Terms
The Website Terms and Terms of Service that govern your use of ManyHands and our AI agent, Manny. Read together with the Privacy Policy and the Refunds Policy.
Website Terms
Last updated: 21/06/2026
Important — read this first. This document and the Terms of Service together set out the agreement between you and ManyHands. Clauses that limit our liability, place risk or liability on you, oblige you to indemnify us or a third party, or that constitute a positive acknowledgement by you of any fact, are highlighted in bold text and you must read them carefully. By using the Website, our Apps, our WhatsApp service, or our AI agent "Manny", you agree to be bound by these terms.
1. Website Terms of Use Agreement
1.1. These terms ("Website Terms") govern your ("User") use of ManyHands' ("Provider" or "ManyHands"):
1.1.1. website located at the domain name www.manyhands.co.za and at app.manyhands.co.za (the "Website"); and
1.1.2. our ManyHands platform, including the Website, our mobile, tablet and other smart-device applications, our WhatsApp service (the "WhatsApp Channel"), our AI agent "Manny", and the Application Program Interfaces (APIs) and back-end services that support them (collectively, the "Platform").
1.2. By accessing or using any part of the Platform, the User agrees to be bound by these Website Terms and the Terms of Service. If the User does not wish to be bound, the User may not access, display, use, download, or otherwise copy or distribute Content or Services obtained at or on the Platform, and must stop using the WhatsApp Channel.
1.3. This Agreement contains provisions, recorded in bold font, that may have the effect of (i) limiting the Provider's liability or risk or that of a third party, (ii) placing risk or liability on you the User, (iii) obliging you to indemnify the Provider or a third party, or (iv) constituting a positive acknowledgement by you of any fact.
1.4. The User represents that you: (a) are a South African citizen or permanent resident in South Africa; (b) are an individual who is 18 years or older, or a duly registered legal entity acting through an authorised representative who is 18 years or older, in each case who can form legally binding contracts; and (c) agree from the first date of use of the Platform to be bound by these Website Terms and the Terms of Service.
1.5. You agree not to provide any false or misleading information about your identity, your location, your phone number, your payment details, or the goods or services you ask Manny to procure on your behalf, and to correct any such information that is or becomes false or misleading.
2. About ManyHands
2.1. ManyHands is an agentic-commerce service. ManyHands provides Users with access to Manny, an AI agent that — within the authority and Spending Limit the User grants and subject to the Subscription Plan the User holds — helps the User find, compare, schedule, book, pay for, and receive goods and services from third-party merchants ("Merchants") in South Africa. Manny can be used via the Website, our Apps, and the WhatsApp Channel.
2.2. ManyHands acts as the User's agent (mandatary) when procuring goods or services on the User's behalf. The legal relationship of supply for the goods or services Manny procures is between the User (as buyer / principal) and the Merchant (as supplier). ManyHands is not the supplier of those goods or services and does not warrant their quality, fitness for purpose, or merchantability, save as expressly stated in the Terms of Service and save for those rights that the User retains under the Consumer Protection Act, 68 of 2008 ("CPA") and other applicable law.
2.3. ManyHands is paid by subscription. Users pay ManyHands a recurring subscription fee for access to Manny and the Platform. The applicable plans (each a "Subscription Plan"), their features, and their pricing are set out on the Website at the time of subscription. ManyHands does not earn a commission, take-rate, or referral fee from Merchants in respect of Authorised Purchases unless this is clearly and prospectively disclosed to the User.
2.4. Capitalised words used in these Website Terms have the meaning assigned to them in the Terms of Service, unless the context requires otherwise.
3. Updating of these Terms
3.1. The Provider may change, modify, add to or remove portions or the whole of these Website Terms from time to time. Material changes will become effective when the changes are posted to the Website. The User's continued use of the Platform following the posting of changes or updates will be considered notice of the User's acceptance of these Website Terms, including any changes or updates. Where a change materially reduces the User's rights or materially increases the User's obligations, the Provider will use reasonable efforts to give advance notice via email or WhatsApp.
4. Services available through the Platform
4.1. The Provider supplies services consisting of:
4.1.1. access to Manny, our AI agent, and the Platform;
4.1.2. agentic-commerce services, namely Manny acting as the User's agent to research, recommend, negotiate, book, schedule, purchase, and arrange delivery or fulfilment of goods and services from Merchants, in accordance with the authority the User grants in the Terms of Service;
4.1.3. payment facilitation, including the use of a ManyHands-issued virtual payment card (the "Virtual Card"), to settle Authorised Purchases with Merchants on the User's behalf;
4.1.4. reminders, alerts, recommendations, content recommendations, and conversational support, including via WhatsApp;
4.1.5. dispute resolution facilitation between the User and Merchants where reasonably possible; and
4.1.6. such other services as the Provider may make available from time to time.
4.2. Registration is required to access most Services. Anyone may chat with Manny in guest mode (which is limited to information, education, onboarding, and pricing explanation — see clause 6 below). Only Registered Users on a current Subscription Plan, who have completed onboarding, may use Manny to execute purchases or other commerce tasks on their behalf.
4.3. Users may only use the Platform for lawful purposes and warrant that they will not:
4.3.1. use the Platform or Manny to receive or transmit material which is in violation of any law or regulation, or which is obscene, threatening, racist, menacing, offensive, defamatory, in breach of confidence, in breach of any intellectual property rights, or otherwise objectionable or unlawful;
4.3.2. use the Platform or Manny for the transmission of "junk mail", "spam", "chain letters", or unsolicited mass distribution of SMS or WhatsApp messages;
4.3.3. other than for personal and non-commercial use, store on your device, or print copies of extracts from the Platform, nor "mirror" or cache information provided via the Platform on your own server, nor copy, adapt, modify or re-use the text, graphics, prompts, training data, or model outputs from the Platform without the prior written permission of the Provider;
4.3.4. instruct Manny to procure goods or services that are unlawful in South Africa, including (without limitation) controlled substances outside lawful channels, firearms or ammunition outside applicable licensing, items subject to age-gating that the User cannot lawfully purchase, counterfeit goods, or goods that infringe the intellectual property of third parties; or
4.3.5. instruct Manny to act in a way that is intended to defraud, harass, harm, defame, stalk, or discriminate against another person.
4.4. The Provider may, at its sole discretion and without notice, refuse to execute any instruction given to Manny, suspend a User's access to Manny, or terminate the User's Subscription Plan if it has reasonable grounds to believe the User is in breach of clause 4.3, or where required by applicable law, payment-card-network rules, or Merchant terms.
5. Manny is an AI — what you must understand before you use it
5.1. Manny is a large-language-model-based AI agent. Manny can make mistakes, including but not limited to: misunderstanding instructions; generating inaccurate, outdated, or fabricated information ("hallucinations"); selecting a Merchant or product variant that is not the User's preferred choice; misreading prices, availability, or delivery times; misidentifying allergens, ingredients, or technical specifications; and acting on out-of-date Merchant information. Manny is a productivity and convenience tool and is not a substitute for the User's own judgement on important decisions (including, without limitation, medical, legal, financial, safety-critical, or large-value purchases).
5.2. The User must review and confirm any material action — including the cart, the price, the delivery address, the Merchant, and the timing — before authorising Manny to complete a purchase or booking, where Manny presents that confirmation step. Where the User has pre-authorised Manny to act below a defined Spending Limit without per-purchase confirmation, the User accepts that Manny may act without further check-in and bears the risk of acting on incomplete information up to that limit.
5.3. The User accepts that all conversations with Manny (via web, app, or WhatsApp) are recorded, processed, retained, and may be used to (a) operate the service, (b) improve Manny and the Platform (including model fine-tuning and quality review by humans subject to the Privacy Policy at clause 9 below), and (c) comply with law. The User's consent to this clause 5.3 is taken as consent in writing for the purposes of section 4 of the Regulation of Interception of Communications and Provision of Communication-Related Information Act, 70 of 2002 ("RICA") and section 11(2) of POPIA.
5.4. Manny may use third-party large-language-model providers (including providers based outside South Africa, such as in the United States or the European Union) to generate its responses. The User consents to the cross-border transfer of their conversational content and associated metadata to such providers, on the basis that those providers contractually undertake to handle the data only on Manny's instructions and to delete it after processing where the provider so commits. A current list of model and infrastructure sub-processors is available on request to privacy@manyhands.co.za.
5.5. Manny may interact with third-party websites and Merchant interfaces on the User's behalf, including by completing checkout forms, entering addresses, applying coupon codes, and submitting orders. The User authorises Manny to do so, and confirms that any such interaction is taken on the User's account and at the User's risk, subject to the Spending Limit and the authority described in the Terms of Service.
6. Guest mode
6.1. Anyone may message Manny without first registering or paying. In this state the User is in "guest mode".
6.2. In guest mode, Manny is limited to information, onboarding, pricing explanation, and answering general questions. Manny will not execute purchases, bookings, returns, payments, or any other transactional task for a guest. This restriction is enforced on the back end by the Provider and is not negotiable.
6.3. A guest may at any time complete the sign-up flow (phone → privacy → analytics → Google sign-in → onboarding) to upgrade to a trialling or paid Subscription Plan and unlock Manny's transactional features.
7. Complaints and disputes
7.1. Users may file complaints via the "Contact" surface of the Website, by emailing info@manyhands.co.za, or by messaging Manny. By using the Platform, the User agrees to subscribe to the alternative dispute resolution mechanism stipulated in the Terms of Service, including the use of mediation and ad-hoc arbitration where direct negotiation fails. Nothing in this clause limits the User's statutory rights under the CPA, including the right to refer a complaint to the National Consumer Commission or to a Provincial Consumer Court.
8. Copyright and Intellectual Property Rights
8.1. The Provider provides certain information on the Platform. Content displayed on the Platform — including text, prompts, model outputs (subject to clause 8.3 below), code, design tokens, illustrations, photographs, the "ManyHands" wordmark, the "Manny" character, and any compilations of the foregoing (collectively, "Content") — belongs to the Provider, its affiliates, or third-party owners (the "Owners"), and is protected by South African and international copyright, trade-mark, and other intellectual-property laws.
8.2. All rights in and to the Content are reserved and retained by the Owners. Except as expressly stated in these Website Terms, the User is not granted a licence or any other right (including under copyright, trade mark, patent or other intellectual-property rights) in or to the Content, and the Content may not be used, distributed, copied, scraped, ingested into any third-party model, sold, sub-licensed, or modified without the prior written approval of the Provider.
8.3. Model outputs. Where Manny generates text, images, recommendations, plans, summaries, or other outputs ("Outputs") in response to the User's instructions, the Provider grants the User a worldwide, non-exclusive, royalty-free, perpetual right to use those Outputs for the User's own lawful personal or internal-business purposes, subject to the User remaining in good standing with their Subscription Plan and the User accepting that:
8.3.1. Outputs are generated by an AI model and may not be original, unique, or accurate;
8.3.2. similar or identical Outputs may be generated for other Users;
8.3.3. the Provider makes no warranty that Outputs do not infringe third-party rights and the User remains responsible for their use of Outputs; and
8.3.4. Outputs that incorporate Provider trade marks, character designs (including "Manny"), or other protected Content remain subject to the Provider's underlying IP rights.
8.4. The Platform may contain hyperlinks to third-party sites, and Manny may direct or refer the User to such sites in the course of executing tasks. The Provider is not responsible for the content of, or the services offered by, those sites. The hyperlinks are provided solely for the User's convenience and should not be construed as an endorsement by the Provider of the site(s) or the products or services provided therein. The User accesses those sites and uses their products and services solely at the User's own risk.
9. Privacy, access to and use of information
Anchor:
#privacy. This section is the ManyHands Privacy Policy. It forms part of these Website Terms and is binding on every User of the Platform.
9.1. The Provider receives various types of personal information ("Personal Information", as defined in section 1 of the Protection of Personal Information Act, 4 of 2013 ("POPIA"), including special personal information where applicable) from Users who access the Platform, and from any person communicating with Manny.
9.2. The Provider may electronically collect, store, and process Personal Information, including (among others):
9.2.1. Identity & contact: name, phone number (E.164), WhatsApp identifier, email address, physical and delivery addresses, date of birth;
9.2.2. Account & lifecycle: Clerk user ID, lifecycle state (guest / trialling / paid / lapsed / suspended), Subscription Plan, sign-up source, consent records;
9.2.3. Conversational: all messages exchanged with Manny (via web, app, or WhatsApp), including audio, images, files, and screenshots the User uploads;
9.2.4. Commerce: purchase history, carts, wish-lists, preferences, dietary and lifestyle preferences inferred from conversation or supplied directly, addresses Manny has used at Merchants, returns and disputes;
9.2.5. Payments: the masked Payment Method (last four digits and brand of the card on file), the Virtual Card identifier issued to the User, transaction histories;
9.2.6. Device & telemetry: IP address, device type, browser, app version, surfing patterns, click and scroll events, error logs;
9.2.7. Location: city-level location for delivery and merchant search, and where the User opts in, precise location.
9.3. The Provider respects the User's privacy and endeavours to protect the Personal Information the User provides, in accordance with POPIA, PAIA, ECTA, and other applicable laws.
9.4. Purpose of processing. The Provider processes Personal Information for the following purposes, and only for these purposes (or for a purpose to which the User subsequently consents, or which is required or permitted by law):
9.4.1. operating the Platform, registering and authenticating the User, and providing Manny;
9.4.2. executing Authorised Purchases on the User's behalf, including sharing the User's name, delivery address, phone number, masked card token (the Virtual Card), and order detail with the relevant Merchant and with delivery, logistics, and payment partners as needed to fulfil the order;
9.4.3. enabling Manny's AI features, including by transmitting conversational content to third-party large-language-model and infrastructure providers (which may be located outside South Africa) on the contractual basis described in clause 5.4;
9.4.4. billing the User's Subscription Plan and other amounts due under the Terms of Service;
9.4.5. preventing fraud, abuse, and breach of the Terms of Service;
9.4.6. quality assurance, model improvement, and personalisation of Manny's recommendations and reminders;
9.4.7. communication with the User (transactional, service, marketing — see clause 9.8 on consent and opt-out);
9.4.8. legal compliance, including responding to lawful requests from regulators, courts, and other competent authorities; and
9.4.9. business continuity, audit, and dispute resolution.
9.5. Disclosure of information. The Provider may disclose Personal Information to:
9.5.1. Merchants with whom the User asks Manny to transact (limited to what is necessary to complete the purchase, booking, or service);
9.5.2. Payment, card-issuance, and banking partners, including the Provider's Virtual Card issuer, payment gateways, and acquiring banks;
9.5.3. Logistics and delivery partners appointed by the Provider or by the Merchant;
9.5.4. Cloud and infrastructure sub-processors, including providers used to host the Platform, run Manny, store data, and operate the WhatsApp Channel;
9.5.5. AI and ML model providers used by Manny (including providers based outside South Africa);
9.5.6. Identity, authentication, and fraud-prevention providers (including Clerk for identity, and any sanctions, PEP, or anti-fraud screening providers);
9.5.7. Professional advisers (legal, accounting, audit) on a need-to-know basis;
9.5.8. Regulators, courts, and law-enforcement where required by law; and
9.5.9. Acquirers, investors, or successors-in-business in the event of a business transfer (clause 9.16 below and clause 20 of the Terms of Service).
The Provider takes contractual steps to require these recipients to comply with POPIA and to process Personal Information only on the Provider's instructions and only for the purposes stated above.
9.6. Cross-border transfer. The User acknowledges that some of the recipients listed above (notably AI / ML model providers and certain cloud infrastructure) are located outside South Africa, and the User consents to the cross-border transfer of their Personal Information to those recipients on the contractual basis described in this Privacy Policy and in clause 5.4.
9.7. Consent. By providing the Provider with Personal Information, the User consents to the Provider:
9.7.1. storing such Personal Information;
9.7.2. contacting the User (by email, SMS, WhatsApp, push notification, or via the Platform) for service, transactional, and (where the User has not opted out) marketing communications;
9.7.3. using the User's Personal Information as set out in this Privacy Policy;
9.7.4. disclosing the User's Personal Information to the categories of recipient set out in clause 9.5; and
9.7.5. transferring the User's Personal Information cross-border on the basis set out in clause 9.6.
The User may withdraw consent at any time by emailing privacy@manyhands.co.za, subject to clauses 9.10 and 9.11.
9.8. Marketing. The User can opt out of marketing communications at any time by following the unsubscribe link in any marketing email, replying "STOP" to a marketing WhatsApp message, or by emailing privacy@manyhands.co.za. Transactional, security, billing, and service messages (including messages from Manny in response to User instructions) are not marketing and the User cannot opt out of them while remaining on the Platform.
9.9. Access, correction, deletion. The User has the right to (i) ask what Personal Information the Provider holds about them, (ii) ask for it to be corrected or updated, (iii) ask for it to be deleted (subject to the Provider's retention obligations under law and clause 9.10), and (iv) object to processing on legitimate-interest grounds. Requests must be made in writing to privacy@manyhands.co.za. The Provider may require proof of identity before acting on a request.
9.10. Retention. The Provider will not retain Personal Information for longer than necessary for the purposes set out above, save where retention is required or permitted by law (for example, for tax, accounting, anti-money-laundering, payment-card-network, or dispute-resolution purposes). Conversational content with Manny is retained for as long as the User's Account is active and for a reasonable period thereafter to support dispute resolution and audit, after which it is deleted or de-identified.
9.11. Information security. The Provider has technical and organisational measures in place to protect Personal Information against unauthorised access, loss, or alteration. Should the Provider become aware of a breach of its security safeguards that affects the User's Personal Information, the Provider will notify the User as soon as reasonably practical, in compliance with section 22 of POPIA, and will also notify the Information Regulator as required by law.
9.12. Password / OTP. Where the User holds an account secured by Clerk and (where applicable) a one-time PIN, the User undertakes to keep credentials secure and warrants that no other person will use the Platform under their credentials. The User acknowledges responsibility for ensuring that no unauthorised access to the Platform is obtained using their credentials, and that they will be liable for all activities conducted under their credentials, whether authorised or not, save where the User has notified the Provider of compromise.
9.13. Interception. Internet-based communications can be intercepted by third parties despite reasonable safeguards. The User accepts this risk by using the Platform. The Provider will not be responsible for any damages the User or any third party may suffer as a result of the transmission of confidential information that the User transmits through the internet, save where caused by the Provider's gross negligence or wilful misconduct.
9.14. PAIA / Information Regulator. The Provider's Promotion of Access to Information Manual is available on request to privacy@manyhands.co.za. The Information Regulator of South Africa can be reached at:
- Post: P.O. Box 31533, Braamfontein, Johannesburg, 2017
- Email: POPIAComplaints@inforegulator.org.za
- Telephone: 010 023 5200
9.15. Cookies and similar technologies. The Provider uses cookies and similar technologies (including local storage and SDKs in the App) to (a) keep the User signed in, (b) measure usage and improve the Platform, (c) personalise the Platform, and (d) (where the User consents) measure marketing performance. Cookie preferences can be managed from the cookie banner on the Website. Disabling cookies may prevent parts of the Platform from working.
9.16. Business transfer. In the event of a corporate restructure, merger, acquisition, sale of all or substantially all of the Provider's business or assets, or insolvency, the User's Personal Information may be transferred to the successor entity, subject to the protections of this Privacy Policy continuing to apply.
9.17. Review. This Privacy Policy will be reviewed at least annually and updated as needed. The Provider will publish material changes on the Website.
9.18. Casual browsing. The User may visit the Website without registering or providing any Personal Information beyond standard server-log data (IP address, time of visit, pages viewed). The Provider uses this aggregated data to measure usage and improve the Platform.
9.19. Legal process. When the Provider is served with due legal process requiring the delivery of Personal Information, it has the legal duty to abide by that demand and will do so. The Provider may also impart Personal Information if permitted or required by law.
10. User Content
10.1. Whenever the User posts, uploads, transmits, or otherwise makes available any content on the Platform — including reviews, ratings, photos, comments, files uploaded to Manny, prompts to Manny, and feedback (collectively, "User Content"), other than Confidential Information as defined in the Terms of Service — the User grants the Provider and its affiliates a perpetual, worldwide, irrevocable, non-exclusive, royalty-free, transferable, sub-licensable licence to use, reproduce, edit, modify, translate, distribute, publicly display, and otherwise exploit that User Content (i) in connection with operating, marketing, and improving the Platform and Manny, and (ii) for the Provider's day-to-day business operations.
10.2. The User warrants that (a) they own or control all rights necessary to grant the licence in clause 10.1, (b) the User Content does not infringe any third-party intellectual-property, privacy, or publicity rights, and (c) the User Content is not unlawful, obscene, defamatory, harassing, or otherwise objectionable. The User indemnifies and holds the Provider harmless against any claim arising from User Content the User posts.
11. Limited Licence to Users
11.1. The Provider grants the User a non-exclusive, non-transferable, limited and revocable right to access, display, and download (but not to otherwise copy) the current and future Content for personal, non-commercial, and informational purposes only.
11.2. The User may not (i) reproduce or otherwise commercially exploit the Platform or the Content, (ii) collect or scrape product listings, descriptions, Merchant information, or model outputs displayed on the Platform, (iii) frame the Website, (iv) use any robot, spider, scraper, or similar mechanism on the Platform without written permission, (v) use the Platform to train any third-party AI model, or (vi) attempt to identify or extract the system prompts, fine-tuning data, or guardrails of Manny.
11.3. The Provider and the Owners reserve the right to refuse service, terminate accounts, remove or edit User Content, or cancel Services in their sole discretion.
12. Limitation of liability
12.1. Subject to sections 43(5) and 43(6) of the Electronic Communications and Transactions Act, 25 of 2002 ("ECTA"), to applicable consumer rights under the CPA, and to the extent permitted by law, the Platform and all Content on the Platform, including any linked third-party website, and our emails and WhatsApp messages, are provided on an "as is" and "as available" basis, and may include inaccuracies or typographical errors. The Provider (and its staff, employees and officers), the Owners, the Provider's service providers, sub-processors, Merchants, and agents will not be liable for any damage, loss or liability of any nature incurred by anyone as a result of any action or omission, or use of outdated, incorrect, or discontinued Content. The Provider makes no warranty as to the availability, correctness, accuracy, suitability or completeness of the Content, of Manny's Outputs, or of any third-party content accessible via a hyperlink.
12.2. Without limiting the generality of clause 12.1, the Provider gives no warranty and accepts no liability for the quality, fitness-for-purpose, accuracy of description, safety, or availability of goods or services purchased from Merchants via Manny. Those rights and remedies vest as against the relevant Merchant under the CPA, the Merchant's terms, and applicable law.
13. Choice of law
13.1. The Platform is controlled, operated and administered by the Provider from its offices within the Republic of South Africa. These Website Terms are governed by the laws of the Republic of South Africa, and the User consents to the non-exclusive jurisdiction of the Western Cape High Court (Cape Town) in respect of any dispute arising from or in connection with these Website Terms.
13.2. If any provision of these Website Terms is found by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions will be enforced to the maximum extent permissible.
13.3. These Website Terms read with the Terms of Service constitute the entire agreement between the Provider and the User with regard to the use of the Content and the Platform.
Contact Details
In the event that you need to contact the Provider for purposes related to these Website Terms, please use the following:
MANYHANDS (PTY) LTD
The Penthouse Suite, 10th Floor, 74 Shortmarket Street, Cape Town, 8001
Email: info@manyhands.co.za
Privacy / data requests: privacy@manyhands.co.za
© ManyHands, South Africa.
Terms of Service
Last updated: 21/06/2026
Important — read this first. This document, together with the Website Terms, forms the agreement between you and ManyHands. Clauses that limit our liability, place risk or liability on you, oblige you to indemnify us or a third party, or constitute a positive acknowledgement by you of any fact, are highlighted in bold text and you must read them carefully. By subscribing to a Subscription Plan and/or by instructing Manny to act on your behalf, you agree to be bound by these terms.
1. Introduction — what this agreement covers
1.1. ManyHands is an agentic-commerce service. ManyHands provides Users with access to Manny, an AI agent that, within the authority a User grants and subject to the User's Subscription Plan, helps the User find, compare, schedule, book, pay for, and receive goods and services from third-party merchants ("Merchants"), and that supports the User with reminders, recommendations, and conversational assistance over the Website, our Apps, and the WhatsApp Channel.
1.2. You (the User) appoint ManyHands as your agent (mandatary) to act on your behalf when procuring goods and services through Manny, on the terms set out in this Agreement. The legal relationship of supply for those goods and services is between you (as buyer / principal) and the Merchant (as supplier). ManyHands is not the supplier of those goods or services unless this Agreement expressly says otherwise.
1.3. ManyHands provides Manny and the Platform for a subscription fee. ManyHands does not charge a commission and is not paid by Merchants for routing your purchases, save where this is clearly and prospectively disclosed.
2. The Agreement
2.1. Please read these terms carefully — they contain important information about your legal rights, obligations and remedies. This agreement (the "Terms of Service") is between you ("you" or "User" or "Customer") and MANYHANDS (PTY) LTD (registration number 2021/793653/07), with registered office at 10th floor, 74 Shortmarket Street, Cape Town, 8001 ("ManyHands", "We", or "Us"). It also has application on your relationship with any Merchant Manny transacts with on your behalf and on our nominated Channel Partners (including, without limitation, payment processors, card issuers, identity providers, AI model providers, and cloud infrastructure providers).
2.2. This Agreement contains provisions in bold font that may have the effect of (i) limiting ManyHands's liability or risk or that of a third party, (ii) placing risk or liability on you, the User, (iii) obliging you to indemnify ManyHands or a third party, or (iv) constituting a positive acknowledgement by you of any fact.
2.3. ManyHands may, in its sole discretion, amend this Agreement and any other agreements/Policies that form part of the Terms of Service at any time by posting a revised version on the Platform. Material changes will take effect on posting and we will use reasonable efforts to give advance notice to existing Users via email or WhatsApp. Your continued use of Manny or the Platform after the effective date of an amendment is your acceptance of that amendment. If you do not accept an amendment, you may cancel your Subscription Plan in accordance with clause 14 below.
2.4. If you agree to the Terms of Service on behalf of an entity, you warrant that you have authority to bind that entity and you agree that "you" and "your" refer to both you and that entity.
3. Definitions
In this Agreement, unless the context indicates otherwise:
3.1. "Account" means the account created on the Platform by the User, including the Clerk identity, phone number, lifecycle state, and any Subscription Plan and charges associated with it.
3.2. "Affiliate" means any entity controlling, controlled by, or under common control with a Party.
3.3. "AI Agent" or "Manny" means the AI agent operated by ManyHands on the Platform, including its underlying large language models, prompts, skills, plugins, integrations, and the WhatsApp Channel through which it communicates.
3.4. "Authorised Purchase" means any purchase, booking, subscription, top-up, or other commerce transaction Manny executes on the User's behalf within (i) the User's Spending Limit, (ii) the User's express instruction or pre-authorisation, and (iii) these Terms of Service.
3.5. "Channel Partners" means ManyHands's third-party partners assisting it in delivering the Platform, including payment processors, card issuers, identity providers, large-language-model providers, cloud infrastructure providers, logistics providers, and Merchants.
3.6. "Charge" or "Charged" means the amount charged by ManyHands to the User for the User's Subscription Plan and any other amount due under this Agreement, plus VAT if applicable.
3.7. "Confidential Information" has the meaning given in clause 22.
3.8. "CPA" means the Consumer Protection Act, 68 of 2008 and its regulations and amendments from time to time.
3.9. "Data Protection Legislation" means POPIA, PAIA, ECTA, and any other data-protection or privacy laws applicable to the Parties from time to time.
3.10. "ECTA" means the Electronic Communications and Transactions Act, 25 of 2002.
3.11. "Lifecycle State" means the User's state under ManyHands's user model (one of guest, guest_waitlisted, guest_invited, trialling, paid, lapsed, cancelled, suspended). The Lifecycle State governs what the User may do on the Platform.
3.12. "Merchant" means any third-party business from which Manny procures goods or services on the User's behalf.
3.13. "Output" means any text, recommendation, summary, plan, image, or other content generated by Manny in response to the User's instructions.
3.14. "Payment Method" means the credit, debit, or other payment instrument the User registers on the Platform to pay Subscription Plan Charges and to fund the Virtual Card.
3.15. "Personal Information" has the meaning given in section 1 of POPIA.
3.16. "Platform" has the meaning given in the Website Terms.
3.17. "Policies" means the Policies of ManyHands applicable to Users from time to time, including its Privacy Policy (section 9 of the Website Terms), its Acceptable Use Policy (where published), its Cookie Policy, and any Channel Partner terms that apply to the User's use of a specific feature.
3.18. "POPIA" means the Protection of Personal Information Act, 4 of 2013.
3.19. "Provider" means ManyHands.
3.20. "Registered" or "Registration" means the User's registration on the Platform, which requires accurate, comprehensive, and up-to-date completion of the sign-up flow (phone → privacy → analytics → Google sign-in → onboarding) and approval / verification by ManyHands.
3.21. "Services" means the services provided by ManyHands to Users under this Agreement, namely (i) access to Manny and the Platform, (ii) agentic-commerce services (Manny procuring goods and services from Merchants on the User's behalf), (iii) payment-facilitation services (including the Virtual Card), (iv) reminders, recommendations, and conversational support, and (v) dispute-resolution facilitation between the User and Merchants where reasonably possible.
3.22. "Spending Limit" means the maximum total or per-transaction amount that Manny is authorised to spend on the User's behalf without further confirmation from the User, as set by the User in the Platform from time to time (and subject to the maximums permitted by the User's Subscription Plan).
3.23. "Subscription Plan" means the subscription plan to which the User has subscribed (which may include a free trial, "MannyGo", "MannyPlus", "MannyMax", or any other plan ManyHands offers from time to time). The features, included usage, Spending Limits, and pricing of each Subscription Plan are set out on the Website at the time of subscription.
3.24. "Trial" means the free trial period offered to new Users on first subscription (currently 10 days, subject to change).
3.25. "Transact" or "Transaction" means any Authorised Purchase or any other transaction Manny executes on the User's behalf.
3.26. "User" means any person (juristic entity or individual) using the Platform, whether Registered or not, including in guest mode.
3.27. "User Content" has the meaning given in clause 10 of the Website Terms.
3.28. "VAT" means value-added tax as levied under the Value-Added Tax Act, 89 of 1991, as amended from time to time.
3.29. "Virtual Card" means the ManyHands-issued virtual payment card (or equivalent payment token) used by Manny to settle Authorised Purchases with Merchants on the User's behalf, funded from the User's Payment Method up to the User's Spending Limit.
3.30. "Website" means the ManyHands website www.manyhands.co.za and app.manyhands.co.za, and includes any page thereon and the App.
3.31. "Website Terms" means the Website Terms posted on the Website, which are incorporated in this Agreement by reference.
3.32. The interpretation rules in clauses 3.43 and 3.44 of the previous Terms of Use (gender, singular/plural, juristic persons, business days, statutory references, etc.) apply to this Agreement with such changes as the context requires.
4. Account Eligibility
4.1. The User must Register to use Manny's transactional features, and represents that they:
4.1.1. are a South African citizen or permanent resident in South Africa;
4.1.2. are an individual aged 18 years or older, or a duly registered legal entity acting through such an individual; and
4.1.3. can form legally binding contracts.
4.2. The User agrees not to provide false or misleading information about their identity, location, phone number, payment details, age, or the goods or services they ask Manny to procure.
5. Verification and identity
5.1. ManyHands reserves the right to verify Users at any time, including (but not limited to) by validation against third-party databases, the verification of one or more official government or legal documents, and checks against sanctions, politically exposed persons, and fraud-risk databases. The User authorises ManyHands, directly or through Channel Partners, to make such enquiries.
5.2. Phone number (E.164) is the User's canonical identifier on the Platform for the lifetime of the User's account. The User must keep their registered phone number current. The User must not share Clerk credentials or one-time PINs with any third party.
6. User Content and Acceptable Use
6.1. The User agrees:
6.1.1. to provide true, accurate, and complete information on their Account and in instructions to Manny, and to update that information to maintain its accuracy;
6.1.2. that ManyHands may show ads near User Content (with the User's marketing-consent in place where applicable), and use the User's first name and profile photo for in-product personalisation (e.g. "Hi Sarah"); and
6.1.3. that User Content posted to the Platform is governed by clause 10 of the Website Terms.
6.2. The User warrants that they will not use Manny or the Platform to:
6.2.1. instruct, encourage, or attempt the procurement of unlawful goods or services (including controlled substances outside lawful channels, firearms or ammunition outside applicable licensing, items subject to age-gating the User is not entitled to purchase, counterfeit goods, or goods that infringe third-party IP);
6.2.2. defraud, harass, defame, stalk, intimidate, or discriminate against any person;
6.2.3. circumvent age, geographic, or licensing restrictions imposed by a Merchant or by law;
6.2.4. attempt to extract, reverse-engineer, or red-team Manny's system prompts, training data, guardrails, or model weights;
6.2.5. transmit malware, scrape the Platform at scale, or otherwise interfere with the Platform's infrastructure (see clause 7.5 below);
6.2.6. impersonate another person or misrepresent the User's authority to act on behalf of another person; or
6.2.7. use Manny to make purchases on behalf of another person without that person's consent and without authority to commit them to payment.
7. Use of the Platform
7.1. Subject to this Agreement, the User may use the Platform as described herein, but may not offer, share, or post User Content that:
7.1.1. is illegal or defamatory;
7.1.2. is violent, discriminatory, or harassing, including towards any legally protected group;
7.1.3. is sexually explicit or related to sex work or escort services;
7.1.4. is in any way related to child exploitation;
7.1.5. would infringe any intellectual-property rights;
7.1.6. would violate our Policies, the Website Terms, or applicable law; or
7.1.7. is connected to making or sharing misleading content (such as deep fakes or fake news) intended to deceive others.
7.2. The User further agrees and warrants that:
7.2.1. they will perform their obligations under this Agreement in a way that does not infringe the intellectual-property or proprietary rights of any third party;
7.2.2. they will comply with all applicable laws, Policies, and best industry practice;
7.2.3. they are properly and legally authorised, equipped, and (if applicable) registered or licensed to perform their obligations under this Agreement;
7.2.4. they will not do or omit to do anything that might jeopardise ManyHands's, a Channel Partner's, or a Merchant's services or licences; and
7.2.5. nothing in this Agreement creates any relationship of employment, agency (other than the limited mandate granted to ManyHands in clause 1.2 and clause 8 below), partnership, or franchise between the Parties.
7.3. ManyHands reserves the right, in its sole discretion, to suspend or terminate a User's Account, immediately upon notice, if it reasonably believes the User is abusing the Platform, breaching this Agreement, or putting Channel Partners, Merchants, or other Users at risk. Any open Authorised Purchases existing at the time of termination remain payable.
7.4. Any disputes that existed prior to termination remain subject to the dispute-resolution mechanism in clause 15 below.
7.5. The User may not tamper with the Platform's infrastructure or environment. That means the User may not:
7.5.1. bypass any security features;
7.5.2. interfere with or compromise our systems, server security, or transmissions;
7.5.3. use a robot, spider, scraper, or similar mechanism on the Platform without written permission;
7.5.4. copy, distribute, or otherwise use Platform information for any commercial purpose without consent (no scraping allowed);
7.5.5. collect or use identifiable information about other Users;
7.5.6. overwhelm the Platform with unreasonable volumes of requests;
7.5.7. introduce any malware or harmful code;
7.5.8. access the Services other than through our supported interfaces;
7.5.9. i-frame or link to the Services without permission;
7.5.10. use the Services to build a competing service, identify or poach our Users, or publish benchmark analyses; or
7.5.11. reverse-engineer, decipher, modify, or take source code from the Platform.
8. Agentic-Commerce Mandate — Manny as the User's Agent
This clause is the heart of the new agreement. It is recorded in bold because it sets out the authority you grant to ManyHands to spend money on your behalf.
8.1. By subscribing to a Subscription Plan and/or instructing Manny, the User irrevocably appoints ManyHands as the User's agent (mandatary) to, on the User's behalf and in the User's name:
8.1.1. research, compare, recommend, and negotiate goods and services with Merchants;
8.1.2. place orders, make bookings, and conclude contracts of sale or service with Merchants for the User's account, within the User's Spending Limit and the User's express or pre-authorised instructions;
8.1.3. settle the price and any associated delivery, service, or platform charges of those orders and bookings using the User's Virtual Card (funded from the User's registered Payment Method);
8.1.4. provide the User's name, delivery address, contact details, and other Personal Information to the relevant Merchant and to logistics or fulfilment partners to the extent necessary to complete the order or booking;
8.1.5. accept, on the User's behalf, the Merchant's terms of sale or service (including delivery terms, return and refund policies, and any specific consents Merchants require) where those terms are standard, lawful, and not materially detrimental to the User; and
8.1.6. manage returns, refunds, exchanges, complaints, and chargebacks with Merchants, payment-card networks, and logistics providers on the User's behalf, where the User asks Manny to do so.
8.2. Scope of authority. The mandate in clause 8.1 is limited as follows:
8.2.1. Manny will not exceed the User's Spending Limit, the per-transaction limit applicable to the User's Subscription Plan, or any other limit the User sets in the Platform.
8.2.2. Manny will not knowingly procure unlawful goods or services, nor goods or services the User is not legally entitled to receive.
8.2.3. Manny will not sign or enter into long-form contracts on the User's behalf beyond ordinary consumer-purchase or service-booking terms, unless the User has expressly authorised the specific contract.
8.2.4. For purchases above a threshold disclosed in the Platform (or in any case above ZAR 5 000 unless the User has opted in to higher limits), Manny will ask the User to confirm before completing the Authorised Purchase. The User accepts that for purchases at or below the User's chosen Spending Limit and confirmation threshold, Manny may act without further confirmation.
8.2.5. The User may revoke or vary the mandate at any time by changing their Spending Limit, by instructing Manny to stop, or by cancelling their Subscription Plan. Revocation does not affect Authorised Purchases already completed or contracts already concluded.
8.3. Liability for Authorised Purchases. The User is liable to pay the full price of every Authorised Purchase, including all delivery and service charges, taxes, and any cancellation fees that the relevant Merchant lawfully levies, by way of the User's Virtual Card and/or registered Payment Method. The User is liable irrespective of whether the User is later dissatisfied with the goods or services, save where the User's rights under the CPA, applicable law, or the relevant Merchant's terms apply.
8.4. Liability for Manny's mistakes. The User acknowledges that Manny is an AI agent and that it may make mistakes (see clause 5 of the Website Terms). Subject to ManyHands's obligations under the CPA and other applicable law:
8.4.1. ManyHands accepts responsibility for losses caused by a material error or omission by Manny acting within the mandate, where the error was caused by ManyHands's gross negligence or wilful misconduct, but only to the extent set out in clause 23 (Limitation of Liability) below;
8.4.2. ManyHands does not accept responsibility for losses caused by (i) the User providing incomplete or inaccurate instructions to Manny, (ii) Merchant errors, delays, or non-performance, (iii) third-party logistics or payment failures, (iv) acts or omissions of the User after Manny has completed the Authorised Purchase, or (v) any matter outside ManyHands's reasonable control.
8.5. ManyHands is not the supplier of the goods or services Manny procures on the User's behalf. The User's rights under the CPA (and any other applicable consumer law) in respect of the goods or services themselves vest as against the relevant Merchant. ManyHands will provide reasonable assistance to the User to enforce those rights, but is not the supplier.
9. Subscription Plans, the Trial, and the Virtual Card
9.1. ManyHands provides access to Manny on a recurring subscription basis. The available Subscription Plans, their included features and usage allowances, their Spending Limit defaults and maxima, and their prices are set out on the Website at the time of subscription, and may be amended in accordance with clause 2.3.
9.2. Trial. New Users may be offered a free Trial (currently 10 days). The Trial is non-transferable, limited to one per User (or per phone number / Payment Method), and converts automatically into a paid Subscription Plan at the end of the Trial unless the User cancels before the Trial ends. By starting a Trial, the User authorises ManyHands to debit their Payment Method for the applicable Subscription Plan price at the end of the Trial.
9.3. Billing. Subscription Plan fees are billed in advance on a recurring basis to the User's Payment Method, in addition to any Authorised Purchases or other amounts due. Payment is processed via the Provider's nominated payment partners. The merchant outlet country is South Africa and the transaction currency is South African Rand (ZAR).
9.4. The Virtual Card. Each Registered User on a transacting Subscription Plan may be issued a Virtual Card by ManyHands (or by ManyHands's nominated card-issuance partner). The Virtual Card:
9.4.1. is used exclusively by Manny to settle Authorised Purchases on the User's behalf;
9.4.2. is funded just-in-time from the User's registered Payment Method, up to the User's Spending Limit and the User's Subscription Plan limit;
9.4.3. must not be shared, copied, photographed, or used by the User directly outside the Platform — it is for Manny's use, on the User's instruction, only;
9.4.4. may be suspended or revoked by ManyHands at any time if there is suspected fraud, abuse, or breach of this Agreement; and
9.4.5. is subject to the terms and conditions of the card-issuance partner and the payment-card-network rules, as updated from time to time.
9.5. Pre-authorisation. The User irrevocably authorises ManyHands and its Channel Partners to (i) hold pre-authorisations on the User's Payment Method for anticipated Subscription Plan fees and Authorised Purchases, (ii) settle Authorised Purchases at the time Manny places the order, (iii) charge the User's Payment Method retrospectively where a Merchant settles late or where the price increases due to add-ons or tips the User authorised, and (iv) reverse refunds back to the User's Payment Method when Merchants issue them.
9.6. Taxes. Subscription Plan fees and ManyHands's other Charges are stated exclusive of VAT unless otherwise indicated. VAT will be added at the prevailing rate where applicable. Merchant prices for Authorised Purchases are inclusive of VAT to the extent the Merchant indicates.
9.7. Failed payments. If a Subscription Plan Charge or an Authorised Purchase settlement fails (for example, due to insufficient funds or an expired card), ManyHands may (i) retry the Payment Method, (ii) hold the User's Subscription Plan in a grace state, and (iii) ultimately suspend the User's Account in accordance with clause 14. The User remains liable for amounts owed even if the Payment Method fails.
9.8. Receipts and statements. Receipts and statements are made available in the Platform and via email and/or WhatsApp.
10. Platform Communications
10.1. Users may communicate with Manny via the WhatsApp Channel, the in-app chat, and email. By using the WhatsApp Channel, the User consents in writing (as contemplated by RICA and ECTA) to ManyHands intercepting, recording, processing, retaining, and using their messages to operate, secure, audit, improve, and personalise the Platform, and to comply with law (see clauses 5.3 and 9 of the Website Terms).
10.2. Manny's recommendations, reminders, and proactive messages are part of the Service and the User cannot opt out of them while remaining on the Platform. The User may opt out of marketing messages (clause 9.8 of the Website Terms) at any time.
11. Charges from ManyHands
11.1. The User agrees to pay ManyHands:
11.1.1. the Subscription Plan fee applicable to the User's Subscription Plan, plus VAT;
11.1.2. any add-on Charges associated with the User's chosen plan or features (for example, extra "Manny time", concierge sessions, or other premium features), as disclosed at the point of purchase;
11.1.3. any Charges for Authorised Purchases the User has authorised Manny to make (paid via the Virtual Card / Payment Method); and
11.1.4. any reasonable third-party fees (such as currency-conversion fees, where applicable) disclosed at the point of purchase.
11.2. ManyHands does not charge a commission, take-rate, or referral fee on Authorised Purchases. If ManyHands ever receives a rebate, kickback, or referral payment from a Merchant in respect of an Authorised Purchase, ManyHands undertakes to disclose this clearly and prospectively to the User, and the User's continued use of Manny constitutes consent to that arrangement.
11.3. ManyHands may, where required by law, collect VAT or other taxes in addition to the Charges.
12. Payment Terms and Services
12.1. The User agrees that Subscription Plan fees are paid in advance, in ZAR, via their Payment Method.
12.1.1. Payment may be made via Visa, MasterCard, American Express, or such other payment methods as ManyHands makes available from time to time.
12.1.2. Card transactions are acquired via ManyHands's nominated payment processor from time to time. Card details are entered on the processor's secure site, and no full card details are stored on the ManyHands platform. The processor uses industry-standard encryption (TLS) and is PCI-DSS compliant.
12.1.3. The merchant outlet country is South Africa. The transaction currency is South African Rand (ZAR).
12.2. The User irrevocably appoints ManyHands as its agent for payment-facilitation purposes and authorises ManyHands and its Channel Partners to charge the User's Payment Method for (i) Subscription Plan fees, (ii) Authorised Purchases, (iii) any reasonable adjustments by Merchants (e.g. delivery surcharges, tips the User authorised), and (iv) any amounts due to ManyHands under this Agreement.
12.3. ManyHands and its Channel Partners are not banks. Funds collected in connection with Authorised Purchases are passed through to Merchants and are not held in trust or on the User's behalf save as the Virtual Card mechanic in clause 9 contemplates.
12.4. Reimbursement. Notwithstanding any other provision of this Agreement, ManyHands reserves the right to seek reimbursement from the User, and the User will reimburse ManyHands, if ManyHands (i) suspects fraud or criminal activity associated with the User's Account or Authorised Purchases, (ii) discovers erroneous or duplicate transactions, (iii) has supplied the Services in accordance with this Agreement yet receives a chargeback from the User's Payment Method, or (iv) is required to refund a Merchant for goods or services already supplied.
12.5. The User agrees that ManyHands has the right to obtain such reimbursement by charging the applicable Payment Method, offsetting amounts owed against future settlements, deducting amounts from refunds or rebates due to the User, or by any other lawful means.
13. Authorised Purchases — Disputes, Refunds, and Returns
13.1. The User must promptly check Manny's confirmation of every Authorised Purchase, including price, item, quantity, variant, delivery address, and delivery date, and notify Manny on the Platform of any error.
13.2. Where a Merchant fails to deliver an Authorised Purchase, delivers materially the wrong goods or services, or otherwise breaches its supply contract, the User's primary rights and remedies vest against that Merchant under the CPA, applicable law, and the Merchant's terms. ManyHands will provide reasonable agentic assistance to the User to enforce those rights, including by communicating with the Merchant, logging refund and return requests, and (where applicable) initiating payment-card chargebacks.
13.3. No chargeback abuse. The User undertakes not to initiate a chargeback with their bank or card issuer for Subscription Plan fees, the Virtual Card, or for Authorised Purchases that the User instructed Manny to make. A chargeback in violation of this clause is a material breach of this Agreement and ManyHands may (i) dispute the chargeback, (ii) recover any amount lost from the User by any lawful means, and (iii) suspend or terminate the User's Account.
13.4. CPA cooling-off. A User who is a "consumer" as defined in the CPA, and who enters an electronic transaction within the meaning of section 44 of the CPA, may have the right to cancel that transaction within 7 days of delivery / conclusion, subject to the exclusions in section 44 of the CPA. The User's CPA rights are not displaced by this Agreement and are exercised by the User against the relevant supplier (ManyHands for the Services, the Merchant for the Authorised Purchase).
13.5. Manny mistakes. If Manny commits a material error in executing an Authorised Purchase (e.g. orders the wrong item, the wrong quantity, ships to the wrong address that Manny had on file), ManyHands will, subject to clause 23 (Limitation of Liability):
13.5.1. work with the relevant Merchant to correct the order;
13.5.2. where the order cannot be corrected, support the User in returning the goods or cancelling the booking and recovering the amount paid; and
13.5.3. compensate the User for direct out-of-pocket loss reasonably caused by the error, up to the cap in clause 23.
13.6. What is not a Manny mistake. The User accepts that the following are not Manny mistakes and ManyHands has no liability for them: (i) Manny acting on incomplete or inaccurate information the User gave it, (ii) Manny acting on a Merchant's published price or stock data that was incorrect, (iii) goods or services that meet the description Manny was given but do not meet the User's subjective expectations, (iv) delivery delays caused by the Merchant or by logistics providers, and (v) any event of force majeure.
13.7. Withholding of funds. Notwithstanding any other provision of this Agreement, ManyHands may, in its sole discretion and except as prohibited by applicable law, hold or refuse to release funds, or take such other action as it deems appropriate, where (a) it requires additional information from the User (e.g. tax info, government-issued ID, proof of address), (b) it has reasonable grounds to believe the User has committed or attempted fraud, (c) it has reasonable grounds to believe the User has breached this Agreement, or (d) it is necessary in connection with any investigation, required by law, or required by a payment-card-network rule.
14. Default and Termination
14.1. The User will be in default on the earliest occurrence of any of the following:
14.1.1. failure to pay a Subscription Plan Charge when due;
14.1.2. failure, within 30 days of the original due date, to bring the Account up to date after a Payment Method is declined or expires;
14.1.3. initiation of a chargeback for an amount that is properly due under this Agreement;
14.1.4. material breach of clauses 4, 6, 7, 8, 12, or any other material provision of this Agreement; or
14.1.5. any other action or omission that results in a negative or past-due balance on the User's Account.
14.2. If the User is in default, ManyHands may, without notice, temporarily or permanently close the User's Account, revoke the User's access to Manny, suspend or cancel the Virtual Card, and prevent the User from initiating any further Authorised Purchases. The User remains responsible for amounts due, plus interest at the lesser of one-and-a-half per cent (1.5%) per month and the maximum rate permitted by applicable law, plus attorneys' fees and other costs of collection to the extent permitted by law.
14.3. The User may cancel their Subscription Plan at any time via the Platform. Cancellation takes effect at the end of the current billing period (or at the end of the Trial). The User remains liable for Authorised Purchases initiated before cancellation.
15. Dispute Resolution
Anchor:
#disputes.
15.1. ManyHands will not be liable for any dispute between the User and a Merchant arising from the contract of supply, save to the extent of ManyHands's own acts or omissions in executing the mandate (see clauses 8.4, 13.5, and 23).
15.2. The User indemnifies ManyHands and its Channel Partners against any claim, counterclaim, loss, or damage arising from the User's contractual or statutory relationship with a Merchant, or from the User's use of goods or services procured through Manny.
15.3. If a User disputes any Charge by ManyHands, any Subscription Plan fee, or any act or omission by Manny under the mandate, the User ("Aggrieved Party") shall:
15.3.1. notify ManyHands in writing on the Platform within 7 days of the disputed Charge or event, setting out the nature of the dispute and the relief sought (the "Notice");
15.3.2. on receipt of the Notice, the Parties shall first attempt to resolve the dispute through good-faith negotiation within 14 days;
15.3.3. failing resolution by negotiation, either Party may submit the dispute to mediation by the Arbitration Foundation of Southern Africa ("AFSA") under AFSA's mediation rules then in force;
15.3.4. failing resolution by mediation within 30 days from referral, either Party may submit the dispute to ad-hoc arbitration administered by AFSA in Cape Town under AFSA's expedited rules then in force, before a single arbitrator agreed by the Parties (failing which appointed by AFSA);
15.3.5. the arbitration award is final and binding on the Parties, save for the User's statutory rights under the CPA and other applicable consumer-protection law, including the right to refer a complaint to the National Consumer Commission, a Provincial Consumer Court, or a court of competent jurisdiction.
15.4. For the avoidance of doubt, nothing in this clause 15 limits the User's right (where the User is a "consumer" as defined in the CPA) to seek redress under the CPA, including the right to refer a dispute to the National Consumer Commission, the Consumer Goods and Services Ombud, a Provincial Consumer Court, or a court of competent jurisdiction.
15.5. For disputes between the User and a Merchant, the User must follow the Merchant's own dispute-resolution process. ManyHands will, at the User's request, provide reasonable agentic assistance (e.g. drafting a refund request, initiating a chargeback, escalating to the Consumer Goods and Services Ombud).
16. No Return of Subscription Plan Fees (subject to law)
16.1. The User acknowledges and agrees that Subscription Plan fees, once paid for a current billing period, are non-refundable, except (i) where required by law (including the CPA), (ii) where ManyHands has materially failed to provide the Service for a substantial part of the billing period, or (iii) in ManyHands's sole discretion as a goodwill gesture. The User remains entitled to use Manny for the remainder of the current billing period after cancellation.
16.2. Authorised Purchases, once settled with a Merchant, are not refundable by ManyHands save in accordance with the relevant Merchant's refund policy, the CPA, and clause 13 above.
17. Payment Methods
17.1. To use the transactional features of Manny, the User must provide account information for at least one valid Payment Method.
17.2. The User authorises ManyHands and its Channel Partners to (i) run authorisation checks on the Payment Method, (ii) store a tokenised reference to the Payment Method in accordance with the Privacy Policy and applicable payment-card-network rules, and (iii) charge the Payment Method for Subscription Plan fees, Authorised Purchases, and any other amounts due.
17.3. By providing Payment Method information, the User represents and warrants that:
17.3.1. they are legally authorised to provide the information;
17.3.2. they are legally authorised to make payments using the Payment Method;
17.3.3. if they are an employee or agent of an entity that owns the Payment Method, they are authorised by that entity to use it on the Platform; and
17.3.4. their use of the Payment Method does not violate the Policies, the Payment Method's terms, or applicable law.
17.4. ManyHands is not liable to any User if ManyHands does not complete a Transaction as a result of any limit imposed by applicable law or by the User's financial institution, or if a financial institution fails to honour any credit or debit to or from the relevant account.
18. Intellectual Property
18.1. All intellectual property in the Platform, in Manny (including underlying models, prompts, fine-tuning data, skills, plugins, and guardrails), in the "ManyHands" wordmark and the "Manny" character, in the design system, in the Virtual Card branding, and in all Content, is and remains the sole property of the Provider, its Affiliates, or its licensors. Nothing in this Agreement transfers any intellectual-property rights to the User, save as expressly stated.
18.2. The User indemnifies and holds ManyHands and its Channel Partners harmless against all losses, liabilities, damage, damages, and claims, and all related costs and expenses (including legal fees on the scale as between attorney and client, tracing and collection charges, costs of investigation, and interest) incurred by ManyHands arising out of or in connection with any claim, demand, charge, action, or other proceeding brought by a third person based on the infringement of any intellectual-property rights as a result of the User's User Content, the User's instructions to Manny, or the User's use of Outputs.
18.3. Outputs are governed by clause 8.3 of the Website Terms.
19. Data Privacy and Protection
19.1. The User acknowledges that they have read, understood, and accept the Privacy Policy (clause 9 of the Website Terms).
19.2. The User specifically acknowledges and consents to:
19.2.1. the processing of their Personal Information for the purposes set out in the Privacy Policy, including disclosure to Merchants, payment partners, logistics partners, identity providers, AI / LLM model providers, and cloud infrastructure providers;
19.2.2. the cross-border transfer of their Personal Information to recipients located outside South Africa (notably to AI / LLM model providers and certain cloud infrastructure), on the contractual basis described in the Privacy Policy;
19.2.3. the interception and recording of their conversations with Manny (including over the WhatsApp Channel) for service, quality, audit, model-improvement, and legal-compliance purposes, this being consent in writing as contemplated by RICA and section 11(2) of POPIA; and
19.2.4. the use of their Personal Information for fraud-prevention purposes, including screening against sanctions, PEP, and fraud-risk databases.
19.3. The User is responsible for keeping the contact details on their Account up to date and for keeping their Clerk credentials, one-time PINs, and WhatsApp account secure.
19.4. If the User makes Personal Information of any third party available to Manny (for example, a delivery address for someone else, or the contact details of a recipient of a gift), the User warrants that they have the right to do so and that the third party has consented to their Personal Information being processed by ManyHands for those purposes.
20. Business Transfer
20.1. Any entity into which ManyHands may be merged or converted, or with which ManyHands may be consolidated, or any entity to which all or substantially all the business of ManyHands may be transferred, will succeed to all the rights and obligations of ManyHands under this Agreement, without further act, to the extent permitted by applicable law. The User's Personal Information may be transferred as part of such a transaction, subject to the protections of the Privacy Policy continuing to apply.
21. Records of Compliance
21.1. Subject to the Provider's legal obligation to retain records under ECTA, POPIA, the Income Tax Act, the Financial Intelligence Centre Act, and other applicable law, the User is responsible for the storage and backup of their own commercial records, tax invoices, and other documentation.
22. Confidentiality
22.1. "Confidential Information" means all information of any nature whatsoever which is disclosed by a Party or which may be obtained from the other Party which is marked "confidential" (or with similar legend), or which the disclosing Party identifies as confidential, or which by its nature is confidential, including without limitation, intellectual property, and regardless of where or how such information is disclosed (orally, visually, by inspection of documentation, electronic data, or other means).
22.2. The Parties undertake to treat as strictly confidential all Confidential Information and not to use any Confidential Information for any purpose other than performing their respective obligations under this Agreement.
22.3. The receiving Party shall not disclose Confidential Information to any person other than its Resources (its employees, contractors, advisers, and Channel Partners) on a need-to-know basis, and shall procure that such Resources are bound by confidentiality obligations no less strict than those in this clause.
22.4. The obligations in this clause survive termination of this Agreement in perpetuity, until such time as the Confidential Information falls within the public domain other than by way of a breach.
22.5. For the avoidance of doubt:
22.5.1. the prompts the User sends to Manny, and the Outputs Manny returns, are not Confidential Information of the User as against the Provider — they may be processed for the purposes set out in clause 9 of the Website Terms; but
22.5.2. ManyHands's system prompts, fine-tuning data, model architectures, and internal guardrails are Confidential Information of the Provider, and the User must not attempt to extract or publish them.
22.6. In the event a receiving Party is required to disclose Confidential Information pursuant to law, judicial or arbitration process, or by governmental authorities, the receiving Party shall (where lawful) notify the disclosing Party prior to disclosure and take reasonable steps to limit the extent of the disclosure.
23. Limitation of Liability and Indemnity
23.1. You agree not to rely on the Platform, on Manny, on any Output, on any information on the Platform, or on the continuation of the Platform. The Platform, the Services, and the Outputs are provided "as is" and on an "as available" basis. ManyHands makes no representations or warranties with regard to the Platform, the Services, Outputs, User Content, or any activities or items related to this Agreement, save as expressly stated in this Agreement and save for those warranties implied by the CPA and other applicable law that cannot be excluded.
23.2. In the event that the Platform is unavailable or the information displayed is incorrect, or Manny is unavailable or makes an error, ManyHands shall not be responsible for any delay, loss, increased cost, or unforeseen issue, save to the extent set out in clauses 8.4 and 13.5 above. The User holds ManyHands and its Channel Partners harmless and indemnifies ManyHands against any claim or damages in this regard suffered by the User, the User's employees, directors, and/or shareholders.
23.3. To the maximum extent permitted by applicable law, ManyHands disclaims all express and implied conditions, representations, and warranties — including, but not limited to, the warranties of merchantability, accuracy, fitness for a particular purpose, title, and non-infringement. Some of the above limitations may not apply to consumers protected by the CPA.
23.4. Cap on liability. To the maximum extent permitted by law, the total aggregate liability of ManyHands to the User, however arising, whether in contract, delict (tort), under statute, or on any other basis, in respect of all claims arising out of or in connection with this Agreement or the use of the Platform, is limited to the greater of (i) the Subscription Plan fees paid by the User to ManyHands in the 6 months immediately preceding the event giving rise to the claim, and (ii) ZAR 5 000. This cap does not apply to liability that cannot be limited under applicable law (including liability for death or personal injury caused by negligence, and liability for fraud).
23.5. No indirect or consequential loss. ManyHands is not liable for any indirect, consequential, special, punitive, or exemplary loss, or for any loss of profit, loss of revenue, loss of business, loss of goodwill, loss of data, or loss of anticipated savings, however arising, even if ManyHands has been advised of the possibility of such loss.
23.6. Indemnity. The User indemnifies and holds harmless ManyHands, its Affiliates, and its officers, directors, employees, agents, and Channel Partners from and against any and all third-party claims, demands, actions, proceedings, losses, damages, costs and expenses (including legal fees on the attorney-and-client scale) arising out of or in connection with (i) the User's breach of this Agreement, (ii) the User's instructions to Manny (including unlawful or fraudulent instructions), (iii) the User's User Content, (iv) the User's interactions with Merchants and other third parties off the Platform, and (v) the User's violation of any law or the rights of any third party.
24. Applicable Law and Jurisdiction
24.1. This Agreement is governed by the laws of the Republic of South Africa.
24.2. Subject to clause 15 (Dispute Resolution), the Parties consent to the non-exclusive jurisdiction of the Western Cape High Court (Cape Town) in respect of any dispute arising from or in connection with this Agreement.
25. Cession, Assignment and Subcontracting
25.1. The User may not cede, assign, sub-licence, or transfer this Agreement or any of its rights or obligations under it, without the prior written consent of ManyHands.
25.2. ManyHands may cede, assign, sub-licence, or subcontract any of its rights or obligations under this Agreement, including to a Channel Partner or Affiliate, subject to the protections of the Privacy Policy continuing to apply.
25.3. The User indemnifies ManyHands against all claims arising directly or indirectly out of any subcontracting (or purported subcontracting) by the User of any of the User's obligations.
26. Force Majeure
26.1. Notwithstanding anything to the contrary, if vis major or force majeure or casus fortuitus ("Interrupting Circumstances") cause delays in or failure of performance by a Party of all or any of its obligations, the affected portion of this Agreement shall be suspended for the period during which the Interrupting Circumstances prevail, subject to the affected Party using reasonable efforts to limit the impact. If Interrupting Circumstances affect a material part of this Agreement for more than 60 days, either Party may cancel on 14 days' written notice. Written notice of the Interrupting Circumstances must be dispatched as soon as reasonably possible.
26.2. Vis major and force majeure include acts of government, laws or regulations having the force of law, civil strife, riots, sabotage, acts of war, illegal strikes, interruption of transport, rationing, flood, storm, fire, pandemic, large-scale failure of internet or telecommunications infrastructure, cyber-attack against the Provider or a critical Channel Partner, large-scale failure of an upstream AI or cloud-infrastructure provider, and any other circumstances beyond the reasonable control of the affected Party.
27. Anti-Bribery and Corruption
27.1. ManyHands complies with all anti-bribery and corruption laws applicable to it. The User represents that (i) it will comply with all applicable anti-bribery and corruption laws, including the Prevention and Combating of Corrupt Activities Act, 12 of 2004, and (ii) no financial or other advantage (other than the Charges payable under this Agreement) has been, will be, or is agreed to be offered or given to any person on behalf of the User or its Related Persons.
27.2. This clause is material. If ManyHands has reasonable grounds to suspect a breach of clause 27.1, ManyHands may terminate this Agreement immediately without incurring liability to the User.
28. General Provisions
28.1. This Agreement, together with the Website Terms and the Policies, records the entire and sole agreement between the Parties and supersedes all prior writings or documents, including any prior version of the "Terms of Use" or "Website Terms" previously published by ManyHands prior to the date of this Agreement.
28.2. Neither Party may make any public announcement or statement in connection with this Agreement or the relationship without the prior written consent of the other, which shall not be unreasonably withheld.
28.3. The Parties choose as their domicilia citandi et executandi (i) for the User, the email and physical address provided on sign-up, and (ii) for ManyHands, the address at clause 2.1 above.
28.4. The clause in clause 20 (Business Transfer) applies in full to any merger, conversion, consolidation, or substantial business transfer of ManyHands.
28.5. Severability. If any provision is found to be unenforceable, the remainder will be enforced to the maximum extent permissible.
28.6. No waiver. Failure or delay by either Party to enforce any provision is not a waiver of that provision.
28.7. Survival. Clauses that by their nature survive termination (including 8.3, 12.4, 13.3, 16, 18, 19, 22, 23, 24, 25, and 27) survive.
Contact Details
MANYHANDS (PTY) LTD The Penthouse Suite, 10th Floor, 74 Shortmarket Street, Cape Town, 8001 General: info@manyhands.co.za Privacy / data: privacy@manyhands.co.za Billing / subscriptions: billing@manyhands.co.za
© ManyHands, South Africa.