Acceptable Use Policy

Effective Date: January 2025 · Last Updated: February 2026

1. Introduction

This Acceptable Use Policy ("Policy") governs the use of the Snrael platform (snrael.com) by all merchants, sellers, and store operators ("Merchants"). By creating a store, listing products, or conducting any business activity on Snrael, you agree to comply with this Policy in its entirety.

Snrael is a multi-tenant e-commerce platform built for Ghana and the broader African market. We are committed to maintaining a safe, trustworthy, and lawful marketplace for both merchants and customers. Violation of this Policy may result in immediate suspension or permanent termination of your account, withholding of funds, and reporting to relevant law enforcement authorities, including the Ghana Police Service, the Economic and Organised Crime Office (EOCO), and other regulatory bodies.

2. Permitted Use

Snrael is designed for legitimate businesses operating within the laws of the Republic of Ghana. Permitted uses of the platform include:

Store creation and management — Setting up and operating an online store to sell legal products and services.
Product listing — Listing products and services that are legal to sell under Ghanaian law with accurate descriptions, pricing, and images.
Payment acceptance — Accepting payments from customers through Snrael's supported payment methods, including Mobile Money (MoMo) and other approved channels.
Customer communication — Communicating with customers regarding orders, inquiries, and support through approved channels on the platform.
Order tracking — Managing and tracking orders, processing shipments, and providing delivery updates to customers.

3. Prohibited Products and Services

The following products and services are strictly prohibited from being listed, marketed, or sold on Snrael. This list is not exhaustive, and Snrael reserves the right to remove any listing that we determine, in our sole discretion, to be inappropriate or harmful.

3.1 Illegal Goods

Any product or service that is illegal under the laws of the Republic of Ghana.
Stolen property or goods obtained through unlawful means.
Intellectual property-infringing counterfeit goods, including fake branded items, knockoff products, and goods bearing unauthorized trademarks or logos.
Pirated content, including unauthorized copies of software, music, films, books, and other copyrighted material.

3.2 Dangerous Items

Weapons, firearms, ammunition, and explosives of any kind.
Controlled substances, illegal drugs, cannabis (including CBD products without proper FDA approval), and drug paraphernalia.
Toxic, hazardous, or radioactive materials, including chemicals restricted under Ghanaian environmental regulations.
Fireworks and pyrotechnic devices.

3.3 Regulated Items Without Proper Licensing

Pharmaceuticals and prescription medications without appropriate licensing from the Ghana Food and Drugs Authority (FDA).
Alcohol and tobacco products without the required distribution or retail licenses.
Gambling services, lottery tickets, or betting products without authorization from the Gaming Commission of Ghana.
Financial services, including lending, insurance, and investment products, without proper authorization from the Bank of Ghana or relevant regulatory authority.

3.4 Adult Content

Pornographic material of any kind, including digital content and physical media.
Adult toys and sexually explicit products.
Escort services or any form of solicitation.

3.5 Fraudulent Items

Counterfeit currency, fake financial documents, or forged government-issued documents.
Fake identification documents, including national IDs, passports, and driver's licenses.
Pyramid schemes, multi-level marketing (MLM) programs, and get-rich-quick schemes.
Products or services promoted with false or misleading claims, including fake health cures and miracle products.

3.6 Offensive Content

Products or content that promote hate, violence, or discrimination based on race, ethnicity, gender, religion, sexual orientation, disability, or any other protected characteristic.
Materials that glorify, incite, or support terrorism, extremism, or violent ideologies.

3.7 Human and Animal Products

Human organs, body parts, or bodily fluids.
Products derived from endangered or protected species, as defined by CITES and Ghanaian wildlife protection laws.
Live animals, unless the seller holds a valid license from the appropriate regulatory body in Ghana.

3.8 Cryptocurrency and Virtual Currencies

The sale, exchange, or promotion of cryptocurrency, virtual currencies, tokens, or related financial instruments is prohibited on Snrael without proper licensing and authorization from the Bank of Ghana.

3.9 Unregistered Herbal and Traditional Medicines

Herbal and traditional medicines that are not registered with the Ghana Food and Drugs Authority (FDA) are prohibited, particularly those making unsubstantiated medical claims such as curing diseases, treating chronic conditions, or replacing conventional medical treatment.

3.10 Other Prohibited Items

Products that have been recalled by manufacturers or regulatory authorities.
Export-controlled items restricted under Ghanaian or international export control regulations.
Surveillance equipment, including hidden cameras, GPS trackers intended for unauthorized tracking, and phone tapping devices.
Lock-picking devices and tools, except when sold by or to licensed locksmiths with proper documentation.

4. Prohibited Activities

In addition to prohibited products, the following activities are strictly forbidden on the Snrael platform:

4.1 Fraud

Misrepresentation — Providing false or misleading information about your business, products, or services.
Fake orders and reviews — Creating fraudulent orders or posting fabricated reviews to inflate ratings or manipulate product visibility.
Price manipulation — Artificially inflating prices to create the illusion of discounts, or engaging in deceptive pricing practices.
Bait-and-switch — Advertising one product or price and delivering a different, inferior product or charging a different price.
Non-delivery after payment — Accepting payment for orders and intentionally failing to deliver the products or services.

4.2 Financial Crimes

Money laundering — Using the platform to process, transfer, or conceal funds derived from illegal activities.
Terrorist financing — Using the platform to fund or support terrorist organizations or activities.
Tax evasion — Using the platform to evade taxes or facilitate tax fraud, including underreporting income.
Third-party payment processing — Using Snrael's payment infrastructure to process payments for goods or services not sold through the platform.

4.3 Platform Abuse

Multiple accounts — Creating multiple merchant accounts to circumvent enforcement actions, platform limits, or subscription restrictions.
Manipulating platform systems — Exploiting bugs, vulnerabilities, or technical loopholes in the platform for personal gain.
Scraping and data extraction — Using automated tools to scrape, harvest, or extract data from the platform without authorization.
Interfering with other stores — Sabotaging, harassing, or disrupting the operations of other merchants on the platform.
Unauthorized automation — Using bots, scripts, or automated tools to interact with the platform in ways not explicitly authorized by Snrael.

4.4 Intellectual Property Violations

Selling counterfeit goods or products bearing unauthorized trademarks or branding.
Listing or distributing unauthorized copyrighted material, including software, music, films, books, and digital content.
Engaging in trademark infringement, including using brand names, logos, or trade dress without proper authorization.

4.5 Privacy Violations

Collecting customer data beyond what is necessary for order fulfillment and customer service.
Selling, sharing, or otherwise distributing customer personal information to third parties.
Sending unsolicited marketing messages (spam) to customers outside of approved platform communication channels.

4.6 Market Manipulation

Artificially inflating product reviews or ratings through fake accounts, paid reviews, or other deceptive methods.
Defaming, disparaging, or spreading false information about competing merchants or their products.
Colluding with other merchants to fix prices, divide markets, or engage in anti-competitive behaviour.

5. Merchant Obligations

All merchants on Snrael are expected to uphold the following standards and obligations:

5.1 Verification and Account Accuracy

Complete all required Know Your Customer (KYC) verification processes, including providing valid identification and business registration documents where applicable.
Provide accurate and truthful information during registration and at all times while using the platform.
Keep account information, including phone number, business details, and payment information, current and up to date.
Notify Snrael promptly of any material changes to your business, including changes in ownership, legal status, or contact information.

5.2 Product Listings

Provide accurate and complete product descriptions that truthfully represent the item being sold, including materials, dimensions, and condition.
Use genuine product images that accurately depict the item. Stock photos must clearly represent the actual product customers will receive.
Display honest and transparent pricing, including all applicable fees, taxes, and shipping costs.
Maintain accurate inventory levels and promptly update listings when products become unavailable.
Provide clear and realistic shipping times and delivery cost estimates.

5.3 Customer Service

Respond to customer inquiries and complaints within 48 hours of receipt.
Process orders in a timely manner and provide customers with tracking information where available.
Process refunds and handle returns in accordance with Snrael's Refund Policy and your own stated return policy.
Resolve disputes with customers in good faith and in a professional manner.

5.4 Legal Compliance

Comply with all applicable laws and regulations of the Republic of Ghana, including consumer protection, tax, and trade regulations.
Obtain and maintain all necessary licenses and permits required for the sale of your products or services.
Pay all applicable taxes, including VAT and income tax, and comply with Ghana Revenue Authority requirements.
Maintain accurate business and financial records as required by Ghanaian law.

5.5 Content Standards

Do not make misleading, exaggerated, or unsubstantiated claims about your products or services.
Do not use stolen, copyrighted, or unauthorized images in your listings or store branding.
Categorize products correctly and use appropriate tags to ensure customers can find your products accurately.

6. Enforcement

6.1 Monitoring

Snrael actively monitors the platform to ensure compliance with this Policy. Our monitoring activities include:

Regular review of product listings and store content.
Monitoring of transactions for suspicious or fraudulent activity.
Investigation of complaints and reports submitted by customers and other merchants.
Periodic audits of merchant accounts and business practices.
Automated screening systems to detect prohibited products and suspicious patterns.

6.2 Enforcement Actions

When a violation of this Policy is identified, Snrael may take one or more of the following actions, depending on the severity and nature of the violation:

Warning — For minor or first-time violations, a written warning will be issued detailing the violation and required corrective action.
Listing removal — Removal of specific product listings that violate this Policy.
Account suspension — Temporary suspension of the merchant's account and store, preventing all sales activity.
Permanent termination — Permanent closure of the merchant's account with no option for reinstatement.
Fund holds — Temporary or permanent withholding of funds pending investigation or resolution of disputes.
Law enforcement reporting — Reporting violations to the Ghana Police Service, EOCO, or other relevant authorities as appropriate.

6.3 Timeline

Warnings — Merchants will be given 48 hours to correct the identified violation after receiving a warning.
Suspensions — May be applied immediately for serious violations, including fraud, sale of prohibited items, financial crimes, or any activity that poses an immediate risk to customers or the platform.

6.4 Appeals

Merchants who believe an enforcement action was taken in error may submit an appeal. Appeals must meet the following requirements:

Appeals must be submitted in writing to support@snrael.com within 14 days of the enforcement action.
Include your store name, the enforcement action taken, and a detailed explanation of why you believe the action was unwarranted or incorrect.
Snrael will review the appeal and provide a response within 7 business days of receipt.
The decision made after the appeal review is final.

7. Reporting Violations

If you encounter a merchant, product, or activity on Snrael that you believe violates this Acceptable Use Policy, we encourage you to report it immediately. Reports can be submitted via email to support@snrael.com.

When submitting a report, please include the following information:

The store name and/or store URL where the violation was observed.
A clear description of the violation, including what rule or section of this Policy you believe has been breached.
Any supporting evidence, such as screenshots, links, order numbers, or correspondence.

All reports will be investigated promptly and treated as confidential. Snrael will not disclose the identity of the reporter to the merchant under investigation, except where required by law.

8. Cooperation with Authorities

Snrael is committed to operating within the legal framework of the Republic of Ghana. We cooperate fully with law enforcement and regulatory bodies, including but not limited to:

Ghana Police Service — For criminal investigations related to fraud, theft, and other offenses.
Economic and Organised Crime Office (EOCO) — For money laundering, financial fraud, and organized crime investigations.
Food and Drugs Authority (FDA) — For violations related to regulated products, pharmaceuticals, and food safety.
Other relevant regulatory bodies as required by law, including the Bank of Ghana, the National Communications Authority (NCA), and the Data Protection Commission.

Snrael may share merchant account information, transaction records, and other relevant data with authorities when required by law, court order, or when we have a good faith belief that disclosure is necessary to prevent harm or investigate criminal activity.

9. Changes to This Policy

Snrael reserves the right to modify, update, or replace this Acceptable Use Policy at any time, at our sole discretion. Changes become effective immediately upon posting to the platform.

For significant changes that materially affect merchant rights or obligations, we will provide notification through the platform dashboard, email, or SMS. It is your responsibility to review this Policy periodically for updates.

Your continued use of the Snrael platform after changes are posted constitutes your acceptance of the revised Policy.

10. Governing Law

This Acceptable Use Policy shall be governed by and construed in accordance with the laws of the Republic of Ghana. Any disputes arising from or related to this Policy shall be subject to the exclusive jurisdiction of the courts of Ghana.

11. Contact Information

If you have any questions, concerns, or feedback regarding this Acceptable Use Policy, please contact us at:

Email: support@snrael.com