Terms and Conditions

Last updated: 15 Oct 2026

These terms apply when you use nelcapetown.com or buy a service from us. They are written to be read. If anything is unclear, ask us before you buy.

1. Who we are

"We", "us" and "our" mean NelCapeTown (Pty) Ltd. "You" means the person or business buying from us.

2. What these terms cover

• WhatsApp Business Setup is a fixed-price, once-off service, described in section 3.
• Bespoke work (automation, integrations, AI solutions) is quoted separately in writing. Each quotation sets its own scope, price and timeline. These terms apply to it as well, unless the quotation says otherwise.

By ordering or paying, you agree to these terms.

3. WhatsApp Business Setup: what is included

For one business and one phone number, we will:

1. Complete the initial setup of your WhatsApp Business account, including your business profile.
2. Set up a greeting message and an away message.
3. Upload a product catalogue of up to 10 products. You supply the images and descriptions.
4. Set up up to 10 quick replies.
5. Hand the account over to you and show you how to use it.
6. Provide one one-hour support session within seven (7) days after handover.

What is not included (bespoke work, quoted separately): syncing your stock or inventory with your catalogue; sending orders to your order system; payment, shipping or delivery automation; AI replies; integrations with other systems; more than 10 products or quick replies; more than one number; advertising and click-to-WhatsApp ad setup; and training beyond the one session. We will gladly supply you with a quote if you require any of these additional services.

A catalogue set up under this service is managed by you. You update the products, prices and stock levels yourself.

4. Timing and support

• We complete the setup within seven (7) calendar days after both (a) your payment has cleared in our account (or PayFast has confirmed it), and (b) we have received all the material and access we need from you. If you are slow to supply either, the time starts when everything is in our possession.
• The support session is one session of up to one hour, to be used within seven days after handover. We will always try to be helpful if you have a question afterwards, but additional support beyond that session is charged at a negotiable hourly rate, agreed with you in advance.

5. What we need from you

• A separate business mobile phone number that is not used as your personal WhatsApp number. We advise against using a personal number, because it mixes customers with friends and family. A low-cost eSIM or a spare handset works well.
• The product names, prices, descriptions and images for the catalogue. You must own the images or have the right to use them.
• Your business details for the profile and the greeting, away and quick-reply messages.
• A Facebook login and business Page, if you want them linked.
• A short call with you to link our access (see section 7).

6. Price and payment

• The price is the one shown on the service page when you order, in South African rand. Payment is made online through PayFast or via EFT into our bank account.
• Payment is due in full before we start work. We will email you a confirmation and invoice. For EFT transaction, the money must reflect in our bank account in addition to any proof of payment that you may provide. No cash deposits into our bank account will be accepted.
• We do not see or store your card or bank details. PayFast handles them under its own terms.

7. Access to your account

• To do the work, we need temporary access to your WhatsApp Business account, usually by linking a device with a code, or by working with you in a screen-sharing call.
• We never need your passwords or the verification codes sent to your phone. Do not share them with anyone, including us.
• You authorise us to use that access only to do the work you ordered.
• We remove our access at handover. You can remove it yourself at any time (in WhatsApp under Linked devices).
• You stay the owner of your account, number, content and customer conversations. We do not keep control of anything.

8. Cancellation and refunds

• Before we start work: you may cancel and we will refund you in full.
• After we have started: we may keep a fair portion of the price for the work done, and refund the rest.
• If we cannot deliver the service as described (for reasons on our side) within the agreed time, we will either complete it at no extra charge or refund you.
• Refunds are paid to the original payment method, normally within 7 days.
• Nothing in these terms limits any right you have under the Consumer Protection Act or any other law.

9. Meta, WhatsApp and third parties

• WhatsApp, Facebook and Instagram are products of Meta Platforms. We are independent from Meta and are not endorsed by, affiliated with or sponsored by it.
• Your account is subject to Meta's own terms and policies (for example the WhatsApp Business Terms and Commerce Policy). You are responsible for following them, including what you sell and how you contact customers.
• Meta controls its platforms. It can change features, fees or rules, and it can restrict, suspend or refuse accounts and catalogue items. We cannot guarantee that Meta will approve, keep active or not restrict your account, and we are not responsible for Meta's decisions.
• PayFast and other third-party services are independent from us and provide their own terms.

10. Bespoke work

Bespoke work follows a written quotation that states the scope, price, timeline, what we need from you and what we will deliver. Work starts when you accept the quotation in writing and may require a percentage deposit. Changes to the scope are agreed in writing and may change the price or the timeline. Where the work involves your customers' personal information, we will agree a data processing arrangement as part of the quotation (see our Privacy Policy).

11. Intellectual property and your content

• Your logos, product images, text and customer data remain yours. You allow us to use them only to deliver the service.
• The wording we write for you (greetings, quick replies) is yours to use once you have paid.
• Our own tools, templates, methods and know-how remain ours.
• With your consent, we may describe the work in general terms (without your confidential or customer information) to show what we do.

12. Our responsibility

• We carry out the work with reasonable skill and care.
• To the fullest extent the law allows, our total liability for any claim relating to a service is limited to the amount you paid us for that service, and we are not liable for indirect or consequential loss, such as lost profit or lost sales.
• We are not liable for problems caused by Meta, your phone network, your own content or instructions, or events outside our reasonable control.
• This section does not remove any right you have under the Consumer Protection Act, or exclude liability that the law does not allow us to exclude.

13. Using our website

You may use our website for lawful purposes. Do not try to disrupt it, access it without permission or copy its content for resale. We try to keep the information on it accurate, but it may change without notice.

14. Privacy

How we handle personal information is explained in our Privacy Policy.

15. Changes

We may update these terms. The terms in force when you order apply to that order. We will post changes on this page with the date they take effect.

16. Law and disputes

These terms are governed by South African law. If something goes wrong, email us first at nel@nelcapetown.com, and we will try to resolve it in good faith. If we cannot, the courts of South Africa have jurisdiction, and you can also approach the National Consumer Commission or another body that the law provides.

17. Contact

nel@nelcapetown.com