Terms of Service

1. Parties and Acceptance

These Terms constitute a binding legal agreement between you and Emergen24 (Pty) Ltd. By using any Emergen24 service — including messaging +27 64 611 5037 on WhatsApp, using Luna, or accessing our websites — you agree to be bound by these Terms.

2. Description of Services

2.1 Emergency Response Platform

WhatsApp-based emergency dispatch connecting users to registered responders, with AI assessment, location dispatch, and first-aid guidance.

2.2 Luna Mental Health Companion

AI-powered emotional support via WhatsApp (accessible) and luna.emergen24.co.za (paid). Not a clinical service.

2.3 Responder Platform

Registration and dispatch system for individual emergency responders.

2.4 Company Dashboard

Web-based management at admin.emergen24.co.za for registered emergency response companies.

3. Critical Disclaimer — Nature of Service

⚠️ EMERGEN24 IS NOT AN EMERGENCY SERVICE

Emergen24 is a technology platform facilitating connections between users and independent third-party responders. We do not employ responders. We do not guarantee that a responder will be available, will accept your alert, or will arrive within any specific time.

Always contact official emergency services:
📞 Ambulance: 10177 · Police: 10111 · General Emergency: 112 · ER24: 084 124 · Netcare 911: 082 911

Never delay calling 10177 or 112 in order to wait for our AI guidance.

Luna is not therapy. Luna is not a licensed mental health professional, therapist, or counsellor. Conversations with Luna do not carry therapist-client confidentiality. If you are in a mental health crisis:
SADAG: 0800 456 789 | Lifeline: 0861 322 322 | SMS: 31393

4. Eligibility

You must be 18 or older. Minors may use our emergency service under a parent or guardian's supervision and acceptance of these Terms. You must provide accurate information during registration.

5. Acceptable Use

Permitted:

Report genuine emergencies, receive first-aid guidance, use Luna for legitimate emotional support, manage your responder or company account.

Prohibited:

• Submitting false, fabricated, or exaggerated emergency reports
• Triggering emergency alerts as a test, prank, or experiment
• Repeatedly cancelling emergencies after responders are dispatched
• Attempting to jailbreak or manipulate Luna's AI systems
• Accessing, probing, or testing our security without authorisation
• Impersonating any person, company, or emergency service
• Any violation of ECTA, the Cybercrimes Act, or the Consumer Protection Act

6. False Alerts Policy

Offence	Consequence
1st confirmed false alert	Formal written warning
2 false alerts in 30 days	48-hour temporary suspension
3+ confirmed false alerts	Permanent account termination
Serious cases	Referral to SAPS + civil liability claim

7. Responder Terms

Responders are independent service providers, not Emergen24 employees. By registering, you confirm that you hold all required qualifications, licences, and insurance for your specialisation; that your home base location is accurate; and that you will only set your status to AVAILABLE when genuinely available. Misrepresenting your qualifications or availability is a breach of these Terms and may result in immediate deregistration.

8. Company Terms

Company accounts accept responsibility for vetting, training, and supervising their registered responders. Coverage areas must reflect actual operational capability. Company accounts require active subscriptions; failure to pay results in suspension of all registered responders under the account.

9. Luna Subscription Terms

Plan	Price	Sessions	Duration
Accessible	R0/month	1/day · 2/week	20 min
Luna+	R99/month	2/day · 5/week	45 min
Luna Pro	R199/month	3/day · unlimited	60 min

Subscriptions are billed monthly via Paystack. Cancel anytime; no partial month refunds. Price changes require 30 days' notice.

10. Intellectual Property

All Emergen24 content, software, trademarks, and AI systems are owned by or licensed to Emergen24. You may not copy, reverse-engineer, or commercially exploit any part of our platform without written consent.

11. Limitation of Liability

⚠️ LIABILITY LIMITS

To the maximum extent permitted by law, Emergen24's total liability for any claim shall not exceed subscription fees paid in the 3 months preceding the claim (or R500, whichever is greater for emergency service users).

We exclude all liability for: delays caused by responder unavailability or third-party factors; harm resulting from reliance on AI first-aid guidance or Luna conversations; and any consequential, indirect, or punitive damages.

Nothing in these Terms limits liability for death or personal injury caused by our gross negligence or wilful misconduct. Your statutory rights under the Consumer Protection Act are not affected.

Responders are independent providers. Claims arising from responder conduct must be brought against the responder and/or their company directly.

12. Indemnity

You agree to indemnify Emergen24 against claims arising from your breach of these Terms, submission of false alerts, or violation of applicable law.

13. Service Availability

We aim for 24/7 availability but cannot guarantee it. During any downtime, contact official emergency services directly (10177, 10111, 112).

14. Termination

We may suspend or terminate your account immediately for breach of these Terms, particularly for false alerts or prohibited conduct. You may request account deletion at support@emergen24.co.za.

15. Governing Law and Disputes

These Terms are governed by South African law. Disputes will be referred to good-faith negotiation, failing which to a consumer tribunal, mediator, or the courts of South Africa.