Terms and Conditions of Service

The Digital Presence Pack is designed to help participating businesses establish, optimise and manage their digital presence, with particular focus on improving how the business appears to customers searching online.

Africa 118 will provide the services included in the package during the applicable subscription period, subject to the business completing the onboarding requirements described below.

Where the business already has a Google Business Profile, Africa 118 will contact the business after registration to request appropriate access to the profile.

This access is required so that Africa 118 can manage and optimise the profile on the business's behalf, including activities such as:

• reviewing and correcting business information;
• updating business categories, opening hours, contact information and other relevant details;
• adding or updating photographs and other business content;
• improving the overall completeness and quality of the profile;
• publishing approved content;
• managing agreed aspects of customer reviews; and
• monitoring the profile during the subscription period.

Where possible, access should be granted through Google's authorised user or manager-access process. Businesses should not provide their Google account passwords to Africa 118.

Where a business does not yet have a Google Business Profile, Africa 118 will provide guidance and support in establishing or claiming the appropriate profile, where this forms part of the subscribed service.

Google may require additional verification before a profile can be created, claimed or modified. Such verification is controlled by Google and may require action by the business.

To optimise and manage the business's digital presence effectively, Africa 118 will request information and content from the business during onboarding and periodically throughout the subscription period.

This may include:

• business name and description;
• address and location information;
• telephone numbers and email addresses;
• operating hours;
• products and services offered;
• business categories;
• logos and brand materials;
• photographs and videos;
• promotional offers;
• announcements and events;
• website and social-media information; and
• any other information reasonably required to represent the business accurately online.

The business is responsible for ensuring that all information and content supplied to Africa 118 is accurate, current and authorised for use.

The service may include publishing updates and other content to the business's digital profile throughout the subscription period.

Africa 118 may therefore periodically request content, information, photographs, promotions or other updates from the business.

The business agrees to provide reasonable cooperation and content when requested so that Africa 118 can continue to maintain an active and relevant profile.

Where appropriate, Africa 118 may adapt, format or optimise content provided by the business for use on supported digital platforms.

As part of the service, Africa 118 may assist with automated or managed responses to positive and neutral customer reviews.

During onboarding, the business may be asked to provide information regarding its preferred tone, customer-service approach and suitable responses.

Africa 118 may use this information to prepare appropriate response templates.

Negative, sensitive, unusual or potentially reputationally damaging reviews may require the business's direct involvement and may be escalated rather than responded to automatically.

Following registration and payment, Africa 118 will invite the business to an online onboarding meeting.

Attendance by an authorised representative of the business is required.

The onboarding session will be used to:

• confirm the business's details;
• explain the service and fulfilment process;
• confirm access to the Google Business Profile where applicable;
• identify any verification requirements;
• collect required business content;
• confirm review-response preferences;
• explain how ongoing content requests will be handled; and
• answer questions regarding the service.

The business should ensure that the person attending the onboarding session has sufficient knowledge of the business and, where possible, authority to provide or arrange access to its digital profiles.

To enable Africa 118 to deliver the Digital Presence Pack, the business agrees to:

1. attend the scheduled onboarding meeting;
2. provide accurate business information;
3. provide or facilitate access to its Google Business Profile where applicable;
4. complete any Google or third-party verification requested;
5. provide content, photographs, logos and other required materials;
6. respond within a reasonable time to requests from Africa 118;
7. review or approve information where approval is required; and
8. inform Africa 118 of significant changes to its business information during the subscription period.

Africa 118 will begin fulfilment once the business has completed the relevant onboarding requirements.

Target fulfilment periods will therefore depend on Africa 118 receiving the required information, access, approvals and customer participation.

Any stated delivery timeline should be calculated from the point at which all information and access reasonably required to begin fulfilment have been received.

Delays caused by the following will not be considered a failure by Africa 118 to deliver the service:

• failure by the business to attend onboarding;
• delayed responses from the business;
• incomplete or inaccurate information;
• failure to provide required content;
• failure to provide or approve access;
• delays in completing Google verification;
• restrictions, suspensions or technical issues affecting third-party platforms; or
• other circumstances outside Africa 118's reasonable control.

Some services provided under the Digital Presence Pack depend on third-party platforms such as Google.

Africa 118 does not control the policies, approval procedures, verification requirements, algorithms, availability or technical systems of these third parties.

Africa 118 will provide reasonable assistance where problems arise, but cannot guarantee that a third-party platform will approve a profile, verification request, content submission or other change.

Once a business has subscribed and paid for the Digital Presence Pack, Africa 118 will allocate resources and commence onboarding and fulfilment activities.

The business acknowledges that successful fulfilment requires its participation.

Where Africa 118 is unable to complete or progress the service because the business has failed to provide required information, access, content, approvals, verification or attendance at onboarding, the business will not be entitled to a refund on the basis that the service was not completed.

Africa 118 will make reasonable attempts to contact the business using the contact details supplied during registration.

If the business becomes non-responsive, fulfilment may be placed on hold until the required information or action is received.

Any delay resulting from such non-responsiveness will not extend the subscription period unless otherwise agreed in writing.

The person registering for the Digital Presence Pack confirms that they are authorised to act on behalf of the business.

The business is responsible for the accuracy of all information supplied.

Africa 118 will not be responsible for losses or issues arising from incorrect, outdated or misleading information provided by the business.

The business retains ownership of its logos, photographs, videos, written material and other intellectual property.

By submitting content to Africa 118, the business grants Africa 118 permission to use, edit, format and publish that content solely for the purpose of providing the Digital Presence Pack and managing the business's digital presence.

The business confirms that it has the necessary rights or permissions to use all materials supplied.

The business agrees that Africa 118 may contact its nominated representatives by email, telephone, WhatsApp or other reasonable communication channels for purposes related to:

• onboarding;
• fulfilment;
• profile access;
• verification;
• content collection;
• service updates;
• support;
• reporting; and
• renewal of the service.

The Digital Presence Pack is provided for the subscription period stated at the time of purchase.

Africa 118 will provide the applicable fulfilment and ongoing management services during this period, subject to the business meeting its responsibilities under these Terms and Conditions.

Renewal arrangements will be communicated before the end of the subscription period where applicable.

Digital platforms frequently change their features, policies and technical requirements.

Africa 118 may therefore make reasonable adjustments to the way the service is delivered where necessary to respond to changes introduced by Google or other supported platforms, provided that the overall purpose and value of the service are maintained.

The standard fee for the Digital Presence Pack is KES 20,100 plus VAT.

As an introductory offer for Absa Kenya business customers, the first 50 businesses to register and pay receive a 50% discount, payable at KES 10,050 plus VAT (KES 11,658 in total). Once 50 discounted subscriptions have been taken up, the standard fee applies to all subsequent registrations.

Payment is made by M-Pesa. After registration, a payment request is sent to the Safaricom number provided by the business, and the subscription begins once Safaricom confirms the payment. The business is responsible for providing a valid M-Pesa registered number and for any charges applied by its mobile money provider.

A receipt is issued to the email address provided at registration. Where a payment fails or times out, the business may request the payment prompt again; no subscription starts until payment is confirmed.

By completing payment for the Absa Digital Presence Package, the business confirms that:

• it has read and accepted these Terms and Conditions;
• it understands its onboarding responsibilities;
• it agrees to provide the information and access required for fulfilment; and
• it understands that failure to cooperate or respond may prevent fulfilment and will not, by itself, create an entitlement to a refund.