Acceptable Use & Restricted Services

01 · Why this policy exists

This Policy forms part of our Terms of Service. It sets out what epono will not do and how the Services may not be used. It applies to Customers and to Loved Ones. We may update the list of restricted services as the law and our operations change; the version in force when you place an Order applies to that Order.

02 · Services we never provide

We will refuse, and you must not request, any of the following:

• Money or value of any kind. Sending, delivering, depositing, exchanging or holding cash, money, cheques, gift cards, prepaid cards, vouchers, cryptocurrency, gold, or anything else that can be used as money — including requests "dressed up" as a service, such as "give my mother 100 for her rent".
• Paying someone's debts or bills on their behalf where this would amount to transferring value to them or a third party, unless the specific service is listed in our catalogue and arranged by epono with the supplier.
• Financial and property transactions. Buying, selling or managing real estate, securities, investments, businesses or other assets, or acting as an agent in such transactions.
• Controlled or restricted items. Prescription medicines, controlled substances, weapons, military or dual-use goods or technology, and anything subject to export or trade controls in Canada or the destination country.
• Regulated professional services. Medical treatment or diagnosis, legal or tax representation, or any service that requires a licence epono does not hold. We can arrange accompaniment to a licensed professional; we do not provide the professional service.
• Services to organisations. Services delivered to, or for the benefit of, governments, government bodies, state-owned or state-controlled entities, armed forces, or any company or organisation. Recipients must be private individuals in a personal or family context.
• Services involving listed persons. Anything involving a person or entity listed on a sanctions list, or an entity owned or controlled by one.
• Open-ended requests. Requests that cannot be described specifically, such as "whatever she needs".
• Unidentified recipients. Services for a person you cannot identify by name and address, or whom you do not personally know.

We may add other services to this list at any time, and any service not clearly offered in our catalogue may require prior approval.

03 · Uses that are not allowed

You must not use the Services:

• in breach of any law that applies to you, to your Loved One or to epono, including sanctions, export-control, anti-money-laundering, tax and consumer laws;
• to avoid, evade or test the limits of any sanction, restriction or control, or of the limits on orders that we apply;
• by splitting an Order into smaller Orders, or using several accounts or recipients, to avoid our limits or checks;
• for resale, commercial activity or the benefit of anyone other than you and your Loved One;
• to harass, threaten, deceive or endanger anyone, including our staff and Local Providers;
• to give us false, misleading or someone else's information, or to use a payment method you are not authorised to use;
• to interfere with, scrape, overload or gain unauthorised access to the Services.

04 · What happens if this Policy is breached

We may refuse, hold or cancel any Request or Order, suspend or close your account, keep records of the breach, and report it to the authorities where the law requires or permits. Refunds are handled under our Terms of Service.