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Purpose

This Master Service Agreement (“MSA”) is a template for organisations that want a signed contract with Shaka Labs (“Supplier”) for Shaka. Self-serve customers are bound by the Terms of Service alone. If this MSA is signed, it prevails over the clickwrap Terms where they conflict.

Effective as a public template on 16 October 2026.

Parties

Supplier: Shaka Labs, a private company limited by shares registered by RDB, company code and TIN 156935461, registered office Kaminuza, Bugoyi, Gisenyi, Rubavu District, Western Province, Republic of Rwanda. Notices: info@shaka.rw or +250 799 762 749. Company site: shaka.rw. Service: mail.shaka.rw.

Customer: the legal entity named on the Order Form, acting through an authorised signatory. The Customer’s domain and organisation in the product must match the Order Form.

Structure and order of precedence

The agreement comprises, in descending order of precedence:

• This MSA (including any signed amendments).
• The Order Form (domain, mailbox count, plan, term, fees).
• Data Processing Agreement.
• Refund Policy.
• Terms of Service and Privacy Policy, as published on the effective date of the Order Form.

Marketing pages, quotes, and assistant answers are not contractual unless attached to the Order Form.

Order Form

Each Order Form should state at least:

• Customer legal name and notice email.
• Hosted domain and organisation display name.
• Plan (monthly or yearly) and mailbox quota.
• Fees in RWF and billing method (Mobile Money unless otherwise agreed).
• Start date and initial term.
• Any additional services (for example assisted DNS) that are in scope.

Work begins when the Order Form is signed (including electronic signature) or when the Customer pays the first invoice or Mobile Money request under it, whichever is first.

Services

Supplier will provide Shaka as described in the product and the Order Form: organisation email hosting, web access, optional native shells and CLI, and API access if enabled. Supplier does not promise a numerical uptime SLA unless a separate exhibit is signed. Email deliverability depends on DNS, recipient filters, and sending reputation.

Customer responsibilities

The Customer will:

• Complete DNS and domain steps reasonably required to send and receive mail.
• Keep administrator access accurate and revoke leavers promptly.
• Use the service in line with acceptable use in the Terms.
• Pay fees when due. Late unpaid fees may suspend mailbox creation or the organisation after notice.

Fees

Fees follow the Order Form. If the Order Form is silent, published slab prices apply. Prepaid periods, yearly “ten months for twelve”, and refunds follow the Refund Policy unless the Order Form states a different commercial term. Fees are the full price: Supplier is not registered for VAT, so no VAT is added. If Supplier registers for VAT, it will quote fees including VAT.

Term and renewal

The initial term is as on the Order Form. Unless either party gives notice of non-renewal at least thirty days before the end of the then-current term, the Order Form renews for successive periods equal to the initial term (monthly or yearly). Either party may terminate for material breach if the breach is not cured within thirty days after written notice. For unpaid fees, Supplier gives written notice and may suspend no earlier than 7 days after it, and may terminate if fees remain unpaid fifteen days after that notice. Either party may terminate on written notice if the other uses the service unlawfully. After termination, “When a plan ends” in the Terms applies to Customer content.

Data protection

The Data Processing Agreement applies to Customer content. Each party will comply with Rwanda Law Nº 058/2021 to the extent it applies to that party’s role.

Confidentiality

Each party will protect the other’s non-public business information with reasonable care and use it only to perform this MSA. Exceptions: information that is public, independently developed, or required to be disclosed by law (with notice where lawful). Customer mailbox content is also protected as set out in the DPA.

Warranties

Supplier warrants that it will provide the service in a professional manner consistent with an online email host of its size. Except as stated, the service is provided as described in the Terms’ disclaimer. Customer warrants that it has authority to bind the organisation and a lawful basis to store its content with Supplier.

Limitation of liability

Subject to the same non-excludable liabilities as in the Terms, each party’s aggregate liability under this MSA in a twelve-month period is limited to the fees paid or payable under the applicable Order Form in that period. Neither party is liable for indirect, incidental, special, consequential, or punitive damages, or lost profits, to the extent waivable under Rwandan law. Nothing limits liability for fraud, gross negligence, wilful misconduct, or anything else that Rwandan law does not allow to be limited.

Indemnities

Customer will indemnify Supplier against third-party claims arising from Customer content, mail the Customer sends, or Customer’s unlawful use. Supplier will indemnify Customer against third-party claims that the unmodified Shaka application, as provided by Supplier, infringes a copyright or trademark, excluding claims based on Customer content, combinations, or misuse. The indemnified party must give prompt notice and reasonable cooperation.

Publicity

Neither party will issue a press release, or use the other’s name or logo in marketing or a customer list, without the other’s prior written consent.

General

Governing law and venue: the Republic of Rwanda, courts of Rwanda. Notices: email to the addresses on the Order Form and info@shaka.rw, or a call to +250 799 762 749, is sufficient. Assignment: neither party assigns without consent, except to an affiliate or successor in a merger or sale of the business. Waiver and severability: usual construction. Entire agreement: this MSA plus Order Form and incorporated policies. Counterparts and electronic signatures are valid.

Signature

To execute this MSA, both parties sign an Order Form that references this page (or an attached copy). Signing below on a downloaded copy also works if the Order Form details are completed.

Supplier: Shaka Labs. Authorised signatory: name, title, date.

Customer: legal name. Authorised signatory: name, title, date.