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Legal

WorkForge Voice – Client Service Agreement

Version 1.4 · Last updated 2026-11-02

Document change history

Version 1.4 · 2026-11-02

  • Allowed individuals to use the service, with Consumer Protection Act rights and the 7-day online cooling-off right.
  • Limited the consent and opt-out rule to direct-marketing calls; requested call-backs, reminders and confirmations are allowed.
  • Explained that the assistant does not transfer calls and offers a call-back instead.
  • Callers are told during the call that it is recorded.
  • Explained pro-rata charging for upgrades during a billing cycle.
  • Corrected the clauses that survive the end of the agreement.
  • Named WorkForge as the trading name of Dr Shakir Jeeva, sole proprietor.

Version 1.3 · 2026-11-02

  • Added free-trial limits, three-day number release and setup waiver.
  • Clarified pay-first identity refunds, suspension and no pro-rata monthly refunds.
  • Removed credit expiry; clarified non-cash-refundable loaded minutes and credit.
  • Clarified number ownership, quarantine and written porting permission.
  • Added uncertain-call handling and 24-month recordings/archive retention.

Version 1.2 · 2026-11-02

  • Previous recorded document wording.

1. Parties and acceptance

1.1 This agreement is between WorkForge (trading name of Dr Shakir Jeeva, sole proprietor; company registration in progress) ("WorkForge", "we") and the business or person named on the order form ("the Client", "you"). 1.2 You accept this agreement by signing the order form, by ticking "I accept" in the WorkForge client portal, or by paying for or using the service. The person accepting confirms that they are authorised to bind the Client. 1.3 Consumers and small businesses. Individuals may use WorkForge Voice. If the Consumer Protection Act 68 of 2008 applies to you, nothing in this agreement takes away your rights under it. If you are a consumer who signed up online, you may cancel within 7 days after this agreement is concluded, without reason or penalty, as set out in section 44 of the Electronic Communications and Transactions Act 25 of 2002, and we will refund your payment within 30 days, except where that Act allows otherwise.

2. The service

2.1 WorkForge provides an automated phone voice service ("the Voice Service") that can answer calls to, and make calls from, a phone number on your behalf, using a script and instructions you approve. After calls it can send you an email report (summary, recording and transcript), send your customer a short SMS or WhatsApp message, and show call records in your client portal. 2.2 The Voice Service is an automated system. It can mishear, misunderstand, give incomplete answers or end a call early. It is a support tool, not a replacement for your own judgement or your staff. 2.3 We may change the voices or service arrangements at any time, provided the service stays materially the same. 2.4 We do not provide legal, financial, medical or other professional advice through the Voice Service, and your script must not instruct the Voice Service to give such advice.

3. Your script, instructions and content

3.1 You approve the script, greeting, offers, prices and answers the Voice Service uses. You are responsible for the accuracy and lawfulness of everything in it, including prices, specials, stock and delivery promises. 3.2 Any offer, price or promise made by the Voice Service in line with your approved script is your offer, made on your behalf. We are not a party to any sale or agreement between you and your customers. 3.3 You will tell us in writing, at least two working days ahead, about changes to prices, specials or information the script relies on.

4. Prepaid fees and credit

Fees are paid in advance. You may pay before your identity check is approved, but your line only switches on after approval. If identity is not approved within 7 days after payment, we automatically refund the full payment. Monthly fees are billed in advance. With your explicit monthly-charge consent, we charge your saved card at renewal; we never store card numbers. If a charge fails we retry once, then send a Pay now link. Cancellation stops future automatic charges and service runs to the end of the paid month. Monthly fees are not pro-rated or refunded for part months, except that an upgrade made during a billing cycle is charged pro-rata for the days left in that cycle. Calls are measured by our call records; report a clear error within 14 days of month end. Part minutes round up to the next whole minute. Setup fees are once-off and not refundable after setup begins, except where the law requires it. Launch prices follow your order; later price changes require 30 days’ notice.

5. Usage limits and safeguards

5.1 To protect both parties, each call has a maximum length (currently 10 minutes), calls end after a period of silence, and we may set a daily spending cap per client. 5.2 We may slow down, queue or decline outbound calls that exceed fair use, look like spam, or could harm our phone numbers' standing with networks. 5.3 You may only instruct the assistant to make direct-marketing calls to people who have consented or who are your existing customers as the law allows, and never to anyone who has opted out or is on the National Opt-Out Registry. Calls a person asked for, such as call-backs, reminders, confirmations and follow-ups, are not direct marketing. Direct-marketing calls are made only on days and at times allowed by law and industry codes, currently Monday to Friday 08:00 to 20:00 and Saturday 09:00 to 13:00, never on Sundays or public holidays unless the law allows it.

6. Your customer lists, consent and opt-outs (POPIA, CPA and ECTA)

6.1 You are the responsible party under POPIA for the personal information of your customers, and you determine why and how they are contacted. We act as your operator and process that information only on your instructions and for this service. 6.2 You warrant that, for every person you ask us to call or message, (a) you obtained their details lawfully, (b) they are your existing customer or have agreed to be contacted, and (c) they have not opted out or registered a block on direct marketing that applies to you. 6.3 You will not give us lists that were bought, scraped or obtained from third parties without the required consent. 6.4 We honour opt-outs. If a person asks not to be contacted, we stop calling and messaging them for you and tell you, and you must record the opt-out in your own systems. 6.5 Each call identifies your business, and outbound calls give the person the chance to opt out. 6.6 If a caller asks whether they are speaking to a person, the assistant tells them it is the virtual assistant for your business. The assistant does not transfer calls. When a caller asks to speak to a person, or the matter is urgent, the assistant offers a call-back from your team, confirms the caller's number and passes on their details and the reason for the call.

7. Call recording and messages

Every call is recorded and transcribed. Callers are told during the call that it is recorded, and you are also responsible for telling your callers that calls may be recorded. Copies are kept in your client portal and WorkForge’s secure archive for 24 months after each call, or longer if the law requires it or there is a dispute, then deleted. You may download recordings, transcripts and records while your account is active. Keep downloaded copies secure and do not use them unlawfully.

8. Phone numbers

Numbers WorkForge provides remain WorkForge’s. You may use your assigned number while your service is active. We may change it with notice for technical or regulatory reasons. On cancellation or trial end it is released and may be reused after a quarantine period; trial numbers are held for 3 days after trial end unless you sign up. Porting out is not available unless agreed in writing. You may forward your own number to the assistant; your forwarding charges remain yours. Identity and business verification is required before a number is activated.

9. Data protection and security

We take reasonable technical and organisational measures to protect personal information under POPIA. Some information is processed outside South Africa under contracts requiring appropriate protection. We will tell you without undue delay if we learn of a security compromise affecting your customers’ information.

10. Acceptable use

You will not use the Voice Service to: harass, threaten or mislead anyone; collect ID numbers, banking details, passwords or card numbers; impersonate any person or organisation; make calls to emergency numbers; run debt collection that breaks the law; or break any law or industry code. We may refuse or remove any script content that we reasonably believe breaks this clause.

11. No guarantees

We provide the service with reasonable skill and care. We do not guarantee sales, bookings, leads or uninterrupted availability. Phone networks, internet access and power interruptions can affect service. Nothing excludes protections that cannot legally be excluded.

12. Limitation of liability

12.1 To the extent the law allows, our total liability to you for all claims arising from this agreement or the Voice Service, in any 12-month period, is limited to the fees you actually paid us in the one month before the event that caused the claim. 12.2 We are not liable for indirect, special or consequential loss, or for loss of profit, revenue, business, goodwill, customers or data, however caused. 12.3 We are not liable for loss caused by: anything said on a call in line with your script; your instructions or lists; a customer's actions; the failure or delay of phone networks, power (including load-shedding) or the internet; or events beyond our reasonable control. 12.4 Nothing in this agreement limits liability that cannot be limited by law, including for gross negligence or fraud.

13. Indemnity

You indemnify WorkForge, its owners and staff against all claims, fines, penalties, losses and reasonable legal costs arising from: your script and offers; your customer lists and any lack of consent; your breach of this agreement, POPIA, the CPA, ECTA or any other law; and any dispute between you and your customers.

14. Suspension

We may suspend the service when minutes or credit run out; a payment fails or remains unpaid; a trial ends; there is unlawful use, spam, abuse or a consent problem; or a regulator or network requests it. We may also suspend it to protect our numbers or other clients. We will explain why as soon as practical. Outbound calls stop and inbound callers may hear a line-unavailable message.

15. Term and ending the agreement

15.1 This agreement runs month to month from acceptance until ended. 15.2 You may end it at any time in the client portal or by email; it ends at the end of the current paid month and no further package fees are charged. We may end it on 30 days' written notice. Prepaid fees for the current month are not refunded. 15.3 Either party may end it immediately if the other materially breaches it and does not fix the breach within 7 days of written notice. 15.4 Clauses 4 (amounts owed), 6, 7, 11, 12, 13 and 17 survive the end of the agreement.

16. Intellectual property

You own your business content, customer data and approved script wording. We own the Voice Service, our prompts, configurations, templates, software and know-how, and you receive a non-exclusive right to use them only while your account is active.

17. General

17.1 This agreement, the order form and the price list are the whole agreement. Changes are valid only in writing (email or the portal is enough). We may update these terms with 30 days' notice; continued use after that means acceptance. 17.2 South African law applies, and the parties agree to the jurisdiction of the magistrates' court for the area of our registered address, even if a claim exceeds its monetary limit. 17.3 Before going to court, the parties will try to settle a dispute in good faith for 14 days. 17.4 Notices go to the email addresses on the order form. Our address for notices: hello@workforgeai.co.za. 17.5 You may not transfer this agreement without our written consent. If any clause is invalid, the rest stays in force. A delay in enforcing a right is not a waiver.

18. Free trial

Your free trial includes 25 minutes or 7 days, whichever comes first. One trial is allowed per business or person. An identity check is required before activation. No card is needed. The assistant switches off automatically at the end. The trial number is released 3 days after the trial ends unless you sign up. If you sign up within those 3 days, we waive the setup fee.

19. Unused minutes and credit

Included monthly minutes do not roll over. Bundle and top-up minutes and credit are not refundable in cash and are not refunded on cancellation, except where the law requires otherwise. Once loaded on your account they can be used until the account closes.

20. Calls we treat as uncertain

Sales calls, surveys, robocalls and enquiries for services you do not offer may be treated as uncertain. The assistant handles them briefly and politely. No SMS is sent to the caller; the owner is alerted and the call is shown in the portal. You may call back or block a number. Blocked callers hear the line-unavailable message.