Terms and Conditions

Puddle is a software-as-a-service platform that lets South African businesses ("Merchants") manage an online store. Puddle provides an admin dashboard (products, orders, customers, promotions, gift cards, shipping, marketing emails and analytics), a headless Storefront API and integrations with third-party payment, shipping and email providers. Merchants build and run their own storefronts on top of the Storefront API.

By creating a Merchant account, accepting an invitation to a store, generating an API key, or using the platform, you agree to Part A. If you accept on behalf of a business, you confirm you are authorised to bind it, and "Merchant" means that business.

1. 1.
   Eligibility. You must be at least 18, have legal capacity, and (if a business) be validly registered and operating lawfully in South Africa. We may ask for business verification (registration documents, tax or bank details, ID of the owner).
2. 2.
   Accurate information. You must keep your account, business, banking and contact details accurate and up to date.
3. 3.
   Authentication. Admin Users may sign in with email one-time codes, passkeys or other methods we offer. You are responsible for all activity under your account and for keeping devices, passkeys, one-time codes and API Keys secure. Notify us immediately at [email protected] if you suspect unauthorised access.
4. 4.
   Team members. The store owner controls who is invited. Owners are responsible for the acts and omissions of their Admin Users and for removing access when staff leave.
5. 5.
   API Keys. Secret API Keys must never be placed in client-side code, public repositories or shared with unauthorised persons. We may rotate, restrict or revoke API Keys at any time for security reasons. Public keys are designed to be exposed in storefronts but only permit the actions we document for them.
6. 6.
   Multi-tenancy. Each store's data is logically separated from other stores. You must not attempt to access another tenant's data, probe the platform for vulnerabilities without our written permission, or circumvent rate limits and access controls.

As the seller, the Merchant is solely responsible for its dealings with Customers. In particular, the Merchant must:

• Comply with the CPA (including rules on pricing, advertising, quality, delivery, returns, gift cards/vouchers, unfair terms and fair marketing) and the ECT Act, including supplier information requirements under section 43 (legal name, physical address, contact details, registration number, product descriptions, full pricing, payment and delivery terms, and returns policy).
• Display prices in ZAR inclusive of VAT where required by law, and issue valid tax invoices.
• Publish on its storefront its own privacy policy and, where it uses cookies or trackers beyond those set by Puddle, appropriate cookie information and consent mechanisms.
• Obtain valid marketing consent before sending direct marketing (POPIA section 69) and honour unsubscribes promptly.
• Fulfil orders it accepts, handle returns, refunds and complaints, and honour statutory warranties (CPA section 56).
• Not sell prohibited or restricted goods, including: illegal items; counterfeit or infringing goods; weapons and ammunition; illegal or unlicensed drugs, medicines or regulated products; stolen goods; adult content involving or appearing to involve minors; items requiring licences the Merchant does not hold.
• Obtain all licences, permits and registrations its business requires.

1. 1.
   Payment providers. Customer payments are processed by Paystack, currently the payment provider supported by Puddle. We may add or replace providers; the relevant provider's terms will also apply. Puddle does not store or have access to full card numbers.
2. 2.
   Merchant–provider relationship. The Merchant may need its own provider account and must pass the provider's onboarding and compliance checks. Settlement of funds is performed by the provider according to its schedule. Puddle is not a bank, payment service provider or financial institution.
3. 3.
   Amounts. Order amounts are recorded in the smallest currency unit (cents) together with the order's currency (currently ZAR).
4. 4.
   Gift cards and promotions. The platform allows Merchants to issue gift cards and configure promotion codes and sales. The Merchant is responsible for the rules it sets and for ensuring they comply with the CPA. Split payments (gift card plus another payment method) are supported.
5. 5.
   Refunds. The Merchant decides and is responsible for refunds. When recorded in the dashboard, Puddle initiates the refund through the original payment provider. Provider fees may be non-recoverable. Refund timing depends on the provider and the Customer's bank.
6. 6.
   Chargebacks and disputes. The Merchant is liable for chargebacks, reversals, fines, penalties and provider fees arising from its transactions, and must respond to dispute requests within the provider's deadlines.
7. 7.
   Fraud and risk. We and our providers may block, delay or reverse transactions we reasonably suspect to be fraudulent, unlawful or in breach of these Terms.

Puddle integrates Shiplogic (which provides access to Internet Express and The Courier Guy) and Bob Go so Merchants can obtain rate quotes, create shipments, print labels, offer pickup points or lockers and track parcels.

• Puddle does not provide delivery services and does not control fulfilment. The Merchant contracts with the carrier and is responsible for packaging, correct parcel dimensions and weight, declared values, address accuracy, prohibited-item compliance and any shipping insurance.
• Quotes and tracking data come from third parties and may be inaccurate, delayed or unavailable. Carrier charges are determined by the carrier and any rate differences are for the Merchant's account.
• Claims for lost, damaged or delayed parcels must be lodged by the Merchant with the carrier or aggregator under their terms.

1. 1.
   Licence. Subject to these Terms and payment of fees, we grant the Merchant a limited, non-exclusive, non-transferable, revocable licence to use the Storefront API, SDKs and documentation to build and operate its own storefronts for its own store(s).
2. 2.
   Restrictions. You must not resell or sublicense API access; build a competing multi-tenant commerce platform on the API; exceed or evade rate limits; send malformed, abusive or excessive traffic; scrape other tenants; reverse engineer the platform (except as permitted by law); or use the API to commit fraud or send spam.
3. 3.
   Your storefront is your responsibility. Merchants are responsible for the design, security, accessibility, uptime, legal notices, cookie and consent handling and performance of their own storefront.
4. 4.
   Changes. We may update the API. We will use reasonable efforts to give at least 30 days' notice of breaking changes, except where urgent changes are needed for security or legal reasons.
5. 5.
   Webhooks and integrations. You are responsible for securing your endpoints and verifying webhook signatures.

1. 1.
   Puddle IP. Puddle owns the platform, software, API, dashboard, SDKs, documentation, brand, default templates and design assets, and all related intellectual property. No ownership transfers to you. Default and starter templates are licensed to you for use in your store(s) while your account is active.
2. 2.
   Merchant Content. The Merchant owns, or must hold all rights necessary to use, its Merchant Content. You grant Puddle a worldwide, non-exclusive, royalty-free licence to host, store (including in Cloudflare R2), reproduce, resize, optimise, transmit and display Merchant Content solely to operate and improve the service for you and as needed to comply with law.
3. 3.
   Third-party assets. You must not upload content you do not have the right to use. You are responsible for any claims about Merchant Content.
4. 4.
   Takedowns. If you believe content hosted by us infringes your rights or is unlawful, send a notice to [email protected] in line with sections 77 and 78 of the ECT Act.
5. 5.
   Feedback. If you give us suggestions, we may use them without obligation to you.

Puddle offers AI features (for example natural-language analytics and reporting about a store's sales, orders and customers). To answer a request, the relevant query and a selection of store data is sent to OpenAI. Usage is logged for billing, safety and debugging.

• AI outputs may be inaccurate, incomplete, out of date or misleading. They are provided for information only and are not financial, tax, legal or business advice. The Merchant must independently verify outputs before relying on them.
• We do not use AI to make decisions about Customers that have legal or similarly significant effects without human involvement.
• AI features may be limited, modified or withdrawn, and may be subject to usage limits or fees.
• The Merchant should avoid entering unnecessary personal information in AI prompts. Where personal information is included, the Merchant instructs Puddle to disclose it to OpenAI as an operator's sub-processor under A10.

For Customer Data, the Merchant is the "responsible party" under POPIA and Puddle is the "operator", processing on the Merchant's behalf. For Admin User data, billing, platform security and platform-wide analytics, Puddle is a responsible party. See our Privacy Policy for the detailed breakdown.

As operator (POPIA sections 20 and 21), Puddle will:

• Process Customer Data only on the Merchant's documented instructions and for the purpose of providing the service.
• Treat Customer Data as confidential and ensure persons with access are bound by confidentiality.
• Maintain reasonable technical and organisational security measures.
• Engage the sub-processors listed in the Privacy Policy under written terms requiring appropriate protection, and give notice of material changes.
• Notify the Merchant without undue delay (targeting within 72 hours of becoming aware) of any actual or reasonably suspected security compromise involving Customer Data.
• Assist the Merchant with data subject requests (access, correction, deletion, objection).
• On termination, return (export) or delete Customer Data as set out in A13, subject to retention required by law.

Merchant duties as responsible party: The Merchant must have a lawful ground for processing, give Customers the notices POPIA requires, appoint and register its Information Officer where required, respond to data subject requests, and only instruct us to process Customer Data lawfully.

1. 1.
   Fees are as set out on our pricing page or in your order form, in ZAR.
2. 2.
   Third-party fees (payment provider, courier, domain, etc.) are charged by those providers and are for the Merchant's account.
3. 3.
   Late payment may result in suspension and interest at the maximum rate permitted by law.
4. 4.
   We may change fees on 30 days' written notice. If you do not agree, you may terminate before the change takes effect.
5. 5.
   Except where the law provides otherwise, fees are non-refundable.

1. 1.
   We aim to keep the platform available but do not guarantee uninterrupted or error-free service. We may perform maintenance, and the service depends on third parties beyond our control.
2. 2.
   Support is provided via [email protected] during business hours (SAST). No service level agreement applies unless agreed in writing.
3. 3.
   We may add, change or remove features. We will give reasonable notice where a change materially and adversely affects Merchants.
4. 4.
   We may update these Terms. We will notify Merchants by email or dashboard notice at least 30 days before material changes take effect. Continued use after that date is acceptance.

1. 1.
   By the Merchant: You may terminate at any time by giving 30 days' notice or closing your account in the dashboard, subject to paying fees due and fulfilling open orders.
2. 2.
   By Puddle: We may suspend or terminate immediately (with notice where practical) if the Merchant materially breaches these Terms, sells prohibited goods, is involved in fraud, poses a security or legal risk, fails provider compliance checks, has unpaid fees, is insolvent, or if required by law.
3. 3.
   Effect: On termination, API Keys stop working, the Merchant must settle open orders and refunds, and unpaid fees become due.
4. 4.
   Export window: For 30 days after termination the Merchant may request an export of its data. After that, we delete or anonymise store data from active systems within 90 days, except records we must keep by law.

1. 1.
   "As is". To the maximum extent permitted by law, the platform, Storefront API, AI features and Third-Party Service integrations are provided "as is" and "as available". We give no warranty that the platform will be uninterrupted, error-free, secure from all threats, or fit for a particular purpose.
2. 2.
   Third-party risk. Puddle is not liable for any loss caused by Third-Party Services, including payment gateway downtime, declined or reversed payments, courier delays, lost or damaged parcels, incorrect tracking data, email delivery failures, hosting or network outages, or AI provider errors.
3. 3.
   Excluded loss. To the maximum extent permitted by law, Puddle is not liable for indirect, special or consequential loss, or for loss of profit, revenue, goodwill, data or business opportunity, however arising.
4. 4.
   Cap. Puddle's total aggregate liability will not exceed the fees paid by the Merchant to Puddle in the 12 months preceding the event giving rise to the claim.
5. 5.
   Not excluded. Nothing excludes liability for gross negligence, fraud or wilful misconduct, or any rights a Merchant has under the CPA where it applies as a consumer.
6. 6.
   Indemnity. The Merchant indemnifies Puddle, its directors, employees and agents against claims, losses, damages and reasonable legal costs arising from: Merchant Content; the Merchant's goods and services; its dealings with Customers; its breach of these Terms or Applicable Law; its storefront; and its failure to comply with POPIA as responsible party.
7. 7.
   Claims against Puddle must be brought within 12 months of the cause of action arising, to the extent the law allows.

1. 1.
   Each party must keep the other's non-public business information confidential and use it only for the purposes of these Terms, except as required by law.
2. 2.
   Neither party is liable for delay or failure caused by events beyond its reasonable control, including power outages (load-shedding), network failures, strikes, pandemics, natural disasters, war, cyber-attacks despite reasonable precautions, and failures of public infrastructure or third-party providers. Payment obligations are not excused.

1. 1.
   These Terms are governed by the laws of the Republic of South Africa.
2. 2.
   Negotiation: The parties will first try to resolve a dispute by good-faith negotiation for 14 days after written notice of the dispute.
3. 3.
   Mediation/arbitration: Unresolved disputes will be referred to mediation and, failing resolution within 30 days, to arbitration under the rules of the Arbitration Foundation of Southern Africa (AFSA), before a single arbitrator, in Johannesburg, in English. The arbitrator's award is final and binding.
4. 4.
   Urgent relief: Either party may seek urgent interim relief (such as an interdict) from the High Court of South Africa (Gauteng Division, Johannesburg).
5. 5.
   This clause does not limit any rights a Merchant that qualifies as a “consumer” has under the CPA, including approaching the National Consumer Commission or the National Consumer Tribunal.

• Entire agreement: Part A, the Privacy Policy, order forms and documents referred to here are the whole agreement and replace prior understandings.
• Notices: We may give notice by email to the address on your account or via the dashboard. Notices to us go to [email protected].
• Cession: We may cede or assign these Terms to an affiliate or successor to our business; Merchants may not do so without our written consent.
• Severability and waiver: If a provision is unenforceable, the rest continues. Failing to enforce a right is not a waiver.
• No variation except in writing.
• Electronic acceptance: The parties agree that these Terms may be accepted electronically and have the same effect as a signed agreement (ECT Act).
• Relationship: The parties are independent contractors. Nothing creates a partnership, agency or employment.

1. 1.
   Each store is run by an independent business (the "Merchant"), whose name, registration details, address and contact details appear on its storefront. Your purchase contract is with the Merchant, not with Puddle.
2. 2.
   Puddle supplies the technology that powers the store: order management, checkout connections, delivery tools, email notifications and similar services. Puddle does not sell, own, inspect or deliver the goods.
3. 3.
   Merchants may publish additional terms. If they conflict with these terms, the one more favourable to you applies, as does the law.

1. 1.
   Creating an account: You may shop as a guest or create an account with your name, email address and (where needed for delivery) phone number. You must give accurate information and be at least 18 years old, or have the consent of your parent or guardian.
2. 2.
   Passwordless sign-in: We do not use passwords. To sign in, we email you a one-time code or magic link. Codes are single-use and expire after 10 minutes. Do not share codes or links.
3. 3.
   Sessions: After signing in you stay signed in on that device via a secure cookie for up to 30 days, or until you sign out or we end the session for security reasons.
4. 4.
   Closing your account: You may ask the Merchant (or contact Puddle at [email protected]) to close and delete your account at any time. Order records may be kept as described in the Privacy Policy and as required by law.
5. 5.
   Suspension or banning: A Merchant may suspend, restrict or close an account if there are reasonable grounds, such as suspected fraud, chargeback abuse, repeated payment failures, abuse or harassment of staff, misuse of promotions or gift cards, use of bots, or giving false details. Where practical you will be told the reason.
6. 6.
   Acceptable use: You must not interfere with the store, scrape it, test it for vulnerabilities without permission, use stolen payment details or gift cards, or place orders you do not intend to pay for.

1. 1.
   Prices are shown in South African Rand (ZAR) and are displayed inclusive of VAT where the Merchant is a VAT vendor. Delivery fees are shown separately before you pay.
2. 2.
   The total price (goods, delivery, and any discount applied) is displayed at checkout before you confirm. Prices may change at any time, but not for orders already accepted.
3. 3.
   If a price is clearly wrong because of an obvious error, the Merchant may cancel the order and refund you in full.

1. 1.
   Adding items to your cart or submitting your order is an offer to buy; it is not yet a contract.
2. 2.
   The contract is formed when payment is successfully confirmed and the Merchant sends you an order confirmation by email. An automatic “order received” message alone does not accept your order.
3. 3.
   Availability is not guaranteed until the contract is formed. If an item is unavailable after payment, the Merchant will tell you promptly and refund you for it.
4. 4.
   Please check your order confirmation. Contact the Merchant promptly about errors.

1. 1.
   Payments are processed by Paystack. You will be redirected to or shown the provider's secure payment screen. Neither Puddle nor the Merchant stores your full card details.
2. 2.
   Your bank may require 3-D Secure authentication. Orders may be held or cancelled if a payment fails, is reversed, or fraud is reasonably suspected.
3. 3.
   Split payments: You can pay part of an order with a gift card and the balance with another payment method. The gift card is applied first.
4. 4.
   Promotion codes and sale prices reduce the amount payable as shown at checkout.
5. 5.
   The Merchant, not Puddle, is responsible for your payment and for issuing a tax invoice or receipt.

1. 1.
   Cooling-off for online purchases (ECT Act section 44). If you buy online, you may cancel without reason or penalty within 7 days: for goods, 7 days after you receive them; for services, 7 days after the agreement was concluded. You pay only the direct cost of returning the goods. The Merchant must refund you within 30 days. This right does not apply to certain exceptions (for example personalised goods, perishable items or unsealed digital content).
2. 2.
   Direct marketing (CPA section 16): If the sale resulted from direct marketing, you may also cancel within 5 business days, without reason or penalty.
3. 3.
   Cancelling before dispatch: Contact the Merchant as soon as possible. If the order has not been dispatched the Merchant will cancel it and refund you.
4. 4.
   Refunds are made to the original payment method (and to a gift card for any portion paid by gift card) within the periods above or in B10. Promotional discounts are refunded only to the extent of the amount you actually paid.
5. 5.
   Please contact the Merchant first before initiating a chargeback with your bank. Fraudulent chargebacks may lead to account suspension.

1. 1.
   Merchants use Shiplogic (Internet Express and The Courier Guy) and Bob Go for deliveries. Delivery estimates are estimates, not guarantees.
2. 2.
   The Merchant is responsible to you for delivery. Puddle does not control the courier's performance.
3. 3.
   You must give a correct and complete address and phone number. Extra costs caused by an incorrect address are for your account.
4. 4.
   Risk in goods passes to you on delivery (handing over at your delivery address, or collection at a pickup point or locker). Ownership passes once you have paid in full.
5. 5.
   If goods are not delivered by the agreed date, or within a reasonable time if no date was agreed, you may cancel and receive a refund, as the CPA allows (section 19).
6. 6.
   Inspect the parcel on delivery if possible and report visible damage or missing items to the Merchant as soon as possible with photos. This does not affect your statutory rights.

1. 1.
   A gift card has a stored value, a unique code and an expiry date shown on the card or in your email. The balance may be used for goods on the issuing Merchant's store.
2. 2.
   Expiry: In line with section 63 of the CPA, gift cards are valid for no less than 3 years from issue. Unused value after expiry may lapse as permitted by law.
3. 3.
   Not cash: A gift card cannot be exchanged for cash or resold except where the Merchant says so or the law requires.
4. 4.
   Refunds: Gift cards are generally non-refundable once issued, except where the CPA or other law entitles you to a refund. Amounts refunded for returned goods paid with a gift card are restored to that gift card's balance.
5. 5.
   Lost, stolen or misused cards: Treat the code like cash. The Merchant and Puddle are not liable for use of a code by someone who has it, except where the law holds otherwise. Contact the Merchant promptly with proof of purchase if you lose a card.

• Promotion codes, sale prices and similar promotions are subject to the conditions shown with them (e.g. minimum spend, eligible products, validity dates, one use per customer, no stacking).
• Codes are single-purpose and have no cash value. They may not be sold or transferred.
• The Merchant may modify, suspend or revoke a promotion at any time before your order is accepted. A promotion that was properly applied to an accepted order will be honoured.

Merchants must also honour any manufacturer or supplier warranties and valid express warranties. Nothing in these terms or any Merchant terms takes away these rights.

1. 1.
   Store content (product images, text, logos, designs) belongs to the Merchant or its licensors. Puddle owns the underlying technology and brand. You may use store content only for personal, non-commercial purposes related to shopping.
2. 2.
   If you provide content (such as a gift message), you grant the Merchant and Puddle a licence to use it to operate the store and fulfil your order. You are responsible for the content you provide.

1. 1.
   Nothing excludes liability that cannot lawfully be excluded, including liability for goods that do not meet CPA standards, and liability for gross negligence, fraud or wilful misconduct.
2. 2.
   Subject to that, Puddle is not liable for the Merchant's goods or services, the acts or omissions of couriers or payment providers, outages caused by factors outside its control, or for indirect or consequential loss. Puddle's role is limited to providing technology to the Merchant.
3. 3.
   The Merchant's liability to you is as provided by law and the Merchant's terms.

Your personal information is processed by the Merchant (as responsible party) and by Puddle (as the Merchant's operator) as explained in the Puddle Privacy Policy and the Merchant's privacy policy. If you sign up for marketing emails you can unsubscribe at any time using the link in any marketing email.

1. 1.
   Contact the Merchant first using the contact details on its storefront. We encourage both sides to resolve disputes through good-faith discussion.
2. 2.
   If a Merchant has not resolved your complaint, you may contact the Consumer Goods and Services Ombud (CGSO), the National Consumer Commission, your provincial consumer protector, the Consumer Court, or approach the Magistrates' Court or other court of competent jurisdiction.
3. 3.
   For complaints about Puddle's own services or about your personal information, contact [email protected] or [email protected].

• These terms are governed by South African law. Nothing limits your rights under the CPA, the ECT Act or POPIA. You consent to the jurisdiction of the South African courts, subject to your right to bring proceedings in the Magistrates' Court under the CPA.
• We may update these terms. The version in force when you placed your order applies to that order.
• If any part of these terms is invalid, the rest remains in force.