Jukwaa Takedown Policy

1. Introduction

This Takedown Policy explains how Jukwaa, available at https://Jukwaa.Africa, receives, reviews, processes, acts on, and responds to complaints or requests to remove, restrict, disable, or review content published on the Platform.

Jukwaa is a digital content, creator, distribution, discovery, and monetisation platform owned and operated by Creative Digital Lab Limited, a company registered in Kenya.

This Policy applies to all users, creators, rights holders, complainants, publishers, institutions, partners, advertisers, and any person who submits or is affected by a takedown request.

This Policy should be read together with:

• Jukwaa Terms of Use;
• Jukwaa Privacy Policy;
• Jukwaa Refund Policy;
• Jukwaa Creator Policy;
• Jukwaa Prohibited Content Policy;
• Jukwaa Anti-Piracy Policy;
• Jukwaa Payout Policy;
• any creator, distribution, licensing, campaign, advertising, or commercial agreement issued by Jukwaa.

2. Purpose of This Policy

This Policy is intended to:

• protect copyright owners, creators, performers, users, institutions, and rights holders;
• provide a clear process for reporting infringing, harmful, unlawful, misleading, unsafe, or prohibited content;
• allow Creators an opportunity to respond where appropriate;
• support lawful content moderation and rights enforcement;
• reduce piracy, impersonation, fraud, defamation, privacy violations, and harmful content;
• protect users from unauthorised or illegal content;
• protect Creative Digital Lab Limited from legal, payment, regulatory, reputational, and operational risk.

3. What Is a Takedown Request?

A takedown request is a formal request asking Jukwaa to remove, restrict, disable, demonetise, review, or suspend access to content, listings, creator pages, comments, campaigns, profiles, links, products, or other materials available on the Platform.

Takedown requests may relate to:

• copyright infringement;
• piracy;
• trademark infringement;
• image rights violations;
• performer rights violations;
• privacy violations;
• data protection concerns;
• non-consensual intimate content;
• child safety concerns;
• impersonation;
• fraud;
• defamation;
• prohibited content;
• unlawful content;
• hateful or violent content;
• misleading public-interest content;
• payment abuse;
• regulatory or court orders.

4. Who May Submit a Takedown Request?

A takedown request may be submitted by:

• a copyright owner;
• a performer;
• a producer;
• an author;
• a publisher;
• a filmmaker;
• a photographer;
• a musician;
• a distributor;
• a brand owner;
• a trademark owner;
• a person appearing in content;
• a parent or guardian of a minor;
• a data subject;
• an authorised representative;
• a lawyer or agent;
• a regulator;
• a court;
• a law enforcement agency;
• a payment provider;
• a Jukwaa user;
• any person directly affected by content on the Platform.

Where the complainant acts on behalf of another person or organisation, Jukwaa may request proof of authority.

5. Types of Content That May Be Removed

Jukwaa may remove or restrict content that:

• infringes copyright, trademark, image rights, privacy rights, performer rights, moral rights, contractual rights, or other legal rights;
• is pirated, stolen, leaked, copied, unauthorised, or unlawfully monetised;
• contains prohibited content under the Jukwaa Prohibited Content Policy;
• exposes minors to harm or exploitation;
• contains non-consensual intimate material;
• impersonates another person, creator, organisation, public figure, brand, or institution;
• is fraudulent, deceptive, or misleading;
• contains defamatory or maliciously false allegations;
• discloses private personal data without lawful basis;
• promotes illegal goods, services, or activities;
• breaches payment provider rules;
• violates court orders, regulator instructions, or applicable law;
• poses legal, safety, financial, reputational, or operational risk to users, creators, Jukwaa, Creative Digital Lab Limited, partners, or payment providers.

6. Copyright Takedown Requests

If you believe that content on Jukwaa infringes your copyright or related rights, you may submit a copyright takedown request.

Your request should include:

• your full name;
• your email address and phone number;
• your physical or business address, where applicable;
• a description of the copyrighted work you claim has been infringed;
• the Jukwaa URL or specific location of the allegedly infringing content;
• proof that you own or are authorised to represent the copyrighted work;
• details of the alleged infringement;
• screenshots, links, registration certificates, contracts, licensing documents, or other supporting evidence;
• a statement that the complaint is made in good faith;
• a statement that the information provided is accurate;
• your signature, electronic signature, or authorised confirmation.

Jukwaa may reject incomplete or unsupported copyright takedown requests.

7. Trademark and Brand Takedown Requests

If you believe that content on Jukwaa misuses your trademark, brand name, logo, trade dress, business name, or confusingly similar branding, you may submit a trademark takedown request.

Your request should include:

• your full name and contact details;
• trademark or brand name;
• registration number, where registered;
• country or territory of registration;
• evidence of ownership or authority;
• the Jukwaa URL or content location;
• explanation of how the content infringes or misleads users;
• supporting screenshots or documents;
• requested action.

Jukwaa may remove content that falsely suggests affiliation, sponsorship, endorsement, partnership, licensing, or approval.

8. Image Rights, Performer Rights, and Consent Complaints

If your image, voice, performance, likeness, interview, private recording, photograph, name, or identity appears on Jukwaa without permission, you may submit a takedown request.

Your request should include:

• your full name and contact details;
• the URL or location of the content;
• description of how you appear in the content;
• explanation of why the use is unauthorised or harmful;
• identity verification, where needed;
• evidence of lack of consent, withdrawal of consent, or rights violation;
• whether the content involves a minor;
• requested action.

Jukwaa may remove or restrict content where it violates consent, privacy, image rights, performer rights, or child protection standards.

9. Privacy and Personal Data Takedown Requests

You may request removal or restriction of content that unlawfully exposes your personal data.

This may include:

• national ID details;
• passport details;
• bank information;
• mobile money numbers;
• home address;
• private phone numbers;
• private email addresses;
• medical information;
• children’s personal data;
• intimate information;
• private messages;
• private photographs;
• location information;
• confidential employment, legal, school, or financial records.

Your request should include:

• your full name and contact details;
• the URL or location of the content;
• the personal data involved;
• why you believe the publication is unlawful, unsafe, or unauthorised;
• evidence that the data relates to you or someone you lawfully represent;
• requested action.

Jukwaa may require identity verification before acting on privacy requests.

10. Child Safety and Minor-Related Takedowns

Jukwaa treats complaints involving minors as high priority.

A takedown request involving a minor may be submitted by:

• a parent;
• legal guardian;
• authorised school representative;
• child protection body;
• regulator;
• law enforcement agency;
• the affected minor, where appropriate;
• any person reporting suspected exploitation or harm.

Content involving minors may be removed where it:

• sexualises or exploits a minor;
• exposes a minor to harassment or humiliation;
• shares a minor’s private personal information;
• endangers a minor;
• lacks proper consent;
• shows abuse, grooming, trafficking, or coercion;
• is otherwise unsafe or unlawful.

Jukwaa may act immediately and may report serious child safety matters to relevant authorities.

11. Non-Consensual Intimate Content

Jukwaa has zero tolerance for non-consensual intimate content.

A takedown request may be submitted by the affected person or authorised representative where content includes:

• intimate images or videos shared without consent;
• secretly recorded intimate content;
• revenge pornography;
• sexual deepfakes;
• sexual blackmail or extortion material;
• threats to release intimate content;
• sexual assault recordings;
• coerced sexual content.

Jukwaa may remove such content immediately, suspend the account responsible, preserve evidence where lawful, and report the matter where appropriate.

12. Defamation and Harmful False Claims

A person or organisation may submit a takedown request where content contains serious false allegations that harm reputation.

A defamation-related request should include:

• complainant’s full name and contact details;
• URL or location of the content;
• specific statements complained about;
• explanation of why the statements are false or defamatory;
• evidence supporting the complaint;
• whether legal proceedings have been filed or threatened;
• requested action.

Jukwaa may restrict or remove content where claims appear clearly false, malicious, unlawful, unsupported, or harmful.

However, Jukwaa may decline to remove content that appears to be lawful opinion, criticism, satire, fair comment, public-interest journalism, or legitimate debate.

13. Impersonation Takedown Requests

Jukwaa does not allow impersonation.

A takedown request may be submitted where a profile, page, content, comment, campaign, or listing falsely claims to represent:

• a person;
• creator;
• celebrity;
• public official;
• company;
• school;
• church;
• NGO;
• media house;
• government body;
• brand;
• event;
• institution;
• payment partner;
• Creative Digital Lab Limited;
• Jukwaa.

Your request should include:

• your full name and contact details;
• the impersonated person or entity;
• proof of identity or authority;
• URL or location of the impersonating content;
• explanation of the impersonation;
• requested action.

Jukwaa may remove impersonating content and suspend related accounts.

14. Prohibited Content Takedown Requests

Users and members of the public may report content that violates the Jukwaa Prohibited Content Policy.

Reports may involve:

• hate speech;
• incitement;
• violent threats;
• terrorism or extremism;
• scams;
• illegal gambling;
• illegal drugs;
• weapons;
• child exploitation;
• fraud;
• non-consensual intimate content;
• misinformation likely to cause harm;
• self-harm promotion;
• harassment;
• doxxing;
• malware;
• piracy;
• unlawful financial schemes.

A report should include the URL or location of the content, description of the violation, and any supporting evidence.

15. Court, Regulator, Law Enforcement, and Payment Provider Requests

Jukwaa may remove, restrict, preserve, disclose, suspend, or act on content or accounts where required by:

• court order;
• regulator instruction;
• law enforcement request;
• tax authority request;
• data protection authority request;
• child protection authority request;
• payment provider instruction;
• mobile money operator instruction;
• bank instruction;
• hosting provider notice;
• legal obligation.

Jukwaa may act immediately where required or where delay creates risk.

16. How to Submit a Takedown Request

Takedown requests should be sent to:

Creative Digital Lab Limited Product: Jukwaa Website: https://Jukwaa.Africa Company Website: https://creativelab.co.ke Email: [email protected] Nairobi, Kenya

Your request should include as much of the following as possible:

• your full name;
• your organisation, where applicable;
• your role or authority;
• your email address;
• your phone number;
• the URL or exact location of the content on Jukwaa;
• the title or description of the content;
• the name of the Creator or account, if known;
• the right or policy allegedly violated;
• evidence supporting the request;
• requested action;
• a good-faith statement;
• confirmation that the information is accurate;
• signature, electronic signature, or authorised confirmation.

Incomplete requests may delay review.

17. Emergency Takedown Requests

Where content creates an immediate risk of serious harm, child exploitation, imminent violence, non-consensual intimate exposure, active fraud, terrorism, or serious privacy breach, mark the request as:

URGENT TAKEDOWN REQUEST

Jukwaa may prioritise urgent requests and take immediate temporary action while reviewing the complaint.

Urgent requests should clearly explain the immediate risk.

18. Initial Review by Jukwaa

After receiving a takedown request, Jukwaa may:

• acknowledge receipt where practicable;
• verify the complainant’s identity or authority;
• review the content;
• assess the evidence provided;
• consider applicable platform policies;
• assess legal, safety, payment, privacy, rights, and reputational risk;
• contact the Creator, where appropriate;
• temporarily restrict or remove the content;
• request additional information;
• reject unsupported, abusive, or incomplete requests;
• take final enforcement action.

Jukwaa may act before contacting the Creator where immediate removal is necessary.

19. Temporary Restrictions During Review

Jukwaa may temporarily restrict content while a takedown request is being reviewed.

Temporary restrictions may include:

• disabling access;
• hiding the content from search;
• removing from public listings;
• suspending monetisation;
• pausing advertising or promotion;
• holding related payouts;
• preventing downloads;
• restricting comments;
• suspending related accounts.

Temporary restriction does not mean Jukwaa has made a final decision.

20. Notice to the Creator

Where appropriate, Jukwaa may notify the Creator whose content is the subject of a takedown request.

The notice may include:

• the content complained about;
• general nature of the complaint;
• action taken;
• information required from the Creator;
• deadline to respond;
• potential consequences.

Jukwaa may withhold complainant details where disclosure may create safety, privacy, legal, or retaliation risk.

Jukwaa may also decline to notify the Creator where prohibited by law, regulator instruction, court order, law enforcement request, child safety concern, non-consensual intimate content risk, or serious platform risk.

21. Creator Response or Counter-Notice

A Creator may submit a response or counter-notice where permitted.

The response should include:

• Creator name;
• account email;
• content title;
• Jukwaa URL or content reference;
• explanation of why the content should remain available;
• proof of ownership, licence, consent, or lawful basis;
• relevant contracts, releases, permissions, or evidence;
• correction or mitigation steps proposed;
• good-faith confirmation that the response is accurate.

Jukwaa may reject incomplete, unsupported, false, abusive, or legally unsafe responses.

22. Review Timeline

Jukwaa aims to review standard takedown requests within a reasonable time, depending on the nature, urgency, complexity, and evidence available.

Indicative timelines may be:

• urgent safety or child protection matters: as soon as reasonably possible;
• copyright or piracy complaints: usually within a few business days after receiving sufficient information;
• privacy or impersonation complaints: usually within a few business days;
• complex legal, defamation, ownership, or contractual disputes: may take longer;
• matters involving payment providers, regulators, courts, or law enforcement: timeline may depend on the relevant authority.

Jukwaa may not be able to resolve complex ownership or defamation disputes without a court order, settlement agreement, or clear evidence.

23. Possible Outcomes

After reviewing a takedown request, Jukwaa may decide to:

• take no action;
• request more information;
• ask the Creator to edit or correct content;
• add warning labels or context;
• age-restrict content;
• restrict visibility;
• disable monetisation;
• temporarily remove content;
• permanently remove content;
• issue a user refund;
• hold or reverse Creator payouts;
• suspend or terminate the Creator account;
• restore content after review;
• refer parties to legal process;
• comply with a court or regulator order;
• report suspected crime or abuse.

24. Payout Holds Related to Takedown Requests

Where content subject to a takedown request has generated revenue, Jukwaa may hold related payouts while the complaint is reviewed.

Payout holds may apply where:

• copyright ownership is disputed;
• content may be pirated;
• refunds may be required;
• payment provider disputes are likely;
• users purchased content that may be unauthorised;
• fraud or impersonation is alleged;
• regulator, court, or law enforcement action is possible;
• the Creator may be liable for losses.

If the complaint is resolved in favour of the Creator, withheld payouts may be released subject to the Payout Policy.

If the complaint is upheld, Jukwaa may deduct refunds, fees, penalties, claims, or losses before releasing any remaining funds.

25. Refunds Related to Takedowns

Where content is removed after users paid for access, Jukwaa may decide whether refunds, credits, replacement access, partial refunds, or no refunds are appropriate.

Factors may include:

• whether users already accessed the content;
• whether content was removed before access;
• whether the Creator misrepresented ownership;
• whether content was illegal or harmful;
• whether a payment provider requires reversal;
• whether the issue was caused by Jukwaa, the Creator, or a third party;
• applicable law;
• the Jukwaa Refund Policy.

Creators may be responsible for refund exposure caused by infringing, unlawful, misleading, or prohibited content.

26. Repeat Infringer and Repeat Violation Policy

Jukwaa may suspend or terminate accounts that repeatedly receive valid takedown complaints or repeatedly upload infringing, prohibited, misleading, or unlawful content.

Repeat violations may include:

• repeated copyright complaints;
• repeated piracy uploads;
• repeated privacy violations;
• repeated impersonation;
• repeated prohibited content;
• repeated false ownership claims;
• repeated refusal to provide rights documentation;
• repeated takedown abuse;
• repeated account creation after suspension.

Jukwaa may act immediately for a single serious violation.

27. False, Abusive, or Malicious Takedown Requests

Jukwaa does not tolerate false or abusive takedown requests.

You must not submit a takedown request to:

• harass a Creator;
• suppress lawful criticism;
• silence public-interest discussion;
• interfere with competition;
• make false copyright claims;
• claim ownership of content you do not own;
• manipulate platform moderation;
• obtain confidential information;
• retaliate against another user or Creator.

False or malicious takedown requests may result in rejection of the request, account suspension, legal action, or liability for damages.

28. Restoration of Removed Content

Jukwaa may restore removed or restricted content where:

• the complaint is withdrawn;
• the Creator provides sufficient proof of rights;
• the content is edited to remove the violating material;
• Jukwaa determines that the complaint was mistaken;
• a court, regulator, or competent authority permits or requires restoration;
• legal or platform risk has been resolved.

Jukwaa is not obligated to restore content where risk remains.

29. Appeals

A Creator or affected user may appeal certain takedown decisions.

An appeal should include:

• full name;
• account email;
• content title or reference;
• original takedown decision, if available;
• explanation of why the decision should be reconsidered;
• supporting evidence;
• proof of rights or consent, where relevant;
• proposed corrective action.

Jukwaa may accept, reject, or modify the decision.

Appeal may not be available where removal was required by law, court order, regulator instruction, payment provider rule, child safety risk, non-consensual intimate content concern, or serious platform safety risk.

30. Legal Disputes Between Third Parties

Jukwaa is not a court and may not be able to determine complex legal disputes between third parties.

Where a dispute involves competing claims of ownership, contract rights, defamation, partnership disagreements, producer disputes, family disputes, employment disputes, or distribution rights, Jukwaa may:

• temporarily restrict the content;
• request evidence from both parties;
• hold payouts;
• refer the parties to legal resolution;
• require a court order, settlement agreement, or written joint instruction before restoring or releasing content or funds.

31. Evidence Preservation

Where appropriate, Jukwaa may preserve records related to a takedown request, including:

• content files;
• upload logs;
• access logs;
• payment records;
• creator records;
• complaint records;
• correspondence;
• watermark data;
• payout records;
• moderation decisions.

Records may be retained for legal, regulatory, accounting, fraud prevention, dispute resolution, and rights enforcement purposes.

32. Cooperation With Authorities and Partners

Jukwaa may cooperate with:

• courts;
• regulators;
• law enforcement agencies;
• child protection bodies;
• data protection authorities;
• tax authorities;
• payment processors;
• mobile money operators;
• banks;
• hosting providers;
• domain providers;
• rights holders;
• professional advisers.

Cooperation may include content removal, information disclosure, account suspension, payout holding, evidence preservation, or compliance with lawful requests.

33. No Waiver of Rights

Jukwaa’s decision to remove, restrict, restore, or take no action on content does not waive any rights of Creative Digital Lab Limited, users, creators, complainants, or rights holders.

Jukwaa may take additional action later if new evidence, legal requirements, payment provider instructions, or safety concerns arise.

34. Limitation of Responsibility

Jukwaa will make reasonable efforts to review takedown requests fairly and responsibly, but it does not guarantee that:

• every infringing or harmful item will be detected;
• every report will result in removal;
• every takedown will be completed within a fixed time;
• third-party disputes will be resolved by Jukwaa;
• removed content will not exist elsewhere on the internet;
• third-party platforms will honour takedown requests;
• losses from infringement, piracy, or harmful content will be fully prevented.

Users, creators, and rights holders remain responsible for protecting their own rights and seeking independent legal remedies where necessary.

35. Changes to This Policy

Jukwaa may update this Takedown Policy from time to time.

Where changes are material, Jukwaa may notify users or Creators through the Platform, email, dashboard notice, or website update.

Continued use of Jukwaa after the updated Policy takes effect means you accept the updated Policy.

36. Contact Information

For takedown requests, copyright complaints, privacy complaints, impersonation complaints, safety reports, prohibited content reports, or appeals, contact:

Creative Digital Lab Limited Product: Jukwaa Website: https://Jukwaa.Africa Company Website: https://creativelab.co.ke Email: [email protected] Nairobi, Kenya

37. Acceptance

By accessing, uploading to, publishing on, selling through, buying from, promoting through, reporting content on, or otherwise using Jukwaa, you confirm that you have read, understood, and agreed to this Takedown Policy.