Last updated: 2 February 2026
Version: 2.0
Operator: One&Only Group Limited (“Kapsule”, “we”, “us”, “our”)

Welcome to the Kapsule community! These Community Guidelines establish the standards of behavior and conduct we expect from all members of our marketplace – Buyers, Sellers, and visitors alike.

Our goal is to create a safe, respectful, trustworthy, and inclusive environment where everyone can buy and sell with confidence.

1. Purpose and Application

1.1 These Community Guidelines apply to all interactions and activities on Kapsule, including:

  • Product listings, descriptions, and images
  • Reviews, ratings, and comments
  • Messages and communications between users
  • Profile information and user-generated content
  • Public posts, discussions, and community features
  • Any other content or conduct on the platform

1.2 These Guidelines supplement our Conditions of Use, Seller Policy, and Prohibited & Restricted Content Policy.

1.3 Violations of these Guidelines may result in content removal, warnings, account restrictions, suspension, or permanent termination, depending on the severity and frequency of violations.

2. Core Community Values

Our community is built on these fundamental values:

Respect

2.1 Treat all community members with courtesy, dignity, and respect, regardless of differences in background, beliefs, or opinions.

Honesty and Integrity

2.2 Be truthful and transparent in all dealings. Represent products, services, and yourself accurately.

Safety

2.3 Help keep Kapsule safe by following policies, reporting violations, and avoiding content or behavior that could harm others.

Inclusivity

2.4 Welcome diversity and create an environment where everyone feels valued and able to participate.

Accountability

2.5 Take responsibility for your actions, fulfill your commitments, and work constructively to resolve issues.

3. Respectful Communication

What We Expect

3.1 When communicating on Kapsule, you should:

  • Be polite, professional, and considerate
  • Use appropriate language free from profanity and vulgarity
  • Communicate clearly and constructively
  • Respond promptly to messages and inquiries
  • Give others the benefit of the doubt
  • Focus on facts and the issue at hand, not personal attacks
  • Assume good faith unless there’s clear evidence otherwise

What’s Not Acceptable

3.2 The following communication behaviors are prohibited:

  • Harassment, bullying, intimidation, or threats
  • Hate speech or discriminatory language based on race, ethnicity, religion, gender, sexual orientation, disability, or other protected characteristics
  • Personal attacks, insults, or defamatory statements
  • Aggressive, hostile, or abusive language
  • Sexual harassment or unwanted sexual advances
  • Doxxing (publishing private information about someone without consent)
  • Impersonation of others or misrepresenting your identity
  • Spam, unsolicited advertising, or repetitive messages
  • Manipulation or coercion

4. Product Listings and Descriptions

Accurate Representation

4.1 All product listings must:

  • Accurately describe the item being sold
  • Use genuine photos of the actual product (not stock images unless clearly stated)
  • Disclose all material information including condition, defects, wear, and limitations
  • State clear, honest specifications and features
  • Indicate the true product condition (new, used, refurbished)
  • Not make false, misleading, or exaggerated claims

Appropriate Images

4.2 Product images must be:

  • Clear, well-lit, and accurately represent the product
  • Free from watermarks, logos (unless your brand), or excessive editing
  • Appropriate and not sexually suggestive or offensive
  • Your own photos or images you’re licensed to use
  • Showing the actual product from multiple angles where helpful

Prohibited Content in Listings

4.3 Listings must not contain:

  • Misleading, deceptive, or false information
  • Offensive, inappropriate, or adult content
  • Content that violates intellectual property rights
  • Excessive use of capital letters, emojis, or special characters
  • Irrelevant keywords or spam designed to manipulate search results
  • External links to competing platforms or off-platform sales
  • Contact information encouraging direct sales outside Kapsule

5. Reviews and Ratings

Honest and Fair Reviews

5.1 When leaving reviews, you should:

  • Provide honest, accurate feedback based on your genuine experience
  • Be specific about what was good or needs improvement
  • Focus on the product, service, and transaction experience
  • Be fair and balanced
  • Review the actual product you received
  • Allow reasonable time for delivery before reviewing

What’s Not Acceptable in Reviews

5.2 Reviews must not:

  • Be based on incentives, payments, discounts, or other compensation
  • Contain personal attacks, profanity, or offensive language
  • Include private or personal information about sellers or others
  • Be written by the Seller about their own products or by competitors
  • Focus primarily on shipping delays outside the Seller’s control (such as courier issues)
  • Make unverified claims or accusations
  • Be unrelated to the actual product or purchase experience
  • Contain spam, promotional content, or external links

Seller Responses to Reviews

5.3 When responding to reviews, Sellers should:

  • Remain professional and courteous even with negative reviews
  • Address legitimate concerns constructively
  • Offer solutions where appropriate
  • Not argue, attack, or threaten reviewers
  • Not offer incentives to change or remove reviews
  • Accept criticism gracefully and use it to improve

6. Prohibited Activities and Behavior

Fraud and Deception

6.1 Strictly prohibited:

  • Selling counterfeit, fake, or unauthorized goods
  • Misrepresenting product condition, authenticity, or origin
  • Accepting payment without intending to fulfill orders
  • Sending items different from what was ordered or described
  • Creating fake accounts or providing false information
  • Manipulating prices, availability, or stock levels deceptively

Manipulation and Gaming

6.2 You must not attempt to:

  • Manipulate search results, rankings, or algorithms
  • Create or purchase fake reviews, ratings, or feedback
  • Artificially inflate sales numbers or traffic
  • Use bots, scripts, or automation to gain unfair advantages
  • Coordinate with others to manipulate the marketplace
  • Engage in shill bidding or fake purchasing activity

Interference and Sabotage

6.3 You must not:

  • Interfere with other users’ listings, sales, or accounts
  • Leave false negative reviews for competitors
  • Contact another Seller’s customers to poach business
  • Report listings or users falsely or maliciously
  • Attempt to damage another user’s reputation
  • Disrupt the platform’s normal functioning

Circumventing Policies and Systems

6.4 You must not attempt to:

  • Bypass fees by conducting sales outside Kapsule
  • Evade account restrictions or suspensions
  • Create multiple accounts to avoid detection or enforcement
  • Use technical exploits or vulnerabilities
  • Circumvent security measures or access controls

7. Safety and Legal Compliance

Prohibited Content

7.1 You must not post, list, or promote:

  • Illegal products, services, or activities
  • Dangerous, unsafe, or recalled products
  • Items that violate our Prohibited & Restricted Content Policy
  • Content that encourages illegal activity, self-harm, or violence
  • Child sexual abuse material or content sexualizing minors
  • Non-consensual intimate images or revenge porn
  • Content that promotes terrorism or violent extremism

Intellectual Property

7.2 Respect intellectual property rights:

  • Only sell products you have the right to sell
  • Don’t use others’ copyrighted images, text, or creative works without permission
  • Don’t sell counterfeit or trademark-infringing products
  • Respond promptly to intellectual property complaints
  • Don’t make false IP claims to remove legitimate competition

Privacy and Data Protection

7.3 Protect privacy and personal information:

  • Don’t share others’ private information without consent
  • Use customer information only for order fulfillment
  • Don’t collect or misuse personal data
  • Follow applicable privacy laws and our Privacy Policy
  • Secure sensitive information appropriately

8. Buyer Responsibilities

8.1 As a Buyer, you should:

  • Read product descriptions and policies carefully before purchasing
  • Ask questions if anything is unclear
  • Provide accurate shipping information
  • Respond to Seller communications in a timely manner
  • Inspect items promptly upon receipt and report issues quickly
  • Follow proper return procedures if needed
  • Leave honest, fair reviews based on your experience
  • Not abuse the return or refund system
  • Pay promptly for purchases

8.2 Don’t engage in:

  • Filing false or fraudulent claims
  • Abusing return policies or Buyer Guarantee
  • Ordering with no intention to pay or receive
  • Threatening negative reviews to extort refunds or benefits
  • Making unreasonable demands or threats

9. Seller Responsibilities

9.1 As a Seller, you must:

  • Create accurate, honest listings with clear photos
  • Fulfill orders promptly within stated timeframes
  • Package items securely and safely
  • Communicate proactively about delays or issues
  • Provide tracking information when available
  • Honor your return policy and consumer rights
  • Respond to customer inquiries within 24 hours
  • Resolve issues professionally and promptly
  • Maintain adequate inventory to avoid overselling
  • Comply with all applicable laws and regulations

9.2 Sellers must not:

  • Refuse valid returns or refunds
  • Contact Buyers for marketing without consent
  • Request that Buyers change or remove reviews
  • Make false claims or misrepresent products
  • Engage in bait-and-switch tactics
  • Retaliate against Buyers who leave negative reviews

10. Content Moderation and Enforcement

Our Approach

10.1 Kapsule moderates content and enforces these Guidelines through:

  • Automated systems that detect policy violations
  • Human review of reported content and flagged accounts
  • Proactive monitoring of listings, reviews, and communications
  • Investigation of user reports and complaints

Actions We May Take

10.2 Depending on the severity and nature of violations, we may:

  • Issue warnings and request changes
  • Remove or hide specific content
  • Temporarily restrict account features (such as listing new items or sending messages)
  • Suspend accounts for a specified period
  • Permanently terminate accounts
  • Withhold funds pending investigation
  • Report illegal activity to law enforcement
  • Take legal action for serious violations

Appeals

10.3 If you believe enforcement action was taken in error:

  • You may appeal by contacting support@kapsule.co.nz
  • Provide details and evidence supporting your appeal
  • Appeals are reviewed by a different team member
  • Decisions are typically made within 5-10 business days

11. Reporting Violations

How to Report

11.1 If you see content or behavior that violates these Guidelines, please report it:

  • Click the “Report” button on listings, reviews, or messages
  • Email support@kapsule.co.nz with details and evidence
  • Use the online reporting form at kapsule.co.nz/report
  • For urgent safety concerns, mark your report as “URGENT”

What to Include

11.2 When reporting, provide:

  • Specific links or URLs to the violating content
  • Screenshots or evidence of the violation
  • Description of which guideline or policy is being violated
  • Any context that helps us understand the situation
  • Your contact information so we can follow up if needed

Confidentiality

11.3 Reports are reviewed confidentially. We don’t disclose reporters’ identities to the reported parties.

False Reports

11.4 Making false or malicious reports is itself a violation of these Guidelines and may result in account restrictions.

12. Account Security

12.1 Protect your account:

  • Use a strong, unique password
  • Don’t share your password or account access
  • Enable two-factor authentication if available
  • Log out on shared or public devices
  • Be cautious of phishing attempts
  • Report suspicious activity immediately

12.2 You are responsible for all activity on your account, whether authorized by you or not.

13. External Conduct

13.1 We may take action based on conduct that occurs outside Kapsule if it:

  • Relates to your use of Kapsule
  • Affects other Kapsule users
  • Creates safety concerns for our community
  • Involves attempts to circumvent our policies

13.2 Examples include attempting to conduct transactions off-platform to avoid fees, harassing users on other platforms, or being involved in criminal activity related to marketplace transactions.

14. Changes to Community Guidelines

14.1 We may update these Community Guidelines from time to time to:

  • Address new issues or behaviors
  • Clarify existing rules
  • Reflect changes in laws or regulations
  • Improve community safety and experience

14.2 Changes will be posted with an updated “last updated” date. Material changes will be communicated via email or prominent notice.

14.3 Continued use of Kapsule after changes are posted constitutes acceptance of the updated Guidelines.

15. Building a Positive Community

15.1 Beyond following these Guidelines, we encourage you to:

  • Help new users learn the platform
  • Provide constructive feedback to help others improve
  • Share success stories and positive experiences
  • Support local businesses and Sellers
  • Give second chances and assume good intentions
  • Contribute to a welcoming, inclusive environment
  • Report violations to help keep the community safe
  • Be the kind of community member you’d want to interact with

Contact and Support

For questions about these Community Guidelines, to report violations, or for any community-related concerns:

Email: support@kapsule.co.nz

Report Form: kapsule.co.nz/report

Safety Concerns: Email support@kapsule.co.nz with “URGENT – SAFETY CONCERN” in the subject line

Postal Address:
One&Only Group Limited (Kapsule)
Suite 13063, Level 1
6 Johnsonville Road
Johnsonville, Wellington, 6037
New Zealand

Thank you for being part of the Kapsule community and helping us create a safe, trustworthy marketplace for everyone!