Terms of Use

2. Definitions

• "Raffine" refers to the platform, its operators, and affiliated entities.
• "Merchant" refers to the business entity or individual that registers for and uses the Service.
• "Subscriber" refers to the end customers of the Merchant whose failed payments Raffine attempts to recover.
• "Recovered Revenue" means subscription revenue successfully collected from a Subscriber following a previously failed payment, as a direct result of Raffine's retry or dunning activity within the active recovery window.
• "Success Fee" means the percentage of Recovered Revenue payable to Raffine as outlined in the Merchant's plan.
• "Playbook" means the automated recovery sequence (retry logic and communication steps) configured within the platform.

3. Account Registration

To use the Service, you must:

• Provide accurate, current, and complete information during registration.
• Maintain the security of your login credentials and API keys.
• Promptly notify us of any unauthorised access to your account.
• Be at least 18 years of age and have legal capacity to enter into a binding agreement.
• Operate a legitimate subscription business and comply with the terms of your connected payment processor (e.g. Paystack).

You are responsible for all activity that occurs under your account. Raffine is not liable for any loss resulting from unauthorised use of your account credentials.

4. The Service

Raffine provides an automated payment recovery platform that connects to your payment processor and performs the following on your behalf:

• Detecting failed subscription payments via webhook events from your payment processor.
• Executing automated payment retries according to your configured Playbook.
• Sending recovery communications (email, SMS where applicable) to Subscribers on your behalf.
• Providing analytics on recovery performance, failure reasons, and revenue outcomes.

Raffine acts as a service provider and agent of the Merchant. All recovery actions are taken on behalf of and under the authority of the Merchant. Raffine does not independently hold, move, or control Subscriber funds.

No guarantee of recovery: Raffine does not guarantee that any specific payment will be recovered. Recovery outcomes depend on factors outside our control including Subscriber payment method status, bank policies, and Subscriber behaviour.

5. Merchant Obligations

By using the Service, you agree to:

• Lawful basis for data: Ensure you have a valid legal basis to share Subscriber personal data with Raffine for the purpose of payment recovery. This includes complying with applicable data protection laws (GDPR, POPIA, or equivalent) in your jurisdiction.
• Communication compliance: Ensure that recovery emails and SMS sent on your behalf comply with applicable anti-spam and electronic communications laws in the jurisdictions where your Subscribers are located.
• Payment processor compliance: Maintain an active, valid account with your connected payment processor and comply with their terms of service. Raffine is not responsible for actions taken or restrictions imposed by your payment processor.
• Accurate configuration: Ensure your Playbook settings, sender details, and branding are accurate and do not misrepresent your business to Subscribers.
• Prohibited use: Not use Raffine to send communications that are misleading, harassing, or in violation of any applicable law. Not attempt to recover payments for fraudulent or disputed transactions.

6. Billing & Success Fees

6.1 Success Fee Model

Raffine charges a Success Fee only on Recovered Revenue — revenue that was successfully collected following a previously failed payment as a direct result of Raffine's intervention. If a payment is not recovered, no fee is charged.

6.2 Fee Rates

• Starter Plan: 20% of Recovered Revenue.
• Custom Plan: As agreed in writing between Raffine and the Merchant. Custom plans may include an optional monthly retainer in addition to the success fee.

6.3 Billing Cycle

Success fees are calculated and invoiced monthly based on Recovered Revenue in the prior calendar month. Raffine will provide a breakdown of recoveries and the resulting fee before charging.

6.4 Payment

Fees are charged to your registered payment method via Paystack. Failure to pay within 14 days of the invoice date may result in suspension of your account. Disputed charges must be raised within 30 days of the invoice date.

6.5 What counts as Recovered Revenue

A payment is counted as Recovered Revenue only when: (a) it was previously failed and logged by Raffine, (b) it was subsequently successfully charged within the active recovery window defined by the Merchant's Playbook, and (c) the successful charge occurred during an active Raffine session for that Subscriber.

Payments that succeed independently of Raffine's retry activity (e.g. the Subscriber updates their payment method directly and the payment processor automatically retries) are not counted as Recovered Revenue.

6.6 Price Changes

Raffine reserves the right to adjust fee rates with 30 days' written notice to Merchants. Continued use of the Service after the effective date constitutes acceptance of the updated fees.

7. Data & Privacy

Your use of the Service is also governed by our Privacy Policy, which is incorporated into these Terms by reference.

Data processing relationship: For the purposes of applicable data protection law, Raffine acts as a data processor when handling Subscriber personal data on your behalf. The Merchant is the data controller. By using the Service, you acknowledge this relationship and agree to our data processing activities as described in the Privacy Policy.

API credentials: Merchant API keys and integration credentials are encrypted at rest. Raffine staff access these credentials only where strictly necessary to deliver or support the Service.

Aggregate data: Raffine may use anonymised and aggregated data derived from platform activity (e.g. overall recovery rates, failure category distributions) to improve the Service and for industry benchmarking. This data will never identify individual Merchants or Subscribers.

8. Intellectual Property

All rights in the Raffine platform, including software, algorithms, playbook logic, documentation, and branding, remain the property of Raffine. Nothing in these Terms transfers any ownership of intellectual property to the Merchant.

You grant Raffine a limited, non-exclusive licence to use your branding, logo, and email settings solely for the purpose of sending recovery communications on your behalf.

9. Service Availability

We target 99.9% platform uptime, excluding scheduled maintenance. We will provide advance notice of planned maintenance where possible.

Raffine is not liable for recovery failures, missed retries, or undelivered communications arising from:

• Downtime or API failures at your payment processor.
• Failures in third-party email or SMS delivery providers.
• Force majeure events beyond our reasonable control.
• Misconfiguration of your Merchant account or Playbook settings.

10. Limitation of Liability

To the maximum extent permitted by applicable law, Raffine's total cumulative liability to any Merchant for any claims arising out of or relating to these Terms or the Service shall not exceed the total Success Fees paid by that Merchant to Raffine in the three (3) months preceding the event giving rise to the claim.

In no event shall Raffine be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of revenue, loss of profits, loss of data, or loss of business opportunity, even if advised of the possibility of such damages.

Nothing in these Terms limits liability for fraud, death or personal injury caused by negligence, or any liability that cannot be excluded by law.

11. Indemnification

You agree to indemnify, defend, and hold harmless Raffine and its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and costs (including legal fees) arising from:

• Your violation of these Terms.
• Your violation of any applicable law or third-party rights.
• Your failure to obtain a valid legal basis for sharing Subscriber data with Raffine.
• Claims by Subscribers arising from recovery communications sent on your behalf.
• Your breach of your payment processor's terms of service.

12. Termination

12.1 By you

You may close your Raffine account at any time through your account settings. Active recovery sessions will be wound down within 48 hours of account closure. You remain liable for any Success Fees accrued up to the date of closure.

12.2 By Raffine

Raffine may suspend or terminate your account immediately and without notice if:

• You materially breach these Terms and fail to remedy the breach within 7 days of notice.
• You fail to pay outstanding fees within 14 days of the due date.
• We reasonably believe your use of the Service is fraudulent or illegal.
• Your payment processor terminates or suspends your account.
• Continuing to provide the Service would expose Raffine to legal or regulatory risk.

12.3 Effect of Termination

On termination, your access to the platform ceases. We will retain your data in accordance with our Privacy Policy. Sections 6, 7, 8, 10, 11, and 13 of these Terms survive termination.

13. Governing Law

These Terms are governed by the laws of the Republic of South Africa, without regard to conflict of law principles. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of South Africa, unless otherwise required by mandatory consumer protection laws in your jurisdiction.

If you are located in the European Union, you may also have the right to bring proceedings in the courts of your country of residence.

14. Changes to Terms

We reserve the right to update these Terms at any time. Where changes are material, we will provide at least 30 days' notice via email or in-app notification before they take effect. Your continued use of the Service after the effective date constitutes acceptance of the revised Terms.

If you do not agree to the revised Terms, you must stop using the Service before the changes take effect.