Merchant Code of Conduct

Our Commitment to Partnership and Shared Success

At Koalafi, we aim to build long-term relationships with our merchant partners based on trust, transparency, and a shared commitment to delivering exceptional customer experiences. This Code of Conduct outlines our shared values, the expectations we hold for ourselves, and the standards we expect from merchants who represent Koalafi. We view this Code not just as a set of rules, but as a foundation for mutual respect, sustainable growth, and customer success.

Koalafi’s Core Values and Commitments

Transparency is foundational

• Provide clear, upfront terms for you and your customers

• No hidden fees, no surprises

Long-term Partnership

• Provide reliable resources, tools, and guidance to help you make the most of Koalafi’s program

• Help your business thrive over time

Responsible Financing

• Design financing options customers can realistically repay

• Protect both customer well-being and your brand’s reputation through fair and reasonable practices

Reliability

• Deliver consistent funding, system uptime, and responsive service

• Be dependable so you and your customers can count on us

Dignity and Respect

• Engage with merchants and customers fairly and professionally

• Foster empathy and respect in all interactions

What We Expect from Our Merchant Partners

Honest Representation

• Present products, pricing, and services accurately and clearly to customers

• Use Koalafi materials as provided or request approval before using your own

• Disclose all relevant terms of the sale clearly, including any return, warranty, or cancellation policies

Operational Integrity

• Maintain accurate records and provide prompt updates about order status, cancellations, or delivery issues

• Ensure item descriptions are accurate and consistent with Koalafi’s leasing policies and merchant training

• Cooperate with Koalafi to resolve customer complaints and disputes quickly

Compliance & Lawfulness

• Follow all applicable laws, including state lease-to-own laws and consumer protection, advertising, and anti-discrimination regulations

• Notify Koalafi promptly of any legal or regulatory issues that may affect customers or our partnership

• Cooperate with Koalafi on compliance audits or requests for information

Fair and Respectful Conduct

• Treat all customers, Koalafi associates, and your staff with professionalism and respect at all times

• Help customers make informed, voluntary decisions without any deceptive, coercive, or high-pressure sales tactics

• Train your staff to operate in alignment with the values set forth in this document

Upholding the Code

Koalafi may periodically review merchant practices to ensure alignment with this Code of Conduct. Failure to meet these expectations may result in retraining, suspension, or termination of the merchant relationship. We view this Code as a foundation for mutual respect and shared success. Together, we will create value, build trust, and help customers reach their goals responsibly.