SOKONI is built on trust. Every buyer, seller, driver, and service provider on our platform is protected by a layered system of verification, payment security, fraud detection, and community standards.
Every purchase is covered. If your order doesn't arrive or isn't as described, you're protected by SOKONI's buyer guarantee.
Sellers undergo identity verification, business registration checks, and ongoing performance monitoring before and after approval.
All payments are processed through IntaSend, licensed by the Central Bank of Kenya. We never hold your card number or M-Pesa PIN.
Dedicated mediation for buyer-seller disputes. Human review within 48 hours. Fair, transparent outcomes informed by evidence.
AI-powered monitoring flags suspicious activity in real time — duplicate orders, payment anomalies, fake reviews, and account takeovers.
Our Community Guidelines define what is and isn't allowed. Content moderation protects everyone from harmful, misleading, or illegal listings.
Every purchase on SOKONI is covered by our Buyer Protection Policy. If something goes wrong, we'll make it right.
See our Refund Policy and Returns Policy for full terms.
All sellers on SOKONI are subject to a verification process. We don't allow anonymous selling — every merchant is accountable.
Sellers who accumulate negative reviews, dispute losses, or policy violations are subject to performance warnings, listing restrictions, or permanent suspension.
Payments on SOKONI are handled exclusively by IntaSend, a Central Bank of Kenya-licensed payment processor. We never process card payments directly, and we never store card numbers or M-Pesa PINs.
Read more: Payment Security Centre
When a buyer and seller cannot resolve an issue directly, SOKONI provides structured mediation. Our goal is a fair outcome informed by evidence, not just the loudest complaint.
Sellers with a dispute loss rate above 5% receive a performance warning. Above 10% triggers a mandatory review. Persistent violations result in suspension.
SOKONI operates a layered anti-fraud system combining rule-based detection with AI monitoring. We protect both buyers and sellers from fraud.
Automated detection flags the same amount charged to the same account within 5 minutes. Duplicates are rejected before the second charge completes.
Unusual payment volumes — more than 20 transactions per hour from a single merchant terminal — trigger a real-time alert and review.
Reviews are only accepted from verified buyers with completed transactions. Self-review, incentivised review, and review farming are detected and removed.
Unusual login patterns, impossible travel, and credential stuffing attempts trigger automatic session revocation and re-authentication requirements.
AI scans new listings for known counterfeit signals — pricing far below market value, stock photos from known fake goods, brand name misuse — and flags them for human review.
Accounts are locked after 5 consecutive failed login attempts. Unlocking requires email or SMS verification. IP-based rate limiting applies across all authentication endpoints.
All listings, reviews, and user-generated content on SOKONI are subject to moderation. Our standards are set out in detail in the Community Guidelines.
SOKONI uses a Trust Passport system to communicate the verification level of every user on the platform. Badges are displayed on profiles, listings, and during checkout.
To start verification, visit your Profile and go to Settings → Verification, or visit the Verification Centre.
Help us keep SOKONI safe by reporting anything suspicious. Your report is confidential and reviewed by a human within 24 hours.
If you believe you are in immediate danger as a result of a transaction on SOKONI, contact the Kenya Police Service on 999 or 0800 722 203 immediately. Then contact us at security@mysokoni.co.ke so we can cooperate with law enforcement.
Rights holders may submit takedown requests to legal@mysokoni.co.ke. Include the infringing listing URL, proof of ownership, and a statement of good faith. We respond within 3 business days.
Trust & Safety: trust@mysokoni.co.ke
Security incidents: security@mysokoni.co.ke
Legal / IP takedown: legal@mysokoni.co.ke
Privacy / KDPA requests: privacy@mysokoni.co.ke
General support: support@mysokoni.co.ke
Response times: trust reports <24h · security incidents <4h · legal takedowns <3 business days · general support <72h