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Code of Conduct

Introduction

This Code of Conduct establishes the expected behavior for all users and vendors who engage with the MamaFua platform. Failure to adhere to this code may result in penalties, including but not limited to warnings, temporary or permanent bans, and legal action.

Unacceptable Behavior

The following actions adversely affect the experience of our community of vendors and customers and may lead to the termination of your vendor and/or customer account:

  1. Order Non-Performance (Cardinal Rule): Failure to fulfill orders without timely prior communication will result in immediate and irreversible removal from the app. Before accepting an order on the Mamafua App, we kindly ask that you ascertain your availability to fulfill it. If you’re unable to complete an order due to an emergency, please notify us 3 hours in advance to allow order reannouncement. Taking an order when uncertain about your availability is a guaranteed path to account closure . Let someone else take the order if you are uncertain.
  2. Off-Platform Transactions: MamaFua App automatically monitors "Exit Clients"—clients who do not return after being served by a vendor. A high percentage of non-returning clients indicates a vendor is directing customers off the platform and such vendors are automatically disqualified from any further order allocations indefinitely, directly impacting their earnings . Engaging in transactions outside of the Mamafua App platform is strictly prohibited and will result in immediate account termination upon detection. Mamafua App disclaims all liability for any transactions, agreements, or incidents that occur outside the platform. By using the Mamafua App platform, you agree to conduct all transactions within the platform to ensure accountability, security, and adherence to our policies. Any violations may result in legal action, and Mamafua will not be held responsible for any losses, damages, or disputes arising from unauthorized off-platform activities. . 
  3. Communications: Our platform provides an in-app Chat messaging functionality designed to facilitate seamless and secure communication between clients and vendors. Transactions or agreements made outside the platform are at your own risk, and Mamafua will not be held responsible for any losses, damages, or disputes resulting from such off-platform activities. Mamafua disclaims all liability for any agreements, transactions, or incidents arising from off-platform interactions through either SMS, Whatsapp or Any other Third Party Communication Platform. To ensure accountability and security, we strongly encourage all communications and transactions to be conducted within the Mamafua Chat Function on the platform
  4. Customer Complaints: Mamafua App allows customers to rate and review vendors based on their experience. The following conditions apply:
    1. Vendors are prohibited from contacting customers who leave negative reviews.
    2. Attempting to reach out to the customer for explanations or rating disputes will be treated as harassment and may result in account suspension.
    3. Mamafua handles all customer complaints internally and is in charge of customer communications regarding low ratings. 
    4. Vendors disputing low ratings should contact Mamafua Support for rating disputes, not the customer. 
    5. Multiple Negative reviews result in the following:
      1. Standard vendors- Multiple negative ratings may lead to account closure for standard vendors.
      2. Supervendors- Multiple negative ratings may lead to account demotion back to a standard vendor.
  6. Supervendor Programme: To ensure the best experience for our clients and our vendors, vendors who perform 15 orders with no incidents and OR who receive 10 or more 5 Star ⭐⭐⭐⭐⭐ ratings are promoted to our SuperVendor Program. 
    1. Supervendors receive the following benefits:
      1. Priority access - Supervendors get a 10mins head-start to pick the best orders before they become available to anyone else
      2. Extended service area visibility- Supervendors can see high value orders up to 8km
      3. Priority Support- Supervendors get preferential terms during client disputes and rating issues.
  8. Unauthorized Delegation: Your MamaFua App account is intended solely for your personal use. Transferring orders to others, including family members, or permitting someone else to fulfill your assigned tasks is considered a serious breach of Security. Such violations will lead to immediate account termination and legal action in the event of disputes or damages.
  9. Circumventing Service Restrictions: In accordance with MamaFua's client security policy, registration for home cleaning, meal preparation, laundry/ironing, and massage services is exclusively available to female service providers. We encourage male applicants to consider alternative professional service opportunities on our platform. Modifying your vendor services after registration to circumvent restrictions will be detected and lead to account termination.
  10. Harassment and Abuse: Any form of abuse, whether physical, verbal, sexual or non-sexual, as well as harassment or harm based on or independent of gender, race, ethnicity, religion, age, tribe, or disability, is strictly prohibited- both from the client or the vendor and will result in account closure and legal action in the event of disputes or damages.  Any request that is sexual in nature—whether explicit or implicit—is strictly prohibited. This includes requests that are intended to solicit sexual favors or that discriminate or objectify service providers. Orders with such requests may lead to permanent account termination, redress or potential legal action.
  11. Misrepresentation & Fraudulent Activities: Any form of misrepresentation or fraudulent behavior on the Mamafua App platform is strictly prohibited, whether committed by a client or a vendor. This includes, but is not limited to, providing false information, deceptive practices, or misrepresentation during registration, termination, app operation or dispute resolution processes. Such actions undermine the trust and integrity of our platform and will result in immediate account termination and, if necessary, legal action. Mamafua is committed to ensuring a fair and transparent environment for all users.
  12. Theft: Engaging in theft or attempting to steal personal information or tangible property is strictly prohibited. Such actions will result in immediate account termination and may lead to legal action. By using the Mamafua App, users consent to the collection and use of their provided information in accordance with our Privacy Policy. In the event of serious crimes, such as, but not limited to theft or fraud, Mamafua App reserves the right to share relevant information with law enforcement authorities, strictly in compliance with GDPR and other applicable data protection laws. This ensures that any data shared is limited to what is necessary for legal and investigative purposes.

Super Vendor Program

Regular vendors can join the supervendor program by either receiving 5 star ratings from 10 clients or performing 20 orders with no incident. This exclusive program rewards exemplary service providers with:

  • Priority access to orders - you get a 10 minute headstart to pick the best orders before they become available to anyone else
  • Extended service area visibility- you see orders over a wider area than regular vendors
  • Priority Support- Preferential terms during dispute resolution.

Reporting Mechanism

  1. Use the built-in contact feature in the MamaFua app to report any violations.
  2. You may also contact Mama Fua customer service via email at [sales@mamafuaapp.com] or phone at [0700584227/0705876661].

Changes to Code of Conduct

Mamafua reserves the right to update or modify this Code of Conduct at any time. It is the responsibility of users and vendors to review the document regularly to stay informed of any changes.

This Code of Conduct is designed to foster a safe, respectful, and transparent environment for all Mamafua users and vendors. By accessing or using the Mamafua platform, you acknowledge and agree to comply with the terms outlined in this Code of Conduct.

If you have questions about the legal validity or enforceability of this document, we recommend consulting with a qualified legal professional for guidance.

Appealing Account Termination 

If your account has been terminated, you may submit an appeal to Mamafua App. Please note:

  • The appeal review process takes up to 30 days.
  • Fraud-related terminations or terminations due to baseless order non-performance cannot be appealed.

For eligible appeals, ensure that all required information is provided accurately to avoid delays. For more details on account termination policies, please refer to our Code of Conduct

Appeal