SERVICE AGREEMENT
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This Service Agreement (“Agreement”) is between DoubleDown AI (Pty) Ltd (trading as DoubleDown AI), registration number 2026/041829/07, of 7 Hanz Coetzee Str, Vanderbijlpark SW5, Vanderbijlpark, Gauteng, 1911, South Africa (“DoubleDown AI”, “we”, “us”) and {{biz}} (“the Client”, “you”), represented by {{name}} ({{email}} · {{phone}}), who confirms they are authorised to bind the Client.
1. THE SERVICE
We provide you with Website Chatbot — {{plan}} plan: an AI chatbot that answers your website visitors, captures leads and books appointments, trained on the information you give us and installed on your website with one line of code. It is delivered as a hosted service, managed from a secure dashboard app that you install on your phone or computer and sign in to with your own PIN.
The plan, the price and the features shown on the screens of this signup form part of this Agreement. We may improve the service over time; we will not remove a feature you are paying for without telling you first, and if a change materially reduces what you receive you may cancel before it takes effect.
2. TERMS SPECIFIC TO WEBSITE CHATBOT
- Your plan. The features, message allowance and design options of the {{plan}} plan are the ones shown on the plan and design screens of this signup, and they form part of this Agreement.
- Installing it. We give you one line of code and step-by-step instructions (and, for WordPress and Wix, our own install apps). You are responsible for installing it on your website and for your hosting, domain, DNS, SSL and any firewall or plugin that could block it. We are not liable for a widget that does not show because of how your website is hosted, built or changed.
- Changes during the build. The setup fee includes two rounds of revisions while your chatbot is being built. Further rounds are billed at R250 an hour, and new features that are not part of your plan are quoted separately before any work is done.
- Message allowance. Your plan includes a monthly number of messages, which resets on your billing date. Repeated or spam messages from a visitor are blocked and not counted. We are not liable for allowance used up by bots, scrapers, competitors or other traffic that is not genuine, and when the allowance runs out your chatbot pauses politely until it resets or you buy a top-up.
- Failed payments. If a monthly payment fails we email you each day, and your chatbot is switched off after 3 days. Your dashboard stays open throughout, and the chatbot comes straight back once the payment succeeds.
- Service levels. We aim for 99.5% monthly uptime. Support: Starter and Intermediate — email, within 24 business hours; Pro — priority email, within 8 business hours; Pro+ — priority support, within 2 business hours.
- Partners. If a DoubleDown AI partner introduced you to us, your dashboard may be co-branded with the partner’s name and logo. The partner is not our agent: we are not responsible for anything a partner promises, charges, configures or does outside this Agreement.
- Annual billing, if you chose it: you pay for twelve months in advance at the annual price shown at checkout. It does not renew automatically. Cancelling during the year means it simply is not renewed; the service runs to the end of the year you paid for.
3. FEES AND THE MONTHLY DEBIT ORDER
Today’s payment is your once-off setup fee ({{setup}}) plus your first month, in one payment. Your monthly subscription is {{monthly}}.
Debit order authority. At checkout PayFast stores a secure token against the card you pay with. You authorise us to charge that token for your subscription one calendar month after today’s payment, and on that date every month after that, until you cancel. Nobody can be suspended for non-payment in their first month. We never see, store or transmit your card number, expiry date or CVV.
VAT. DoubleDown AI is not registered for VAT, so no VAT is charged or invoiced on our fees. An invoice is emailed to you for your signup payment and for every monthly payment.
Failed payments. If a monthly payment fails we email you and try again. If it has still not succeeded after the grace period stated in that email, the service is paused — your data is not deleted, and it resumes as soon as payment succeeds. There is no reactivation fee.
Top-ups and add-ons bought inside the app are charged at the price shown when you buy them. A top-up pack is a once-off purchase; an extra-capacity add-on (for example more Mass Email contacts) is added to your monthly charge until you remove it. Neither changes your plan.
Price changes. We may change the price on 30 days’ written notice by email. Because there is no fixed term, you may cancel before the new price applies.
4. DELIVERY
Your service is delivered within 30 minutes once your payment is confirmed — at any time of day, on any day, weekends and South African public holidays included. Your app link is emailed to the address you gave us, and you can follow the build on screen straight after paying. Anything we need from you and do not receive, or any delay caused on your side, extends the delivery time accordingly.
5. WHAT YOU ARE RESPONSIBLE FOR
You agree to:
- give us accurate information, and keep it current in your app;
- have a lawful basis for every piece of personal information you put into the service or ask it to process;
- own, or have permission to use, all content, logos, trademarks and data you give us;
- keep your PIN, your email account and any connected accounts secure, and tell us immediately if you think someone else has access — you are responsible for what is done with your login;
- follow the rules of any third-party platform you connect (for example Google, Microsoft, Meta or your payment provider);
- review how the service behaves in your business, and use it lawfully.
6. ARTIFICIAL INTELLIGENCE
Parts of the service use artificial intelligence. AI output is produced by probability, not certainty: it can be wrong, incomplete or out of date, even when it is based on the information you gave us. We do not warrant that any AI-generated reply, draft, score, prediction or text is accurate or fit for a particular purpose, and it is not legal, financial, medical, tax or other professional advice. You are responsible for checking what the service says and sends in your name and for the settings and guardrails you choose. We are not liable for a decision you, your staff or your customers make in reliance on AI output. We never use your data to train an AI model.
7. SUPPORT, AVAILABILITY AND MAINTENANCE
Support is by email to info@doubledownai.co.za and on WhatsApp at +27 76 847 0371, at the response times listed for your plan. We aim for 99.5% monthly uptime but, like every online service, we cannot promise the service will never be interrupted or error-free. Planned maintenance is announced at least 48 hours ahead and done outside business hours where possible.
8. PERSONAL INFORMATION (POPIA) — THE OPERATOR AGREEMENT
For the personal information of your customers, contacts, staff and suppliers that is processed through the service, you are the Responsible Party and we are your Operator under the Protection of Personal Information Act, No. 4 of 2013. This clause is the written contract that sections 20 and 21 of POPIA require.
We will: (a) process that information only to provide the service and on your instructions; (b) keep it confidential; (c) apply appropriate, reasonable technical and organisational security measures, as section 19 requires; (d) not sell, rent or share it, and not use it for our own purposes; (e) notify you without undue delay, and where possible within 24 hours, after we confirm that it has been accessed or acquired by an unauthorised person; (f) help you answer a request from a data subject; and (g) remove it from our active systems when this Agreement ends (subject to clause 14), except where the law requires us to keep it.
Cross-border processing (section 72). The service runs on reputable cloud, database, email and AI providers, some of which process data outside South Africa. We only use providers that are bound by obligations that give personal information a level of protection substantially similar to POPIA. You consent to that processing, and you confirm that you have told the people whose information you put into the service, or obtained their consent, where the law requires it.
How we handle your own details as our customer is set out in our Privacy Policy at www.doubledownai.co.za/privacy.
9. SECURITY
Every dashboard requires sign-in on every device, each client’s data is kept separate from every other client’s, and access is rate-limited and monitored. We will never ask you for a banking password, your SARS eFiling login or your card details — anyone who does so in our name is not us. No system is impenetrable; we are not liable for loss caused by a breach of an account on your side, or by an attack we could not reasonably have prevented.
10. CONFIDENTIALITY
Each of us will keep the other’s non-public business information, credentials, pricing and processes confidential, use it only for this Agreement, and not disclose it without consent unless the law requires it. This continues after the Agreement ends.
11. INTELLECTUAL PROPERTY
The software, workflows, prompts, templates, configurations and code we use to provide the service are and remain our intellectual property. You receive a non-exclusive, non-transferable licence to use the service while your subscription is active. Everything you put into the service — your data, content, logo and brand — remains yours. If you send us feedback or a rating, we may use it to improve our services.
12. ACCEPTABLE USE
You may not use the service to break any law; to send spam or unlawful marketing; to harass, defame or deceive anyone; to infringe anyone’s rights; to process information you have no right to process; to attack, overload, copy, reverse-engineer or resell the service; or to try to reach another client’s data. We may suspend the service immediately, and end this Agreement, if you do.
13. OUR LIABILITY, AND YOURS
To the extent the law allows:
- our total liability to you under or in connection with this Agreement is limited to the fees you paid us in the three months before the event that gave rise to the claim;
- we are not liable for indirect or consequential loss, including lost profit, revenue, business, opportunity, goodwill or data;
- we are not liable for the acts or omissions of your customers, visitors, staff, partners or invited users, or for outages and changes at third parties we rely on — including PayFast, Google, Microsoft, Meta, AI providers, email delivery, your hosting and your internet connection;
- neither of us is liable for failure caused by events outside our reasonable control, such as load-shedding, power or network failure, natural disaster, government action, or an AI vendor withdrawing a model.
Nothing in this Agreement limits liability for fraud, gross negligence or wilful misconduct, or any right you have that the law does not allow to be excluded.
Your indemnity. You indemnify us against third-party claims, complaints, penalties and costs arising from your content and data, the messages and emails sent in your name, your breach of this Agreement or of the law (including POPIA and the marketing rules in clause 2), and your dealings with your own customers.
14. CANCELLING, SUSPENSION AND WHAT HAPPENS AFTER
You may cancel at any time, from inside your app or by email to info@doubledownai.co.za. There is no fixed term, no notice period and no cancellation fee. Cancelling stops the next debit order. Your service continues until the end of the period you have already paid for, and then ends.
We may suspend or end the service on notice for non-payment after the grace period, or immediately for a breach of clause 12, unlawful use, or conduct that threatens the security of the service or of other clients.
After it ends, your access stops and we may remove your data from our active systems. Export anything you want to keep before your paid period runs out (Books clients keep export access for 30 days). We may keep a secure backup for as long as we need it for legal, accounting or dispute purposes, and then delete it. Clauses 8, 10, 11, 13 and 15 to 20 survive the end of this Agreement.
15. REFUNDS AND YOUR STATUTORY RIGHTS
The setup fee pays for design, build and configuration work that starts the moment you pay, and it is not refundable once the build has started. Subscription months already paid for are not refunded, in whole or in part, when you cancel.
Cooling-off. You ask us to start providing the service immediately, and it begins within minutes of payment. You acknowledge that, under section 42(2) of the Electronic Communications and Transactions Act, the seven-day cooling-off right in section 44 does not apply to services that begin with your consent within that period.
Your rights under the law are not affected. If the Consumer Protection Act applies to you and we fail to deliver the service, or deliver it in a way that falls short of what the law requires, you keep every remedy that Act gives you — including a refund of a reasonable portion of what you paid — and nothing in this Agreement is intended to exclude them.
16. CHANGES TO THIS AGREEMENT
We may update this Agreement by giving you 30 days’ written notice by email. If you do not agree to the change you may cancel before it takes effect; continuing to use the service after that date is acceptance of it. A change you ask for must be agreed by us in writing.
17. NOTICES AND COMMUNICATION
You agree that we may communicate with you, send notices and deliver invoices by email to the address you gave at signup, and that an email is received when it reaches your mail server. Your notices to us go to info@doubledownai.co.za. For formal legal process our chosen address is 7 Hanz Coetzee Str, Vanderbijlpark SW5, Vanderbijlpark, Gauteng, 1911, South Africa, and yours is the business address in your app or, if none, your email address.
18. DISPUTES
If a dispute arises, we will both first try to settle it in good faith within 15 business days of written notice of it, and then by mediation, before either of us goes to court. This does not stop either party from asking a court for urgent relief. You may also approach any consumer body the law gives you access to.
19. GOVERNING LAW AND JURISDICTION
This Agreement is governed by the law of the Republic of South Africa. The parties consent to the jurisdiction of the courts of Gauteng and, under section 45 of the Magistrates’ Courts Act, No. 32 of 1944, to that of the Magistrate’s Court having jurisdiction over DoubleDown AI, even if the amount of a claim would otherwise exceed its jurisdiction.
20. GENERAL
Whole agreement. This Agreement — with the plan, price and features shown on this signup — is the whole agreement between us for this service. Our website
Terms and Conditions and
Privacy Policy also apply;
if anything in them conflicts with this Agreement, this Agreement wins.Severability. If a court finds any part of this Agreement unenforceable, that part is limited to the extent necessary and the rest remains in force.
No waiver. A relaxation or indulgence by either party does not waive its rights.
Cession. You may not cede or transfer this Agreement without our written consent. We may transfer it to a successor to our business on notice to you.
Relationship. We are independent contractors; nothing here creates a partnership, employment or agency.
21. OUR DETAILS (ECT ACT, SECTION 43)
DoubleDown AI (Pty) Ltd · registration number 2026/041829/07 · a private company registered in South Africa · directors: Duval van Staden and Dantus van Staden · 7 Hanz Coetzee Str, Vanderbijlpark SW5, Vanderbijlpark, Gauteng, 1911, South Africa · +27 76 847 0371 · info@doubledownai.co.za · www.doubledownai.co.za. Payments are processed by PayFast, a PCI-DSS compliant South African payment gateway.
ELECTRONIC ACCEPTANCE
By ticking the acceptance box, typing your full name and continuing to payment, you confirm that you have read and understood this Agreement, that you accept it on behalf of {{biz}}, and that you are authorised to do so. This is an electronic signature under section 13 of the Electronic Communications and Transactions Act, No. 25 of 2002, and binds you as a handwritten signature would. We record the version accepted, the name typed, the date and time, and the plan and price agreed against your signup. You may ask us for a copy at any time.