Digital Service Delivery Policy

This Digital Service Delivery Policy applies to LockLayer ONE, the cloud-based governance, risk and compliance software service provided by LockLayer Cyber (Pty) Ltd, trading as LockLayer Cyber ("LockLayer", "we", "us" or "our").

1. Digital service only

LockLayer ONE is an online business software service. LockLayer does not sell or ship physical products as part of a LockLayer ONE subscription.

No courier delivery, postal delivery or physical collection is required to receive the subscribed service.

2. No shipping charges

Because LockLayer ONE is delivered digitally, there are no shipping, courier or physical-delivery charges associated with a standard LockLayer ONE subscription.

The price presented during checkout, in a quotation, order or other applicable commercial documentation relates to the digital service and any separately identified services or charges.

3. How LockLayer ONE is delivered

Delivery of LockLayer ONE occurs electronically. Depending on the Customer's purchase and onboarding stage, activation generally involves:

1. registration or creation of an authorised LockLayer ONE account;
2. creation of or access to the relevant organisation workspace;
3. selection or confirmation of the applicable subscription;
4. successful payment confirmation where payment is required;
5. completion of any necessary account or transaction verification; and
6. activation of the applicable subscription access.

Once activated, the Customer accesses LockLayer ONE online using its authorised account credentials. There is no physical delivery.

4. Trial delivery

Eligible Customers may receive a 14-day trial of LockLayer ONE. Trial access is delivered electronically after the applicable registration and account-activation process has been completed.

Trial functionality or usage limits may differ from a paid subscription. Continued paid access after a trial may require the Customer to select a subscription and successfully complete payment.

5. Paid subscription activation

Where a Customer purchases a paid subscription online, activation normally occurs after LockLayer receives or can verify successful payment confirmation from the applicable payment provider and the required account setup has been completed.

Payment may be processed through third-party payment providers, including PayFast or Paystack where enabled.

A payment appearing as pending, incomplete, failed or unverified may delay activation until the transaction status can be confirmed.

6. Normal delivery timing

Digital subscription access is normally made available as soon as reasonably practicable after successful registration, payment confirmation and account activation.

Many online activations may occur promptly after payment confirmation. However, LockLayer does not guarantee instantaneous activation because delivery may depend on payment-provider confirmation, account verification, security checks, technical availability or other circumstances outside LockLayer's direct control.

7. Possible activation delays

Activation may be delayed where, for example:

• a payment remains pending or cannot be verified;
• the payment provider reports a failed or reversed transaction;
• required registration information is incomplete;
• additional account or transaction verification is reasonably required;
• a security concern requires investigation before access can safely be enabled;
• there is a temporary technical or third-party infrastructure disruption; or
• a separately agreed enterprise onboarding process must first be completed.

Where reasonably practicable, LockLayer will take appropriate steps to investigate and resolve an activation problem reported by the Customer.

8. Failed digital delivery

If a Customer has successfully completed payment but does not receive the corresponding subscription access, the Customer should contact LockLayer at limpho@locklayercyber.co.za.

Customers should avoid making a duplicate payment solely because access has not appeared immediately. LockLayer can first investigate the original transaction and account status.

We may request information reasonably necessary to locate the transaction, such as the organisation name, account email address, payment date, amount and transaction reference. Customers should not send full payment-card details by email.

9. Resolving failed delivery

Where payment has been verified but the purchased digital access was not correctly activated, LockLayer will take reasonable steps to investigate and correct the account or subscription status.

Depending on the circumstances, an appropriate resolution may include activating the purchased service, correcting the subscription, addressing a billing error or considering another remedy required by applicable law or the applicable agreement.

Refund-related matters are governed by our Refund & Cancellation Policy.

10. Proof of digital delivery

Because LockLayer ONE is a digital service, proof of delivery does not consist of a courier receipt, shipping document or signed physical delivery note.

Depending on the circumstances, records relevant to digital delivery may include:

• successful payment confirmation;
• subscription activation records;
• account or organisation creation records;
• system-generated transaction references;
• activation or service-related email records;
• authentication or authorised-access records; and
• other technical or business records showing that the subscribed digital service was made available to the Customer.

Such records may be retained where reasonably necessary for subscription administration, security, dispute resolution, legal obligations and legitimate business record-keeping.

11. Customer responsibilities

To receive and use LockLayer ONE successfully, the Customer is responsible for:

• providing accurate registration and business information;
• using an email address and account that the Customer can access;
• maintaining the security of authorised user accounts;
• providing accurate payment and billing information to the applicable payment provider;
• maintaining suitable internet connectivity and compatible devices;
• notifying LockLayer if a confirmed payment has not resulted in expected subscription access; and
• managing authorised users and organisation access appropriately.

12. Third-party dependencies

Delivery and operation of a cloud software service depend partly on third-party technology providers, including infrastructure, authentication and payment providers.

Temporary issues affecting those providers may occasionally delay payment confirmation, authentication, activation or access. LockLayer does not guarantee that third-party systems will be continuously available.

13. Access after cancellation

Unless applicable law, the applicable checkout terms or another written agreement provides otherwise, cancelling a paid subscription ordinarily prevents its next renewal rather than immediately removing access for a period that has already been paid for.

The Customer may ordinarily continue using the applicable paid service until the end of the current paid subscription period.

See our Refund & Cancellation Policy for further information.

14. Enterprise and assisted onboarding

Some Customers may purchase LockLayer ONE through a quotation, order, negotiated agreement or assisted onboarding process rather than immediate online self-service activation.

In those circumstances, the applicable order or written agreement may specify onboarding steps, commencement dates or delivery arrangements that supplement this Policy.

15. Electronic transactions

Subscription purchases, payment confirmations, account activation and related communications may occur electronically.

Electronic transactions are handled subject to applicable South African law, including the Electronic Communications and Transactions Act 25 of 2002 where applicable.

16. Statutory rights

Nothing in this Policy is intended to exclude, waive or restrict a Customer's rights or remedies that cannot lawfully be excluded, waived or restricted under applicable South African law.

17. Customer support

Questions about subscription activation or digital delivery may be sent to:

LockLayer Cyber (Pty) Ltd
Trading as LockLayer Cyber
Registration number: 2023/125743/07
Physical business address: 17 Elliot Street, Rynfield, Benoni, Gauteng, South Africa
Email: info@locklayercyber.co.za
Website: www.locklayercyber.co.za

18. Changes to this Policy

LockLayer may update this Digital Service Delivery Policy as our subscription, onboarding, payment or delivery processes develop.

The current version will be published on this page and will display its effective date and last-updated date.