Last updated: 27 April 2020
Kaoun ("Kaoun" or "we") is a limited liability company governed by Tunisian law, registered with the Trade and Companies Register of Tunis under number B0110142018 (tax identification number 1548479 K/A/M/000), having its registered office at A2-7 Cleopâtre Centre, Centre Urbain Nord, Tunis- Tunisie.
Flouci, a product of Kaoun, is a mobile and web application that allows users to receive and use an electronic signature, as well as to link their credit card both to pay online and to top up their phone credit.
To create and use a Flouci account, you (the end user and the rightful owner of the Flouci account and of the corresponding electronic signature) must accept the terms of use below, which we invite you to read carefully.
These terms determine the terms and conditions of use of all the services offered in the Flouci application. By continuing to use the Flouci application and the associated services, you accept the terms of these conditions. These services include, without being limited to, Flouci account opening services, transaction and payment services using the Tunisian bank cards that you have provided, as well as services for the acquisition of electronic certificates provided and managed by the TunTrust Certification Authority as part of Kaoun’s mission as a delegated registration authority.
This document is not self-standing: users are also invited to read carefully our privacy policy, which defines how user data is processed by the authorised parties, as well as our trust services practice statement, which documents in detail the electronic certification process and the role of Kaoun as Delegated Registration Authority (AED)
These terms came into force on the date indicated at the top of this page. This is an evolving document, which we will update regularly.
When we make changes, we will ensure that the updated terms are available to users at all times on our website and in the application.
We encourage you to look out for updates and changes to these terms by checking the date when you access our website or our mobile application. Any material change will be communicated to you by e-mail.
By continuing to use our services after any amendment to this user agreement comes into force, you agree to comply with and be bound by these amendments. If you do not agree with the amendments made to this user agreement, you may close your Flouci account.
The Flouci services may be used both on the web and on all smartphones running the iOS or Android operating system. The minimum version required by these operating systems can be found on our website flouci.com or in the corresponding app store, and may change over time.
The Flouci services may be used both on the web and on all smartphones running the iOS or Android operating system. The minimum required version of these systems is available on our website flouci.com or in the corresponding app store, and is subject to subsequent changes. Your ability to use Flouci, as well as the performance of this system, may be affected by these factors. You are required to comply with these conditions.
Technical access to the Flouci services requires Internet access. You are responsible for all charges relating to your Internet access incurred by your mobile network operator when using the Flouci application.
Payments and additional features may be limited due to regulatory requirements or the requirements of our banking partners.
Access to and use of certain services of the application may also be limited due to the requirements of our partner certification authority TunTrust.
The use of the Flouci electronic certificate and electronic signature services is reserved for Tunisians who have both:
The use of Flouci is reserved for Tunisians aged 18 years or over.
Kaoun reserves the right to remove users from the Flouci application at any time for any reason, including breaches of these terms of service.
Creating a new account only requires a phone number: You receive a one-time password by SMS to validate the phone number. Users who are able to create a Flouci account as indicated in section 2.3 of this document may register either on the web or on the Flouci application.
Users enter their phone numbers and then receive a one-time password (OTP) by SMS at that number. They then enter the OTP on the Flouci platform. At this stage, they will be asked to create a new six-digit numeric Flouci password that will control access to their respective accounts.
Users are required to use common sense when choosing a secure password that is difficult to guess. Kaoun is not responsible for accounts that can easily be accessed because of an insecure password.
Examples of insecure passwords include, without being limited to, the user’s date of birth, "123456", or six of the same digit in a row.
Users attempting to log in to their Flouci account for the first time on a new device will receive an OTP by SMS to verify that they are indeed the rightful owner of the account.
Users logging in on a known device only need to enter their phone number and their Flouci password.
The Flouci digital identity verification process is a fully remote user identity authentication process that has been tested and approved by the National Agency for Electronic Certification (ANCE) as a source of sufficient assurance of identity to authorise the creation and issuance of electronic certificates.
To complete the process, users submit basic personal information, their phone numbers, front and back photos of their national identity card and a photo/video of their face. They then schedule an appointment for a short video call (generally 5 to 10 minutes) with one of our verification specialists.
Flouci’s verification specialists work 7 days a week, and Kaoun ensures that all users are able to schedule a call within 7 days of completing the initial form.
Kaoun’s video verification specialists then review the application. Kaoun has developed a proprietary reliability score, using "Machine Learning" technology, which helps the verification specialist to confirm that the person who completed the application form and submitted a photo/video of themselves and the owner of the national identity card are the same person. If the verification specialist determines that they are the same person, he/she proceeds with a video call with the user. If the specialist has reason to doubt that they are the same person, the application is rejected.
During the call, the verification specialist validates the information that the person has submitted and confirms the match between the person who created the account, the person on the call and the person shown on the national identity card.
At this stage, the specialist may then approve the application in order to forward it to the ANCE for the final verification of an electronic certificate.
You certify that you will provide TunTrust only with accurate and complete information at all times, both in the certificate application and as otherwise requested by TunTrust in connection with the issuance of the certificate(s) to be provided by TunTrust.
The process for creating and issuing electronic certificates is described in the Kaoun Trust service practice statement. Upon receipt of your certificate from the ANCE, you agree to review and verify the accuracy of the contents of the certificate.
The closure of your Flouci account is binding only on Kaoun. To delete your account, you must select "Delete account" and confirm from the Flouci platform. Deleting the application from the phone or closing the application on one’s computer without completing the above process will not completely delete the user’s account.
Since the user’s transaction history is stored on a distributed ledger, this history will not be deleted from Kaoun’s servers, even if the account is deleted.
If you wish to revoke your electronic certificate, you must contact TunTrust.
If you wish to revoke your electronic certificate, you must contact TunTrust. Kaoun is not able to revoke electronic signatures.
Electronic signature certificates will be revoked when they have been compromised or are no longer valid.
Certificates are valid for a period of two years. Any request by the Flouci user to suspend or cancel their electronic signature certificate gives rise to an official revocation request, which must be submitted at the premises of the Tunisian Certification Authority - TunTrust.
You acknowledge and agree that TunTrust is entitled to revoke the certificate immediately if you breach the terms of this user agreement or if TunTrust discovers that the certificate is being used to enable criminal activities such as phishing attacks, fraud or the distribution of malicious software.
Through the Flouci application, users are able to authenticate their identity using Kaoun’s eKYC (Digital Identity Authentication) process.
Kaoun provides video verification services in order to remotely authenticate the physical identity of a person. The authentication process complies with TunTrust’s CP/CPS (most recently Tunisian National PKI OID 2.16.788.1.2.6.1.)
If the user takes too long (+5 minutes) at any of these steps, or if he/she leaves the application at any time, he/she will have to repeat the process from the beginning in order to ensure the continuity of identification at all stages.
Kaoun, in its capacity as delegated registration authority, collects the personal information necessary to identify the user and transmits the file to TunTrust in order to generate an electronic certificate, without which the issuance of an electronic certificate (and therefore also the creation of a qualified electronic signature, access to e-government services and the remote opening of a bank account) is impossible.
By completing the eKYC process, you agree to the sharing of your personal data with TunTrust. You must also accept the general terms and conditions of the TunTrust digital certificate and the CP/CPS made public on the website.
https://www.TunTrust.tn/repository.
With the Flouci platform, the user may use their electronic signature in accordance with the general terms and conditions of the CP / CPS. The user may remotely sign, download and store signed documents.
These signatures are valid and may be validated both on paper and online.
Users with linked bank cards may purchase mobile phone top-ups from Tunisian telecommunications companies. Users acknowledge that they will not be able to obtain a refund even if they enter incorrect phone number information and send money to the wrong number.
Flouci allows users to link a Tunisian payment card to the application in order to purchase services available on the application (such as electronic signature bundles) and from third parties (such as mobile phone top-ups). The user may not link more than one card at a time.
The trademarks, service marks and all graphic elements are distinctive and protected marks of Kaoun.
The fees for using Flouci are available on our website and in the application. Users will be informed of the price of a product or service in the application before being able to consent to purchase it.
Customers are informed in the Flouci application of any price change or of the introduction of new fees. By continuing to use Flouci after receiving notification of a price change, you accept the new fees associated with the use of the Flouci application.
Kaoun protects personal information in accordance with Tunisian Law No. 2004-63 of 27 July 2004 on the protection of personal data and with Kaoun’s privacy policy.
Kaoun’s privacy policy describes in detail the terms under which Kaoun is authorised to use and protect users’ personal data. All sensitive information is stored securely and protected against any accidental disclosure.
To the extent permitted by the Flouci privacy policy, and in order to help Kaoun provide and improve its services, you authorise Kaoun to collect transaction information, account information and other personal information from third parties with whom you have entered into a contract, including merchants and the issuer of your payment method.
So that Kaoun can provide all the Flouci services, you agree to authorise Kaoun to disclose your personal information to the bank of your choice and to our partner TunTrust. Kaoun provides information to these partners as needed so that they can carry out activities essential to our business as a trust service provider and enable users to sign documents with electronic signatures, make remote payments and carry out other financial activities, and electronically authenticate their identity.
It is an essential element of the Flouci application that Kaoun offers personalised offers on products and services likely to interest Flouci users based on their personal and transactional history. You acknowledge and agree that transaction and account information will be analysed and processed by Kaoun, which may in turn share it with third-party partners for advertising purposes.
Kaoun complies with Tunisian laws and regulations on the protection of personal data and complies with their applications and requirements. All employees are familiar with Kaoun’s personal data security policy and are required to comply with it at all times.
All information provided during the "Know Your Customer" process is private and confidential information.
When using the Flouci application, the following due diligence measures must be observed. Reasonable due diligence measures include any kind of common-sense practices that a user would adopt to protect sensitive personal, financial or legal information. These measures include, among others, the following:
You also confirm that you acknowledge and accept the obligation to take all reasonable measures to ensure control, confidentiality and adequate protection at all times of the private key corresponding to the public key to be included in the requested certificate(s) (and any associated activation data or device, for example password or token.
If TunTrust contacts you for any kind of information or instructions relating to the compromise of your private key or to the misuse of your certificate, you will respond within a reasonable time.
By accepting this agreement, you confirm that you have a sufficient understanding of digital certificates and of the PKI (public key infrastructure) associated with the electronic certificate that you will receive.
You have read, fully understood and confirmed your agreement regarding Kaoun’s trust service practice statement, which is always available on Kaoun’s website. If you have any questions about the operation of this certificate or of this document, you may contact Kaoun at contact@kaoun.com.
It is expressly prohibited to use Flouci or any of its services for activities that:
The use of Flouci for any of these purposes or in breach of the stipulations set out in this document will result in the immediate closure of the Flouci account and the revocation of the electronic certificate.
If you become aware of any person or entity using Flouci for any of these prohibited activities, please contact us immediately at contact@kaoun.com to inform us.
In accordance with Kaoun’s TSPS and TunTrust’s CP/CPS, the user undertakes to comply with the following responsibilities:
If you have a question regarding a document signed with Flouci or if you wish to report a problem with a Flouci electronic signature, an unauthorised transfer or an incorrect use of your electronic certificate via Flouci, you must contact us immediately by telephone at +216 36362772 or by e-mail at contact@kaoun.com.
Kaoun undertakes to identify the problem and to deploy the resources necessary to resolve it and will provide you with a response within a reasonable time. In all cases, the final decision rests with Kaoun. You may be asked to provide receipts, third-party assessments, police reports or any other information or document in order to respond to any reasonable request. At its sole discretion, Kaoun makes a final decision that binds both parties to the transaction.
Note: You may not report a dispute concerning an activity or transaction dating back more than 50 days.
The Flouci application and the associated services are provided "as is", and we cannot guarantee that they will work perfectly every time they are used. To the extent permitted by law, we also disclaim all warranties, express or implied, including the implied warranties of merchantability, fitness for a particular purpose, title and non-infringement. You agree that we shall not be liable for any loss of profits, revenue, information or data, or for damages arising out of or in connection with these terms, due to any third-party cause beyond Kaoun’s control (see Force Majeure).
Force majeure is an unforeseeable, unavoidable and external event that makes it impossible to carry out normal operating procedures. In the event of force majeure, Kaoun will communicate and coordinate with the partners and users concerned during this period in order to devise strategies, within the reasonable limits of the events, to continue regular operations.
Force majeure events specifically include, but are not limited to:
All users acknowledge and agree that the standard operating procedures of Kaoun and/or of the Flouci product may be modified from the norm in order to adapt beyond what is currently described in the company’s policy, so as to guarantee a continuous and secure service.
Significant changes, including any change affecting a user’s personal data, will be communicated to users clearly and promptly.
Kaoun will resume its normal activities as soon as reasonably possible after such events.
Flouci’s customer support service will be available through the following communication channels:
E-mail: contact@kaoun.com
Telephone number: (+216) 36 362 772
Or by using the Flouci chat feature available both on the Flouci Android application and on the web version.
Outside official working hours, Flouci users may reach us either by e-mail (contact@kaoun.com) or through the automated Flouci chatbot.
Kaoun provides a customer support feature via the Flouci application. Third parties such as the ANCE may also be involved in providing this support. By using this feature, you give Kaoun your consent to share the relevant data with these parties if Kaoun deems it necessary.