Amabwiriza y'Ikoreshwa

Agreement

These Terms of Service (“Terms”) are a contract between you and Shaka Labs (“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: 16 October 2026 (version 2026-10-16).

Who we are

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.

Contact us at info@shaka.rw or +250 799 762 749. A person answers Monday to Friday, 8:00 to 17:00 Kigali time. 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, AI assistance, 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. If we reduce a paid feature in a material way, we follow the notice rules in “Changes to these Terms”.

Domains

Shaka Labs is not a domain registrar. If you ask us to register a domain, we register it in your organisation’s name through an accredited registrar (for .rw names, AOS, an accredited .rw registrar). Your organisation is the domain holder, and the registry’s and the registrar’s rules apply to the domain. We show the yearly domain fee before you pay.

If you already own a domain, you keep your registrar and we connect it to the service at no charge.

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 only as described in “Suspension and termination”.

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 do not keep mail after you or an administrator permanently delete it, except where law requires.

You can download a copy of your mail at any time from your Profile, under Your data, Download my mail. What happens to mail when a plan ends is described in “When a plan ends”.

Email is not end-to-end encrypted. Shaka Labs platform staff, and your organisation’s administrator (the info@ mailbox of your domain), can open the mailboxes of your organisation for support or administration. Every such access is logged. Details are in the Privacy Policy.

AI assistance

When you open an email, its text is sent to Cloudflare Workers AI to suggest replies. In chat, the last message is sent to suggest replies. The assistant, when you use it, can read mailbox content, chats (read-only), profile, and billing to help you, and can draft or send mail when you ask.

You can turn this off in your Profile, under AI assistance. Neither we nor Cloudflare use your content to train AI models. The models we use are listed in the Privacy Policy.

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. Nothing renews by itself: you choose whether to pay for the next period.

Prices shown are the full price. We are not registered for VAT, so no VAT is added. If we register for VAT, we will show prices including VAT.

You can cancel within 7 days of your first payment for a full refund of mailbox fees. After that, cancelling means you do not pay for a further period; the period already paid is not refunded. Details are in the Refund Policy.

We may change prices for future periods. We tell organisation administrators by email at least 30 days before a higher price applies to them.

Independent partners who refer paying organisations are paid under the Affiliate Program Terms. Clients pay the same published prices whether or not a partner referred them.

When a plan ends

If your organisation does not renew by the end of its paid period:

• Your mail keeps being received and stored, and you can still sign in, read, and download it.
• For a grace period of 14 days, sending also keeps working. You cannot add mailboxes until you renew.
• After the grace period we may stop sending from your mailboxes. We email the organisation administrator at least 7 days before we do.
• We keep your mail for at least 60 days after the grace period ends. We email the organisation administrator at least 14 days before we delete anything.
• If you renew at any point before deletion, everything works again as before.

You can download a copy of your mail at any time from your Profile, under Your data, Download my mail.

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 store 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, Google (sign-in and web fonts), 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. This does not take away any right you have as a consumer under Rwandan law.

Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, SHAKA LABS 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 in these Terms limits or excludes liability for fraud, gross negligence, wilful misconduct, death or personal injury caused by negligence, or any other liability that Rwandan law does not allow us to limit or exclude.

Indemnity

You will defend and indemnify us against claims, damages, and costs arising from your content 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 end access only in these cases:

• Unpaid fees: we first give written notice by email to the organisation administrator, then wait at least 7 days before suspending. “When a plan ends” explains what keeps working.
• Serious abuse, such as spam, phishing, or malware sent from your mailboxes: we may block sending at once to protect other customers and recipients, and we tell you why by email the same day. For other breaches of acceptable use, we give written notice and at least 7 days to fix the problem first.
• A court, regulator, or the law requires it.
• We discontinue the service: we give at least 60 days’ notice by email and refund the unused part of any prepaid period.

Before we delete organisation data after termination, we keep it and give notice as set out in “When a plan ends”, subject to the Data Processing Agreement and the Privacy Policy.

Changes to these Terms

We may update these Terms. For a material change (one that reduces your rights, adds obligations, or raises costs), we email organisation administrators at least 30 days before it takes effect. If you do not accept the change, you can cancel before it takes effect and we refund the unused part of your prepaid period, pro rata. A material change does not bind you just because you keep using the service.

Changes that only correct errors, clarify wording, or follow a change in law may take effect when we post them here with a new effective date.

Complaints

If something goes wrong, write to info@shaka.rw with the subject “Complaint”, or call +250 799 762 749. We acknowledge your complaint within 2 working days and give you a full answer within 15 working days.

If you are not satisfied with our answer, you can complain to the Rwanda Inspectorate, Competition and Consumer Protection Authority (RICA). For complaints about personal data, you can contact the National Cyber Security Authority (NCSA).

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 decide disputes. Either party may ask any competent court for urgent relief, such as an injunction, to stop serious harm. Nothing here takes away your right to use the complaint routes above.

Contact

Questions about these Terms: info@shaka.rw or +250 799 762 749, Monday to Friday, 8:00 to 17:00 Kigali time.