Legal & Platform Policies

Prohibited Items Policy

Last updated: 18 September 2026

Always Prohibited

Counterfeit and infringing pieces

Anything carrying a designer’s name, logo or protected design without the rights holder’s authorisation: replicas, “inspired by” copies that reproduce protected elements, and pieces described with a designer’s name that they are not. If you cannot vouch for authenticity, say so plainly in the listing and do not use the brand name in the title.

Stolen or dishonestly obtained pieces

Anything obtained through theft, fraud, card or account misuse, or any other dishonest means.

Pieces that are not what they appear

Listings whose photos are not of the actual piece, or whose description hides damage, alterations, stains, missing parts or a different size from the one shown. Stock photos and photos taken from other websites are not permitted.

Items that cannot be hygienically resold

Worn intimates, hosiery and swimwear; used cosmetics, henna cones and beauty products; pierced earrings and body jewellery that have been worn, unless sterilised and sold as such.

Protected animal materials

Real fur or skin from protected species, ivory, tortoiseshell and any material restricted under CITES or UK law, including in embellishments and accessories.

Anything unlawful to sell

Any item whose sale, possession or distribution is unlawful in the United Kingdom, or that is subject to a product-safety recall.

Reporting a Prohibited Listing

If you see a listing that you believe violates this policy, tap the Report button on the listing. Our Trust & Safety team reviews all reports. You can also submit a report via our contact form with the listing reference.

If a listing is removed following your report, you will receive a confirmation. The seller is notified separately. If you believe a removal was made in error, see the Appeals Policy.

Enforcement

Dukanoh reserves the right to remove any Listing that we believe, in our sole discretion, violates this policy, applicable law, or our community standards. Repeated or serious violations will result in account suspension or permanent termination. In cases involving illegal content, we may be required to report to the National Crime Agency, Trading Standards, or other authorities.

Fee Schedule

Last updated: 18 September 2026

Seller Fees

Dukanoh charges 0% commission on completed sales. Sellers receive 100% of the listed item price. There are no listing fees, relisting fees, or final value fees.

Buyer Fees

A service fee is applied to buyer purchases at the point of checkout. The fee is displayed clearly before payment is confirmed and is calculated as follows:

The buyer service fee covers platform operation, Dukanoh Safe Checkout coverage, payment processing, and customer support. It is refunded in full whenever you receive a full refund: if the order is cancelled before dispatch, if the seller does not dispatch in time, or if a dispute is decided in your favour. It is not refunded when a dispute is decided in the seller’s favour.

Dukanoh Pro Subscription

Story Boosts

Story Boosts are processed through Apple App Store or Google Play in-app purchase systems. Purchased boosts are non-refundable once redeemed. Unused free Pro boosts do not roll over to the following month.

Payment Processing

All payments are processed by Stripe Payments UK Limited. Stripe applies its own processing fees, which are borne by Dukanoh and not charged to users separately. Sellers receive the full listed item price; buyers pay only the listed price plus the buyer service fee stated above.

Changes to Fees

Dukanoh will give at least 14 days’ notice of any increase to buyer service fees or Pro subscription prices, via in-app notification and email. Fee changes do not affect in-progress transactions at the time of the change.

Dukanoh Safe Checkout

Last updated: 18 September 2026

Eligible Transactions

Dukanoh Safe Checkout applies to transactions that meet all of the following criteria:

• The transaction was completed through the Dukanoh App (not arranged off-platform).
• The item is a physical, tangible good.
• The problem is reported before the order completes: at any time after dispatch, or within 48 hours of tapping Item received.

What Is Covered

Dukanoh will use reasonable endeavours to facilitate a refund of the full purchase price where:

• The item is not delivered within a reasonable period and cannot be traced using the uploaded tracking information.
• The item received is significantly not as described, meaning materially different in condition, specification, or authenticity from the Listing.
• The item received is counterfeit.
• The item arrives damaged due to inadequate packaging by the Seller.

How Claims Are Funded

Where a Dukanoh Safe Checkout claim is upheld, Dukanoh seeks to fund the refund through the following in order of priority:

1. Seller recovery: from funds held by Stripe that have not yet been released to the Seller.
2. Stripe dispute mechanisms: where Stripe’s payment dispute or chargeback process applies.
3. Dukanoh discretion: in limited circumstances, Dukanoh may at its sole discretion contribute toward a refund where the above channels have been exhausted.

Where funds have already been released to a Seller prior to a dispute being raised, Dukanoh will use reasonable efforts to recover them but cannot guarantee recovery. In such cases your recourse may be against the Seller directly or via your card issuer’s chargeback process.

How to Make a Claim

1. Tap Report an issue on the relevant order before it completes. You can do this at any time after the seller marks it as dispatched, or within 48 hours of tapping Item received. If you take no action, the order completes 7 days after dispatch; we send a reminder the day before.
2. Select the issue type and provide photographic or other evidence of the problem.
3. Our Trust & Safety team will review your claim and respond within 7 days.
4. If your claim is upheld, a refund will be processed within 5 to 10 business days to your original payment method, subject to successful recovery under the funding process above.

Full Exclusions List

Dukanoh Safe Checkout does not apply in the following circumstances:

Transaction-Level Exclusions

• The order has already completed. Once an order has completed, Safe Checkout no longer applies to it; your statutory rights are unaffected.
• The transaction was arranged or completed off-platform.

Item-Level Exclusions

• Pieces accurately described in the listing as damaged, altered, or sold for parts or fabric, where the claim relates to that disclosed condition.
• Made-to-measure pieces sewn or altered to measurements the Buyer supplied, unless the piece is objectively defective or is not the piece ordered.

Conduct-Based Exclusions

• The item has been used, worn, altered, or damaged by the Buyer after receipt.
• The dispute is a change of mind rather than a material discrepancy with the Listing.
• The Buyer has made a false, exaggerated, or vexatious claim.
• The issue relates to a subjective preference (e.g. colour appearing slightly different on screen vs. in person) rather than an objective mismatch.

Your Statutory Rights

Dukanoh Safe Checkout is in addition to, and does not replace, your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and the Digital Markets, Competition and Consumers Act 2024. You retain all statutory rights regardless of whether a Dukanoh Safe Checkout claim is upheld or excluded. If you are dissatisfied with a claim outcome, you may seek independent redress through the courts.

Appeals

If you disagree with a Safe Checkout decision, you may appeal within 7 days. See the Appeals Policy for the full process.

Appeals Policy

Last updated: 18 September 2026

Category 1: Listing Removal Appeals

Who can appeal: Any seller whose listing has been removed by Dukanoh.

Grounds for appeal:

• The removal was made in error (the item does not fall within the Prohibited Items Policy).
• New information or evidence is available that was not considered at the time of removal.
• The item was removed due to an automated screening error and a human review has not taken place.

How to appeal:

1. Submit an appeal via our contact form, quoting your username and the title of the removed listing.
2. State the grounds for your appeal and provide any supporting evidence (e.g. proof of authenticity, safety certificates, ownership documentation).
3. Submit your appeal within 30 days of the removal notice.

What happens next: A member of our Trust & Safety team (separate from whoever made the original decision) will review your appeal and respond within 5 business days. If your appeal is upheld, the listing will be reinstated and any related account action reviewed.

Category 2: Account Action Appeals

Who can appeal: Any user whose account has been suspended, restricted, or terminated by Dukanoh, including a seller whose selling was paused automatically after five cancellation strikes (Terms clause 4.7).

Grounds for appeal:

• The action was taken in error or based on incorrect information.
• The circumstances that led to the action have been resolved.
• The action is disproportionate given the nature of the breach.

How to appeal:

1. Submit an appeal via our contact form, referencing your username in the message.
2. Include your account email, a description of the situation, and any supporting evidence.
3. Submit your appeal within 60 days of the account action notice.

What happens next: We will acknowledge your appeal within 2 business days and issue a full response within 10 business days. If your appeal is upheld, your account will be reinstated or the restriction removed. Where termination is upheld, we will explain the basis and confirm whether re-registration is permitted.

Category 3: Dispute Decision Appeals

Who can appeal: Either the Buyer or the Seller in a transaction dispute resolved through the Dukanoh platform.

Grounds for appeal:

• New evidence is available that was not submitted during the original dispute process.
• The decision contains a factual error or was reached without considering evidence you submitted.
• The decision process was not followed correctly.

How to appeal:

1. Tap Appeal this decision within the dispute thread in the App, or submit an appeal via our contact form referencing your dispute ID.
2. Submit your appeal within 7 days of the dispute decision being issued.
3. Include only new evidence not previously submitted. Appeals based solely on disagreement with the outcome without new evidence will not be upheld.

What happens next: A senior Trust & Safety reviewer will assess the appeal and respond within 7 days. Appeal decisions are final within the platform. This does not affect any right you have to seek redress through the courts of England and Wales.

Principles of Our Appeals Process

• All appeals are reviewed by a person who was not involved in the original decision.
• We will not penalise you for submitting a good-faith appeal.
• Where an automated decision contributed to the original action, human review is mandatory as part of the appeal.
• We will explain the outcome of your appeal clearly, including the reason if it is not upheld.

Escalation

If you are unsatisfied with the outcome of an appeal, you may contact us via our contact form to request escalation to a senior manager. Dukanoh is not currently enrolled in a formal ADR scheme, but we will engage constructively with any independent mediation you initiate. You also retain the right to pursue the matter through the courts of England and Wales.

Cookie Policy

Last updated: 18 September 2026

What Are Cookies and Tracking Technologies?

Cookies are small text files stored on your device when you use an app or website. Mobile apps can also use device identifiers and software development kits (SDKs) that work in a similar way. Dukanoh uses none of these for analytics or advertising. The App keeps only your sign-in session, your preferences, and what the payment providers need to complete a purchase.

Categories of Tracking Technologies We Use

The App contains no analytics, advertising or tracking SDKs and does not read your device’s advertising identifier (IDFA or GAID). Crash reports and app-usage records are collected by Dukanoh’s own servers, with no account identifier on crash reports, and are described in §2 of the Privacy Policy.

Specific SDKs and Third-Party Tools

We review our third-party SDK list periodically. If we add new tracking tools that require your consent, we will notify you and update this policy before those tools are activated.

Retention Periods

Managing Your Preferences

There is no analytics or advertising tracking to switch off. Your notification choices, including the consent-based Marketing group, are at Settings → Notifications in the App. Push notifications as a whole can be turned off in your device’s notification settings. Your recent-searches list is stored on your device only; the text of a search is sent to our servers to find results and is not linked to your account.

Contact

If you have questions about our use of cookies or tracking technologies, contact us via our contact form.

Transparency Report

Published annually in accordance with Dukanoh’s obligations under the Online Safety Act 2023.

Year 1 Statement (2026, Platform Launch Year)

Dukanoh launched in 2026. As we are in our first year of operation, we are establishing the baseline data and systems required for full annual reporting. The categories below reflect what our Transparency Report will cover from the 2026 report (published Q1 2027) onwards.

What Our Annual Report Will Cover

Content Moderation

• Number of listings reviewed by automated systems.
• Number of listings removed, broken down by category (prohibited items, counterfeit, illegal content, other policy violations).
• Number of listings removed following user reports vs. proactive detection.
• Average time from report to action.

User Reports

• Total number of user reports received.
• Breakdown by report type (prohibited item, counterfeit, harassment, fraud, other).
• Proportion of reports actioned vs. not actioned, with reasons.

Account Actions

• Number of accounts suspended and permanently terminated.
• Primary reasons for account action.

Appeals

• Number of appeals received by category (listing removal, account action, dispute decision).
• Number of appeals upheld and overturned.
• Average time to appeal resolution.

Law Enforcement and Regulatory Requests

• Number of requests received from law enforcement or regulatory authorities.
• Number of requests complied with in full or in part.
• Jurisdictions making requests (UK only, or international).

Illegal Content Risk Assessment

A summary of our most recent illegal content risk assessment, including the categories of illegal content we have assessed as presenting the greatest risk on the platform and the measures we have implemented or are implementing to address them.

Contact

If you have questions about our safety practices or this report, contact us via our contact form.

To report illegal content or a safety concern, use the Report button in the App or submit a report via our contact form.