Go Dokan rules and procedures for maintaining a safe, trustworthy and reliable marketplace for Buyers, Vendors and other users.

1. Purpose

Go Dokan is committed to maintaining a marketplace where users can discover Products, place Orders, make payments and communicate with Vendors through a safer and more trustworthy Platform.

This Trust & Safety Policy explains how Go Dokan addresses risks involving:

Product safety
Vendor verification
Buyer protection
Fraud
Counterfeit Products
Prohibited Products
Unsafe Products
Payments
Account security
Privacy
Delivery
Misleading information
Reviews and ratings
Intellectual property
Marketplace abuse
Complaints
Safety incidents
Policy enforcement

This Policy is intended to complement the Go Dokan Terms of Service, Buyer Terms, Vendor Marketplace Agreement and other Platform policies.

2. Scope

This Policy applies to activities conducted through or connected with Go Dokan, including:

Product listings
Vendor accounts
Buyer accounts
Orders
Payments
Delivery
Returns and refunds
Reviews
Advertisements
Promotions
Customer support
Vendor communications
User-generated content
Product warranties
Complaints
Account activity

3. Our Trust & Safety Principles

Go Dokan's Trust & Safety framework is based on the following principles:

3.1 Genuine Products

Vendors must offer genuine and lawfully sourced Products.

3.2 Accurate Information

Product descriptions, prices, availability, specifications and other material information should be accurate and not misleading.

3.3 Safe Transactions

Users should use approved Platform payment and communication channels whenever available.

3.4 Responsible Vendors

Vendors are responsible for complying with applicable laws, Platform rules and Product-specific requirements.

3.5 Buyer Protection

Go Dokan provides applicable processes for returns, refunds, complaints, warranties and dispute handling.

3.6 Privacy and Security

Users should protect their account credentials and personal information.

3.7 Fair Marketplace Conduct

Users must not manipulate, deceive, abuse or circumvent Platform systems.

4. Vendor Verification

Go Dokan may collect and verify Vendor information before or during marketplace participation.

Depending on the Vendor and Product category, information may include:

Legal or business name
Registration information
PAN/VAT information
Business address
Authorized representative
Contact information
Bank or wallet information
Business licences
Product authorization
Import documentation
Brand authorization
Warranty information

Vendors must provide accurate and current information.

5. Vendor Responsibility

Vendors are responsible for:

Product authenticity
Product safety
Accurate descriptions
Lawful sourcing
Correct pricing
Appropriate packaging
Required documentation
Warranty commitments
Return obligations
Customer support cooperation
Applicable taxes and invoices
Compliance with applicable law

Go Dokan's display or moderation of a listing does not transfer these responsibilities from the Vendor.

6. Buyer Safety

Buyers should:

Review Product information before purchasing
Check seller and Product information
Use approved payment methods
Keep Order records
Inspect Products after delivery
Report problems promptly
Follow Product safety instructions
Keep invoices and warranty documents
Report suspicious activity

Buyers should not knowingly provide false information or misuse Platform protections.

7. Account Security

Users are responsible for protecting their accounts.

Users should:

Use a secure phone number or email
Protect passwords and authentication information
Avoid sharing OTPs
Avoid sharing PINs
Log out of shared devices
Report unauthorized access
Keep contact information updated

Go Dokan will not normally ask users to disclose their password, PIN or authentication credentials through ordinary customer support.

8. OTP and Verification Code Safety

Users must not disclose OTPs or verification codes to:

Vendors
Couriers
Unknown callers
Other users
Persons claiming to be Go Dokan representatives

A verification code should only be entered into an official Go Dokan Platform flow when the Platform specifically requests it.

If someone asks for an OTP outside the expected Platform process, the user should report the incident.

9. Payment Safety

Users should make payments only through approved Go Dokan payment channels.

Users should not:

Send payment to an unknown personal account
Pay a Vendor or courier outside the disclosed payment process
Share banking passwords
Share card PINs
Share OTPs
Share full payment credentials
Follow suspicious payment links
Accept undisclosed additional charges

Go Dokan may investigate suspicious payment activity.

10. Off-Platform Transactions

Users should be cautious when another person asks them to move an Order outside Go Dokan.

Examples include requests to:

Pay directly to a personal bank account
Pay cash outside the approved process
Continue the transaction through an unrelated platform
Avoid Go Dokan payment systems
Avoid Platform fees or protections
Cancel a Platform Order and pay privately

Such activity may reduce available Platform protections and may violate Vendor obligations.

11. Product Safety

Vendors must ensure that Products comply with applicable safety requirements.

Products must not knowingly be:

Dangerous
Defective in a manner creating an unreasonable safety risk
Recalled
Counterfeit
Illegally imported
Misleadingly labelled
Otherwise prohibited by applicable law or Platform policy

Go Dokan may request safety documentation where appropriate.

12. Prohibited Products

Go Dokan may prohibit Products that are:

Illegal
Counterfeit
Stolen
Unsafe
Recalled
Expired where expiry is relevant
Misleadingly labelled
Unauthorized
Infringing
Restricted without required documentation
Otherwise prohibited by law or Platform policy

For detailed requirements, see the Prohibited Products Policy.

13. Restricted Products

Some Products may require additional:

Documentation
Licensing
Verification
Packaging
Delivery arrangements
Age or identity verification
Vendor authorization
Safety information

A Product may be restricted or unavailable in particular locations depending on applicable requirements.

14. Counterfeit Products

Counterfeit Products are prohibited.

Examples include:

Fake branded Products
Products using unauthorized brand names
Products with forged serial numbers
Fake packaging
Unauthorized replicas presented as genuine
Products falsely claiming manufacturer authorization

Go Dokan may suspend or remove suspected counterfeit listings while investigating.

For detailed requirements, see the Intellectual Property Policy.

15. Product Authenticity

Vendors may be required to provide evidence of authenticity.

Evidence may include:

Purchase invoices
Supplier information
Manufacturer authorization
Distributor documentation
Import records
Customs documentation
Serial numbers
Warranty records
Other credible source documentation

The required evidence may vary according to Product type and risk.

16. Product Recalls

A Vendor must promptly notify Go Dokan when it becomes aware of:

Product recalls
Serious safety defects
Regulatory warnings
Authenticity concerns
Material Product safety issues
Significant batch or manufacturing defects

Go Dokan may:

Suspend the listing
Stop further sales
Contact affected Buyers
Coordinate returns
Request replacement
Coordinate refunds
Preserve relevant records
Notify authorities where required

17. Electrical and Electronic Product Safety

For electronic Products, Vendors should provide accurate information about:

Voltage
Compatibility
Power requirements
Battery specifications
Safety warnings
Included accessories
Warranty
Manufacturer information

Products must not be falsely represented as certified, approved or compatible.

Where a Product requires specific safety handling, the Vendor must comply with applicable requirements.

18. Battery Safety

Products containing batteries must be accurately described.

Vendors must not knowingly sell batteries or battery-powered Products that are:

Counterfeit
Damaged in a dangerous manner
Recalled
Improperly labelled
Unsafe
Otherwise prohibited

Special handling may apply during delivery depending on the Product and applicable transport requirements.

19. Packaging Safety

Vendors are responsible for appropriate Product packaging.

Packaging should be suitable for:

Product type
Weight
Fragility
Transportation conditions
Weather exposure
Normal handling

Incorrect packaging may result in:

Product damage
Delivery incidents
Returns
Refunds
Settlement adjustments
Vendor corrective action

20. Delivery Safety

Go Dokan may coordinate delivery through Go Delivery or approved delivery partners.

Delivery safety may involve:

Correct Product handover
Appropriate packaging
Delivery verification
Proof of delivery
Tracking
Address verification
Special handling where required

For detailed delivery rules, see the Shipping & Delivery Policy.

21. Delivery Verification

Depending on the Order, delivery may be verified through:

Signature
OTP
Timestamp
Delivery scan
Photo
Recipient confirmation
Other lawful proof of delivery

Users should not provide a verification code to a person who has not legitimately completed the delivery process.

22. Fraud Prevention

Go Dokan may monitor Platform activity for indicators of:

Payment fraud
Account takeover
Fake accounts
Identity misuse
Transaction manipulation
Refund abuse
Chargeback abuse
Coupon abuse
Fake Orders
Fake reviews
Vendor fraud
Product fraud
Off-platform payment diversion

Where appropriate, Go Dokan may restrict suspicious activity while investigating.

23. Account Takeover

If a user believes their account has been compromised, they should contact Go Dokan promptly.

The user should provide:

Account information
Contact number or email
Description of suspicious activity
Relevant Order information
Screenshots where useful

Go Dokan may take steps to protect the account and investigate unauthorized activity.

24. Fake Go Dokan Representatives

Users should be cautious of people falsely claiming to represent Go Dokan.

Warning signs may include requests for:

OTPs
Passwords
PINs
Banking credentials
Immediate personal-account transfers
Unofficial fees
Remote access to a device
Installation of unknown applications

Users should report suspected impersonation to Go Dokan.

25. Reviews and Ratings

Reviews and ratings should reflect genuine user experiences.

Users must not:

Create fake reviews
Purchase fake reviews
Manipulate ratings
Threaten users to obtain positive reviews
Submit reviews for transactions they did not experience
Intentionally submit fabricated information

Go Dokan may remove reviews that violate Platform rules.

26. Incentivized Reviews

Where reviews are incentivized or otherwise influenced by a benefit, the arrangement should be disclosed where required.

Vendors must not require Buyers to provide a positive review as a condition of receiving a legitimate remedy.

27. Advertisement Safety

Advertisements must be:

Truthful
Accurate
Substantiated
Clearly identifiable where required
Consistent with the Product listing

Advertisements must not:

Mislead Buyers
Make unsupported claims
Use fake urgency
Use fake discounts
Hide material charges
Promote prohibited Products
Infringe intellectual property

See the Advertisement Policy.

28. Privacy and Personal Information

Users should only provide personal information through appropriate Go Dokan channels.

Users should avoid publicly sharing:

Phone numbers
Addresses
Payment information
Passwords
OTPs
Identification documents
Other sensitive information

Vendors must use Buyer information only for legitimate Order fulfilment and approved Platform activities.

For more information, see the Privacy Policy.

29. Vendor Use of Buyer Information

Vendors must not use Buyer information for unrelated purposes.

Vendors must not:

Sell Buyer information
Share Buyer information without lawful basis
Use Buyer information for unauthorized marketing
Contact Buyers for unrelated commercial purposes
Create unrelated customer profiles
Retain information longer than reasonably necessary
Request unnecessary sensitive information

Vendors must maintain appropriate security controls.

30. Intellectual Property Safety

Users must respect intellectual property rights.

Prohibited conduct may include:

Selling counterfeit Products
Uploading copyrighted content without authorization
Misusing trademarks
Using another company's logo deceptively
Uploading pirated software
Falsely claiming brand authorization

See the Intellectual Property Policy.

31. Marketplace Manipulation

Users must not manipulate Go Dokan systems or marketplace activity.

Examples include:

Fake Orders
Fake accounts
Fake reviews
Artificial traffic
Coupon abuse
Referral abuse
Manipulating Product rankings
Manipulating stock information
Manipulating prices
Creating transactions solely to exploit Platform systems

Go Dokan may investigate and take appropriate action.

32. Vendor Marketplace Conduct

Vendors must not:

Misrepresent Products
Hide important Product information
Manipulate reviews
Sell counterfeit Products
Sell prohibited Products
Request unauthorized payment
Circumvent Platform systems
Misuse Buyer information
Provide false KYC information
Submit forged documents
Repeatedly cancel Orders without legitimate reason
Refuse legitimate warranty obligations

Serious or repeated violations may result in suspension or termination.

33. Buyer Marketplace Conduct

Buyers must not:

Create fake accounts
Use stolen payment information
Submit false complaints
Abuse refunds
Return unrelated Products
Damage Products intentionally and claim they arrived damaged
Manipulate reviews
Abuse promotions
Threaten Vendors or delivery personnel
Provide false delivery information

Go Dokan may restrict accounts involved in serious or repeated abuse.

34. Harassment and Abusive Conduct

Users should communicate respectfully with:

Buyers
Vendors
Delivery personnel
Customer support
Go Dokan employees
Other Platform users

Go Dokan may take action against serious harassment, threats, intimidation or abusive conduct connected with the Platform.

35. Safety Incidents

A safety incident should be reported as soon as reasonably possible.

Examples include:

Injury caused by a Product
Fire
Electrical shock
Dangerous battery incident
Serious Product malfunction
Unsafe delivery condition
Suspected hazardous Product

The report should include:

Order ID
Product
Date and location of incident
Description
Photographs or videos where available
Relevant medical or emergency information where appropriate
Other supporting evidence

Users should contact appropriate emergency services when there is an immediate threat to life or property.

36. Complaints and Reporting

Users can report concerns through Go Dokan support channels.

Reports may involve:

Product safety
Fraud
Counterfeit Products
Vendor misconduct
Delivery problems
Payment issues
Privacy concerns
Intellectual property
Prohibited Products
Account security

For detailed procedures, see the Complaint Handling Policy.

37. Investigation

Go Dokan may investigate Trust & Safety reports by reviewing:

Account information
Orders
Product listings
Payment records
Delivery records
Communications
Reviews
Complaints
Documents
System records
Other relevant information

Go Dokan may request additional information from affected parties.

38. Evidence

Evidence may include:

Photographs
Videos
Screenshots
Invoices
Product packaging
Serial numbers
Payment receipts
Delivery records
Communication records
Warranty documents
Other relevant records

Users should not knowingly submit false, altered or fabricated evidence.

39. Immediate Protective Measures

Where there is a significant safety, fraud, counterfeit or legal concern, Go Dokan may take temporary protective action before completing an investigation.

Actions may include:

Listing suspension
Product delisting
Order restriction
Account restriction
Settlement hold
Advertisement suspension
Payment restriction
Temporary Vendor suspension
Notification to affected users

Where appropriate, Go Dokan may provide notice and an opportunity to respond.

40. Settlement Holds

Go Dokan may temporarily hold settlement amounts where reasonably necessary due to:

Suspected fraud
Counterfeit concerns
Prohibited Products
Refund disputes
Chargebacks
Serious complaints
Product recalls
KYC deficiencies
Negative balances
Regulatory requirements
Other legitimate payment or compliance risks

Holds should be proportionate to the relevant risk.

Undisputed amounts may be released when the basis for the hold ends, subject to applicable obligations.

41. Enforcement Actions

Depending on the circumstances, Go Dokan may:

Remove content
Remove a Product listing
Restrict a Product
Suspend advertising
Restrict an account
Hold affected settlements
Request additional documentation
Cancel or restrict Orders where appropriate
Require corrective action
Suspend Vendor privileges
Terminate a Vendor relationship
Preserve evidence
Notify affected users
Report matters to competent authorities where required

The action taken depends on the facts, applicable policies, contractual obligations and law.

42. Vendor Suspension

A Vendor may be suspended for circumstances including:

False KYC information
Counterfeit Products
Prohibited Products
Serious safety concerns
Fraud
Repeated complaints
Intellectual property violations
Data misuse
Unauthorized payment collection
Off-platform transaction diversion
License or authorization problems
Material breach of the Vendor Marketplace Agreement

Where practicable, Go Dokan may provide notice and an opportunity for review.

Urgent safety, fraud or legal situations may require immediate action.

43. Account Restrictions

Go Dokan may restrict an account where there is evidence of:

Fraud
Account takeover
Abuse
Payment misuse
Promotion abuse
Fake activity
Serious policy violations
Security risk

Restrictions may be temporary or permanent depending on the circumstances.

44. Appeals and Review

Where a Platform action provides an available review or appeal process, the affected user may submit:

Account information
Relevant Order ID
Explanation
Supporting evidence
Corrective information
Reason for requesting review

Go Dokan may review the available evidence before making a further decision.

45. False Reports

Reports must be submitted honestly and in good faith.

Users must not intentionally submit:

False safety reports
Fake counterfeit claims
False fraud claims
Fabricated evidence
False complaints intended to harm another user

Abuse of reporting systems may result in account or Platform restrictions.

46. Cooperation With Authorities

Go Dokan may cooperate with competent authorities where required or permitted by law.

This may include matters involving:

Fraud
Illegal Products
Product safety
Consumer protection
Intellectual property
Privacy
Financial crime
Regulatory requirements
Court orders
Law enforcement requests

Go Dokan may preserve relevant records where legally required.

47. Historical Records

Deleting or deactivating a Product or account does not necessarily delete historical transaction information.

Records may be retained for:

Legal compliance
Tax and accounting
Dispute resolution
Fraud prevention
Product safety
Warranty
Returns and refunds
Vendor management
Regulatory requirements

48. Third-Party Service Providers

Go Dokan may work with approved third-party providers for:

Delivery
Payments
Identity verification
Technology
Customer support
Security
Other Platform operations

Third-party providers may have their own applicable terms and privacy requirements.

Go Dokan remains responsible for obligations that cannot lawfully be delegated.

49. User Responsibilities

Every user should:

Provide accurate information
Follow Platform rules
Protect account credentials
Use approved payment channels
Report suspicious activity
Provide truthful complaints
Respect other users
Follow Product safety instructions
Cooperate with legitimate investigations

50. No Guarantee of Risk-Free Use

Go Dokan takes reasonable measures to support marketplace safety but cannot guarantee that every transaction, Product, Vendor or communication will be completely free from risk.

Users should exercise reasonable care and review Product, Vendor and Order information before completing a transaction.

Nothing in this Policy removes mandatory legal rights or remedies.

51. Relationship With Other Policies

This Policy should be read together with:

Where mandatory law conflicts with a Platform policy, mandatory law prevails.

52. Governing Law

This Policy is governed by the applicable laws of Nepal.

Nothing in this Policy is intended to exclude a legal right or remedy that cannot lawfully be excluded.

53. Policy Changes

Go Dokan may update this Policy when necessary to reflect:

Changes in law
Platform changes
New safety risks
Security improvements
Marketplace requirements
Operational changes
User protection improvements

Material changes will be communicated where reasonably practicable.

The current version and effective date will be displayed on the Platform.

54. Contact Information

Go Dokan Private Limited

Kathmandu Metropolitan City-23
Dharmapath, Kathmandu, Nepal

Support: support@godokan.com

Phone: +9779852002011 / +9779852002009

Grievance Officer: Operations Supervisor

Grievance Email: gunaso@godokan.com

Grievance Phone: +9779852002007 / +9779852002011

55. Quick Safety Checklist for Buyers

Before purchasing:

Review the Product description.
Check important specifications.
Review delivery information.
Use an approved payment method.
Never share an OTP or PIN.
Keep the Order confirmation.
Check the package when delivered.
Keep the invoice and warranty information.
Report suspicious activity promptly.

56. Quick Safety Checklist for Vendors

Before listing:

57. Final Statement

Go Dokan aims to maintain a marketplace where Buyers and Vendors can participate with greater confidence through appropriate verification, payment controls, Product requirements, complaint handling, security measures and enforcement processes.

Users are encouraged to act responsibly, protect their account information, use approved Platform processes and report safety, fraud, counterfeit, privacy or other Trust & Safety concerns promptly.

Trust & Safety Policy

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