PKUP SOCIAL CODE PKUP legal documents

PKUP — Social Code (v3)

Effective Date: April 10, 2026

Our Commitment

PKUP Logistic Solutions Limited is committed to providing a safe, respectful, and inclusive platform for everyone. Whether you are a customer, Courier, business owner, or staff member, you deserve to use our platform free from harassment, discrimination, and inappropriate behaviour. This Social Code sets out the standards we expect from all platform participants and explains how we handle concerns when they arise.

Safe and Respectful Platform

Every platform participant has the right to participate in the PKUP community with dignity and respect. Every user plays a role in creating a positive experience for others. When platform participants treat each other with courtesy and professionalism, the entire community benefits. We expect all users to contribute to making PKUP a platform where everyone feels welcome, valued, and safe.

Creating a Positive Experience

While this Social Code focuses on preventing negative behaviour, we also encourage positive interactions. Being on time, communicating clearly, handling packages with care, and treating others with respect are the foundation of our community.

Discrimination

PKUP has zero tolerance for discrimination. We are committed to ensuring equal access to our platform regardless of who you are or where you come from. Discrimination based on any protected characteristic is prohibited and may result in consequences up to and including permanent removal from our platform. You must not discriminate against anyone based on:

Examples of discrimination include:

Harassment

We do not tolerate harassment of any kind on our platform. Harassment is conduct directed at or related to a person that creates an intimidating, hostile, humiliating, or offensive environment. Under this Social Code, a single incident of sufficient seriousness may constitute harassment. All platform participants must treat others with respect and professionalism at all times.

Sexual Harassment

Sexual harassment and misconduct have no place on our platform. We take all reports of sexual harassment seriously and will take swift action to protect our users. Sexual harassment includes any unwelcome sexual conduct, whether verbal, physical, or visual. Prohibited sexual harassment includes:

Non-Sexual Harassment

Beyond sexual harassment, we prohibit all behaviour that creates a hostile, humiliating, or offensive environment for others. This includes harassment based on any protected characteristic or any conduct that intimidates, threatens, or demeans another person. Other prohibited harassment includes:

Physical Contact

Physical contact between users should be avoided except in specific circumstances. Everyone has the right to personal space and bodily autonomy. Limited exceptions exist for users who request assistance (such as help loading heavy items) or in emergency situations. Professional handshakes are acceptable when mutually initiated. Beyond these exceptions, respect others’ personal boundaries.

Post-Delivery Contact

When a delivery is complete, so is the interaction between users. Contact should end when the service is finished unless it relates directly to that delivery, such as returning a lost item or resolving a service issue. Unwanted contact after a delivery, including phone calls, texts, social media messages, or visits to someone’s home or workplace, constitutes harassment and is strictly prohibited.

Fraud and Dishonesty

PKUP does not tolerate fraud, dishonesty, or abuse of the platform. All platform participants are expected to act in good faith and with integrity. Fraud and dishonesty constitute serious misconduct subject to Tier 3 consequences under this Social Code. Prohibited conduct includes, but is not limited to:

Confidentiality and Data Protection

Personal information obtained through the PKUP platform must be used only for the purpose of completing the relevant transaction or service. All platform participants must respect the privacy and confidentiality of information they receive through the platform.

Reporting Violations

If you experience or witness behaviour that violates this Social Code, we want to know about it. Your safety and comfort are priorities, and we can only address problems we know about. We take every report seriously. To report a violation:

When making a report, provide as much detail as possible, including the date, time, location, and description of what happened. If you have photos, screenshots, or other evidence, include them. The more information you provide, the better we can investigate and address the situation.

Investigation Process

When we receive a report of discrimination, harassment, or other violations of this Social Code, we follow a thorough and fair investigation process. We understand that reporting these issues can be difficult, and we handle all reports with care, sensitivity, and confidentiality. Our investigation process includes the following steps: We will acknowledge receipt of your report within 24 hours. A trained specialist will be assigned to investigate your concern. We may contact you for additional information or clarification. We will also contact other involved parties to hear their perspective. Our investigation team will review all available evidence, including any documentation, messages, or other records. We aim to complete investigations as quickly as possible while ensuring thoroughness and fairness. Throughout the investigation, we maintain strict confidentiality to protect all parties involved. Information is shared only with those who need to know to conduct a proper investigation or take appropriate action. We do not tolerate retaliation against anyone who makes a good faith report or participates in an investigation.

Consequences for Violations

We take violations of this Social Code seriously. When our investigation confirms that a violation has occurred, we will take appropriate action based on the severity of the conduct, any history of violations, and the impact on affected users.

Tiered Consequence Matrix

Consequences for violations of this Social Code are assessed according to the following tiers: Tier 1 — Warning and Education First-time minor violations, including discourteous behaviour and minor policy breaches, will ordinarily result in a written warning and education about the relevant policy. The purpose of Tier 1 consequences is to correct behaviour and prevent recurrence. Tier 2 — Temporary Suspension The following may result in temporary suspension from the platform, subject to the suspension provisions of the applicable agreement (Customer Terms of Service or Courier Agreement):

Tier 3 — Permanent Deactivation The following constitute serious misconduct and may result in permanent deactivation from the platform, subject to the deactivation provisions of the applicable agreement (Customer Terms of Service or Courier Agreement):

PKUP may also pursue legal action in appropriate cases.

Law Enforcement Referral

PKUP may report conduct to law enforcement where there is a reasonable basis to believe that a criminal offence has occurred or is imminent. PKUP is not required to make a determination of criminal liability before reporting and may report based on reasonable suspicion. A referral to law enforcement does not replace PKUP’s internal investigation process, and PKUP will continue its own review independently of any law enforcement action. Where PKUP reports conduct to law enforcement, PKUP may disclose personal information to law enforcement authorities as authorized under applicable privacy legislation for the investigation of a suspected contravention of law.

Cross-Document Consistency

The suspension and deactivation procedures applicable to each category of platform user are set out in the applicable agreement (Customer Terms of Service or Courier Agreement). In the event of conflict between the applicable agreement and this Social Code regarding suspension or deactivation procedures, the applicable agreement governs.

Fair Process and Appeals

We believe in treating all platform participants fairly, including those accused of violations. If you are the subject of a complaint, we will give you an opportunity to respond and provide your version of events. Our decisions are based on the evidence available and the standards set out in this Social Code. All deactivation decisions are eligible for reconsideration. If you disagree with a deactivation decision, you may request an appeal by contacting our support team with any additional information you wish to have considered. The following apply to all appeals:

Updates to this Social Code

We may update this Social Code from time to time to address new situations, improve clarity, or reflect changes in applicable law. When we make significant changes, we will notify users through the platform. Your continued use of PKUP after changes take effect means you accept the updated Social Code.

Questions or Concerns

If you have questions about this Social Code or concerns about behaviour on our platform, contact us. Contact Us:

Thank you for being part of the PKUP community and for doing your part to keep our platform safe and welcoming for everyone.

Contents
Our Commitment Safe and Respectful Platform Creating a Positive Experience Discrimination Harassment Sexual Harassment Non-Sexual Harassment Physical Contact Post-Delivery Contact Fraud and Dishonesty Confidentiality and Data Protection Reporting Violations Investigation Process Consequences for Violations Tiered Consequence Matrix Law Enforcement Referral Cross-Document Consistency Fair Process and Appeals Updates to this Social Code Questions or Concerns
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