Acceptable Use Policy

This Acceptable Use Policy (“AUP”) governs all activity on the ChatWorks Chat Posts Exchange, including posts created via the web dashboard and interactions conducted through WhatsApp and Telegram. By using ChatWorks you agree to this AUP. It supplements, and must be read alongside, our Privacy Policy and Disclaimer.

ChatWorks delivers messages over WhatsApp using the WhatsApp Business Platform. All use of ChatWorks is therefore additionally subject to the WhatsApp Commerce Policy and the WhatsApp Business Policy. Where those policies impose stricter requirements than this AUP, the WhatsApp policies prevail.

1. Permitted Use

ChatWorks is an open peer-to-peer classifieds exchange for buyers and sellers of lawful goods and services across East Africa. You may use ChatWorks to:

• Post offers to buy or sell legal goods and services;
• Receive matched introductions to relevant counterparties;
• Complete transactions using M-Pesa escrow where available;
• Manage your listings, credits, and account via the web dashboard or chat interface; and
• Refer other users in accordance with the referral programme terms.

2. Opt-In and Messaging Consent

ChatWorks sends OTP codes, listing notifications, and match introductions via WhatsApp and Telegram only to users who have actively initiated contact with the ChatWorks bot or signed up through the web dashboard. By starting a chat with the ChatWorks bot or registering your phone number, you consent to receive service messages on that number and channel. You may withdraw consent at any time by blocking the ChatWorks number or sending “STOP” to the bot.

You must not use ChatWorks to send unsolicited commercial messages, bulk promotional broadcasts, or spam to any person, whether through the platform or by any other means facilitated by information obtained from ChatWorks.

3. Prohibited Content and Listings

The following content and listing categories are strictly prohibited on ChatWorks, in compliance with the WhatsApp Commerce Policy and applicable East African law:

• Illegal goods and services — any product, substance, or service whose sale, purchase, possession, or distribution is prohibited by law in the relevant jurisdiction;
• Controlled substances and drugs — prescription medicines sold without a valid prescription, narcotics, and any other regulated pharmaceutical or psychoactive substance;
• Weapons and hazardous materials — firearms, ammunition, explosives, knives regulated as weapons, and any hazardous chemical or biological material;
• Adult and explicit content — sexually explicit material or services of any kind, including content involving minors;
• Tobacco and nicotine products — cigarettes, e-cigarettes, vaping devices, and associated accessories marketed to or accessible by minors;
• Alcohol — listings targeting minors or violating applicable licensing laws;
• Gambling — real-money gambling, lotteries, or any wagering service not licensed in the applicable jurisdiction;
• Healthcare and medical claims — unsubstantiated medical or health claims, prescription-only medical devices, or unlicensed health services;
• Financial products — unlicensed lending, investment schemes, pyramid or Ponzi schemes, or any offering requiring regulatory approval not held by the poster;
• Counterfeit and infringing goods — items that infringe intellectual property rights, including counterfeit branded products, pirated media, or unauthorised software;
• Deceptive or misleading listings — false descriptions, manipulated images, bait-and-switch pricing, or any listing designed to deceive a buyer or seller;
• Human trafficking and exploitation — any listing that facilitates the trafficking, exploitation, or abuse of persons; and
• Endangered wildlife and animal products — listings for protected species or products derived from them contrary to applicable conservation law.

4. Prohibited Conduct

In addition to prohibited content, the following conduct is not permitted:

• Impersonating another person, business, or ChatWorks itself;
• Creating multiple accounts to circumvent credit limits, suspensions, or other platform rules;
• Using automated scripts, bots, or other tools to interact with the platform outside the official ChatWorks interfaces;
• Harvesting or misusing contact information obtained through match introductions;
• Attempting to defraud other users, including through false escrow claims or non-delivery;
• Interfering with the security, integrity, or availability of the platform; and
• Using ChatWorks to facilitate any activity that violates WhatsApp’s policies, including spam, phishing, malware distribution, or circumvention of WhatsApp account restrictions.

5. Credit Use

Credits are consumed when you publish a post. Credits are non-refundable and non-transferable unless ChatWorks agrees otherwise in writing. You may not sell, transfer, or exchange credits outside the ChatWorks platform. Credits purchased via M-Pesa are subject to the iPay and M-Pesa terms of service in addition to this AUP.

6. Escrow

The ChatWorks M-Pesa escrow feature is available for transactions between matched buyers and sellers. Funds held in escrow may only be released or refunded in accordance with the agreed escrow terms. Attempting to manipulate or fraudulently trigger escrow release or refund constitutes a serious breach of this AUP and may be reported to law enforcement.

7. Referral Programme

The ChatWorks referral programme awards credits for genuine new-user referrals. You may not generate self-referrals, purchase referral codes, or use any mechanism intended to artificially inflate referral credit balances. ChatWorks reserves the right to reverse credits obtained through fraudulent referral activity.

8. Enforcement

ChatWorks may, at its sole discretion and without prior notice, remove listings that violate this AUP, suspend or terminate accounts, reverse credits obtained in breach of this AUP, report activity to WhatsApp, Telegram, or competent authorities, and take any other action reasonably necessary to protect the platform and its users. Repeated or serious violations may result in permanent bans and legal action where applicable.

9. Reporting Violations

If you believe a listing or user is in breach of this AUP, please contact us at support@chatworks.chat. Include the listing ID or phone number involved, a description of the concern, and any supporting evidence. We review all credible reports and take appropriate action.

10. Changes to This Policy

We may update this AUP from time to time to reflect changes in the platform, applicable law, or WhatsApp’s policies. Continued use of ChatWorks after an update constitutes acceptance of the revised AUP. Material changes will be communicated via the ChatWorks bot or website.

Last updated: May 2025. For questions, contact support@chatworks.chat.