Terms of Service

1. About these Terms

1.1 These Terms of Service govern access to and use of Synkra Chat and the free utilities made available on synkra.co.za.

1.2 In these Terms:

• Account means a Synkra Chat account held by a customer.
• Administrator means a user with administrative permissions for an Account.
• Agent means a person invited to use an Account to manage customer conversations.
• Contact means a person whose details or conversations are stored in an Account.
• Conversation means messages and related information exchanged through a Synkra Chat channel.
• Inbox means the workspace in which Conversations from a channel are received and managed.
• Plan means the Free, Starter, Business or Pro plan selected for an Account.
• Services means Synkra Chat and the free utilities on synkra.co.za. It does not include Synkra Flow while that product remains in development and unavailable.

1.3 These Terms should be read with the Privacy Policy, Refund Policy and any published fair-usage rules that apply to the relevant Service.

2. Synkra Chat

2.1 Synkra Chat is a customer-conversation service through which a customer may configure Inboxes and channels, receive and manage Conversations, store Contacts, invite team members, assign roles, use workflow and reporting features, and use available integrations and AI features.

2.2 A website visitor using a customer's chat widget does not need a Synkra Account. Depending on the customer's configuration, the visitor may complete a pre-chat form or verify an email address to continue a Conversation on another device.

2.5 AI output may depend on the Business Brain, Knowledge Base, Conversation content and instructions configured by the customer. The customer must review AI suggestions before using or sending them where review is part of the current feature.

3. Accounts, users and permissions

3.1 The customer is responsible for the activity conducted through its Account and for selecting suitable Administrators, Agents, Teams, roles and Inbox access.

3.2 Administrators may invite users and control the permissions described in the Account. Custom roles and Inbox-level access may be available.

3.3 Users must keep passwords and personal API access tokens confidential. If a user receives an unrecognised new-login notification, the documentation instructs the user to change the password and review the audit log.

3.4 Synkra Chat locks an Account after five failed login attempts, sends informational new-login emails and records significant Account actions in an audit log visible to Administrators.

3.5 Two-factor authentication is available, optional, and encouraged. It is not mandatory.

4. Customer content and customer communications

4.1 The customer controls the business information, Knowledge Base material, Contacts, Conversations, messages, attachments, internal notes, imported data, integration configuration and other material it adds to Synkra Chat (Customer Content).

4.2 The customer is responsible for:

• having authority to collect, upload, use and instruct Synkra to process Customer Content;
• the accuracy and legality of its Business Brain, Knowledge Base and customer communications;
• its pre-chat forms, marketing preferences and messages to Contacts;
• deciding which users and integrations may access Customer Content; and
• configuring any webhook destination or API integration it chooses to use.

4.3 Synkra may process Customer Content as needed to provide the features the customer selects. The handling of personal information is addressed in the Privacy Policy.

5. Plans, allowances and usage

5.1 Synkra Chat has Free, Starter, Business and Pro Plans. Prices and allowances are displayed on synkra.co.za/pricing and in the documentation. Every Plan is described as having the same features and differing by volume.

5.2 Current ZAR monthly prices and included volumes are:

| Plan | Price | Seats | Outgoing agent messages | Storage | AI operations | Notification emails | |---|---:|---:|---:|---:|---:|---:| | Free | R0 | 1 | 250/month | 1 GB | 0/month | 300/month | | Starter | R299/month | 7 | 3,000/month | 3 GB | 1,000/month | 2,000/month | | Business | R599/month | 15 | 8,000/month | 10 GB | 1,750/month | 2,750/month | | Pro | R999/month | 50 | 25,000/month | 15 GB | 1,750/month | 5,000/month |

5.4 One message is each individual outgoing Agent message. Incoming customer messages and internal notes do not count.

5.5 One AI operation is one successful team-triggered AI action identified in the documentation, including Suggest Reply, Summarize Conversation, Improve Reply, Change Tone, Fix Spelling & Grammar, Suggest Labels or Follow-up Suggestion.

5.6 One notification email is one outbound email Synkra sends on the customer's behalf. The current documentation identifies Conversation transcripts, sent automatically on resolution or manually by an Agent.

5.7 When a message allowance is reached, outgoing messages pause until the billing period resets, the customer upgrades or the customer buys an add-on pack; incoming messages continue. When an AI-operation or notification-email allowance is reached, that feature pauses while the Inbox otherwise continues operating.

5.8 A customer cannot add another teammate after reaching the seat allowance unless it buys extra seats or upgrades. Existing users remain unaffected.

6. Add-ons

6.1 Customers may buy add-on packs for messages, AI operations and notification emails. The the published policy states that these packs never expire and are used only after the included monthly allowance is exhausted.

6.2 Current ZAR starting prices are R50 for 5,000 messages, R50 for 1,000 AI-operation credits and R50 for 1,000 notification-email credits.

6.3 Extra seats are currently R69 per seat per month, granted immediately without a charge at purchase, and billed from the next renewal.

6.4 Extra storage is currently R30 per GB and is not purchased automatically.

7. Billing and Plan changes

7.1 Paid Plans and purchases are processed through Paystack. Usage is shown under Settings → Billing.

7.3 Downgrades take effect at the end of the current billing period.

7.5 The Refund Policy governs whether payments are refundable.

8. Student pricing and Community Access

8.1 Student pricing gives a verified currently enrolled higher-education student 35% off Starter, Business or Pro. It is the same Plan, with the same features and limits, at a lower price.

8.2 Student eligibility may be verified using an eligible institution email address and six-digit code, or using a qualifying current-enrolment document. Student pricing lasts until 31 December of the verification year. If the customer does not re-verify, the Account moves to Free and is not automatically charged the standard price.

8.3 Community Access gives a qualifying non-profit, NGO, NPC, charity or community-based organisation 60% off Starter, Business or Pro. Synkra reviews applications. Approval lasts 12 months. If it lapses without reapplication, the Account moves to Free and is not automatically charged the standard price.

8.4 If an approved discount is added to an existing subscription, the discounted price starts on the next billing date. The discount carries to a different paid Plan while verification remains valid.

9. Free utilities

9.1 Synkra makes free utilities available without requiring an Account. They are separate from a paid Synkra Chat subscription.

9.2 Fair usage for free utilities may be enforced by connection, session or originating network address. Synkra's published Fair Usage Policy says these tools may be modified, rate-limited or withdrawn without notice and are not covered by paid-service allowances or support terms.

10. Acceptable use

10.1 Users must not use the Services for unlawful activity or in a way that interferes with the Services or other customers' use.

11. Integrations and API access

11.1 Synkra Chat may provide personal API access tokens, webhooks and integrations. Tokens inherit the issuing user's permissions and may be reset.

11.2 The customer is responsible for integrations and destinations it configures, including the security and authority of persons receiving data from them.

13. Availability, support and changes

13.1 Synkra may change the Services as the product develops. Current features are those available in the Account and described on the approved Synkra domains.

14. Account closure and data

14.1 Customers may delete Contacts and messages using available Account controls. You may export your data at any time.

16. Governing law and disputes

16.1 South African law governs these Terms. Synkra Technologies is currently an unregistered business and will register with the CIPC in due course.

17. Contact

17.1 Questions about the Services may be sent to hello@synkra.co.za. Legal notices may be sent to the same email address with “Legal Notice” in the subject line.