1. PURPOSE

1.1 This User Agreement / App Use Policy regulates the conduct of all users of the SendMiza Platform.

1.2 It is intended to protect Customers, Delivery Partners, Merchants, SendMiza staff, the Platform and the public from misuse, fraud, abuse and unlawful conduct.

2. ACCEPTANCE

2.1 By using the Platform, the User agrees to comply with this Policy.

2.2 This Policy supplements the Terms and Conditions and the Privacy Policy.

3. ACCEPTABLE USE

3.1 A User may use the Platform only for lawful, bona fide and intended commercial or consumer purposes.

3.2 A User must act honestly, accurately and respectfully when interacting with the Platform and with any person connected to the Platform.

4. PROHIBITED CONDUCT

4.1 A User may not:

4.1.1 Create an account using false, incomplete or misleading information.

4.1.2 Impersonate another person or entity.

4.1.3 Place false, duplicate, abusive, test or fraudulent Orders without authorisation.

4.1.4 Misuse promotions, vouchers, referral codes, credits or refund processes.

4.1.5 Request, facilitate, purchase, transport or receive prohibited or unlawful Goods through the Platform.

4.1.6 Use the Platform for the purchase or delivery of dangerous weapons, contraband, counterfeit goods, hazardous materials, stolen items, unlawful medicines, narcotics, or any item prohibited by law or by SendMiza policy.

4.1.7 Use abusive, threatening, harassing, discriminatory, defamatory or obscene language toward Delivery Partners, Merchants, support staff or other users.

4.1.8 Encourage off-platform dealing intended to avoid platform fees, safety checks, order records or contractual protections.

4.1.9 Interfere with or circumvent the Platform's technical safeguards, payment systems, geolocation controls, fraud controls or access restrictions.

4.1.10 Reverse-engineer, scrape, reproduce, decompile, probe or exploit the Platform or any part of its code, database or security systems.

4.1.11 Upload malicious code, viruses, bots or scripts to the Platform.

4.1.12 Attempt unauthorised access to accounts, systems, data or networks.

4.1.13 Submit fake reviews, manipulated ratings or false complaints.

4.1.14 Engage in chargeback abuse or intentionally dispute valid payments.

4.1.15 Disclose another person's personal information unlawfully.

4.1.16 Use the Platform in a manner likely to harm the reputation, legal position or security of SendMiza.

5. ORDER ANYTHING RULES

5.1 A User using the Order Anything feature must describe the requested Goods clearly, accurately and lawfully.

5.2 A User may not use Order Anything to request items whose purchase, handling, transport or possession requires a licence, permit, prescription or special legal status, unless the Platform expressly permits it and all legal requirements are satisfied.

5.3 SendMiza may reject any Order Anything request which is unclear, unsuitable, unsafe, prohibited, impractical or inconsistent with law or platform policy.

6. COMMUNICATIONS AND BEHAVIOUR

6.1 A User must communicate respectfully and only for purposes related to the Order or service.

6.2 A User may not use the Platform to stalk, intimidate, extort, threaten or solicit another user.

6.3 A User may not request personal contact details from a Delivery Partner or Merchant for off-platform transactions, except where required for lawful delivery completion and permitted by SendMiza.

7. RATINGS, REVIEWS AND COMPLAINTS

7.1 Reviews and ratings must be genuine, relevant and honest.

7.2 Complaints must be submitted in good faith and supported by truthful information.

7.3 SendMiza may remove, disregard or investigate reviews, complaints or ratings suspected to be malicious, fraudulent, abusive or manipulated.

8. PAYMENTS AND CHARGEBACKS

8.1 A User must ensure that the selected payment method is valid and that sufficient funds or approval exist.

8.2 A User may not intentionally reverse or dispute a valid charge in order to obtain Goods or services without payment.

8.3 Where SendMiza reasonably suspects payment abuse, it may suspend the account, recover losses, reverse credits or withhold services pending investigation.

9. ENFORCEMENT

9.1 SendMiza may investigate any suspected breach of this Policy.

9.2 Without limiting any other right, SendMiza may warn the User, remove content, freeze credits, reject Orders, suspend access, terminate the account, report matters to authorities, or take any other lawful step considered reasonably necessary.