Terms of Service

Last updated: 31 August 2026

Welcome to 10gen.

These Terms of Service (“Terms”) govern your access to and use of the 10gen website at 10genai.com, including our digital products, subscriptions, training programmes, workshops, consulting services, AI solutions, applications and related products and services (collectively, the “Services”).

The 10gen website and Services are operated by GUEST EXPERIENCE (PTY) LTD, registration number 2006 / 033012 / 07, a company registered in the Republic of South Africa and trading as 10gen (“10gen”, “we”, “us” or “our”).

Our business address is:

171 Problem Mkhize Road
Berea
Durban
KwaZulu-Natal
4001
South Africa

By accessing our website, creating an account, making a purchase, subscribing to a Service, registering for a programme, accepting a quotation or proposal, or otherwise engaging 10gen, you agree to be bound by these Terms.

If you do not agree to these Terms, you should not purchase or use our Services.

1. ABOUT 10GEN

10gen provides AI-focused education, training, consulting, technology, implementation and related services to individuals, teams and organisations.

Our Services may include, without limitation:

  • AI newsletters, intelligence and digital content;
  • individual and team subscriptions;
  • AI training programmes;
  • cohort-based programmes, including the 4 Week AI Champion Challenge;
  • workshops, keynotes and strategy sessions;
  • AI audits and readiness assessments;
  • development of Micro Apps and other software solutions;
  • AI agents and agentic business solutions;
  • dashboards, automation and workflow solutions;
  • consulting and implementation services;
  • AI maintenance, monitoring and optimisation services;
  • templates, frameworks, educational resources and digital materials; and
  • other AI-related products and services offered by 10gen from time to time.

The specific scope, deliverables, pricing, dates and other conditions applicable to a Service may be described on our website or in a separate quotation, proposal, statement of work, order form or service agreement.

2. ELIGIBILITY

You must be at least 18 years old and legally capable of entering into a binding agreement to purchase our Services.

If you purchase or use our Services on behalf of a company, organisation or other legal entity, you represent and warrant that you have authority to bind that entity to these Terms.

References to “you” and “your” include that entity where applicable.

3. ORDERS AND ACCEPTANCE

Products and Services may be purchased directly through our website or agreed separately through a quotation, proposal, statement of work, order form or other written agreement.

Submitting an order or payment does not necessarily constitute our acceptance of the order.

We may decline, suspend or cancel an order where reasonably necessary, including where:

  • pricing or product information is materially incorrect;
  • payment cannot be successfully verified;
  • we reasonably suspect fraud or an unauthorised transaction;
  • a technical or processing error has occurred;
  • we are unable to provide the requested Service;
  • the requested Service falls outside our permitted or acceptable use requirements; or
  • accepting the order would cause us to breach applicable law.

Where we cancel an order after receiving payment and no Service has been supplied, we will provide any refund due in accordance with applicable law and the relevant Refund & Cancellation Policy.

4. PRICING

The price payable for a Service will be displayed on our website, checkout page, quotation, proposal or other applicable order documentation.

Prices may be expressed in South African Rand (ZAR), United States Dollars (USD), or another currency clearly indicated at the time of purchase.

Any applicable taxes will be dealt with as indicated on the relevant invoice, quotation or checkout page and in accordance with applicable law.

We may change our prices from time to time.

Price changes will not retrospectively change the price of a completed one-off purchase.

Where a recurring subscription price changes, we will provide any notice required by applicable law before the new price becomes applicable to your subscription.

5. PAYMENTS

Online payments may be processed on our behalf by Paystack or another payment service provider identified at checkout.

By submitting payment, you authorise 10gen and its applicable payment service provider to process the amount displayed or otherwise agreed for your purchase.

You represent and warrant that:

  • you are authorised to use the payment method provided;
  • the payment and billing information supplied by you is accurate;
  • you will not knowingly use a fraudulent or unauthorised payment method; and
  • sufficient funds or credit are available to complete the transaction.

Payment processing is also subject to the applicable payment provider’s technical requirements and terms.

10gen does not receive or control all information collected directly by a payment provider as part of its secure payment processing services.

We do not guarantee that every payment method or payment channel will be available at all times.

6. PAYMENT CONFIRMATION

A purchase is considered successfully paid once the applicable payment has been successfully confirmed by our payment system or payment service provider.

Where money appears to have been deducted from your account but we have not received confirmation of a successful payment, please contact us at terry@10genai.com with the relevant transaction details.

We may verify the transaction with our payment provider before confirming your booking or purchase.

7. SUBSCRIPTIONS AND RECURRING PAYMENTS

Certain 10gen Services may be provided on a recurring subscription basis.

Where you purchase a subscription, the subscription price, billing frequency and material subscription conditions will be disclosed before or at the time of purchase.

By purchasing a recurring subscription, you authorise the applicable payment service provider to charge the payment method associated with your subscription at the agreed billing intervals until the subscription is cancelled or otherwise terminated.

Unless stated otherwise when you purchase the subscription, subscriptions continue for successive billing periods until cancelled.

You may cancel a subscription using any cancellation mechanism made available by 10gen or by contacting us.

Unless otherwise required by applicable law or stated in a product-specific policy, cancellation stops future renewals but does not automatically provide a retrospective refund for a billing period that has already commenced.

Access to the relevant subscription Service may continue until the end of the period already paid for.

8. DIGITAL PRODUCTS AND CONTENT

Certain Services may include digital content, templates, educational materials, newsletters, videos, recordings, workbooks, tools, frameworks or downloadable resources.

Unless expressly stated otherwise, purchasing or receiving access to such material grants you a limited, non-exclusive, non-transferable and revocable right to use the material for your own personal or internal business purposes.

You may not, without our prior written permission:

  • resell paid 10gen content;
  • redistribute paid materials;
  • make paid content publicly available;
  • reproduce substantial portions of our materials for commercial distribution;
  • share access credentials in order to circumvent applicable licensing or seat restrictions;
  • remove copyright, trade mark or other proprietary notices; or
  • represent 10gen content as your own work.

9. TRAINING, COHORTS, KEYNOTES AND STRATEGY SESSIONS

Training programmes, cohort programmes, keynotes, workshops and strategy sessions may have specific dates, attendance requirements, capacity restrictions and deliverables.

When purchasing a place in a scheduled programme, you are responsible for ensuring that you and any participants nominated by you are available for the applicable sessions.

Failure to attend a scheduled session does not automatically create an entitlement to a refund.

Where recordings are included as part of a particular programme, participants who miss a live session may be able to access the relevant recording subject to the conditions applicable to that programme.

We may reasonably reschedule sessions where circumstances outside our reasonable control make this necessary.

Any programme-specific terms, cancellation conditions or refund policies communicated before purchase form part of these Terms.

10. 4 WEEK AI CHAMPION CHALLENGE

Purchases of the 4 Week AI Champion Challenge are additionally subject to the specific Refund & Cancellation Policy – 4 Week AI Champion Challenge published by 10gen.

That policy forms part of these Terms for customers purchasing the Programme.

Among other matters, the programme-specific policy addresses:

  • cancellations before a cohort commences;
  • transfers to another cohort;
  • cancellations after a cohort has commenced;
  • multiple-seat and team bookings;
  • participant substitutions;
  • cancellations or rescheduling by 10gen;
  • exceptional circumstances; and
  • the processing of approved refunds.

Where there is a conflict between the general refund provisions in these Terms and the programme-specific Refund & Cancellation Policy, the programme-specific policy will apply to the 4 Week AI Champion Challenge, subject always to applicable law.

11. CONSULTING, MICRO APPS AND AI IMPLEMENTATION SERVICES

Consulting, Micro Apps, AI audits, agentic implementations, dashboards, custom development and related professional Services may be subject to a separate proposal, quotation, statement of work or service agreement.

That document may specify:

  • project scope;
  • assumptions and exclusions;
  • deliverables;
  • project milestones;
  • customer responsibilities;
  • fees and payment milestones;
  • estimated delivery dates;
  • acceptance criteria;
  • intellectual property arrangements;
  • support and maintenance arrangements; and
  • change-control procedures.

Where a separately agreed written agreement conflicts with these Terms, that agreement will take precedence in relation to the specific Service covered by it.

Changes to an agreed project scope may result in additional charges, revised deliverables or revised timelines.

12. CUSTOMER RESPONSIBILITIES

You agree to provide information, access, approvals, personnel, data and other cooperation reasonably required for us to perform the Services.

You are responsible for ensuring that information and materials supplied to 10gen are accurate and that you have the necessary rights and permissions to provide them.

Delays caused by missing information, delayed approvals, unavailable personnel or other matters within your reasonable control may affect delivery dates and project timelines.

13. ARTIFICIAL INTELLIGENCE

Artificial intelligence technologies are probabilistic and may produce incomplete, inaccurate, unexpected or incorrect outputs.

Unless expressly agreed otherwise in writing, AI-generated outputs should not be treated as a substitute for appropriate human judgement or professional advice.

You remain responsible for reviewing AI-generated outputs before relying on them for material business decisions.

In particular, outputs relating to financial, legal, employment, customer, regulatory, compliance, health, safety or other consequential decisions should receive appropriate qualified human review.

10gen does not warrant that any artificial intelligence system will be completely error-free, uninterrupted or appropriate for every particular decision or purpose.

Where 10gen develops AI agents, automated workflows or similar solutions for a customer, any specific governance controls, human approval requirements, data-access limitations or other safeguards may be defined as part of the applicable project.

14. THIRD-PARTY AI AND TECHNOLOGY SERVICES

Our Services may integrate with or depend upon third-party artificial intelligence models, APIs, cloud infrastructure, payment systems, software platforms and other technology providers.

These third-party services are outside our direct control and may change their:

  • functionality;
  • pricing;
  • availability;
  • technical requirements;
  • usage limits;
  • policies; or
  • terms.

Where applicable, you may be required to maintain your own accounts or licences with third-party providers.

10gen is not responsible for an interruption or material change caused solely by a third-party service outside our reasonable control.

15. REFUNDS AND CANCELLATIONS

Refund eligibility depends on the Service purchased, when a cancellation is requested, the extent to which the Service has already been delivered and applicable law.

Product-specific Refund & Cancellation Policies may apply and will form part of these Terms where identified at or before purchase.

Where an applicable product-specific refund policy exists, it will govern refunds and cancellations for that product, subject to any rights that cannot lawfully be excluded.

For consulting, custom development, workshops and other professional Services, amounts attributable to work already performed, capacity already committed or reasonable non-cancellable costs may be non-refundable to the extent permitted by law.

If 10gen is unable to provide a paid Service and cannot provide a reasonable alternative, we will provide any refund or other remedy required by applicable law.

Nothing in these Terms is intended to exclude a refund, cancellation right or other remedy that you are legally entitled to receive.

16. REFUND PROCESSING

Where a refund is approved for a payment originally processed through Paystack, we may initiate the applicable full or partial refund through Paystack.

Where possible, refunds will ordinarily be made using the original payment method.

Once we have initiated a refund, the time required for the funds to reflect depends on the payment provider, payment method and customer’s financial institution.

10gen is not responsible for a delay caused solely by a bank, card issuer or payment processor after we have correctly initiated the applicable refund.

17. DUPLICATE AND INCORRECT PAYMENTS

If you believe that:

  • you were charged more than once for the same purchase;
  • you were charged an incorrect amount;
  • payment was successfully taken but your order was not confirmed; or
  • a transaction was not authorised by you,

please contact terry@10genai.com as soon as reasonably possible.

We will investigate the transaction and, where appropriate, issue a full or partial refund or take another appropriate corrective action.

18. CHARGEBACKS AND PAYMENT DISPUTES

If you believe that you have been incorrectly charged or have a genuine dispute concerning a transaction, please contact us so that we have an opportunity to investigate and resolve the issue.

Initiating a chargeback does not automatically create an entitlement to a refund.

Where a chargeback, fraud claim or other payment dispute is raised, you authorise us, to the extent permitted by applicable law, to provide the relevant payment provider, acquiring institution, card network or financial institution with information reasonably necessary to investigate the transaction.

This may include:

  • transaction records;
  • invoices and receipts;
  • booking information;
  • attendance records;
  • correspondence;
  • account records;
  • confirmation of access to digital materials; and
  • evidence of Services supplied.

Nothing in this section restricts any right available to you under applicable law.

19. CUSTOMER DATA AND CONFIDENTIALITY

In providing certain Services, 10gen may receive confidential business information or customer data.

We will handle personal information in accordance with applicable law, our Privacy Policy and any additional written agreement between the parties.

Each party agrees to take reasonable measures to protect confidential information received from the other and not disclose it except:

  • as reasonably necessary to provide or receive the Services;
  • to personnel, contractors, service providers or professional advisers who reasonably require access and are subject to appropriate obligations;
  • with the other party’s permission; or
  • where disclosure is required by law.

20. PRIVACY AND PERSONAL INFORMATION

We process personal information in accordance with our Privacy Policy and applicable data protection legislation, including the Protection of Personal Information Act 4 of 2013 (“POPIA”), where applicable.

Our website may use cookies and similar technologies.

Third-party providers, including payment processors and technology providers, may process certain personal information in connection with the Services they provide.

Where our Services involve processing personal information on behalf of a business customer, additional data-processing terms may apply.

21. INTELLECTUAL PROPERTY

Unless otherwise agreed in writing, all intellectual property in the 10gen website, brand, methodologies, training materials, frameworks, templates, software components, content, know-how and pre-existing technology remains owned by 10gen or its applicable licensors.

Purchasing a Service does not transfer ownership of 10gen’s underlying intellectual property.

For custom software, Micro Apps, AI agents or other commissioned work, ownership and licensing of project-specific deliverables may be addressed in the applicable proposal, statement of work or service agreement.

Unless expressly agreed otherwise, 10gen retains ownership of its pre-existing intellectual property, reusable components, methodologies, frameworks, know-how and general development techniques.

22. CUSTOMER MATERIALS

You retain ownership of intellectual property that you provide to us.

You grant 10gen a limited right to use such materials to the extent reasonably necessary to provide the Services.

You represent that you have the rights and permissions necessary to provide those materials and that our authorised use of them will not knowingly infringe another person’s rights.

23. ACCEPTABLE USE

You may not use our website, software or Services:

  • for unlawful, fraudulent or malicious purposes;
  • to infringe another person’s intellectual property, privacy or other legal rights;
  • to distribute malware or harmful code;
  • to attempt unauthorised access to systems, accounts or data;
  • to circumvent security or usage restrictions;
  • to impersonate another person or organisation;
  • to materially interfere with the operation of our Services;
  • to knowingly create unlawful or harmful automated activity; or
  • in any manner prohibited by applicable law.

We may suspend access where we reasonably believe use of our Services creates a material security, legal, financial or operational risk.

24. BUSINESS RESULTS AND OUTCOMES

10gen’s Services are intended to help organisations and individuals improve their understanding and use of AI, productivity, capability, processes and technology.

Actual outcomes depend on numerous factors outside our control.

Examples, testimonials, case studies, ROI frameworks, productivity improvements, projections, savings and descriptions of potential results are illustrative and do not constitute a guarantee that every customer will achieve the same results.

Unless expressly guaranteed in a signed written agreement, 10gen does not guarantee any specific:

  • revenue increase;
  • cost saving;
  • productivity improvement;
  • commercial result;
  • AI adoption level; or
  • return on investment.

25. SERVICE AVAILABILITY

We aim to provide reliable Services but do not guarantee that our website, digital Services, AI systems or third-party integrations will operate continuously or without interruption.

We may temporarily restrict availability for maintenance, upgrades, security, technical issues or circumstances beyond our reasonable control.

26. WARRANTIES AND DISCLAIMERS

We will provide our Services with reasonable care and skill and in accordance with any warranties or obligations that cannot lawfully be excluded.

Except for commitments expressly made in these Terms or another written agreement, and to the maximum extent permitted by law, our Services and website content are provided without additional express or implied warranties.

Nothing in these Terms excludes any warranty, statutory protection or legal remedy that applicable law does not permit us to exclude.

27. LIMITATION OF LIABILITY

Nothing in these Terms excludes or limits liability where doing so would be prohibited by applicable law.

To the maximum extent permitted by law, 10gen will not be liable for indirect, incidental, special or consequential loss arising from the use of our website or Services, including loss of profits, revenue, anticipated savings, opportunity or data, except where such limitation is prohibited by law.

For business-to-business Services, and to the maximum extent permitted by law, 10gen’s aggregate liability arising from a particular Service will not exceed the total fees actually paid to 10gen for the Service giving rise to the claim during the 12 months preceding the event giving rise to the claim.

A more specific limitation of liability agreed in a signed service agreement or statement of work will apply to that engagement.

28. INDEMNITY

To the extent permitted by applicable law, you agree to indemnify 10gen against third-party claims, losses or reasonable costs resulting from:

  • your unlawful use of our Services;
  • materials or data supplied by you that infringe third-party rights;
  • your material breach of these Terms; or
  • your use of an AI or software solution in a manner materially inconsistent with agreed documentation or restrictions.

This provision does not apply to the extent that a claim results from 10gen’s own unlawful conduct, negligence or breach of its obligations where liability cannot lawfully be excluded.

29. SUSPENSION AND TERMINATION

We may suspend or terminate access to a Service where:

  • required by law;
  • payment is materially overdue;
  • you materially breach these Terms;
  • use of the Service presents a material security or legal risk; or
  • fraudulent or abusive activity is reasonably suspected.

Where appropriate and reasonably possible, we will provide notice and an opportunity to remedy a breach before terminating a Service.

Termination does not affect rights and obligations that accrued before termination.

30. FORCE MAJEURE

Neither party will be liable for failure or delay caused by circumstances beyond its reasonable control.

Such circumstances may include natural disasters, widespread internet or telecommunications failures, governmental action, civil disturbance, labour disruption, widespread cloud-service outages, infrastructure failures or comparable events.

The affected party must use reasonable efforts to minimise the impact of such circumstances.

31. ELECTRONIC COMMUNICATIONS

By using our website or purchasing our Services, you consent to receiving transactional communications electronically.

These may include:

  • invoices;
  • receipts;
  • payment confirmations;
  • booking confirmations;
  • programme information;
  • account notices;
  • security communications; and
  • other Service-related communications.

Marketing communications will be handled in accordance with applicable law and your communication preferences.

Electronic communications may satisfy requirements for written communication to the extent permitted by applicable law.

32. CONSUMER PROTECTION

Nothing in these Terms is intended to waive, restrict or exclude any right or remedy that cannot lawfully be waived, restricted or excluded under South African law.

Where applicable, these Terms must be interpreted consistently with applicable South African consumer and electronic commerce legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

If a provision of these Terms conflicts with a mandatory statutory consumer protection, the applicable law will prevail.

33. CHANGES TO THESE TERMS

We may update these Terms from time to time to reflect changes to our Services, technology, payment arrangements, business operations or legal requirements.

The latest version will be published on our website together with its effective or last-updated date.

Material changes affecting an existing paid subscription or ongoing contractual relationship will be communicated where required by applicable law or the applicable agreement.

34. GOVERNING LAW AND JURISDICTION

These Terms are governed by the laws of the Republic of South Africa.

Subject to consumer rights relating to jurisdiction that cannot lawfully be excluded, disputes arising from these Terms or our Services will be subject to the jurisdiction of the courts of South Africa.

Before commencing formal proceedings, the parties are encouraged to attempt in good faith to resolve the dispute directly.

35. SEVERABILITY

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be interpreted or limited to the minimum extent necessary.

The remaining provisions will continue in full force and effect.

36. NO WAIVER

A failure or delay by 10gen in exercising a right under these Terms does not constitute a waiver of that right.

A waiver will only be effective where expressly provided in writing.

37. ENTIRE AGREEMENT

These Terms, together with any applicable:

  • Privacy Policy;
  • Refund & Cancellation Policy;
  • product-specific terms;
  • quotation;
  • proposal;
  • statement of work;
  • subscription terms; and
  • other agreement expressly incorporated into a transaction,

constitute the agreement relating to the relevant Services.

Where a separately signed agreement expressly conflicts with these Terms, the separately signed agreement will take precedence in relation to the subject matter of that agreement.

38. CONTACT DETAILS

The website and Services are operated by:

GUEST EXPERIENCE (PTY) LTD
Trading as 10gen

Registration Number:
2006 / 033012 / 07

Business Address:
171 Problem Mkhize Road
Berea
Durban
KwaZulu-Natal
4001
South Africa

Email: terry@10genai.com

Website: 10genai.com

For questions concerning payments, refunds, cancellations, your account or these Terms, please contact us at terry@10genai.com.

Effective date: 31 August 2026

These Terms of Service should be read together with the 10gen Privacy Policy and any applicable Refund & Cancellation Policy.