report suspicious listings or seller behaviour to MasokoLink immediately using the report function
• Inspect products upon delivery and raise any issues within the designated dispute window

Sellers are the backbone of MasokoLink. To maintain a healthy marketplace and protect your own reputation, we encourage all sellers to follow these guidelines:

• Provide accurate, complete, and honest product information in every listing
• Respond to customer enquiries promptly and truthfully
• Deliver products within the stated timeframe, in the described condition
• Maintain professional and respectful conduct in all interactions with buyers
• Respect customer rights, including the right to report issues and request fair resolutions
• Keep your contact information and business details up to date

Providing misleading information — whether in listings, communications, or during verification — may result in penalties including content removal, account restrictions, or permanent suspension. Consistently high standards protect your reputation and build long-term buyer loyalty.

MasokoLink has dedicated systems and a team focused on detecting, investigating, and preventing fraud on the platform. We actively monitor for suspicious patterns and act on reports from users. The types of fraud we work to prevent include:

• Fake or impersonation accounts created to deceive buyers or sellers
• Identity theft — using another person's details to register or transact
• Payment fraud — initiating payments that are subsequently reversed or disputed fraudulently
• Fake product listings — advertising items that do not exist or will never be shipped
• Manipulation of ratings and reviews — inflating scores through fake orders or suppressing genuine negative feedback
• Phishing — impersonating MasokoLink to steal user credentials or financial information

If your account is involved in fraudulent activity, MasokoLink may permanently remove it and report the matter to the Rwanda Investigation Bureau (RIB) or other relevant authorities where required by law. We cooperate fully with law enforcement investigations.

If you suspect you are being targeted by fraud on or related to MasokoLink, contact us immediately at security@masokolink.com.

MasokoLink treats payment security as a top priority. We implement the following protections to keep your financial data and transactions safe:

• All payment transactions are encrypted in transit using TLS/HTTPS — your data cannot be intercepted by third parties
• Sensitive financial credentials (PINs, passwords, card CVVs) are never stored by MasokoLink
• Payment partners are vetted and must meet recognised security and compliance standards
• Suspicious or high-risk transactions may be flagged for security review before processing is completed
• MasokoLink may temporarily hold or investigate transactions that show signs of fraud or policy violation

For complete details on how payment data is handled, see our Privacy Policy — Payment Security.

MasokoLink is a shared community. The quality and safety of the marketplace depends on every user treating others with respect and engaging honestly. All users — buyers, sellers, and guests — are expected to:

• Treat all other users, sellers, buyers, and MasokoLink staff with dignity and respect
• Avoid abusive, offensive, threatening, or discriminatory language in any communication
• Refrain from harassment, intimidation, or any behaviour designed to harm or coerce others
• Use the platform in accordance with all applicable laws and regulations
• Engage honestly in all transactions, listings, reviews, and communications
• Not misuse platform features such as reviews, messaging, or reports to target or disadvantage others

MasokoLink may remove content that violates these standards, issue warnings, or take further enforcement action depending on the severity of the violation. Repeated or serious breaches of community standards will result in account suspension.

Reporting is one of the most powerful tools our community has for keeping MasokoLink safe. If you encounter something that feels wrong — a suspicious product, a dishonest seller, a threatening message — we want to hear about it. You can report:

• Fraudulent or suspicious activity by a user or seller
• Fake, counterfeit, or prohibited product listings
• Unsafe or threatening behaviour directed at you or others
• Suspected impersonation or fake accounts
• Any violation of MasokoLink policies described in this document or our Terms and Conditions

All reports are reviewed promptly by the MasokoLink Trust & Safety team. We treat reports confidentially — the person you report will not be notified of who submitted the report.

You can report directly through the platform using the report function on any listing, profile, or message, or by contacting us at trust@masokolink.com.

MasokoLink takes policy violations seriously. The action we take depends on the nature, severity, and frequency of the violation, as well as the user's history on the platform. Enforcement actions include, in escalating order:

Users who believe an enforcement action was taken in error may contact our support team to appeal. We review appeals fairly and aim to respond within 5 business days.

Protecting user data is inseparable from platform safety. MasokoLink is committed to keeping all personal and transactional information secure through:

• Secure, encrypted systems for storing and transmitting user data
• Strict access controls — only authorised personnel can access sensitive information, on a need-to-know basis
• Industry-standard encryption technologies for data at rest and in transit
• Regular internal security reviews, audits, and system updates
• Incident response procedures to detect, contain, and notify users of any data breaches

User data is handled in accordance with the MasokoLink Privacy Policy, which describes in full what we collect, how we use it, your rights, and how to contact us with privacy concerns.

MasokoLink complies with Rwanda's Data Protection and Privacy Law (Law N° 058/2021 of 13/10/2021).

MasokoLink exists to unlock opportunity — for entrepreneurs growing their first business, for buyers finding the products they need, and for communities across Rwanda participating in a modern digital economy.

We know that opportunity requires trust. That is why we are committed to building and maintaining a marketplace founded on: