This Trust and Safety Policy explains how UkaMart Global Ltd (RC1532291) addresses scams, abuse, intellectual property reports and account enforcement. It provides notice, evidence review and appeal routes while allowing urgent protection where needed. Copyright procedures have statutory steps separate from ordinary moderation appeals.
1 Scam and account safety
Do not trust a payment screenshot alone. Check the official transaction status, and report a mismatch. Never give a seller, rider, creator or support agent your banking OTP, PIN, password or card security code. Delivery codes are different and should be shared only at a legitimate handover.
Check links and sender identity before entering account information. Fake support messages, urgent “verification fees”, impersonation and off-platform payment demands are warning signs. Report suspicious contact through support@ukamart.com, using an independently accessed route.
If you suspect account takeover, secure your account through available recovery controls and contact support promptly. We may temporarily restrict sensitive actions while verifying ownership. We do not treat a compromised account's automated risk score as conclusive evidence that its owner committed fraud.
2 Messaging
Harassment, threats, sexual exploitation, spam, phishing and requests for financial secrets are prohibited. Stop unwanted contact and use support to resolve an outstanding order. Do not use messages to evade product rules or misrepresent off-platform protection.
We scan in-app messages for fraud and abuse indicators based on a documented legitimate-interest assessment, subject to children's safeguards and other applicable requirements. Authorised staff review relevant alerts and reports. A flag is a lead, not proof. We do not use message content for audience matching.
Ordinary messages are retained for 12 months from sending; relevant support or safety evidence, including flagged messages, for 12 months after case closure unless a documented legal hold applies. Contact privacy@ukamart.com to object or exercise rights. This Policy does not describe messages as inaccessible to UkaMart.
3 Meet up safety
UkaMart does not supervise private meetings between users. Choose a public, well-lit place, avoid unnecessary disclosure of your home address, consider bringing a trusted adult and inspect goods safely. Do not meet if threatened or pressured. Children must not use meetings to bypass transaction restrictions.
We are not responsible for another user's independent conduct or loss arising from a private meeting except to the extent caused by our own negligence, breach or a responsibility the law does not permit us to exclude. A meeting arranged in chat does not create Buyer Protection for a private payment.
Platform reporting is not an emergency service. Contact the appropriate emergency service or law enforcement if there is immediate danger.
4 Copyright
Creators and sellers must have rights or an applicable legal exception for uploaded material. Music, product photographs, videos, software and text can involve separate rights. Attribution alone is not permission.
Designated copyright contact: Copyright Notices Officer, UkaMart Global Ltd (RC1532291), support@ukamart.com, subject “Copyright notice”. Postal address: No. 49 Tetlow Road, Online Plaza (Opposite Haier Thermocool Showroom), Owerri, Imo State, Nigeria. This is the formal designated channel, not merely a general invitation to complain.
We apply the statutory process where applicable without asserting automatic immunity for every platform activity. Our role in hosting, selecting, promoting or commercially benefiting from particular content must be assessed on the actual facts.
5 Trademark and brand identity
Do not use marks, packaging, shop names or badges to mislead people about origin, endorsement or affiliation. Genuine compatibility descriptions and other lawful uses are assessed in context.
Send “Trademark complaint” to support@ukamart.com with the mark, owner or authorised representative, relevant rights evidence, listing or content identifiers and reasons for confusion. We aim to acknowledge within 2 business days and provide a reasoned outcome or substantive progress update within 10 business days. A credible urgent risk may require interim removal before final review.
6 Counterfeit complaints
Provide product identifiers, images, purchase information where available and the basis for believing the item counterfeit. Brand evidence or specialist review may help, but not every complainant must buy an expert report before receiving assistance.
We may restrict affected listings, seek seller provenance and coordinate appropriate remedies. Counterfeit goods must not return to ordinary resale. Trademark and authenticity assessments do not use copyright's seven-day counter-notice rule by default. Updates follow the same 2-business-day acknowledgement and 10-business-day outcome or progress targets.
7 Notice and takedown
A copyright notice must be written and include the rights holder's or authorised person's physical or electronic signature; the protected work; identification and location of the disputed material; contact details; a declaration on oath that the use is believed unauthorised by the owner, agent or law; and a statement of accuracy and authority. Missing information may need correction, without delaying an independently justified urgent safety action.
Under the applicable Copyright Act procedure, we promptly notify the subscriber and expeditiously remove or disable the material or links, then notify the rights holder. We take effective steps against re-upload of removed infringing content and promptly disable a known re-upload as required.
We immediately forward a written counter-notice to the rights holder. We may restore access if no response denying authorisation is received within 7 days after forwarding. Restoration is not automatic, and a separate lawful safety or policy reason may prevent it. The Nigerian Copyright Commission may determine a disputed takedown.
For repeated notifications affecting an account, we issue the statutory warning and request receipt confirmation. The subscriber may send a signed challenge based on mistake or misidentification within 10 days of the warning, with full contact information and factual grounds. If unresolved within 10 days after receipt, the challenge is referred to the Nigerian Copyright Commission. Where the statutory conditions apply, a second notification with no pending challenge requires suspension for at least one month.
Knowingly false notices or counter-notices may have legal consequences. Information necessary for the statutory response may be shared with the other party; unrelated personal data is minimised. The process does not promise absolute anonymity, automatic restoration or a final court-like ruling by UkaMart on ownership.
8 Reporting
Email support@ukamart.com or use an available in-app report control. Give the account, order, message, listing or content reference, the issue and relevant evidence. Do not download or forward suspected child-abuse material; report its location securely.
We aim to acknowledge within 2 business days and provide a result or substantive update within 10 business days. Urgent safety and valid statutory notices are prioritised and follow their own required speed. Good-faith mistakes are not punished; knowingly false or abusive reporting may be restricted.
9 Investigations
We assess reliability, context, seriousness, user history and the affected person's explanation. We may seek relevant transaction, provenance or rights records, restrict affected functions temporarily and preserve necessary evidence. A report count or automated flag is not a finding.
Access to private information is limited to authorised purposes under Document 1. We may report incidents to competent authorities where required or lawfully justified, including applicable cybersecurity obligations. We do not disclose information merely because an unverified person claims to be law enforcement.
Final bans, significant commerce or affiliate restrictions and adverse payout decisions receive meaningful human review. Urgent interim action can precede that review. Reasons may be limited where disclosure would create a specific safety, privacy or legal risk.
10 Enforcement levels
Educational notice: explain the issue and the correction needed where a limited problem can be resolved without restriction.
Warning: record a substantiated breach and explain the consequences of repetition, without treating every warning as proof of future misconduct.
Content removal: remove or limit a post, comment, audio track or other content for a supported reason.
Product removal: unpublish or remove a non-compliant listing and address affected orders separately.
Feature restriction: limit a specific capability such as messaging, posting or LIVE where the risk concerns that function.
Commerce restriction: limit selling or order activity where supported, with separate handling of existing buyer remedies and proceeds.
Affiliate restriction: pause promotion or participation without automatically confiscating unrelated valid earnings.
Temporary suspension: restrict account access for a stated period or review condition, preserving support and review routes.
Permanent suspension: end participation for serious or repeated supported violations, subject to human review and an appeal route where lawful.
These levels are not a compulsory sequence. Serious harm can justify immediate higher-level action. Copyright repeat-infringement requirements take precedence where applicable. Money is held, adjusted or recovered only under a separate lawful financial basis.
11 Appeals
Notice: where lawful, we identify the decision, affected content, function or transaction, interim or final status, duration or review condition and appeal route. Urgent action may precede notice, followed by notice as soon as lawful.
Reason and evidence: we identify the rule and a useful summary of the concern, disclose enough for a meaningful response and protect unrelated confidential details. “System decision” alone is not an adequate explanation.
Appeal: email support@ukamart.com with “Appeal”, the reference, grounds and relevant evidence ordinarily within 30 calendar days of notice. We consider reasonable late appeals for missed notice, lost access or important new evidence. Statutory copyright challenges use section 7 instead.
Review: an authorised human reviewer assesses the merits and can change the outcome. Where practicable, the reviewer is different from the original decision-maker. We acknowledge within 2 business days and aim for a reasoned outcome within 10 business days. If more time is needed, we explain why and update at least every 10 business days.
Outcome: we uphold, vary or reverse the decision, or request necessary further evidence. We explain restoration, remaining restrictions and any separately assessed money. A reversal includes correction of relevant records where appropriate. Good-faith appeals do not attract retaliation.
Escalation: request review by the Trust and Safety Lead if material evidence or a procedural error remains. You may approach the Nigerian Copyright Commission, FCCPC, NDPC, law enforcement or a competent court as relevant, without exhausting our process. Our review does not extend external legal deadlines. Privacy enquiries go to privacy@ukamart.com.
For these service targets, business days mean Monday to Friday excluding Nigerian public holidays. Calendar days include weekends and holidays. Any shorter mandatory legal deadline takes priority.