Ecommerce Terms & Conditions

This document sets out the general terms and conditions ("Service Terms") that apply between yourself and TravelShield (Pty) Ltd, a private company incorporated in the Republic of South Africa (Registration No. 2025/833150/07), with its registered address at Beyerspark, Boksburg, Gauteng.

You must agree to the Service Terms and any terms that apply to the Transaction Type set out in each Transaction Type Schedule. When you agree to a Transaction Type, you will be asked to agree to the Service Terms and any other schedules to the Service Terms that make up the entire agreement between you and TravelShield ("Agreement").

Please read these Service Terms carefully as they may exclude or limit our liability (responsibility) to you and impose legally binding obligations on you. You must decide whether the Service Terms are suitable and adequate for your needs. Unless an Applicable Law or Rule states otherwise, you accept all risks associated with your use of the Services.

TravelShield sells prepaid, time-bound access to a technology platform (the "TravelShield App") that connects travellers visiting South Africa to a network of independent, PSIRA-compliant armed response providers, accredited emergency medical services (EMS) providers, and roadside assistance providers. The service is a service contract, not an insurance product.

A Customer purchases a coverage period measured in days, during which the App provides the following features:

• Armed Response — one-tap panic button that dispatches the nearest available armed response vehicle from a network of over 4,500 vehicles across 330+ partner security companies.
• Medical Assistance — dispatch of private ambulance and advanced life support from over 1,060 vehicles across 120+ accredited EMS providers.
• Stand-By-Me Roadside — armed roadside protection while a Customer waits for a breakdown or tow service.
• 24/7 Command Centre — a live operations team that coordinates every dispatch and maintains contact with the Customer until the incident is closed.

You must comply with the Applicable Laws and Rules.

We will never ask Cardholders for their PIN or any other secret identifier.

Please advise us timeously should you have any enquiries or complaints from transactions with TravelShield so that we can resolve any disputes amicably.

All rates are quoted, invoiced and settled in ZAR (South African Rand). Any USD figures displayed on the website are an approximate conversion shown for international reference only and do not constitute the currency of the transaction.

You must let us know immediately if you become aware of or suspect fraud by any person.

You must let us know if you change your bank account from the time of booking and using the TravelShield service. We will confirm with you that we have received your notice. You must give us proof that the new bank account belongs to you.

Illegal activities — the sale of any good or service that violates any Applicable Law.

We will not participate in the following: certain adult-oriented products and services, illegal drugs, counterfeit goods, gambling businesses, money-making (get rich) businesses or tobacco products. This list will be updated when applicable.

If you use your card for an International Transaction, you might be charged at a higher rate than normal.

You must be alert that there may be exchange control implications per transaction, both for payments and for refunds. There is a time difference between the date on which the Transaction takes place and the date on which the Transaction is settled, and the refund may not match the original Transaction amount because of different exchange rates on the two dates.

TravelShield confirms that we comply with PCI DSS as set by PCI SSC to protect Card Information.

TravelShield provides a fair and reasonable refund policy for all services offered through the Services and the refund policy is in line with Applicable Laws.

The refund will be in line with the TravelShield refund policy. All refunds will use the same Card that was used for the original Transaction. You will receive a copy of the credit voucher.

Any disputes that you may have with TravelShield about a transaction will be directly settled between you and TravelShield.

For any Transaction, you must ensure that you authorise the Transaction and the use of the Card.

When authorising a transaction, you indicate that the Card has enough funds for the Transaction at the time, the Card is valid, and the person using the Card for payment is authorised to do so.

You will be charged the required fees and any commission for the transaction via your own bank. TravelShield will not fund these fees. The client will cover all associated banking fees.

You understand that when you communicate with us regarding the transaction, we do not always have direct personal contact with you.

We will act on all instructions, mandates, consents, resolutions and other documents that come from you or your authorised signatories ("Agents"), regardless of how you give them to us, whether through email, SMS, social media or by telephone (collectively, the "Instructions").

All Instructions that appear to come from you will be treated as yours. Due to problems such as equipment malfunction and distortion of electronic communication links, the Instructions may be different from those you sent but you will still be bound by them.

It is not possible for us to check if an Instruction is authentic or if the Agent is still authorised to act at the time of the Instruction. You must immediately let us know if a person is no longer authorised to act as your Agent.

TravelShield warrants that we conduct business in line with the highest standards of confidentiality, security and reputation. All information given to TravelShield must be true, accurate and complete.

You warrant that: you have the authority to enter into this Agreement; you are older than 18 years of age; and you are not in breach of any violations of any Applicable Law, Rule, judgement, order or decree.

TravelShield will not disclose or use any Confidential Information that you provide us unless you give us permission to do so. This does not prevent TravelShield from disclosing any Confidential Information that is public knowledge, or that they are legally compelled to disclose, or that they must give to any personnel who need it.

If either Party intends to publish any material about the Agreement (including any Intellectual Property) or make any other public statement about the relationship between them or about the Agreement, then that Party must first send it to the other Party in draft form for approval.

If the Agreement terminates, the Parties must immediately return to each other and permanently delete from all computer and/or electronic media all Confidential Information and materials that they have given to each other (including all copies), unless any obligations in terms of any Applicable Law or Rule prevent them from doing so.

All data TravelShield receives from you will be treated as confidential as we comply with all PCI DSS requirements or any other Rules or Applicable Laws.

We will disclose the data only to parties involved in the Transaction and then only as necessary to process the Transaction.

TravelShield complies with the Data Protection Laws and the Rules and will only process Data as set out in this Agreement or as agreed.

TravelShield will notify the other Party of any Data Compromise as soon as they become aware of it.

Both TravelShield and you are liable for Losses and Claims resulting from any misuse of Data, any failure to keep Data secure and/or a Data Compromise in your/our environment or under your/our control.

You give consent for us to collect your Personal Information from you and, where lawful and reasonable, from public sources for credit, fraud prevention and compliance purposes.

You confirm that if you give us Personal Information about or on behalf of other persons (including account signatories, shareholders, and beneficiaries), you are authorised to give us the Personal Information, consent on their behalf to the Processing of their Personal Information, and receive any privacy notices on their behalf.

• To provide you with the Services and any other products and services for which you may apply.
• To carry out statistical and other analyses to identify potential markets and trends and to evaluate and improve our business.
• In countries outside the country where the products or services are provided.
• By sharing your Personal Information with our third-party service providers, locally and outside the country where the products or services are provided.
• By sharing your Personal Information with SABRIC, SAFPS, Regulatory Authority or Sanctioning Body.
• Within the Group, as set out in privacy statements available on request.

You may use the IP only in a manner approved beforehand by us. You must respect the trademark and other Intellectual Property rights contained in the IP and not infringe on such rights.

We provide the TravelShield Services to you only. The Intellectual Property Rights therein or any content thereof (including content belonging to third parties) may not be distributed to any other person.

You indemnify us, hold us harmless and keep us indemnified against any Losses or Claims that we may incur or that we may be held liable for, including in connection with your failure to comply with the Rules or Applicable Laws.

You and TravelShield are not liable to each other for any indirect or consequential Losses or Claims (including loss of profit, revenue, anticipated savings, goodwill or other contracts, whether arising from negligence or breach of contract).

We also cannot be held liable for any Losses or Claims arising from a Force Majeure Event; any failure or malfunction in the Equipment, any electronic payment system, any Transaction Type or electronic device; or any delay in an electronic communication.

We make every effort to ensure that the TravelShield Services are continually available to you. However, availability is dependent on factors beyond our control, including downtime or other issues of any system operator, the availability and performance of the mobile telephone network or quality of internet service.

This clause does not exclude or limit any liability that, by law, is not capable of exclusion or limitation.

You may terminate the Agreement after 72 hours of signing up on our electronic platform, if we breach the Agreement and (where such a breach is remediable) if we do not remedy that breach within five business days after you notified us of the breach.

You can only terminate the Agreement through our Call Centre or by sending us an email to request closure. Your request to terminate is not valid until we acknowledge receipt of the request.

On termination, we may hold your funds for a period reasonably required for protection against the risk of liability to us or a third party.

The termination of the Agreement will not relieve either you or us of any obligations imposed by any Applicable Law.

If a dispute arises between the Parties in respect of this Agreement, then either Party may appoint senior representatives to resolve the dispute. These representatives will discuss the matter and negotiate in good faith to resolve the dispute on amicable terms within 14 days.

If the representatives cannot resolve the dispute, it will be submitted to and decided by a court of competent jurisdiction or, if both parties agree, Arbitration under the Rules of the Arbitration Foundation of Southern Africa (AFSA).

The laws of South Africa govern this Agreement and the relationship between us and you.

If any provision of the Agreement is found to be invalid or unenforceable, such provision will be struck from the Agreement and the remaining provisions will continue to be enforced.

We may change the Agreement on notice to you. If the revised Agreement includes a material change, we will try to give you at least 30 days' notice of the material change. You cannot change any term of the Agreement.