The deal, written so you can actually read it.

01Who these bind

These terms are between Floserv Technologies (Pty) Ltd, registration number 2025/787630/07 ("we", "us"), and the business that engages us ("you"). They apply together with the quote we send you and, where personal information is involved, our operator agreement. If those documents conflict, the quote wins on commercial detail and the operator agreement wins on data.

02What we provide

We build, deploy and run an AI agent for your business across the channels set out in your quote, together with the helpdesk your team works in. This is a done for you service. You are not buying software to configure yourself.

What the agent can do is limited to what your quote describes. Adding a channel, a department or an integration is a change we will price separately before doing it.

03Setup

Setup is a once off fee, payable before we start building. It covers loading your knowledge, writing procedures and guardrails with you, connecting your channels, registering and verifying your WhatsApp Business number, and testing against real scenarios.

We aim to have you live within roughly a week. Meta's business verification sits outside our control and is the step most likely to move that date.

04Fees and messages

• The monthly fee covers the platform, the AI, hosting, the helpdesk and ongoing tuning. It does not change because you added staff.
• WhatsApp conversation charges are set by Meta and billed to you at cost, with no markup. Meta revises these rates from time to time and we pass through what we are charged.
• SMS and voice are charged per message or per minute at the rates in your quote.
• All fees exclude VAT unless stated otherwise.

05Payment terms

Monthly fees are invoiced in advance and payable on the terms shown on your invoice. Message charges are invoiced in arrears for the month in which they were incurred.

If an invoice goes unpaid we will tell you before doing anything about it. If it remains unpaid we may suspend the service, and we will give you notice before we do. We would rather have the conversation than switch off your customer channel without warning.

06What we need from you

• Accurate information for the agent to answer from, and to tell us when your prices, policies or hours change.
• The rules the agent must never cross, signed off by whoever is responsible for that in your business.
• Someone available to handle escalations during your business hours.
• Confirmation that you have the right to use the content you give us, and that any customer data you bring was lawfully collected.

07Your content and data

Your documents, conversations, customer records and collected files remain yours. We process them to run the service and for nothing else. They are not used to train publicly available AI models and are not shared with other clients.

You can request an export at any time, not only when you leave. Our privacy policy and operator agreement set out how personal information is handled.

08Who owns what

• Yours: your content, your customer data, your brand, and your WhatsApp Business number, which is registered to your company.
• Ours: the platform, our methods, our templates and anything we build that is not specific to you.
• Your agent's configuration: the procedures and guardrails written for your business are yours to take with you, in a readable form, on request.

09About AI output

The agent is built to answer from your material, to stay inside the guardrails you set, and to escalate rather than guess. It is still an AI system and it will occasionally get something wrong.

This is why we insist on guardrails at setup, why sensitive requests are routed to your people, and why every conversation is logged. You remain responsible for the commitments your business makes to your customers, and we will fix what the agent gets wrong as quickly as we can once we know about it.

10Availability

We aim to keep the service running continuously and we monitor it. We do not offer a contractual uptime guarantee, because parts of the chain, including Meta's WhatsApp platform and our AI providers, are outside our control and we are not going to promise something we cannot deliver.

Where we plan maintenance that could interrupt the service, we tell you beforehand.

11Third parties

The service depends on providers including Meta for WhatsApp delivery, our platform provider and our AI providers. Their terms apply to their part of the chain. If one of them changes its rules or pricing in a way that affects you, we will tell you as soon as we know.

12Ending the agreement

After setup the agreement runs month to month. Either side may end it on 30 days written notice. There is no penalty for leaving and no minimum term beyond the notice period.

On termination you get an export of your conversations, tickets and collected documents, and your WhatsApp Business number stays registered to you. We delete our copy of your data on request, except where we are legally required to keep records.

We may end the agreement immediately if the service is being used unlawfully, or to send bulk unsolicited messages in breach of Meta's rules or of POPIA.

13Liability

Neither side is liable to the other for indirect or consequential loss, including lost profit or lost business. Our total liability in any twelve month period is limited to the fees you paid us in that period.

Nothing in these terms limits liability that cannot lawfully be limited, including for fraud or for anything the Consumer Protection Act does not permit us to exclude.

14Changes to these terms

If we change these terms we will tell existing clients directly and give at least 30 days notice before the change applies to you. If you do not accept a change, you may end the agreement on the notice period above without penalty.

15Law and disputes

These terms are governed by South African law and the courts of South Africa have jurisdiction.

If something goes wrong, tell us first. Most disputes are a misunderstanding about scope and are faster to fix in a conversation than in a letter. If that does not resolve it, either side may take the matter further.