Penalty Policy
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Penalty Policy
Contents
1. About this Policy: purpose; scope; and application
2. Icyflame’s remedies for seller breaches
3. Breaches that result in financial penalties
4. The amount of the financial penalties
5. How we apply and communicate financial penalties to sellers
6. Further information
1. About the Penalty Policy
1.1. Purpose
Icyflame strives to maintain the highest standards on the Icyflame marketplace, to ensure
that buyers can always shop with trust and confidence, and that sellers compete
fairly. We have a range of codes, policies and guidelines, directed towards
maintaining our standards.
In the event that sellers fail to adhere to our codes, policies and guidelines, we
reserve the right to apply penalties, including financial penalties.
The purpose of this Policy is to ensure transparency around Icyflame’s approach to
applying penalties.
1.2. Scope
This Policy sets out:
● the range of remedies available to Icyflame for breach of the Terms and Conditions of
Use of the Marketplace, or Icyflame’s codes, policies and guidelines;
● the particular breaches that will be subject to financial penalties;
● the level of financial penalties that may be applied; and
● how we apply and communicate financial penalties to sellers.
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1.3. Application
This Policy applies to all sellers on the Icyflame marketplace.
2. Icyflame’s remedies for seller breaches
Icyflame may, in its discretion, apply financial penalties in respect of the following three
main categories of breach:
● quality control failures
● sale of counterfeit products; and
● sale of prohibited or restricted products,
particularised in further detail at section 3 below.
Icyflame’s right to apply the financial penalties set outlined in this Policy is without
prejudice to all other rights and remedies available pursuant to the Terms and
Conditions of Use of the Marketplace and at law, including:
● delisting (or de-boosting) products;
● formal warnings;
● temporarily suspending access to the marketplace;
● withholding all payments to the seller;
● deleting the seller account and permanently prohibit access to the marketplace;
● commencing legal action against the seller; and/or
● reporting the seller to the relevant regulatory authorities for criminal prosecution.
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3. Breaches that result in financial penalties
3.1. Quality control failure
Icyflame operates strict quality control procedures in respect of all products delivered to
its vendor drop off hubs and warehouses.
Icyflame will impose a penalty fee of Kes 1000 on sellers in respect of each and every
product that fails Icyflame’s quality control checks, including for any of the reasons listed
in the table below.
I QC failure
reason Definition Description
Wrong item
Fulfilled an item
different from what
was ordered
If an item is rejected at the drop off point because it
does not physically match what was ordered. This
applies to the wrong color, shape, technical
characteristics, brand, swapped invoices.
Defective
item
Fulfilled items not
working in line
with specifications,
items missing
parts, broken seals
or stains.
If an item is rejected at the drop off point because it
is damaged, incomplete, not functional or not
usable. e.g. missing item or parts, damaged or
broken item/package, stains, stitching defects,
misplaced or broken seals, items that do not power
on.
Used/Refurbished item
Fulfilled item(s) that have been previously used
If an item is rejected at the drop off point because it
is not new e.g. item looks used/has been used or is
refurbished yet decription is listed as new.
3.2. Counterfeit product
Icyflame prohibits the sale of counterfeit products on our marketplace, and will act swiftly
to remove such products from the supply chain.
Icyflame will impose a penalty fee of Kes 5000 on sellers in respect of each and every
counterfeit item that we discover, either on a product listing, during quality control
inspections, or following a buyer complaint.
Our Anti-Counterfeit Policy further particularises our approach to keeping
counterfeit products out of the marketplace, and to dealing with breaches of the
policy.
3.3. Prohibited or restricted products
Prohibited products are those products that may never be sold on Icyflame due to
illegality, whilst restricted products may only be sold if certain criteria are met.
Icyflame reviews all product listings, and works with our logistics providers and customs
authorities, to ensure that we identify and prevent the sale of prohibited and
restricted products.
Icyflame will impose a penalty fee of Kes 5,000 on sellers in respect of each and every
prohibited or restricted item that we discover, either on a product listing or at any
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other point in our supply chain.
Our Prohibited and Restricted Products Policy further particularises our approach
to protecting our buyers against the sale of unsafe, illegal and otherwise unlicensed
products when they shop on our marketplace.
4. The level of the financial penalties
The table below summaries the amount of the penalty fees applied for specified
breaches.
Breach Penalty per item
(Kes)
Quality control failure 1000
Counterfeit product 5000
Prohibited or restricted products 1,000
The above penalty fees will be applied in the local currency equivalent of the Kenyan
Shillings amount stated above.
Icyflame may periodically review and amend the level of the financial penalties applied.
5. How we apply and communicate financial penalties to sellers
Icyflame communicates with sellers to notify them of any breaches and related penalties
applied to their account.
All penalties are clearly identified in the seller’s statement of account and set off
against commissions payable to the seller.
6. Further information
If you are a seller and you have any questions about this Policy, or any penalty fees
charged to you, please contact our Seller Support Team.
Last updated 1 April 2025