Terms of Service

Symple-Normics (Pty) Ltd (Registration No. 2022/256817/07), trading as Symplenormics (“we”, “us”, “our”), develops and operates NormiOps, a platform used by insurance companies and administrators (“customers”, “you”) to administer policies and communicate with their policyholders. By registering for or using NormiOps, you agree to these Terms of Service.

To use NormiOps, you must register an account and provide accurate, complete information about your business. You are responsible for:

• Keeping your account credentials, API keys, and access tokens confidential
• All activity that takes place under your account, including actions taken by your own staff or integrations
• Ensuring your use of NormiOps, and the information you load into it, complies with applicable law, including POPIA and FSCA requirements that apply to your business
• Notifying us promptly if you become aware of unauthorised access to your account

NormiOps includes WhatsApp, SMS, and email communication features. Where you use the WhatsApp Business Platform through NormiOps, you must comply with Meta's WhatsApp Business Terms, Business Messaging Policy, and Commerce Policy, including:

• Obtaining valid opt-in consent from a recipient before messaging them
• Not sending unsolicited, spam, or bulk messages to recipients who have not consented
• Not sending prohibited content (including content Meta classifies as deceptive, abusive, or otherwise in breach of its policies)
• Honouring opt-out requests (e.g. “STOP”) promptly

You are solely responsible for the content of messages sent through your account and for maintaining the consent records required to justify sending them. A violation of Meta's policies by your account can result in your WhatsApp access being restricted or revoked by Meta directly, independently of anything we do.

Use of NormiOps is subject to the subscription and usage fees set out in your order form or agreement with us. Separately, Meta charges for WhatsApp messages sent through the WhatsApp Business Platform according to its own, independently-set pricing. These Meta/WhatsApp messaging charges are passed through to, and remain the responsibility of, the customer sending the messages — we do not absorb or discount them. You are responsible for monitoring your own messaging volumes and the charges they incur.

We may suspend or terminate your access to NormiOps, in whole or in part, if you breach these Terms, if your use of the platform puts messaging quality or deliverability at risk for other customers (including a pattern of complaints, blocks, or policy violations reported by Meta or another sub-processor), or if required to do so by a sub-processor or regulator. Where reasonably possible, we will give you notice and an opportunity to remedy the issue first.

How personal information is processed on NormiOps, and the role Symplenormics plays as operator (not responsible party) for your policyholders' data, is set out in our Privacy Policy. Information on requesting deletion of data is available on our Data Deletion page.

We aim to keep NormiOps available and performant, but core communication features depend on third-party platforms we do not control — principally Meta's WhatsApp Business Platform, and also Twilio, SendGrid, BulkSMS, and AWS. An outage, policy change, rate limit, or access restriction imposed by any of these providers can affect NormiOps' availability or functionality, and we are not liable for service interruptions caused by a third-party provider acting outside our control.

To the maximum extent permitted by law, Symplenormics is not liable for any indirect, incidental, or consequential loss arising from your use of NormiOps, including loss of revenue, business, or data. Our total liability to you for any claim arising out of these Terms is limited to the fees you paid us for NormiOps in the three months preceding the event giving rise to the claim. Nothing in these Terms limits liability that cannot lawfully be limited.

On termination of your account, your access to NormiOps ends. We retain your data only for as long as described in our Privacy Policy and as required by applicable record-keeping law (including FSCA and insurance legislation requirements), after which it is deleted or anonymised, subject to any legally required retention (e.g. billing and tax records).

These Terms are governed by the laws of the Republic of South Africa, and any dispute arising from them is subject to the jurisdiction of the South African courts.

We may update these Terms from time to time. The “Last Updated” date above reflects the most recent revision. Continued use of NormiOps after a change takes effect constitutes acceptance of the updated Terms.

Questions about these Terms can be sent to batseba@symplenormics.co.za or via our Contact page.