Acceptable Use Policy

1. Purpose#

1.1 This policy sets out what you may and may not do on the Fawran platform, and what we do when the rules are broken.

1.2 It is written to protect three parties: other customers, Sellers, and the Platform itself. The overwhelming majority of buyers will never need it.

1.3 It forms part of the Terms of Use.

2. Legitimate use#

2.1 Use the Platform for what it is for: browsing and buying Items for your own use, managing your Orders, and contacting support.

2.2 Give accurate details, obey the law, and treat the people you deal with — support staff and Captains — with respect.

3. What is prohibited#

3.1 Fraud and deception#

• using a payment method you are not entitled to use;
• deliberately giving false identity, address or contact details;
• impersonating another person or claiming a status you do not hold;
• claiming a refund for an Item you received in good condition, or claiming you did not receive it;
• returning an Item different from the one sent to you, or returning an Item not bought from Fawran.

3.2 Abuse of the returns and refunds path#

• excessive repeat returns beyond any reasonable use of the policy;
• returning Items after use going beyond what was needed to inspect them;
• deliberately damaging an Item and then claiming it arrived damaged;
• submitting altered images or documents to support a claim.

3.3 Abuse of cash on delivery#

• placing cash-on-delivery Orders with no intention of receiving or paying for them;
• repeatedly refusing delivery without reason;
• using incorrect addresses or phone numbers on cash-on-delivery Orders.

3.4 Abuse of promotions#

• creating multiple accounts to obtain an offer intended for single use;
• exploiting an obvious software error in pricing or discount calculation;
• reselling promotionally-priced Items on a commercial basis.

3.5 Harming the Platform#

• attempting unauthorised access to any account, system or data;
• automated crawling or scraping, or loading the Platform with automated requests;
• introducing malicious software or exploiting a vulnerability;
• circumventing protection measures or usage limits.

3.6 Content abuse#

• posting unlawful, abusive, defamatory content, or content that violates another person's privacy;
• posting a review in exchange for consideration, or posting fake reviews, whether negative or positive;
• posting another person's personal data without their consent;
• infringing a third party's intellectual property rights.

The content rules are set out in the Product Reviews, Ratings and User Content Policy.

3.7 Mistreating people#

• threatening, insulting or harassing support staff or Captains;
• discriminating against them or against any other user.

4. How we detect a breach#

4.1 We use automated signals (order and return patterns, repeated addresses and payment methods, device signals) alongside human review.

4.2 No permanent action is taken on an automated signal alone. Before an account is suspended or terminated, a member of staff reviews the case.

4.3 Fraud-prevention processing is explained in the Privacy Policy.

5. Actions we may take#

5.1 Action is graduated according to the seriousness and repetition of the breach:

5.2 We take the least action that is sufficient. We do not terminate where something lesser would do.

6. Your procedural safeguards#

6.1 Notice: unless the law prevents us or the severity of the case requires otherwise, we tell you what action was taken and why.

6.2 Right of reply: you may submit an explanation or evidence. We undertake to consider it.

6.3 Escalation: if you are not satisfied with the outcome, the escalation path is in the Customer Complaints and Escalation Policy.

6.4 What survives any action: no action we take extinguishes a refund owed to you, your statutory rights in respect of Items already delivered, or your right to go to court.

7. Legal basis#

7.1 This policy rests on our contractual right to set the conditions on which our services are used, and on our duty to protect other customers and Sellers.

7.2 Jordanian legislation in force — including the Cybercrime Law No. (17) of 2023 — covers conduct such as electronic fraud, unauthorised access to systems, and attacks on electronic payment means. We cooperate with the competent authorities where the law requires it.

7.3 Nothing in this policy is to be read as giving Fawran unlimited discretion: every action must be justified, proportionate, and open to escalation.

8. Reporting a breach#

8.1 If you see a listing that breaks the rules, a fake review, or abusive behaviour, tell us through the official channels in the Customer Support and Official Contact Policy.

8.2 We treat your report confidentially and do not disclose your identity to the person reported unless the law requires it.

9. Version history#