Master Service Terms, Privacy Policy and Cookie Notice

Where documents conflict, the following order applies: (1) the signed Order Form or Deployment Agreement; (2) special terms expressly incorporated in that signed document; (3) the applicable package or service schedule; (4) these Master Service Terms; (5) marketing copy on this website or in proposals.

Marketing copy describes capabilities and targets. It does not create contractual commitments and is the lowest-ranking document.

Our services are offered to businesses. Where both SYSTEM Infrastructure and the Client are juristic persons, section 14 of the Consumer Protection Act 68 of 2008 does not apply, so the agreed minimum term, renewal, cancellation and notice provisions remain governed by the agreement, subject to any mandatory law that cannot lawfully be excluded.

Nothing in these terms states or implies that the Consumer Protection Act as a whole is excluded, or that it can never apply to a transaction with us.

Statutory cooling-off, rescission or cancellation rights apply only where, and to the extent that, the Client qualifies for them under applicable South African law.

No additional contractual cooling-off period is created for a juristic-person Client unless expressly agreed in writing.

Where the law permits services to begin during such a period with the Client's consent, the Client may expressly authorise immediate deployment, and work performed and third-party costs incurred remain payable to the extent the law allows.

Monthly fees are billed in advance in South African Rand. Ecosystem Core: R15,000 per month, 3-month minimum term from go-live, 60 days written notice after the minimum term. Ecosystem Plus: R25,000 per month, 3-month minimum term from go-live, 90 days written notice after the minimum term. The Monopoly: R40,000 per month, 6-month minimum term from go-live, 90 days written notice after the minimum term.

The monthly retainer is collected through our secure payment link. Any approved one-time setup or mobilisation fee is invoiced separately for EFT, and paying it alone does not activate an engagement. Activation follows a signed agreement plus confirmed payment of the required engagement amount.

No VAT is currently added to the advertised fees. VAT will be charged only if and when SYSTEM is legally registered or required to charge it, with the applicable amount shown on a valid invoice.

Advertising and third-party media budgets are separate from our fees and are not included in them.

After the initial minimum term, fees may be adjusted on reasonable advance written notice of at least one full billing month. Prices committed for a minimum term are not changed during that term unless the signed agreement allows it.

Invoices are payable on the date stated on the invoice. Overdue amounts may bear interest at the prescribed rate under the Prescribed Rate of Interest Act 55 of 1975, to the extent permitted by law.

If an invoice remains unpaid after the due date, we may suspend services on 48 hours' written notice sent to the Client's designated notice address. The notice period starts when the notice is sent. Suspension may cover hosted infrastructure, automation workflows, AI reception, paid-media management, reporting and support, as specified in the notice.

Services are restored once payment reflects as cleared in our account, together with any reasonable reinstatement administration charge notified in advance. Fees for the suspension period remain payable where the suspension results from the Client's non-payment.

Where we lawfully enforce payment, the Client is liable for reasonable, legally recoverable enforcement and collection costs actually incurred. Nothing in this clause limits our other lawful remedies.

A payment-processor reversal, chargeback or dispute does not by itself extinguish a valid debt for services already rendered or committed.

Where a payment is reversed, or where a dispute is raised in bad faith, we may suspend services and pursue the outstanding amount through ordinary lawful means. This does not limit the Client's legitimate rights against its card issuer or any other mandatory right.

"Deployment Ready" means we have received all of the following: the signed agreement; cleared payment of the required engagement amount; the completed brief and approvals; logos, brand assets and content; relevant access and credentials for the domain, Google Business Profile, advertising accounts, CRM and messaging channels; accurate business, pricing and instruction data; and every other dependency reasonably necessary to build and launch.

Our published target is a first production-ready draft within 48 consecutive hours after the engagement becomes Deployment Ready. The 48 hours are consecutive clock hours, not business hours, and the clock starts only once every item above has been received. It is a service target we work to, not a guarantee of a fixed outcome, and Client-caused delay pauses and extends it.

Client-caused delays pause and extend the clock for an equivalent period and may result in rescheduling within the deployment queue. Recurring fees continue to run from the agreed start date.

Scope is what the signed Order Form or Deployment Agreement, incorporated special terms and the package schedule say it is. Anything outside that is a Change Request.

For a Change Request we may quote additional fees, adjust delivery dates, or decline the change. Silence, informal conversation or a message thread does not extend scope.

Two rounds of revisions are included on the initial deployment unless the signed agreement says otherwise.

The Client provides access, information, approvals, content, credentials, feedback and decisions within the reasonable periods we request, and nominates a single decision-maker.

Client delay extends deadlines and pauses service levels, does not excuse payment of amounts due, and may result in rescheduling.

After a deliverable is submitted, the Client has a reasonable period of five (5) business days to submit consolidated revision requests.

Publication, launch, active use or express approval of a deliverable constitutes acceptance, subject to any defect the Client has already documented in writing and which remains unresolved.

On full payment, the Client owns the genuinely bespoke final deliverables created specifically for it: client-specific copy, commissioned graphics and video, branding assets, and anything else expressly identified as client-owned in the signed agreement.

SYSTEM Infrastructure retains all Background IP, meaning all pre-existing and reusable material including code, libraries, frameworks, templates, prompts, AI instructions, automation logic, workflows, integration architecture, methodologies, database and CRM structures, infrastructure, APIs, know-how, processes, generic components, reusable improvements, internal tooling and system architecture. Nothing in any agreement transfers Background IP.

Where Background IP is embedded in a paid-up deliverable, the Client receives a non-exclusive, non-transferable licence to use it as reasonably required for the intended business use of that deliverable.

Hosted and subscription systems, including the AI reception stack and automation platforms, are licensed for the duration of the engagement and are not transferred.

The Client grants us a limited, non-exclusive licence to use logos, photographs, video, trademarks, business and product information, lawfully held customer data, advertising assets and other supplied material solely to deliver the services.

The Client warrants that it has the authority and rights to supply that material and to give the instructions it gives.

The Client indemnifies us against third-party claims, and reasonable directly related legal costs, to the extent caused by unlawful or infringing Client material or Client instructions. We remain responsible for our own unlawful conduct.

For our own website, sales, billing, support and administration, we act as Responsible Party. Where we process the Client's lead or customer data solely on the Client's instructions, the Client is generally the Responsible Party and we act as an Operator under the Protection of Personal Information Act 4 of 2013.

The Client warrants that any database supplied for outreach or reactivation was lawfully collected, that a lawful basis exists for the intended processing and direct marketing, that consents or other lawful grounds are in place, that suppression and opt-out records are accurate and provided to us, and that it will not instruct unlawful processing.

We may refuse or suspend processing that appears unlawful, and will tell the Client why.

Further detail is in the Privacy Policy below.

AI systems can produce incorrect or incomplete output. Quote drafts, summaries and suggested replies are advisory only, and the Client holds final commercial approval of pricing and commitments.

We cannot bind the Client to any quote, price or commitment unless the Client has expressly agreed in writing that a defined automated flow may do so.

The Client is responsible for the accuracy of the pricing, scripts, policies and qualification rules it supplies. We are not responsible for output that is directly caused by inaccurate Client-supplied data.

The Client keeps appropriate human oversight over material decisions that are supported by automated processing.

Advertising spend is separate from our management fee and is preferably charged directly to the Client's own platform account or payment method. Where we pay it on the Client's behalf it is recharged at cost.

We do not guarantee impressions, leads, conversions, revenue, cost per click, search ranking or return on ad spend. Platforms may reject, limit or suspend accounts and creative for their own reasons.

The Client warrants that its product and service claims are true and lawful. We may refuse instructions we consider misleading, unlawful or prohibited by a platform.

We bid on competitor keywords only where that is lawful and permitted by the relevant platform policy.

We do not impersonate another business, use unauthorised logos, suggest false affiliation, copy protected creative or run misleading claims. Client instructions about competitors are reviewed before implementation and may be declined.

We do not buy, generate or fake reviews, impersonate reviewers, suppress negative reviews or gate review requests on expected sentiment.

Review requests are sent to customers on consistent terms and in line with platform rules and applicable law.

Exclusivity applies only where it is recorded in writing in the signed agreement, and only for the Sector and Territory named there. There is no general or universal exclusion.

"Direct Competitor" means a business whose primary trading activity competes with the Client's primary trading activity as recorded in the agreement. "Sector" means that recorded primary service category. "Territory" means the geographic area named in the agreement.

The written start and end dates govern. Exclusivity lapses on termination, and may be suspended while the account is in arrears beyond the period stated in the agreement or while the Client is in material breach.

Exclusivity does not apply to clients we onboarded before the effective date (grandfathering), to national or multi-location clients whose engagement predates or extends beyond the Territory, or to inbound enquiries originating outside the Territory.

Delivery depends on third parties including Google, Meta and WhatsApp, hosting and cloud providers, AI providers, email infrastructure, payment processors, CRM and automation platforms, domain registrars, analytics services and other APIs.

To the extent permitted by law, we are not responsible for third-party outages, policy, API or algorithm changes, account suspensions not caused by our breach, advertising rejections, ranking volatility, discontinued products or changed functionality.

Where a provider becomes unavailable or unsuitable, we may substitute a reasonably equivalent provider.

We warrant that services are performed with reasonable care and skill by suitably capable people.

We do not warrant uninterrupted third-party services, guaranteed search rankings, lead volumes or revenue, error-free AI output, or perpetual compatibility with external platforms.

To the maximum extent permitted by law, our total aggregate liability for all claims is capped at the fees actually paid by the Client in the three (3) months preceding the claim.

To the extent permitted by law, we are not liable for indirect or consequential loss, including lost profits, lost opportunities, lost leads, reputational harm or anticipated savings.

Nothing in these terms excludes or limits liability for fraud, wilful misconduct, or any other liability that cannot lawfully be excluded or limited.

The Client indemnifies us against third-party claims, losses and reasonable directly related legal costs to the extent they arise from: unlawful Client instructions; infringing content or material supplied by the Client; false or misleading Client advertising claims; databases obtained unlawfully; the Client's misuse of the services; the Client's own products and services; and regulatory violations caused by the Client.

This indemnity does not extend to our own unlawful conduct, for which we remain responsible.

Each party keeps the other's non-public information confidential during the engagement and for 24 months afterwards, and uses it only for the engagement.

This does not apply to information that is or becomes public without breach, was independently developed or lawfully known, or must be disclosed by law, regulator or court order. Each party may share it with professional advisers under equivalent duties of confidence.

We name a Client, use its brand or publish a case study only where the signed agreement permits it or the Client gives separate written approval.

Aggregated, anonymised metrics may be used only where they cannot reasonably identify the Client and where publication is lawful.

Where practical, the Client owns and remains the account holder of its core assets: domains, advertising accounts, analytics properties, Google Business Profile, social profiles, CRM records, tracked phone numbers and email accounts.

We own or license our proprietary infrastructure and the licensed systems that run the automation and AI layers.

On termination we will, as applicable, transfer or release accounts the Client owns, disable hosted systems we own or license, and retain records only as lawfully required.

All outstanding invoices become due on termination. Client-owned assets and data exports are handed over once the account is settled.

No Background IP transfers on offboarding. Third-party licences and hosted automation may end on termination.

Reasonable export or migration assistance beyond a standard export may be quoted and charged. Retention and deletion of personal information follow the Privacy Policy and applicable law.

Neither party is in breach for delay or failure caused by events beyond its reasonable control, including severe infrastructure failure, widespread power or network disruption, cloud or platform outage, cyberattack not caused by a failure to use reasonable security, government restrictions, industrial action, natural disaster and telecommunications failure.

Payment obligations already due are not suspended by this clause.

These terms are governed by the law of the Republic of South Africa.

To the extent permitted by law, the parties consent to the jurisdiction of a competent Magistrates' Court. This does not deprive either party of the right to approach any other court of competent jurisdiction.

The parties first attempt good-faith resolution between principals within fourteen (14) days of written notice, and may then refer the dispute to mediation. Urgent interdictory relief and straightforward uncontested debt collection may be pursued without first following negotiation or mediation.

Formal notices are sent to the email address designated in the signed agreement, to the physical address recorded in that agreement, or to another electronic address the parties agree in writing.

An emailed notice is treated as received on the business day it is sent, unless a delivery failure is received. WhatsApp is used for day-to-day operations and is not the only or required method for formal notice.

These terms, together with the signed agreement and schedules, are the entire agreement between the parties and replace earlier discussions.

Amendments and waivers are valid only in writing and signed by both parties. A failure to enforce a right is not a waiver of it.

If a provision is unenforceable, it is severed or read down to the minimum extent necessary and the rest stays in force.

The Client may not assign the agreement without our written consent. We may use subcontractors and operators, and remain responsible for their performance of the services.

Clauses on intellectual property, confidentiality, payment, indemnities, liability, data protection and dispute resolution survive termination.

The parties are independent contractors. Nothing creates a partnership, joint venture, agency or employment relationship. Each signatory warrants that they are authorised to bind their party. The agreement may be signed in counterparts and by electronic signature, which the parties accept as valid.

Before deployment we record: full legal entity name; registration number where the Client is a registered entity; entity type; business or registered address; the authorised representative's name, title and capacity; business email and phone; the Client's own VAT number where the Client is VAT-registered and provides it; and confirmation that the representative is authorised to bind the Client. A VAT number recorded in these details is the Client's, not ours.

A genuine sole proprietor is not required to provide a company registration number.

SYSTEM Infrastructure (Pty) Ltd, registration number 2026/372557/07, B-BBEE Level 1 Contributor (ICT). Director: Boikanyo Zulu.

Business location: eMalahleni (Witbank), Mpumalanga, South Africa. Email: boikanyo@systemsa.co.za. Phone: +27 64 874 1250. Website: https://systemsa.co.za.

Information Officer: Boikanyo Zulu. POPIA and privacy enquiries: boikanyo@systemsa.co.za.

Services and prices are described on the pricing and package pages. No VAT is currently added to the advertised fees. VAT will be charged only if and when SYSTEM is legally registered or required to charge it, with the applicable amount shown on a valid invoice. Payment is by secure card link for the monthly retainer and by EFT for any separately invoiced setup fee. Cancellation, refund and statutory-rights provisions are in the clauses above. Privacy and cookie practices are set out below.

We are the Responsible Party for personal information we process for our own website, sales, billing, support and administration.

Where we process a client's lead or customer data solely on that client's instructions, the client is generally the Responsible Party and we act as an Operator.

Information Officer: Boikanyo Zulu. POPIA and privacy enquiries: boikanyo@systemsa.co.za.

From website forms: name, business name, industry, email address, phone number, package interest and any message you send.

Automatically: a one-way hash of your IP address and your browser user-agent string, for security and abuse prevention, plus the campaign parameters (UTM) in the link you arrived on.

From clients during an engagement: business information, account access details and the lead or customer records processed by the systems we operate for them.

We do not sell or broker personal information.

Selected operators and service or infrastructure providers may process personal information as reasonably necessary to host, secure, communicate, analyse and support the services, under contractual and technical safeguards and only for those purposes.

Current categories: managed database and serverless functions (Supabase), transactional email delivery, internal CRM mirror (Notion), payment processing (Paystack), messaging (Meta / WhatsApp Business Platform), AI voice and inference providers, analytics (Google Analytics 4) and advertising measurement (Meta) where you have consented.

We may disclose information where the law requires it, or to establish, exercise or defend legal claims.

Clients who supply contact databases for outreach or reactivation warrant that the data was lawfully collected, that a lawful basis exists for the intended processing and direct marketing, that consents or other lawful grounds are documented, and that suppression and opt-out lists are accurate and shared with us.

We may refuse or suspend processing that appears unlawful.

We apply reasonable and appropriate technical and organisational safeguards to the information we hold, including transport encryption, access control on administrative interfaces, least-privilege service credentials and audit logging.

No system can be guaranteed to be perfectly secure, and we make no claim of absolute security.

You may request access to, correction of, objection to, or deletion of your personal information. We handle requests promptly and within any applicable statutory period.

We may lawfully retain information where it is needed for legal, tax and accounting obligations, dispute or claim handling, fraud prevention and record-keeping. Where a request cannot be met in full for one of those reasons, we say so and explain why.

Marketing and lead records are retained for no longer than necessary for the purpose they were collected for, and normally not more than 24 months after the last interaction unless the law or an active engagement requires longer.

Contact boikanyo@systemsa.co.za first so we can resolve the issue. You may also lodge a complaint with the Information Regulator of South Africa.

We store your consent choice and basic session state. These are necessary for the site to function and to honour your decision, and are not used for advertising.

The Google Analytics tag is present on page load but runs in Consent Mode v2 with analytics_storage, ad_storage and ad_user_data denied by default, so no analytics or advertising cookies are set before you accept.

If you accept, analytics consent is granted and Google Analytics measures traffic with IP anonymisation. If you decline, consent stays denied and analytics events are not recorded.

The Meta Pixel is not loaded at all unless you accept. It is injected only after advertising consent is granted, and consent is revoked on the pixel if you later decline.

You can change or withdraw your choice at any time using the Cookie Settings link in the footer. Declining keeps all non-essential tracking disabled.

We do not use session-replay tools.