Terms of Service

These Terms of Service ("Terms") govern your access to and use of the Service Sense website, dashboard, QR code tools, feedback forms and related services (together, the "Services"). Service Sense is a product of Nexus Logic (Pty) Ltd, a private company registered in the Republic of South Africa ("Nexus Logic", "Service Sense", "we", "us" or "our").

By creating an account, starting a free trial, subscribing, or submitting feedback through a Service Sense QR code, you agree to these Terms and to our Privacy Policy. Our PAIA Manual explains how to request access to our records. If you do not agree, please do not use the Services.

1. Who we are

The information below is provided in terms of section 43 of the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"):

• Full name and legal status: Nexus Logic (Pty) Ltd, a private company registered with the Companies and Intellectual Property Commission (CIPC) of South Africa.
• Registration number: 2026/756972/07
• Physical address and address for service of legal documents (domicilium): 4 Cherry Creek, Blanco, George, South Africa
• Website: www.servicesense.co.za
• Email: info@servicesense.co.za
• Telephone: 081 354 4840
• VAT: Nexus Logic (Pty) Ltd is not registered for VAT.
• Main characteristics of the Services: a subscription-based online platform that lets businesses collect, view and analyse customer and staff feedback through QR codes, run staff training with training material and quizzes (Staff Training), and, on the Premium package, request AI insights on their results.

Security notice: We will never ask you for your password, one-time PIN (OTP) or card details by phone, SMS or WhatsApp. Official emails come only from the servicesense.co.za domain. If you receive a suspicious message claiming to be from Service Sense, do not respond; report it to info@servicesense.co.za.

2. Definitions

• "Subscriber" means the business, organisation or person that registers an account to use the Services, including during a free trial.
• "Authorised User" means any person a Subscriber allows to access its account.
• "Respondent" means any person (such as a customer or employee of a Subscriber) who scans a Service Sense QR code or submits feedback.
• "Feedback" means ratings, comments, videos, contact details and any other content a Respondent submits.
• "Subscriber Content" means information, logos, artwork, questions, staff names, training material and other material a Subscriber uploads or creates on the Services.
• "Nexus Logic Agent" or "NLA" means an independent, approved reseller appointed by Nexus Logic to refer customers to Service Sense and other Nexus Logic products in exchange for commission.
• "Plan" means the subscription package a Subscriber selects, as described on our pricing page.
• "POPIA" means the Protection of Personal Information Act 4 of 2013. "CPA" means the Consumer Protection Act 68 of 2008.

3. Eligibility and accounts

1. You must be at least 18 years old and legally able to enter into a binding contract to register an account.
2. If you register on behalf of a business or organisation, you confirm that you are authorised to bind it to these Terms, and "you" includes that business or organisation.
3. You must provide accurate, complete information and keep it up to date, including a working email address.
4. You are responsible for keeping your login details and one-time codes confidential, and for all activity on your account, including activity by your Authorised Users. Tell us immediately at info@servicesense.co.za if you suspect unauthorised access.
5. An account may be used only by the Subscriber it was registered for. Sharing one account between separate businesses is not allowed unless your Plan expressly permits multiple locations.

4. The Services

1. Depending on your Plan, the Services may include customer feedback QR codes, star ratings, comments, optional video feedback, reward competitions, an owner dashboard and reports, an Employee Voice (anonymous staff feedback) QR code, a Service Champions (staff recognition) QR code, Staff Training (training material, quizzes and results per staff member, with follow-up rounds), AI insights, and printable table-tent templates.
2. Features available on each Plan are shown on our pricing page at the time you subscribe. We may improve, change or replace features from time to time. If we remove a core feature of your paid Plan, we will give you reasonable notice and you may cancel without penalty.
3. Features marked "beta", "trial" or "coming soon" are provided for evaluation and may change or be withdrawn.
4. The Services are a tool. We do not verify the truth of Feedback, and reports and analytics are for information only. Business decisions you make based on them are your own.
5. On the Complete package you can request AI insights for a survey, and an AI assessment of a Staff Training project. These are created automatically by an artificial intelligence service from the questions, ratings, answers and comments. Names and contact details are not sent to the AI service. They are general guidance only, may contain mistakes, and are not professional advice. Please check them and use your own judgement before acting on them.

5. Free trial

1. New Subscribers may be offered a free trial (currently 7 days). No payment is taken during the trial.
2. At the end of the trial, access to paid features stops unless you choose a Plan and pay. We will not charge you automatically unless you have actively subscribed.
3. QR codes created during a trial may stop collecting feedback if you do not subscribe. Please do not print QR codes in bulk until you have subscribed.
4. Free trials are limited to one per email address. We may refuse or end a trial where we reasonably suspect abuse.

6. Subscriptions and plans

1. Subscriptions run month to month and renew automatically at the start of each billing period until cancelled. There is no fixed-term lock-in unless a separate written agreement says otherwise.
2. Each Plan is for one business location and includes the number of QR codes shown on our pricing page. If your use exceeds your Plan, we will ask you to move to a suitable Plan or agree a tailored service with us.
3. Upgrades take effect immediately. Downgrades take effect from the next billing period, and features not included in the lower Plan will then become unavailable.
4. Multi-site groups, fully managed accounts, custom staff training, printed QR stands, event campaigns and results reviews are tailored services. We will agree the scope and price with you in writing before we start, and these Terms apply to them as well. You remain responsible for the accuracy of the information you give us and for your obligations in clauses 9 to 11.

7. Cancellation and refunds

1. You may cancel your subscription at any time from your dashboard or by emailing info@servicesense.co.za. Cancellation takes effect at the end of the billing period already paid for, and you keep access until then. No cancellation penalty applies.
2. Cooling-off: If you are a natural person contracting as a consumer, you may cancel within 7 days after concluding the subscription, without reason and without penalty, in terms of section 44 of ECTA. We will refund any payment made within 30 days of your cancellation.
3. Except as set out above or required by law, fees already paid for a billing period are not refundable, including for partial months or unused features.
4. Where you are a consumer protected by section 14 of the CPA, nothing in these Terms limits your right to cancel on 20 business days' notice or any other right under that section.
5. If we terminate your subscription without cause, we will refund the unused portion of any prepaid fees.

8. Fees, payment and VAT

1. Current fees are shown on our pricing page in South African Rand.
2. Payments are processed by our third-party payment provider, Paystack. We do not see or store your full card details. Your use of the payment facility is also subject to the provider's terms.
3. Nexus Logic is not currently registered for VAT, so no VAT is charged on our fees. If we become VAT registered, we will notify you before VAT is added, in line with clause 8.6. Invoices are issued by email.
4. Each payment carries a unique reference. Please use it on any EFT or query so that we can match your payment.
5. If a payment fails, we will notify you and may retry. If payment is still outstanding 7 days after notice, we may suspend your account until it is settled. Suspended QR codes will show a notice that the form is temporarily unavailable.
6. We may change our fees by giving at least 30 days' notice by email. The new fees apply from your next billing period after the notice ends. If you do not accept the change, you may cancel before it takes effect.

9. Subscriber responsibilities

As a Subscriber you agree that:

1. You are responsible for the Subscriber Content you load, including the questions you ask, the staff names you display, and any artwork or logos you use, and you have the rights to use them.
2. You will tell Respondents, at or near the point where your QR code is displayed or on the feedback form, who you are and what their feedback will be used for. Our forms include a standard notice to help with this, but you remain responsible for it.
3. Before naming any employee in Service Champions or elsewhere on the Services, you will inform that employee and obtain any consent required by law.
4. For the Employee Voice feature, you will not try to identify anonymous staff members, take disciplinary action or retaliate against any employee because of feedback given, or use the feature as a substitute for your legal obligations under labour law, including grievance procedures.
5. You will not post fake feedback, pay or pressure people to leave positive feedback, selectively suppress feedback in a misleading way, or publish Feedback as a public review in a manner that misrepresents it. Doing so may breach sections 29 and 41 of the CPA.
6. You will only use Respondent contact details for the purpose for which they were given, and will only send direct marketing to Respondents who have opted in, in line with section 69 of POPIA and section 11 of the CPA.
7. You will treat Feedback about identifiable people fairly, and will not publish it in a way that is defamatory or infringes anyone's privacy or dignity.
8. For Staff Training, you have the rights to any training material you upload or link to, you will tell your staff how their names, answers and scores will be used, and you will use the results fairly and in line with labour law.
9. You will comply with all laws that apply to your business and your use of the Services.

10. Competitions and rewards

1. The Services allow you to offer a reward or competition to encourage feedback. You, not Service Sense, are the promoter of any such competition.
2. You are responsible for making sure it complies with the law, including section 36 of the CPA and its regulations (for example, rules on entry costs, publishing competition rules, prize value limits, draws and record-keeping) and, where relevant, the Lotteries Act 57 of 1997.
3. You are responsible for selecting winners, contacting them and delivering prizes. We are not liable for any competition you run.
4. Respondent contact numbers captured for a competition may be used only to administer that competition, unless the Respondent separately consents to marketing.

11. Personal information and POPIA

1. Your account information. Nexus Logic (Pty) Ltd (trading as Service Sense, registration number 2026/756972/07) is the responsible party for the personal information we collect to manage your account, billing, NLA referrals and our own marketing. How we handle it is explained in our Privacy Policy.
2. Feedback collected for you. For personal information collected from Respondents through your QR codes (such as names, contact numbers, comments and videos), you are the responsible party and Nexus Logic acts as your operator as defined in POPIA. In that role we will:
   • process that information only to provide the Services to you and as you instruct, or as required by law;
   • keep it confidential and apply appropriate, reasonable technical and organisational security measures as required by section 19 of POPIA;
   • notify you without undue delay if we reasonably believe it has been accessed or acquired by an unauthorised person; and
   • require our own service providers (sub-operators), such as our hosting, database and email providers, to protect it to a similar standard.
   These Terms constitute the written contract required between a responsible party and an operator under section 21 of POPIA.
3. Cross-border storage. Some of our service providers store or process data on servers outside South Africa. We use providers that are subject to laws, binding rules or agreements that give adequate protection, as required by section 72 of POPIA. By using the Services you consent to this transfer on your own behalf and confirm you are entitled to authorise it for your Respondents' information.
4. Retention. While your account is active we keep Feedback for as long as you keep it on the platform. After your account ends, you have 90 days to export your data, after which we delete or de-identify it, unless we must keep it longer by law or to resolve a dispute.
5. Anonymised data. We may use aggregated, anonymised data that does not identify you, your business or any person, to operate, secure and improve the Services and to produce general industry insights.
6. Your obligations. You are responsible for having a lawful basis to collect Respondents' information and for dealing with requests from Respondents to access, correct or delete their information. We will give you reasonable help to do so.

12. People who give feedback (Respondents)

1. Giving feedback is voluntary. Your feedback goes to the business that displayed the QR code, which is responsible for how it uses your information. Service Sense stores and processes it on that business's behalf.
2. Please be honest and respectful. Do not submit content that is false, abusive, threatening, discriminatory, or that shares someone else's private information.
3. If you record a video, make sure no one appears in it who has not agreed to be recorded.
4. If you complete a Staff Training project, your name (where the business asks for it), answers and score are shared with the business that set the training. Each name may complete a training round only once.
5. Employee Voice feedback is designed to be anonymous. Please do not include your name or details that could identify you or others if you wish to remain anonymous.
6. To prevent duplicate or automated submissions, the Services may store a technical marker on your device. This is not used to identify you personally.
7. You allow the business, and us on its behalf, to store, display and analyse your feedback for the purposes of the Services.
8. We may remove feedback that breaches these Terms. To ask about your personal information, contact the business directly, or email info@servicesense.co.za and we will pass your request on.

13. Prohibited use

You may not use the Services, or any QR code, link or form created with them, to:

• break any South African law, including the Cybercrimes Act 19 of 2020, POPIA, the CPA or the Copyright Act 98 of 1978;
• send people to phishing, scam, fraudulent or malicious websites, or impersonate another business, bank, government body or person;
• distribute malware or interfere with, probe, overload, scrape or reverse engineer the Services, or bypass any security or rate limit;
• send spam or unsolicited bulk messages;
• collect special personal information (such as health, religious or biometric information) or information about children, unless the law permits it and you have the necessary authorisation;
• publish hate speech, harassment, incitement to violence, or content that is defamatory, obscene or infringes anyone's rights;
• host or link to child sexual abuse material. We have zero tolerance for this: accounts will be closed immediately and reported to the South African Police Service and other relevant authorities;
• resell, sublicense or white-label the Services without our written agreement; or
• use the Services in any way that could harm our reputation, systems, other Subscribers or Respondents.

We may investigate suspected breaches, preserve relevant records, cooperate with law enforcement, and remove content or disable QR codes, forms or accounts as described in clause 20.

14. Nexus Logic Agents (NLAs)

1. Separate agreement. NLAs apply and are appointed through nexuslogic.co.za, under the Nexus Logic Agent Terms and Conditions. Those terms govern commission, payment and the NLA relationship. If they conflict with these Terms on an NLA matter, the NLA Terms prevail.
2. Independent contractors. NLAs are independent, commission-only resellers. They are not employees, partners, or joint-venturers of Nexus Logic, and they have no authority to make promises, grant discounts, accept payments, sign agreements or bind Nexus Logic in any way unless we confirm it in writing.
3. Your contract is with us. If you subscribe through an NLA, your agreement for the Services is with Nexus Logic on these Terms. Pay only through the Service Sense payment page, never directly to an NLA. Nexus Logic is not liable for any statement, promise or representation made by an NLA that is not contained in these Terms or our published pricing, to the extent permitted by law.
4. Reference codes. If you enter an NLA's reference code when signing up, you agree that we may share limited information with that NLA so that their commission can be calculated: your business name, Plan, number of locations or QR codes, and subscription status. We do not share your Feedback, Respondent data or payment details with NLAs.
5. NLA conduct. NLAs must represent the Services honestly and accurately, comply with POPIA and the CPA when approaching prospective Subscribers (including respecting any request not to be contacted), and must not use our name or trademarks except as we allow. NLAs must be approved by us before their reference code becomes active.
6. Complaints about an NLA. Please report any concern about an NLA's conduct to info@nexuslogic.co.za. We may suspend or terminate an NLA in terms of the NLA Terms.

15. Intellectual property

1. Nexus Logic and its licensors own all rights in the Services, including the software, design, templates, the Service Sense name and logo, and all website content, except Subscriber Content and Feedback.
2. While your subscription is active and you comply with these Terms, we grant you a limited, non-exclusive, non-transferable, revocable licence to use the Services and our print templates for your own business.
3. You keep ownership of your Subscriber Content. You grant us a non-exclusive, royalty-free licence to host, copy, process and display it only as needed to provide and support the Services.
4. With your prior permission, we may name your business as a customer in our marketing. You may withdraw permission at any time.
5. If you send us suggestions or ideas, we may use them freely without obligation to you.
6. If you believe material on the Services infringes your copyright or other rights, email info@servicesense.co.za with details of the material, its location and your rights. We will act on valid notices within a reasonable time.

16. Availability and warranties

1. We take reasonable care to keep the Services available, secure and working properly, but we do not guarantee uninterrupted, error-free or completely secure operation. Internet services depend on networks, devices and third-party providers outside our control, and load shedding and connectivity outages may affect availability.
2. We may carry out maintenance, preferably outside normal business hours, and will try to give notice of planned downtime that is likely to be significant.
3. To the extent permitted by law, the Services are provided "as is" and "as available", and we give no warranties other than those stated in these Terms or implied by law in a way that cannot be excluded. This does not limit your right under section 54 of the CPA, where it applies, to services performed in a timely manner and of a quality that people are generally entitled to expect.
4. You are responsible for checking printed QR codes before distributing them and for keeping your own copies of any data you need.

17. Limitation of liability

1. To the extent permitted by law, Nexus Logic, its directors, employees and agents will not be liable for any indirect, special or consequential loss, or for loss of profit, revenue, business, goodwill or data, arising from your use of, or inability to use, the Services.
2. To the extent permitted by law, our total liability for all claims arising from the Services in any 12-month period is limited to the total fees you paid us in the three (3) months before the event giving rise to the claim.
3. We are not liable for Feedback submitted by Respondents, for how you use Feedback or personal information, for any competition you run, or for the acts of NLAs or third-party providers, except where the loss was caused by our own negligence or breach of these Terms.
4. Nothing in these Terms limits or excludes liability for gross negligence, fraud, wilful misconduct, or any liability that cannot lawfully be limited, including under section 51 of the CPA.
5. Claims arising from the Services are claims against Nexus Logic (Pty) Ltd as a company. Directors, shareholders and employees are not personally liable, except where the law makes them so.

18. Indemnity

To the extent permitted by law, you indemnify Nexus Logic, its directors, employees and agents against any third-party claim, loss, fine or reasonable legal costs (on an attorney-and-client scale) arising from: (a) your Subscriber Content; (b) your collection or use of personal information through the Services; (c) any competition or reward you run; (d) your breach of these Terms or of any law; or (e) the acts of your Authorised Users. This does not apply to the extent the claim was caused by our own breach or negligence.

19. Third-party services

The Services rely on reputable third-party providers, including for hosting and database services, email delivery, payment processing, and content delivery and security. These providers are subject to their own terms. We choose them with care and require appropriate data protection, but we are not responsible for their acts or omissions beyond our own obligations under these Terms and the law.

20. Suspension and termination

1. You may close your account at any time as set out in clause 7.
2. We may suspend or restrict your account, or disable specific QR codes or content, immediately and without prior notice where reasonably necessary to protect Respondents, other users, our systems or our reputation, or to comply with the law, including where we reasonably suspect fraud, phishing, abuse or a serious breach of these Terms. We will tell you why as soon as reasonably possible.
3. For other breaches, including non-payment, we will give you written notice and 7 days to remedy the breach before we suspend or terminate.
4. We may end the Services generally, or a particular Plan, on at least 30 days' notice, with a pro-rata refund of any prepaid fees for the period after termination.
5. Accounts terminated for serious or repeated breaches are not entitled to a refund, unless the law requires otherwise.
6. On termination, your right to use the Services ends and your QR codes will stop collecting feedback. Clause 11.4 applies to your data. Clauses that by their nature should survive termination (including clauses 11, 15, 17, 18 and 24) remain in force.

21. Reporting abuse and security

1. If you come across a Service Sense QR code or form that you believe is being used for fraud, phishing, harassment or other abuse, please report it to info@servicesense.co.za with a photo or link of the QR code and its location.
2. If you discover a security vulnerability, please report it privately to the same address and give us reasonable time to fix it before disclosing it publicly. Do not access, change or delete data that does not belong to you.

22. Electronic communications and notices

1. You agree to receive communications from us electronically. In terms of ECTA, agreements concluded, and notices given, electronically (including by clicking "I agree", ticking a box or signing up online) are valid and binding.
2. We will send notices to the email address on your account, or show them on your dashboard. An email notice is regarded as received on the next business day after it was sent, unless you show otherwise.
3. Legal notices to us must be sent to info@servicesense.co.za and, for formal service of legal process, delivered to our domicilium address in clause 1.
4. We may send you service-related messages (such as billing, security and account notices) without separate consent. Marketing messages will only be sent in line with POPIA, and you can unsubscribe at any time.

23. Changes to these Terms

We may update these Terms from time to time. We will publish the updated version on this page with a new "last updated" date. If a change materially affects your rights, we will notify you by email or on your dashboard at least 30 days before it takes effect. If you do not agree, you may cancel before the change takes effect without penalty. Continued use after the effective date means you accept the updated Terms.

24. Disputes and governing law

1. These Terms are governed by the laws of the Republic of South Africa.
2. If you have a complaint, please email info@servicesense.co.za first. We will acknowledge it promptly and try to resolve it within 20 business days.
3. If the complaint is not resolved, either party may refer it to mediation or, where the CPA applies, you may approach the National Consumer Commission or another forum available to you under that Act.
4. Subject to your statutory rights, the parties consent to the jurisdiction of the Magistrates' Court having jurisdiction, in terms of section 45 of the Magistrates' Courts Act 32 of 1944, even if the amount in dispute exceeds its ordinary jurisdiction. Either party may still approach the High Court for urgent relief.

25. General

1. Force majeure. Neither party is liable for a delay or failure caused by events beyond its reasonable control, such as natural disasters, load shedding, widespread network or third-party outages, civil unrest, or government action. This does not excuse payment of fees for Services already provided.
2. Assignment. You may not transfer your rights or obligations under these Terms without our written consent. We may transfer them to a related company or to a successor to the Service Sense business, on notice to you, provided your rights are not reduced.
3. Whole agreement. These Terms, our Privacy Policy, our pricing page and, for NLAs, the NLA Terms, make up the whole agreement between us about the Services. A separate written agreement signed by both parties prevails over these Terms if they conflict.
4. Severability. If any clause is found to be invalid or unenforceable, it will be severed or read down to the extent necessary, and the rest of these Terms continue in force.
5. No waiver. If we allow you extra time or do not enforce a right immediately, we do not give up that right.
6. Plain language. These Terms are written to be understood by an ordinary person, as required by section 22 of the CPA. Headings are for convenience only.

26. Contact us