PROHIBITED PRODUCTS AND CONTENT POLICY

Carata Limited (Kenya)

Effective Date: 12 August 2026

Last Updated: 8 August 2026

INTRODUCTION

This Prohibited Products and Content Policy (“Policy”) sets out the products, goods, services, content, and conduct that are prohibited, restricted, or subject to additional requirements on Carata’s Platform. It is intended to operate alongside Carata Limited’s Business Terms & Conditions, Customer Terms & Conditions, and Privacy Notice, and to give practical effect to the requirements relating to prohibited products and conduct under Section 20 of the Business Terms & Conditions and customer-requested products under Section 8 of the Customer Terms & Conditions.

The Policy applies to Businesses, Customers, Delivery Partners/Riders, and other users of the Carata Platform, as applicable, and is intended to support compliance with applicable Kenyan laws and regulations, protect users and the public, and maintain the safety and integrity of the Platform.

This Policy forms part of Carata’s contractual and operational framework and may be updated from time to time to reflect changes in applicable law, regulatory requirements, Carata’s services, catalogue, moderation processes, or Platform functionality. Where a product, service, or activity is subject to specific legal or regulatory requirements, the applicable Business or user remains responsible for ensuring compliance with those requirements.

This Policy should be read together with the other applicable Carata policies, terms, and rules governing the use of the Platform.

1. PURPOSE AND SCOPE

This Prohibited Products and Content Policy (“Policy”) sets out what may not be listed, requested, sold, purchased, delivered or posted through the Carata Platform. It applies equally to:

Products listed by a Business for sale through the Platform;
Products or Errands requested by a Customer, including free-text or custom requests submitted for a Delivery Partner to purchase on the Customer’s behalf; and
Content posted by any user of the Platform, including listings, images, reviews, ratings, messages and Product-request descriptions.

This Policy should be read together with Section 20 of the Business Terms & Conditions, Section 8 of the Customer Terms & Conditions, and Carata’s Refund and Returns Policy. Where this Policy is silent, Carata may still refuse, remove or cancel a Product, request or piece of content that it reasonably considers unlawful, unsafe or inconsistent with the spirit of this Policy.

2. DEFINITIONS

“Prohibited Product”: a Product that may never be listed, requested, sold, purchased or delivered through the Platform, as described in Section 4.
“Restricted Product”: a Product that may only be listed, requested, sold, purchased or delivered through the Platform where specific legal or verification conditions are met, as described in Section 5.
“Prohibited Content”: any listing text, image, review, message, profile detail or Product-request description that violates Section 6.
“Customer-Requested Product”: a Product a Customer describes or requests through a custom order, Errand, Shop or Grocery request, for a Delivery Partner to purchase, rather than a pre-existing Business listing.
“Legally Deliverable”: capable of being lawfully sold, possessed, transported, carried by a third-party courier and handed to the recipient in Kenya, having regard to the nature of the item, any required licence, age restriction, or other legal condition, and the manner in which Carata’s Delivery Partners operate.

3. GENERAL PRINCIPLE — THE SAME STANDARD APPLIES TO EVERYONE

A Product may only be offered, requested, purchased or delivered through Carata if it is Legally Deliverable. This standard applies equally and without exception regardless of who adds the Product to an Order:

If a Customer adds or requests a Product — for example, through a Shop, Grocery or Errand request, or by describing an item for a Delivery Partner to purchase — the Product must be one that can be legally delivered in Kenya. Carata and its Delivery Partners may decline to purchase or deliver a Customer-requested Product that does not meet this standard, even if the Customer is willing to pay for it.
If a Business adds a Product as a listing, the Product must equally be one that can be legally delivered in Kenya, and the Business must hold any licence, permit or authorisation required to sell and supply it. Carata may remove, suspend or reject a listing that does not meet this standard, even if the Business is otherwise in good standing.
A Product’s status under this Policy does not change depending on its price, quantity, packaging, or the label used to describe it. Attempting to describe a Prohibited Product in disguised, coded or misleading terms is itself a violation of this Policy.

Carata, acting through its systems, moderation team or a Delivery Partner, may refuse to accept, fulfil, collect or deliver any Product or Order that reasonably appears to breach this Policy, at any stage of the Order, without liability to the Customer or Business for that refusal.

4. PROHIBITED PRODUCTS — NEVER PERMITTED

The following Products must never be listed, requested, sold, purchased or delivered through the Platform, whether added by a Business or requested by a Customer:

Category	Examples and legal basis
Narcotic drugs and psychotropic substances	Cannabis/bhang, heroin, cocaine, miraa/khat where restricted, and other substances controlled under the Narcotic Drugs and Psychotropic Substances (Control) Act (Cap. 245), other than through a duly licensed pharmacy acting within the scope of its licence and applicable prescription rules.
Firearms, ammunition and explosives	Guns, ammunition, gun parts, explosives, blasting agents and related items restricted under the Firearms Act (Cap. 114) and the Explosives Act (Cap. 115).
Counterfeit and pirated goods	Products bearing counterfeit trademarks, or infringing copyright, within the meaning of the Anti-Counterfeit Act, 2008 and the Copyright Act, 2001.
Stolen or unlawfully obtained goods	Any Product known or reasonably suspected to be stolen, smuggled, or unlawfully imported (evading Kenya Revenue Authority customs and excise requirements).
Protected wildlife and wildlife products	Ivory, bushmeat, trophies, live specimens or products derived from species protected under the Wildlife Conservation and Management Act, 2013.
Human body parts, remains and bodily fluids	Organs, tissue, blood or other human biological material, other than through a lawful, licensed medical channel outside the Platform.
Child sexual abuse material and content sexualising minors	Absolutely prohibited in every form, consistent with the Sexual Offences Act, 2006, the Children Act, 2022, and the Computer Misuse and Cybercrimes Act, 2018. Carata will report such content and associated accounts to the National Computer and Cybercrimes Coordination Committee and other competent authorities.
Weapons designed to cause injury	Knives, blades or other implements marketed or sold as weapons rather than for lawful household, culinary or trade use, and other offensive weapons whose sale or possession is unlawful.
Hazardous, radioactive or unlicensed chemical materials	Radioactive materials regulated under the Radiation Protection Act (Cap. 243), and hazardous chemicals or pesticides not registered for sale under the Pest Control Products Act (Cap. 346).
Unlicensed gambling and betting instruments	Products or services that facilitate unlicensed gambling, betting or lotteries contrary to the Betting, Lotteries and Gaming Act (Cap. 131).
Items prohibited by any other applicable Kenyan law	Including items whose import, export, sale, possession or delivery is otherwise prohibited or restricted by statute, regulation or a competent authority.

5. RESTRICTED PRODUCTS — PERMITTED ONLY SUBJECT TO CONDITIONS

The following Products may be listed, requested or delivered only where the stated conditions are met. Carata may decline, suspend or cancel a Restricted Product where it cannot reasonably confirm that the applicable condition is satisfied.

Category	Condition for lawful delivery
Prescription-only medicines and pharmaceuticals	May only be supplied by a Business holding a valid, current licence from the Pharmacy and Poisons Board under the Pharmacy and Poisons Act (Cap. 244), and only against a valid prescription for the Customer. Customer-requested purchases of prescription medicines must be fulfilled through a licensed pharmacy Business, not an ad hoc purchase by a Delivery Partner.
Alcoholic drinks	May only be sold by a Business licensed under the Alcoholic Drinks Control Act, 2010 (“Mututho Law”) and applicable county licensing requirements, only to Customers who are verified as at least 18 years old (or the applicable statutory minimum age), and only within any hours or areas permitted by law.
Tobacco and nicotine products	May only be sold in compliance with the Tobacco Control Act, 2007, including packaging/health-warning requirements, and only to Customers verified as at least 18 years old.
Agrochemicals, pesticides and veterinary products	May only be sold by a Business licensed or registered under the Pest Control Products Act (Cap. 346) or other applicable veterinary/agricultural legislation, as relevant.
Live animals	May only be supplied in compliance with the Prevention of Cruelty to Animals Act (Cap. 360) and any applicable veterinary or public-health requirements, and must be transported in a manner that does not endanger the animal’s welfare.
Second-hand electronics, appliances and vehicles parts	Must comply with applicable Kenya Bureau of Standards (KEBS) requirements and must not be counterfeit, stolen, or misrepresented as new.
Bladed kitchen or trade tools	Permitted where sold and used for legitimate household, culinary, agricultural or trade purposes, subject to Carata’s discretion to decline a request that reasonably appears intended for use as a weapon.

6. PROHIBITED CONTENT

In addition to the rules on Products, the following content must not be posted anywhere on the Platform, including in Product listings, images, reviews, ratings, messages, profile details or Product-request descriptions:

content that incites violence, hatred or discrimination on the basis of ethnicity, race, religion, gender, disability or other protected characteristic, consistent with the National Cohesion and Integration Act, 2008 and Article 33 of the Constitution of Kenya;
sexually explicit, obscene or nude content, and any content sexualising or endangering a minor, which is dealt with under Section 4 above as an absolute prohibition;
defamatory, harassing, threatening or abusive content directed at another user, Delivery Partner or third party;
content that infringes another person’s copyright, trademark or other intellectual property rights, consistent with the Copyright Act, 2001 and the Trade Marks Act (Cap. 506);
false, misleading or deceptive claims about a Product’s origin, safety, quality, certification or effect, consistent with the Consumer Protection Act, 2012;
another person’s personal data posted without a lawful basis or their consent, consistent with the Data Protection Act, 2019;
content that facilitates or promotes an unlawful transaction, including the categories described in Sections 4 and 5;
malicious code, phishing links, or content designed to compromise the security of the Platform or another user’s device, consistent with the Computer Misuse and Cybercrimes Act, 2018.

7. CUSTOMER-REQUESTED PRODUCTS AND ERRANDS

Where a Customer submits a free-text or custom request for a Delivery Partner to purchase an item (rather than selecting an existing Business listing), the same standard in Section 3 applies in full.

The Customer is responsible for ensuring that a request does not describe, directly or indirectly, a Prohibited Product or a Restricted Product for which the applicable condition (such as a valid prescription or age verification) is not met.
A Delivery Partner is not required to purchase an item they reasonably believe to be a Prohibited Product, and may decline to fulfil a request that reasonably appears to fall within Section 4 or an unmet condition in Section 5.
Carata may cancel a Customer-requested Product or the affected part of an Order, and process a refund in accordance with the Refund and Returns Policy, where the request is declined under this section.
Repeated attempts to request Prohibited Products, or to disguise such a request, may result in account warnings, suspension or termination under the Customer Terms & Conditions.

8. BUSINESS LISTINGS

A Business is solely responsible for ensuring that every Product it lists complies with Sections 4 and 5 of this Policy and all applicable Kenyan law, and for holding every licence or authorisation required to sell and supply that Product.
Carata may use automated screening, human moderation, spot checks or Customer/Delivery Partner reports to identify listings that may violate this Policy, and may remove, suspend or reject a listing without prior notice where reasonably necessary.
A Business that repeatedly lists Prohibited Products, or Restricted Products without meeting the applicable condition, may have its account suspended or terminated under Section 22 of the Business Terms & Conditions, in addition to any other remedy available to Carata.
Nothing in this Policy limits a Business’s own legal responsibility for a Product it lists, including under the Public Health Act (Cap. 242), the Food, Drugs and Chemical Substances Act (Cap. 254), and the Pharmacy and Poisons Act (Cap. 244), as applicable.

9. ENFORCEMENT

Carata may remove a listing, cancel an Order, decline a Customer request, or suspend or terminate an account where it reasonably believes this Policy has been violated.
Where a violation involves a criminal offence — including narcotics, firearms, counterfeit goods, wildlife products, or child sexual abuse material — Carata may report the matter to the Directorate of Criminal Investigations, the National Computer and Cybercrimes Coordination Committee, the Anti-Counterfeit Authority, the Kenya Wildlife Service, or another competent authority, and will cooperate with lawful investigations.
Carata may retain records of a violation, including listing content, request text, images, account details and communications, as evidence, consistent with Section 21 (Records, Audit and Evidence) of the Business Terms & Conditions and Carata’s Privacy Notice.
Enforcement action under this Policy is without prejudice to any other right or remedy available to Carata under the Business Terms & Conditions or Customer Terms & Conditions.

10. REPORTING A CONCERN

If you believe a Product listing, Customer request or piece of content violates this Policy, report it to Carata Support at support@carata.co with as much detail as possible, including the Order or listing reference, a description of the concern, and any supporting evidence. Carata will review reports and take appropriate action, but the outcome of a review may depend on the evidence available.

11. RELATIONSHIP WITH OTHER CARATA DOCUMENTS

This Policy should be read together with Section 20 (Prohibited Products and Conduct) and Section 6 (Product Listings, Inventory and Pricing) of the Business Terms & Conditions, Section 8 (Customer-Requested Products) and Section 12 (Food, Health, Allergies and Safety) of the Customer Terms & Conditions, the Refund and Returns Policy, and the Privacy Notice. Where there is an inconsistency between this Policy and those documents, the more restrictive rule (the one that most limits the sale, request or delivery of the Product or content in question) will apply, unless expressly stated otherwise.

12. GOVERNING LAW AND CHANGES TO THIS POLICY

This Policy is governed by the laws of Kenya. Carata may update this Policy from time to time, including to add new Prohibited or Restricted Product categories in response to changes in law or platform risk. Material changes will be notified through reasonable means before they take effect.