Terms of Service

Agreement

These Terms of Service (“Terms”) are a contract between you and Shaka Labs Ltd (“Shaka”, “we”, “us”) for Shaka, the company email service. The public site is shaka.rw; webmail is at mail.shaka.rw, with related desktop, mobile, CLI, and API access.

By creating an organisation, signing in, paying, or using the service, you agree to these Terms, the Privacy Policy, and the Refund Policy. If you use the service on behalf of an organisation, you confirm you have authority to bind it.

If your organisation has a signed Master Service Agreement with us, that agreement prevails over these Terms where they conflict. Effective date: 23 August 2026.

Who we are

Shaka Labs Ltd operates Shaka from Kigali, Republic of Rwanda. Company and tax identification numbers are available on request at info@shaka.rw or +250 799 762 749. The public company site is shaka.rw.

The service

Shaka provides organisation-scoped company email on your domain: webmail, optional Gmail forwarding, outbound sending, organisation chat, an optional AI assistant, a Client Mailbox API, and online-only desktop, mobile, and CLI shells. Mail stays on our servers; native apps are not offline mail clients.

We may change features, limits, or processors as the product evolves. Material reductions of paid features will be announced with reasonable notice where practicable.

Accounts and organisations

Each organisation is tied to a domain. Organisation administrators create mailboxes, set delivery mode (in-app, forward, or both), manage API keys, and are responsible for who has access.

• Keep passwords and session devices under your control. You are responsible for activity on your mailboxes.
• Forwarding only works to destinations verified in Cloudflare Email Routing. You must have the right to receive mail at any forward address.
• Mailboxes are subject to storage, send, and receive limits published on the pricing page.
• We may suspend a mailbox or organisation for unpaid plans, abuse, or legal risk.

Acceptable use

You may not use the service to:

• Send spam, phishing, malware, or unsolicited bulk mail, or otherwise violate anti-spam or telecom rules.
• Infringe intellectual property, privacy, or other rights, or process unlawful content.
• Probe, disrupt, or overload the service, or circumvent quotas, authentication, or billing.
• Misrepresent your identity or the From address in a way that deceives recipients.
• Use the API or CLI to harass, scrape third-party systems without authorisation, or resell the service without our written consent.

Outbound mail is sent through our sending provider. We may rate-limit, reject, or require additional verification if sending looks abusive or harms deliverability for other customers.

Email, storage, and deletion

Inbound mail is received via Cloudflare Email Routing and stored in our database and object storage (attachments). Soft-deleted mail stays in Trash until permanently deleted. We are not obliged to retain mail after permanent deletion, account closure, or expiry of an unpaid organisation, except where law requires.

Email is not end-to-end encrypted in transit through our stack or at rest as a customer-held key. Administrators of your organisation, and Shaka Labs Ltd personnel with a need to operate or secure the service, may access content as described in the Privacy Policy.

AI assistant

The optional assistant can read mailbox metadata and content, chats (read-only), profile, and billing in order to help you, and can draft or send mail when you ask. Content you submit to the assistant is processed by Workers AI. Do not use the assistant if you cannot accept that processing. We do not use your mailbox content to train a public foundation model of our own.

Chat

Organisation chat is limited to users on the same email domain. Messages are stored on our servers and are private to chat members — this is product access control, not end-to-end encryption.

API, CLI, and apps

API keys, CLI device approvals, and native apps act with the permissions of the bound mailbox. You must store keys securely, rotate them if leaked, and revoke access you no longer need. Webhooks you configure must be kept secret and must only receive mail you are entitled to process.

Fees and billing

Staff mailboxes are billed in Rwandan francs (RWF) on published slab prices, monthly or yearly, paid in advance by Mobile Money (MTN or Airtel Rwanda). Yearly billing is charged as ten months for twelve months of service. “Cancel anytime” means you need not pay for a further period; it is not a promise of a cash refund. Refunds follow the Refund Policy.

Prices may change for future periods. Taxes, if applicable, are extra unless we state otherwise. Failed or expired plans may block new mailboxes and, after notice, restrict the organisation.

Independent partners who refer paying organisations are paid under the Affiliate Program Terms. Client fees are not reduced by partner commissions.

Privacy and customer data

How we handle personal data is described in the Privacy Policy. For mailbox, chat, and attachment content of your organisation, you are the controller and we are the processor, on the terms of the Data Processing Agreement which is incorporated into these Terms. You warrant that you have a lawful basis to collect and store that content with us.

Intellectual property

We and our licensors own Shaka, including software, branding, and documentation. You retain rights in your content. You grant us a worldwide licence to host, transmit, display, and back up that content solely to provide and secure the service.

Third-party services

The service depends on processors including Cloudflare, Resend (and its email infrastructure), IntouchPay for Mobile Money, and browser or device push services. Their outages or policy changes can affect Shaka. We are not responsible for third-party sites you link to from mail or chat.

Disclaimers

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE”. TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, UNINTERRUPTED ACCESS, AND DELIVERABILITY OF ANY PARTICULAR MESSAGE. Email can be delayed, filtered, or lost. We do not promise a specific uptime percentage.

Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, Shaka Labs Ltd WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, DATA, OR GOODWILL, EVEN IF ADVISED OF THE POSSIBILITY.

Our total liability arising out of these Terms is limited to the fees you paid us for the organisation in the twelve months before the claim, or 50,000 RWF if no fees were paid. Nothing limits liability that cannot be limited under Rwandan law (including fraud or death or personal injury caused by negligence, where such rules apply).

Indemnity

You will defend and indemnify us against claims, damages, and costs arising from your content, your use of the service, or your breach of these Terms, including claims that mail you send is unlawful or infringing.

Suspension and termination

You may stop using the service at any time. We may suspend or terminate access immediately for unpaid fees, acceptable-use violations, legal risk, or if the service is discontinued. On termination we may delete organisation data after a reasonable wind-down, subject to the Data Processing Agreement and the Privacy Policy.

Changes

We may update these Terms by posting a new version on this page and updating the effective date. Continued use after the effective date constitutes acceptance. If a change is material, we will take reasonable steps to notify organisation administrators (for example by email to a known admin mailbox).

Governing law

These Terms are governed by the laws of the Republic of Rwanda, without regard to conflict-of-law rules. Courts of competent jurisdiction in Rwanda have exclusive venue, except that we may seek injunctive relief elsewhere to protect the service.

Contact

Questions about these Terms: info@shaka.rw or +250 799 762 749.