Terms of Service

1. About these terms

1.1 What these terms cover. These terms cover the Yielde platform: all subscriptions to the Yielde platform, including the Starter, Growth and Business plans (whatever the billing period) and any custom platform plan, and any other Yielde subscription service sold through our checkout or bought under the version of these terms dated 20 June 2026. The platform gives you a dashboard and AI workers on a workspace we run for you. The common core and Schedule A apply.

1.2 The documents that make up your agreement. For the platform, each document marked "Yes" below is part of your agreement.

Your Order is the plan you select when you subscribe to the platform or, for a custom platform plan, the plan and price we agreed with you.

1.3 Which document wins.

Platform. If there is a conflict between documents forming your platform agreement, the following order applies unless a document expressly states otherwise:

1. for data-protection matters, the DPA;
2. for permitted-use matters, the Acceptable Use Policy;
3. for refund and cancellation mechanics, the Refund Policy and the Cancellation Policy;
4. otherwise, the body of this MSA (the common core and Schedule A);
5. then your Order or the plan page.

Your Order, including the Order for a custom platform plan, still ranks last unless it expressly states otherwise.

1.4 Clauses to read first.

1.5 Words we use.

• Yielde, we, us: Splice Computers (Pty) Ltd, trading as Yielde (section 2).
• You: the business, or the person acting in the course of trade, business or profession, that uses a Yielde service.
• Service: the Yielde service you use, meaning the platform.
• DPA: the written operator contract that POPIA section 21(1) requires, for the platform.
• Customer Data: the data and content you give us or process through the Service (section 7.2).
• Personal information, responsible party and operator: as defined in section 1 of POPIA.
• Working day or business day: Monday to Friday, excluding South African public holidays.
• POPIA: the Protection of Personal Information Act 4 of 2013, with its regulations and any codes of conduct issued under it. CPA: the Consumer Protection Act 68 of 2008. ECTA: the Electronic Communications and Transactions Act 25 of 2002.

2. Who we are

2.1 Yielde is the trading name of Splice Computers (Pty) Ltd, a private company registered in South Africa with the Companies and Intellectual Property Commission (CIPC).

2.2 Section 19 and our legal information page give the other details that ECTA section 43 requires.

3. Accepting these terms

3.1 Platform. By registering for an account, clicking "I agree" (or similar), signing electronically, or using the platform, you accept the common core and Schedule A.

3.2 Venuo. If you use Venuo, our enquiry desk for wedding and function venues, its own terms at https://venuo.co.za/terms/ apply, not these terms.

3.3 Authority. Important: this clause asks you to confirm a fact. If you accept for a business, you confirm that you are authorised to bind it.

3.4 Business customers. The Service is offered to businesses and to persons acting in the course of trade, business or profession. Some laws still protect small businesses and sole proprietors. Section 18 explains those rights, and nothing in these terms takes them away.

3.5 Age and capacity. You must be 18 or older and legally capable of contracting.

3.6 Electronic signature. The parties agree that these terms and the DPA may be concluded and signed electronically, and that electronic signatures are valid and enforceable under ECTA section 13, and admissible in evidence under ECTA section 15.

4. Accounts and your responsibilities

4.1 Your data and your instructions. You are responsible for:

• the accuracy and lawfulness of the data and content you submit;
• your account credentials and all activity under your account;
• obtaining all consents, notices and lawful bases required for the personal information you process through the Service (section 6); and
• your end-users' and leads' compliance with the Acceptable Use Policy.

4.2 Your details. You must keep your contact and billing details current.

4.3 Marketing.

• Platform: you will not use the Service to send unlawful direct marketing. Because the platform includes lead-qualification and voice outreach, you are responsible for complying with the direct-marketing rules that apply to your communications.

4.4 Acceptable use. Your use of the Service, and your end-users' use, is governed by the Acceptable Use Policy, which forms part of these terms. It prohibits, among other things, unlawful, infringing, abusive or high-risk uses; circumvention of metering or security; and prohibited categories of data and processing. A breach of the Acceptable Use Policy is a breach of these terms and may lead to suspension or ending of the agreement under sections 11 and 12.

5. Fees, VAT and payment

5.1 Rand and Paystack. All fees are quoted and charged in South African Rand (ZAR) and processed through Paystack, unless the Order for a custom platform plan provides another way to pay.

5.2 VAT. Yielde is registered for VAT (VAT number 4700295688).

• Platform: platform plan prices include VAT at 15% (Schedule A, item A5). For a custom platform plan, the price in your Order includes VAT, unless the Order shows the price excluding VAT, the VAT and the price including VAT.

5.3 Card details. Your card details are handled by Paystack and are not stored by Yielde.

5.4 Price changes.

• Platform: we may change plan prices or Credit rates on reasonable prior notice, effective from your next billing period, and you may cancel before the change takes effect.

5.5 Late or failed payment. Schedule A, item A7 applies to platform payments.

6. Data protection

6.1 Roles under POPIA. For the personal information that you submit to or process through the Service (for the platform, your end-users, leads and callers):

• you are the responsible party: you decide the purpose and means of processing and bear the responsible-party duties under POPIA; and
• Yielde is your operator: we process that personal information on your behalf and on your documented instructions, and not for our own purposes.

6.2 Yielde's own records. Yielde is itself a responsible party for the personal information it processes for its own purposes: your account, authentication, lifecycle, subscription and billing data. The Privacy Policy governs that processing, not the DPA.

6.3 The operator contract comes first. The DPA (platform) is the written operator contract that POPIA section 21(1) requires. It forms part of your agreement.

• Platform: by entering into these terms and using the platform, you also enter into the DPA. You sign it through the in-portal e-signature workflow before any tenant is provisioned (Schedule A, item A3).

The DPA governs: the subject-matter, nature and purpose of processing; the categories of personal information and data subjects; Yielde's security safeguards under the POPIA section 19 standard; the operator's section 20 authorised-processing and confidentiality duties; sub-processor terms and the cross-border transfer basis (POPIA section 72); breach notification; help with data-subject requests (POPIA sections 23 to 25); and return or deletion at the end.

6.4 These terms are not the operator contract.

• Platform: where these terms conflict with the DPA on a data-protection matter, the DPA prevails.

6.5 Where the data goes. The platform uses service providers outside South Africa.

• Platform: Yielde's automation runs on Vercel (serverless) and Supabase (eu-west-1); model calls via OpenRouter. Platform data is therefore processed outside South Africa. Supporting functions are provided by sub-processors hosted outside South Africa, including the LLM APIs, voice, transactional email, the routing of lead emails you forward to us (Cloudflare), error monitoring (Sentry, in the EU), and edge and hosting providers. Account, billing and lifecycle records are held by Supabase in the EU (Dublin, Ireland). The most significant cross-border flow is that AI prompts (which can contain personal information) are routed to LLM APIs hosted in the United States (OpenRouter also operates globally).

Important: this paragraph asks you to acknowledge a fact and places a duty on you. You acknowledge and instruct these transfers. POPIA section 72 governs them, and the DPA sets out the lawful basis. As responsible party, you must tell your own data subjects, in your privacy notice, about the cross-border transfer and the level of protection (POPIA section 18). For the platform, we will help you do so.

6.6 Sub-processors. The sub-processor register is the authoritative list of the sub-processors we use. In summary:

On the platform, AI prompts, forwarded lead emails, and voice call audio and transcripts may contain personal information. The register also says what personal information each sub-processor handles and the basis for each transfer out of South Africa.

Changes to sub-processors. For the platform, before we add or replace a sub-processor or make a material change to an existing one, we give you at least 30 days' advance written notice, and you may object, as the register and the DPA set out. If a platform sub-processor must be replaced urgently for security, legal-compliance or service-continuity reasons, we may make the change first and give notice as soon as reasonably possible; your right to object still applies (register, section 7.4).

6.7 What we never do with your data. We do not sell it. We do not use it, or let a sub-processor use it, to train or improve any AI model.

6.8 Security compromises. If we have reasonable grounds to believe that personal information we process for you has been accessed or acquired by an unauthorised person, we notify you immediately, as POPIA section 21(2) requires. This duty is not limited to business hours. As responsible party, you notify the Information Regulator and the affected people, and we help you to do so. The DPA sets out the details.

6.9 Information Officer. Our Information Officer is the head of the organisation by operation of law. You can contact our Information Officer at support@yielde.dev. The Privacy Policy explains the rights of data subjects and how to use them.

7. Intellectual property

7.1 Yielde's property. Yielde and its licensors own and keep all rights, title and interest in the Service, the platform, the software, workflow templates, reply templates, models and configurations, documentation, and all related intellectual property. Nothing in these terms transfers any of that to you. You receive a limited, non-exclusive, non-transferable, revocable licence to access and use the Service while your subscription runs, solely for your internal business purposes and subject to these terms and the Acceptable Use Policy.

7.2 Your data and content. As between you and Yielde, you own your data and content ("Customer Data"). For the platform, that includes the leads and end-user data, prompts, call data and configurations you submit. You grant Yielde a limited licence to host, process and transmit Customer Data solely to provide and support the Service, and as set out in the DPA. Yielde does not acquire ownership of Customer Data.

7.3 AI output. Important: this clause limits what we promise about AI output. Subject to your payment of fees and to the third-party model providers' own terms, as between you and Yielde the outputs generated for you by the AI features are yours to use for your business purposes. AI outputs may not be unique and may not be independently protectable.

7.4 Feedback. Important: this clause limits our obligations. If you give us feedback, we may use it without restriction or obligation.

7.5 Our name. "Yielde" and related marks are ours. You may not use them without our written permission.

8. Confidentiality

8.1 Each party will protect the other's confidential information with reasonable care and use it only for this agreement.

8.2 This section does not reduce the data-protection duties in the DPA. For personal information, those duties apply as sections 1.3 and 6.4 set out.

9. What we promise, and AI output

9.1 Authority. Each party confirms that it has the authority to enter into this agreement.

9.2 Our service promise. Yielde will provide the Service with reasonable skill and care and substantially in accordance with the published description. For the platform, that is the description in Schedule A and on our site when you subscribed.

9.3 AI output is not advice. AI outputs (for the platform, lead scores, drafted messages, call handling and summaries) are made by automated systems. They may be incomplete, inaccurate or inappropriate for a given situation. They are not legal, financial, medical or other professional advice. You remain responsible for reviewing them, and for any decision or communication you act on.

9.4 What we do not promise. Beyond the promises in these terms and Schedule A, and to the maximum extent South African law allows, the Service is provided "as is" and "as available". We do not promise that the Service will be uninterrupted, error-free, or secure against all threats, or that AI outputs will be accurate, complete, or fit for any particular purpose.

9.5 Your rights under consumer law. Nothing in this section 9, or in section 10, excludes, limits or modifies any right, warranty or remedy that cannot lawfully be excluded, limited or modified under South African law, including any applicable provisions of the CPA and ECTA.

10. Limits on our liability

11. Suspension

11.1 When we may suspend. We may suspend your access to the Service, in whole or in part, where:

• the law, a sub-processor or a payment provider requires it;
• you materially breach these terms or the Acceptable Use Policy and, where the breach can be fixed, you do not fix it within the period stated in our notice;
• a recurring payment fails and is not put right (Schedule A, item A7);
• there is a security or fraud risk; or
• continuing would pose a material risk to the platform or to other platform tenants.

11.2 How we suspend. We give you reasonable notice where practicable and, where it is practical and lawful, a chance to fix the problem first. Where the risk is urgent, we may suspend first and notify you promptly afterwards. We lift the suspension promptly once the cause is resolved. A suspension does not cancel fees already due.

11.3 Platform. Provisioned tenant data is kept during a suspension grace period and handled at the end of the agreement under section 12.

12. Ending the agreement

12.1 How long it lasts. For the platform, this agreement starts when you accept it and continues for as long as you have an active subscription.

12.2 Ending by you.

• Platform: you may cancel at any time under the Cancellation Policy (Schedule A, item A9).

12.3 Ending by us.

• Platform: we may end your subscription only for a material breach that you have not fixed (including a breach of the Acceptable Use Policy), for non-payment, or as the law requires, and then on notice. We have no right to end a platform subscription for our own convenience.

12.4 What happens at the end.

• Your licence ends. Platform provisioning stops.
• Any outstanding fees become due.
• Customer Data and personal information are returned or deleted under the DPA and POPIA's retention and deletion principles: for the platform, after the 30-day export window in Schedule A, item A11.
• Clauses that by their nature survive (intellectual property, confidentiality, liability, governing law and disputes, and the survival terms of the DPA) continue.

13. Events beyond our control

13.1 Neither party is liable for a failure or delay caused by events beyond its reasonable control (including failures of third-party infrastructure, AI model providers, payment providers or connectivity), provided it takes reasonable steps to limit the effect and resumes promptly.

13.2 This section does not reduce our data-protection duties, including the duty to notify you of a security compromise (section 6.8).

14. Changes to these terms

14.1 Platform. We may update these terms on reasonable notice. Material changes take effect from your next billing period. Continued use after the effective date is acceptance. If you do not accept a material change, you may cancel before it takes effect.

14.2 If you had any Yielde subscription before 27 September 2026. This version reorganises the terms into a common core and Schedule A. It does not reduce any platform commitment. If anything in this version affects you materially, it applies to you only from the start of your next billing period after we notify you, and you may cancel before then. Until then, the version dated 20 June 2026 continues to apply to you. On request, we send you a free copy of that version.

Old section numbers. Where your DPA, an Order, one of our policies or any other document cites a section of the version dated 20 June 2026, read it as the section shown here:

14.3 How we tell you. The effective date at the top of this page shows the current version. We give notice of changes through the channels in section 15.

15. Notices and address for service

15.1 Our notices to you.

• Platform: we give notices through the portal, by email to your account address, or by posting on our site.

15.2 Your notices to us. Email support@yielde.dev, or deliver or post your notice to 55 York Street, George, Western Cape, 6529, South Africa.

15.3 Address for service of legal documents. We choose 55 York Street, George, Western Cape, 6529, South Africa as the physical address where we accept service of legal documents.

15.4 Email is writing. A notice sent by email counts as a written notice.

16. Transferring this agreement

16.1 You may not transfer (assign) this agreement without our consent.

16.2 We may transfer it to an affiliate or a successor (for example, on a sale of the business), subject to the sub-processor and assignment terms of the DPA.

17. Governing law and disputes

17.1 South African law. This agreement is governed by and interpreted under the laws of the Republic of South Africa, without regard to conflict-of-laws rules.

17.2 Platform disputes.

• Talk first. The parties will first try to resolve any dispute by good-faith negotiation between senior representatives.
• Mediation, then arbitration. If that fails, the dispute will be referred first to mediation and, if that fails, to arbitration in South Africa, conducted in English.
• Court. Subject to the previous point, the parties submit to the jurisdiction of the High Court of South Africa, Western Cape Division.
• Urgent relief. Either party may ask a competent court for urgent interim relief.

17.3 Your statutory routes. Nothing in this section stops you from using a right the CPA gives you, for example to file a complaint with the National Consumer Commission.

18. Your statutory rights

18.1 The law comes first. Nothing in these terms limits your rights under the CPA, ECTA or any other applicable law. Where the law gives you a stronger right than these terms, the law prevails.

18.2 Who these laws protect. The CPA protects natural persons, and juristic persons (such as companies, close corporations and trusts) whose asset value and annual turnover are both below R2 million. ECTA's consumer protections cover natural persons who buy as the end user by electronic transaction. Whether a law applies to you depends on your own position.

18.3 Cooling-off for online purchases (ECTA section 44). If ECTA section 44 applies to you, you may cancel an agreement for services, without reason and without penalty, within 7 days after the agreement is concluded. If you have already paid, you are entitled to a full refund within 30 days of cancelling. Under ECTA section 42(2)(d), this right does not apply to services that began, with your consent, before the 7 days ended.

18.4 Cooling-off after direct marketing (CPA section 16). If the CPA applies to you, ECTA section 44 does not, and you entered into the agreement after we approached you directly (direct marketing), you may cancel it without reason or penalty by notice in writing or in another recorded way (for example by email) within 5 business days after the agreement is concluded. We then return your payment within 15 business days.

18.5 Fixed-term agreements (CPA section 14). Section 14 of the CPA does not apply to an agreement between two juristic persons. Splice Computers (Pty) Ltd is a juristic person, so section 14 protects you only if you contract as a natural person (for example, a sole proprietor) and the CPA applies to you. If it does, then for a fixed-term agreement:

• you may cancel it when its term ends, without penalty, and between 40 and 80 business days before a fixed term ends we must tell you in writing that it is ending and what your options are;
• you may also cancel it at any other time, by giving us 20 business days' notice in writing or in another recorded way (for example, by email). Section 14(3) of the CPA then decides what you still owe up to the cancellation date and what we must credit back to you. We charge no cancellation fee on the platform (Schedule A, item A9);
• we may end it for your breach only after giving you 20 business days' written notice of a material breach, and not if you put it right within that time; and
• when its term ends, it continues month to month, unless you expressly tell us to end it on that date or you agree to a new fixed term.

18.6 Copies of your terms. You can save or print this page. On request, we email you a free copy of any version of these terms, or of the signed documents, that applies to you.

18.7 How to use these rights. Email support@yielde.dev.

19. Legal information (ECTA section 43)

19.1 Our legal information page brings together the information that ECTA section 43 requires a supplier to publish. In short:

20. General

20.1 Whole agreement. Important: this clause limits which documents form your agreement. For the platform, these terms, with the documents listed in section 1.2, are the whole agreement on their subject. This does not exclude any statement we made to you that the law holds us to.

20.2 Invalid clauses. If a clause is invalid or unenforceable, the rest of the agreement stays in force.

20.3 No waiver by delay. If a party does not enforce a right straight away, it does not give up that right.

20.4 No partnership. This agreement does not create a partnership or agency between us, except for the operator relationship under POPIA described in section 6 and the DPA.

20.5 Electronic signature. The parties may sign electronically (section 3.6).

20.6 Language. These terms are in English.

21. Contact

Splice Computers (Pty) Ltd, trading as Yielde · 55 York Street, George, Western Cape, 6529, South Africa · support@yielde.dev · 063 611 2952

Report security vulnerabilities to security@yielde.dev.

22. Schedule A: Yielde platform subscriptions

This schedule applies to all subscriptions to the Yielde platform, including the Starter, Growth and Business plans (whatever the billing period) and any custom platform plan, and any other Yielde subscription service sold through our checkout or bought under the version of these terms dated 20 June 2026. The Refund Policy, the Cancellation Policy and the SLA set out the detail for the platform. The summaries below repeat their key commitments; for refund and cancellation mechanics those policies govern (section 1.3).

A1. What the platform is. Yielde is a South African platform that provisions and operates, for each customer, an isolated (per-tenant) automation and AI environment. Depending on your plan, the Service comprises:

• per-tenant workflow automation: a dedicated automation instance, with a supporting per-tenant database and cache, provisioned for your exclusive use;
• an AI lead-qualifier that takes in, scores and routes your inbound leads;
• an AI voice receptionist that answers and handles calls on your behalf;
• AI Chat: an in-dashboard assistant you can talk to, choosing from a range of leading AI models per message, with usage metered in Credits; and
• the supporting portal, dashboards and account-management surfaces.

A2. Where the platform runs. Yielde's automation runs on Vercel (serverless) and Supabase (eu-west-1); model calls via OpenRouter. Section 6.5 explains which supporting functions run outside South Africa. The full data flow, residency, sub-processor detail and the POPIA cross-border transfer basis are in the DPA and the sub-processor register. This summary does not replace the DPA.

A3. Getting started. Onboarding has three stages:

• Prospect: you may sign up to the portal. No platform tenant is provisioned at this stage.
• DPA signed: you sign the DPA through the in-portal e-signature workflow before any tenant is provisioned. This gives effect to the operator contract that POPIA section 21 requires.
• Active: your tenant is provisioned and your LLM usage key is pre-loaded with the one-time R100 voucher (item A6).

A small number of early platform pilot tenants were onboarded under a closed platform pilot and complete the operator-agreement step separately. They remain subject to the payment requirement and to POPIA's operator-contract obligations.

A4. Plans and prices. The current feature set, included allowances and recurring price of each plan are as published on the pricing page and/or your Order at the time you subscribe.

A5. Billing.

• You pay a recurring plan fee, billed in advance each billing period in ZAR through Paystack, plus credit-metered AI usage (item A6).
• By subscribing, you authorise Yielde and Paystack to charge your nominated payment method on a recurring basis for the subscription, and to charge metered usage under item A6.
• The subscription renews automatically each billing period until you cancel under the Cancellation Policy.
• Platform plan prices include VAT at 15%. For a custom platform plan, the price in your Order includes VAT, unless the Order shows the price excluding VAT, the VAT and the price including VAT. Yielde's VAT number is 4700295688.

A6. Credits, usage and the R100 voucher.

• Credits are the prepaid or metered units that measure your use of large-language-model (LLM) and related AI services.
• Pass-through pricing. AI features consume Credits that meter your usage of third-party LLM APIs and related AI services. LLM usage is billed on a pass-through basis: it reflects Yielde's underlying third-party LLM and voice costs for your account, plus any disclosed margin.
• No charge without a stated rate. We charge for AI usage beyond your plan's Credit allowance only at a rate that the pricing page or your Order states before you use it. That statement gives the conversion between Credits, ZAR and underlying usage, and the margin, if any. We sell a credit top-up only at a price stated in the same way before you buy it. If neither the pricing page nor your Order states a rate, you pay nothing for AI usage beyond your plan fee. A rate or top-up price published for the first time, or a changed one, is a change of Credit rates under section 5.4: we give you reasonable prior notice, it applies from your next billing period, and you may cancel before it takes effect.
• Balance, top-ups and running out. Where your plan includes a Credit allowance, usage draws down that allowance. Once it is used up, AI features may pause or require a top-up, as configured for your plan. Yielde will not charge beyond the authorised mandate without disclosure.
• R100 introductory voucher. Important: this point limits what is refundable. On activation, Yielde pre-loads your AI usage key with a one-time R100 usage voucher. The voucher (a) is a once-off introductory credit; (b) applies to metered LLM and AI usage only; (c) is non-refundable and non-transferable and has no cash value; (d) cannot be redeemed for or exchanged for cash; and (e) expires on the terms published at activation.

A7. Late or failed payment. Important: this item lets us suspend the Service. If a recurring charge fails, Yielde may retry, notify you and, after a cure period, suspend the Service under section 11. Provisioned tenant data is kept during a suspension grace period and handled at the end of the agreement under section 12.

A8. Free trial. Plans start with a 7-day free trial. To begin the trial, Paystack takes R1 from your card so that it can store your card for later payments. We refund that R1, so the trial itself costs you nothing. You are not billed the plan fee during the trial, and if you cancel before the trial ends you pay no plan fee. You are first billed only when the trial converts to a paid subscription. The Refund Policy sets out the detail.

A9. Cancelling. The Cancellation Policy sets out the detail. In summary:

• You can cancel at any time. There is no fixed lock-in: you can cancel any time before your next renewal. Cancelling stops the subscription from renewing; it does not cut off your access mid-period.
• Your cancellation takes effect at the end of the current paid billing period. You keep full access to your workspace until then, and no further charges are taken after that period ends.
• Cancel from your dashboard billing settings, or email support@yielde.dev from the address on your account with your name, the business on the account, and the date you want the cancellation to take effect. You will receive a written acknowledgement within two business days.
• There are no cancellation fees. You simply stop renewing.

A10. Refunds. Important: this item limits what we refund. The Refund Policy sets out the detail. In summary:

• When you cancel, the plan fee already paid for the current billing period is not refunded pro rata, and you keep access until the end of that period, except where the law requires a refund or the service-failure refund below applies.
• If the Service is materially unavailable and we do not restore it, your remedy for missed availability is the Service Credit mechanism in the SLA (item A12). Where we are unable to provide the core Service to you at all for a paid period, through no fault of yours, you are entitled to a refund of the plan fee for the affected period.
• Credit-metered usage that has already been consumed, and the R100 voucher, are not refundable. If you have separately pre-purchased a credit top-up, you may ask for a refund of any unused balance when you cancel.
• Third-party costs paid on your behalf (for example domains or paid integrations) are not refundable.
• To ask for a refund, email support@yielde.dev from the address on your account with your name, business and invoice reference, the plan or charge, and the reason (for a service failure, the dates affected).
• Approved refunds are processed back to your original payment method via Paystack within 7 to 14 business days of approval. Your bank's settlement times may add a few days.
• Your statutory rights (section 18) always apply.

A11. After you cancel: your data.

• We do not delete your data the moment you cancel. After your cancellation takes effect, your Customer Data is kept for a 30-day export window, during which you can request and receive a copy. We will help you get it.
• During the 30-day window, your tenant workspace is deprovisioned (taken offline), but your Customer Data is preserved so it can still be exported.
• At the end of the 30-day window, your Customer Data and the personal information processed on your behalf are deleted in line with the DPA and POPIA's retention and deletion principles, except for the limited records we are required to keep by law (for example tax and accounting records; see the Privacy Policy).
• Any domain registered in your own name remains yours and can be transferred away on request.

A12. Service levels. The SLA sets out the definitions, measurement and exclusions. In summary:

• Uptime target: we use commercially reasonable efforts to keep the platform available for 99.0% of each calendar month. This target will be tightened as high-availability infrastructure matures, not reduced.
• Service Credits (a percentage of that month's recurring monthly subscription fee, excluding usage and once-off fees):

• Important: this point limits your remedy for missed uptime. You must claim a Service Credit in writing within 30 days after the end of the affected month. Credits in any month are capped at 15% of that month's recurring fee. They are applied against a future invoice and are not a cash refund. They are your sole remedy for a missed uptime target, but they do not limit your rights under the DPA or POPIA.
• Support: log requests by email to support@yielde.dev. First human response, within Business Hours (08:00 to 17:00 SAST, Monday to Friday, excluding South African public holidays): S1 Critical within 8 Business Hours; S2 High within 2 Business Days; S3 Normal within 3 Business Days; S4 Low within 5 Business Days, on a best-efforts basis. These are response targets, not resolution guarantees.
• Security compromises: our duty to notify you immediately (section 6.8) is not limited to Business Hours and is not capped by the S1 target.
• Maintenance: the standard window is Sundays 22:00 to 02:00 SAST. We use reasonable efforts to give at least 48 hours' notice of scheduled maintenance likely to cause downtime. Emergency maintenance may happen without prior notice where reasonably necessary, and we notify you as soon as reasonably practicable.

A13. Changes to the platform. Important: this item limits what we promise about features. We may modify, add to or discontinue platform features. We will not materially degrade the core Service during a paid term without notice and a pro-rata remedy. As a minimum, that remedy means you may cancel with effect from the change, and we refund the plan fee for the rest of the period you have paid for. Beta or pre-release features may be offered "as is", may be withdrawn, and are excluded from any service commitment.

A14. Your indemnity (platform only).