Community Guidelines

**TOSHZA (Pty) Ltd** · Registration 2025/929932/07

Website: https://toshza.co.za

Version 1.0 · Effective 17 July 2026 · Last updated 17 July 2026

These Community Guidelines set the standards of trust, fairness, safety, and respect expected of every customer, supplier, and driver on the TOSHZA marketplace. They govern reviews, ratings, messaging, and day-to-day conduct so that TOSHZA remains a reliable South African trading community.

1. Introduction and Scope

These Community Guidelines apply to all persons who access or use the TOSHZA platform operated by TOSHZA (Pty) Ltd (Registration Number 2025/929932/07), with registered address at Florida Hills, Roodepoort, Gauteng, South Africa ("TOSHZA", "we", "us", or "our").

The Guidelines form part of the TOSHZA Legal Documents Package and must be read with the Terms and Conditions, Acceptable Use Policy, Privacy Policy, and related policies published at https://toshza.co.za.

By creating an account, posting content, messaging other users, submitting reviews or ratings, or otherwise participating on TOSHZA, you agree to comply with these Guidelines.

2. Our Community Values

TOSHZA is built on values that define how we trade and interact:

Trust — honest listings, accurate information, and reliable fulfilment.
Fairness — transparent dealings, good-faith dispute resolution, and equal treatment under platform rules.
South African marketplace excellence — professional service standards that reflect pride in local commerce and customer care.
Safety — protecting people, property, and personal information in every transaction and delivery.
Respect — courteous communication and zero tolerance for harassment, discrimination, or abuse.

Conduct that undermines these values may result in content removal, account restrictions, or termination as described in these Guidelines and our Acceptable Use Policy.

3. Expectations for Customers

Customers are expected to use the platform responsibly and in good faith, including by:

Providing accurate contact, delivery, and account information.
Completing payment for orders placed, subject to lawful cancellation and refund rights.
Being available for collection or delivery OTP verification where required.
Treating suppliers, drivers, and TOSHZA support staff with courtesy.
Raising genuine concerns through platform support channels rather than public abuse or false claims.

Customers must not place orders with intent to defraud, abuse promotions, or harass suppliers or drivers.

4. Expectations for Suppliers

Suppliers are expected to uphold professional trading standards on TOSHZA, including by:

Listing products accurately, with clear descriptions, pricing, and availability.
Honouring confirmed orders and communicating promptly about delays or stock issues.
Packing goods securely and handing them over in a condition fit for sale and transport.
Responding to customer and platform enquiries within reasonable business timeframes.
Competing fairly and without misleading claims, counterfeit goods, or prohibited products.

Suppliers must not pressure customers for off-platform payments, manipulate reviews, or misuse customer data obtained through TOSHZA.

5. Expectations for Drivers

Drivers and delivery partners form a critical part of the TOSHZA experience and must:

Handle parcels with care and deliver them to the correct recipient or authorised collection point.
Follow collection and delivery OTP or verification procedures where the platform requires them.
Communicate courteously with customers and suppliers and report delivery exceptions promptly.
Comply with applicable road traffic laws, licensing requirements, and safety standards.
Protect customer addresses, contact details, and parcel contents from unauthorised disclosure or use.

Drivers must not open parcels without lawful authority, solicit off-platform work using TOSHZA data, or engage in unsafe or abusive conduct.

6. Reviews

Reviews help the community make informed decisions. Reviews must be based on a genuine transaction or experience on TOSHZA and must not be false, misleading, or defamatory.

When writing or responding to reviews, you must:

Stick to your actual experience with the product, service, delivery, or interaction.
Avoid hate speech, threats, personal attacks, or content that reveals another person's private information.
Not offer or accept payment, discounts, or other incentives for biased positive or negative reviews.
Not post reviews for products or services you have not purchased or received through TOSHZA, except where TOSHZA expressly permits feedback on a platform experience.

TOSHZA may remove reviews that violate these Guidelines, applicable law, or our Acceptable Use Policy, and may limit review privileges where abuse is detected.

7. Ratings

Star ratings and similar scoring tools are intended to reflect honest assessments of products, suppliers, drivers, or platform experiences.

Users must not:

Coordinate artificial rating campaigns to inflate or suppress scores.
Create multiple accounts to submit duplicate or manipulative ratings.
Threaten another party with a negative rating to obtain unjustified concessions.
Use ratings as a vehicle for harassment or retaliation unrelated to the transaction.

TOSHZA may recalibrate, hide, or disregard ratings that appear fraudulent, coerced, or otherwise inconsistent with these Guidelines.

8. Messaging and Communication

Platform messaging exists to support legitimate marketplace activity such as order clarification, delivery coordination, and customer support.

Users must:

Keep messages relevant to the order, listing, delivery, or support matter at hand.
Communicate politely and without threats, intimidation, or discriminatory language.
Not send spam, unsolicited marketing, phishing links, malware, or requests for sensitive credentials.
Not share another person's personal information without a lawful basis or necessary transaction purpose.

TOSHZA may monitor messaging where lawful and necessary for safety, fraud prevention, dispute resolution, or compliance, as described in our Privacy Policy.

9. General Conduct Standards

All community members must observe the following conduct standards:

Do not discriminate against or harass any person based on race, gender, sex, pregnancy, marital status, ethnic or social origin, colour, sexual orientation, age, disability, religion, conscience, belief, culture, language, birth, or any other ground protected under South African law.
Do not engage in fraud, identity theft, payment abuse, or attempts to circumvent platform security.
Do not list, promote, or facilitate illegal goods or services.
Do not impersonate TOSHZA, another user, or any third party.
Do not interfere with platform operations, including scraping, flooding, or exploiting vulnerabilities.
Do not use TOSHZA to organise unauthorised off-platform transactions that evade platform protections or fees where those protections or fees are contractually required.

Breach of these standards may also constitute a breach of the Terms and Conditions and Acceptable Use Policy.

10. Safety and Reporting

If you encounter conduct that threatens personal safety, involves suspected criminal activity, or otherwise endangers the community, report it immediately to support@toshza.co.za and, where appropriate, to the South African Police Service or other competent authorities.

For privacy-related concerns, contact privacy@toshza.co.za. Data subject requests may also be submitted via https://toshza.co.za/data-request.

TOSHZA takes good-faith reports seriously and may investigate, preserve relevant records, restrict accounts, and cooperate with lawful authority requests.

11. Content Moderation

TOSHZA reserves the right to review, edit, hide, or remove user-generated content — including reviews, ratings, messages, listing text, and images — that violates these Guidelines, our policies, or applicable law.

Moderation decisions may consider context, repeat behaviour, risk of harm, and the integrity of the marketplace. Removal of content does not always mean a permanent account sanction, but repeated violations will be treated more seriously.

12. Enforcement

Where TOSHZA reasonably believes these Guidelines have been breached, we may take one or more of the following actions:

Issue a warning or require corrective action.
Remove or restrict content, listings, reviews, ratings, or messaging privileges.
Suspend or terminate accounts, in whole or in part.
Withhold or reverse benefits obtained through abusive conduct, subject to applicable payment and consumer laws.
Report unlawful conduct to regulators or law enforcement.
Pursue any other remedy available under the Terms and Conditions or South African law.

Enforcement action will be proportionate to the nature, severity, and frequency of the breach. TOSHZA is not obliged to provide advance notice where immediate action is reasonably necessary to protect users, the platform, or third parties.

13. Appeals and Support

If you believe an enforcement decision was made in error, you may contact support@toshza.co.za with your account details, the decision concerned, and any supporting information.

TOSHZA will consider appeals in good faith. Submitting an appeal does not guarantee reinstatement, and abusive or frivolous appeals may themselves be treated as a breach of these Guidelines.

14. Relationship to Other Policies

These Guidelines complement, and do not replace, the Terms and Conditions, Acceptable Use Policy, Supplier Agreement, Supplier Onboarding Terms, Privacy Policy, and POPIA Compliance Notice.

In the event of conflict on a commercial or contractual matter, the applicable agreement (such as the Terms and Conditions or Supplier Agreement) will prevail for that matter. In the event of conflict on prohibited conduct, the stricter standard applies.

15. Updates to these Guidelines

TOSHZA may update these Community Guidelines from time to time to reflect legal, operational, or community needs. The updated version will be published at https://toshza.co.za with a revised effective or last-updated date.

Continued use of the platform after publication of an update constitutes acceptance of the revised Guidelines, except where South African law requires a different process for material changes.

16. Contact

For community, safety, or enforcement queries:

Support: support@toshza.co.za
Privacy: privacy@toshza.co.za
Website: https://toshza.co.za
Postal / registered address: Florida Hills, Roodepoort, Gauteng, South Africa

TOSHZA (Pty) Ltd · Registration Number 2025/929932/07

Contact: support@toshza.co.za · Privacy: privacy@toshza.co.za