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This Service Agreement ("Agreement") is entered into between DoubleDown AI (Pty) Ltd, registration number 2026/041829/07 ("Provider") and {{biz}} ("Client"), represented by {{name}} ({{email}} · {{phone}}).

The Provider agrees to design, build, configure and deliver the following service: Website Chatbot — {{plan}} Plan, as detailed in the approved quote and as described in the product features document.

A secure, installable dashboard app (Progressive Web App) is provided to manage and monitor the service. For direct DoubleDown AI clients the installed app appears as “Chatbot” with the DoubleDown AI icon. Where the service is provided through a DoubleDown AI White-Label Partner, the dashboard and the installed app are co-branded — displaying both DoubleDown AI and the partner’s business name — and the installed app icon is the partner’s logo.

Setup / Build Fee: {{setup}} — due immediately upon signing this agreement. This fee is 100% non-refundable in any situation once paid. No refund will be issued for any reason, including but not limited to: change of mind, dissatisfaction with the preview, failure to confirm, delay in providing information, or business closure. The setup fee covers the full design, build and delivery of the product.

Monthly Subscription: {{monthly}} — your first month is included in the payment you make today; the next payment is taken automatically one calendar month later, and monthly after that.

Payment Method: PayFast (credit/debit card, EFT, or instant EFT). An official invoice will be issued upon payment confirmation. Our prices are not subject to VAT.

Late Payment: The monthly fee is collected automatically from the card used at signup. If a payment fails, the Client is notified by email each day and the chatbot is switched off after 3 days. The Client’s dashboard remains accessible throughout. Service resumes immediately once payment succeeds. There is no reactivation fee.

The Provider will deliver the completed product within 30 minutes during business hours (Monday to Friday, 08:00–16:30 South African time, excluding public holidays) from the date that BOTH of the following conditions are met: (a) payment is confirmed; AND (b) all required information and assets are received from the Client. Orders placed outside business hours are delivered at 08:30 on the next business day. The same turnaround applies to every plan; there is no additional charge for faster delivery.

Delays caused by the Client (failure to provide required information, access, or approvals) will extend the delivery timeline accordingly and do not constitute a breach by the Provider.

The Client agrees to:

• Provide all required information, credentials and assets within 30 minutes during business hours of signing
• Complete all tasks listed in the onboarding checklist
• Respond to review requests and approvals within 30 minutes during business hours
• Ensure all content, trademarks and materials provided are owned by or licensed to the Client
• Maintain compliance with all applicable platform policies (Meta, WhatsApp, etc.)

Uptime: The Provider targets 99.5% monthly uptime for all hosted services.

Support Response Times:

• Starter / Intermediate plans: Email support within 24 business hours
• Pro plans: Priority email support within 8 business hours
• Pro+ plans: Priority support within 2 business hours

Maintenance Windows: Scheduled maintenance, if required, will be communicated 48 hours in advance and conducted outside business hours (after 10pm SAST).

The setup fee includes 2 rounds of revisions during the build phase. Additional revision rounds are billed at R250/hour. Major scope changes (new features not included in the plan) require a separate quote.

All AI configurations, automation workflows, prompt engineering, and custom code developed by the Provider remain the intellectual property of DoubleDown AI. The Client receives a non-exclusive, non-transferable licence to use the product for the duration of their active paid subscription.

Upon termination of the subscription, the Client’s access to all Provider-hosted services will be revoked. The Client retains ownership of all data, content and assets they provided.

Both parties agree to handle personal data in compliance with the Protection of Personal Information Act (POPIA), No. 4 of 2013.

The Provider acts as an Operator processing personal data on behalf of the Client (the Responsible Party). The Provider will: (a) only process data as instructed; (b) implement appropriate security measures; (c) not transfer data outside South Africa without consent; (d) notify the Client within 24 hours of a confirmed data breach.

Both parties agree to keep all business information, credentials, technical configurations, pricing, and proprietary processes strictly confidential and not to disclose them to any third party without prior written consent.

Client cancellation: Either party may terminate this agreement with 30 days written notice sent to sales@doubledownai.co.za. The Client will continue to have access to services until the end of the paid period.

Immediate termination by Provider: The Provider reserves the right to immediately suspend services in cases of: non-payment, violation of platform policies, abuse of the system, or use of services for illegal purposes.

Refund policy: Setup fees are 100% non-refundable in any situation once paid. No refund will be issued for any reason. Unused months of subscription (where termination is mid-month) will also not be refunded. By accepting this agreement you acknowledge and accept this policy.

The Provider’s total aggregate liability under or in connection with this Agreement shall not exceed the total fees paid by the Client in the 3 months immediately preceding any claim. The Provider shall not be liable for indirect, consequential, or incidental damages.

11.1 Partner-introduced clients: If the Client was introduced to the Provider by a third-party Partner (referral or white-label), the Provider is not liable for any actions, representations, additional fees, modifications, configurations, or other conduct undertaken by that Partner that fall outside this Agreement.

11.2 Client misuse: The Provider is not liable for any losses or damages arising from the Client’s own misuse of the Service, including misconfiguration of the chatbot, deletion or corruption of knowledge-base content, misrepresentation of the Service’s capabilities, sharing access tokens or PINs with third parties, or any other failure to use the Service as documented and intended.

11.3 Indemnity: Client agrees to indemnify and hold the Provider harmless from any third-party claims arising out of (a) the Client’s own misuse of the Service, (b) the Client’s interaction with their introducing Partner, or (c) any content or data the Client uploads to or processes through the Service.

11.4 AI Output Disclaimer: The Service is built on large language models and other AI technologies. The Provider makes no warranty that the chatbot’s output will be accurate, complete, free from hallucinations, in line with the Client’s brand voice, free from offensive or inappropriate content, or fit for any particular purpose. AI behaviour is probabilistic and may produce unexpected results. The Client acknowledges that the Provider is not liable for any incorrect, misleading or unsatisfactory response the chatbot gives, nor for revenue lost, deals missed, customers offended or contracts entered into as a consequence; that the Client is responsible for reviewing chatbot behaviour and configuring guardrails; and that the chatbot is not a substitute for legal, medical, financial or other professional advice.

11.5 Security & Third-Party Risk: The Provider implements industry-standard security measures, but no system is impenetrable. The Provider is not liable for losses arising from: (a) jailbreaks, prompt injections, or adversarial inputs targeting the AI; (b) compromise of third-party services the chatbot relies on; (c) the Client’s own credential leaks; (d) any outage of upstream providers; (e) any successful attack exploiting a vulnerability in the underlying LLM the Provider could not reasonably have foreseen.

11.6 Installation, Hosting & Connectivity: The Client is solely responsible for installing the provided chatbot snippet on their own website, and for maintaining their hosting, DNS, SSL, and any third-party platforms. The Provider is not liable for install errors, mis-pasted snippets, missing scripts, hosting outages, CDN/WAF blocking the widget, or delays caused by the Client’s hosting provider or developer.

11.7 Message Quota Abuse: The Provider is not liable for message quota consumed by bots, scrapers, competitors, abusive visitors, or any non-genuine traffic to the Client’s chatbot.

11.8 Force Majeure: Neither party is liable for failures arising from events outside their reasonable control, including power or internet outages, natural disasters, government action, third-party API failures, model deprecations by AI vendors, or pandemics.

In the event of a dispute, both parties agree to first attempt resolution through good-faith negotiation for 15 business days. If unresolved, disputes shall be referred to mediation before any legal proceedings are initiated.

This Agreement is governed by and construed in accordance with the laws of the Republic of South Africa. The parties consent to the jurisdiction of the courts of Gauteng, South Africa.

This Agreement constitutes the entire agreement between the parties and supersedes all prior discussions, representations or agreements. Amendments must be in writing signed by both parties.

Your chatbot and dashboard are built with our highest level of security as standard. In plain terms, here is how we protect you:

• Bank-level security and rate limiting on every chatbot and dashboard.
• Anti-credit-waste / abuse detection: repeated or spam messages from visitors are blocked and are not counted against your allowance.
• Graceful out-of-credits handling: if your monthly messages run out, further visitor messages are politely paused and not charged.
• Topic restriction: your chatbot only answers questions about your business. It cannot be hijacked into off-topic tasks.
• Model privacy: the AI never reveals which AI model or provider powers it.
• File & data safety: uploads are strictly validated (type, size, magic-byte sniffing). Executables, scripts, SVG files and zip-bombs are rejected and never executed.
• No data leaks: strict access controls mean no client can ever access another client’s data. Every dashboard requires authentication on every login, with a secure forgot-PIN recovery process.

Please read this section carefully before accepting. It is written in plain English. It does not replace the detailed clauses above. We recommend you consult your own legal advisor before signing.

• Limitation of liability: DoubleDown AI’s total liability is limited to the fees you paid in the 3 months immediately before a claim. We are not liable for any indirect, incidental or consequential losses — for example lost profits, lost data, or lost business.
• We are not responsible for: (a) the conduct of your own website visitors or end-users; (b) any content or data you or your users submit, upload or add to the chatbot’s knowledge base — and you confirm you have the rights to use it; (c) the accuracy of AI-generated answers, which are produced from the information you provide; (d) third-party outages or failures (hosting, PayFast, AI providers, the internet, or email delivery); (e) misuse, abuse or unlawful use of the service by you or your users; (f) any losses caused by you failing to keep your login or PIN secure.
• Your responsibilities: you are responsible for your end-users’ conduct and for all content and data you place in the system, and for ensuring your use complies with applicable law.
• Acceptable use: no illegal, abusive, infringing or harmful content. We may suspend or terminate the service for abuse.
• Data protection (POPIA): you are the responsible party for your customers’ personal information; DoubleDown AI acts as an operator processing that data on your behalf.
• Service provided “as is”: we do not guarantee that the service will be uninterrupted or error-free.
• Payments are 100% non-refundable — there are no refunds for change of mind. Your statutory rights under the Consumer Protection Act for genuine non-delivery or a defective service are not excluded.

By ticking the acceptance checkbox and clicking “Accept & continue”, the Client confirms they have read, fully understood and unconditionally agree to all terms of this Service Agreement. This electronic acceptance is legally binding under South African law and carries the same legal weight as a handwritten signature in terms of the Electronic Communications and Transactions Act (ECT Act), No. 25 of 2002.