Master Service Agreement (MSA)

This Master Service Agreement (the "MSA") governs the provision of the Zana platform by Drwintech LTD (the "Provider") to a business customer — company, NGO or institution (the "Customer"). It applies in addition to the Terms of Use and forms, together with the applicable Order Form, the Data Processing Agreement (DPA) and the referenced policies, the entire agreement between the parties.

1. Contract structure and order of precedence

The agreement consists of the following documents. In case of conflict, they prevail in this order:

• the signed Order Form — plan, quotas, negotiated pricing;

• this MSA;

• the Data Processing Agreement (DPA);

• the Terms of Use, Privacy Policy, Refund Policy and other published policies.

2. Definitions

"Platform" or "Zana" means the logistics operating system and associated services; "Users" the persons authorised by the Customer to access the service; "Customer Data" the data transmitted or entered by the Customer and its Users.

3. Purpose and services

The Provider makes Zana available as software-as-a-service (SaaS): delivery creation and dispatch, real-time GPS tracking, fleet and rider management, dashboards and reports, collection and refunds via Mobile Money.

The exact scope (modules, plan, monthly delivery quotas, number of seats) is defined in the Order Form.

4. Subscriptions, quotas and seats

Access is based on a monthly subscription with a delivery quota and a number of seats (team members). Deliveries above the quota are billed at the overage rate set in the plan. Unused quota may carry forward according to the plan's rules.

5. Customer obligations and acceptable use

The Customer undertakes to:

• provide accurate information and keep its Users' credentials confidential;

• use the service only for lawful purposes and in accordance with these terms;

• obtain the necessary consents and notices from its recipients/end customers;

• not circumvent access-control, quota or billing mechanisms.

6. Fees, payment and taxes

Fees are those of the Order Form. Payments and refunds related to deliveries flow through Mobile Money (MTN MoMo, Airtel Money) via our payment aggregators. Amounts are exclusive of tax; applicable taxes (in particular under Law N°027/2022 on income taxes) are borne by the Customer. Late payment may result in suspension of the service.

7. Service levels and support

The Provider uses reasonable efforts to ensure high availability of the platform, relying on cloud infrastructure with an availability commitment of around 99.9%. Specific service-level commitments (SLA), support hours and response times, where agreed, are set out in the Order Form or a dedicated SLA annex.

8. Data protection

The processing of personal data is governed by the Data Processing Agreement (DPA), which forms an integral part of this MSA, and by the Privacy Policy, in accordance with Law N°058/2021. For its recipients' data, the Customer acts as controller and the Provider as processor.

9. Confidentiality

Each party protects the other's confidential information, uses it only to perform the agreement and does not disclose it without authorisation, save where required by law.

10. Intellectual property

The platform and all its components remain the exclusive property of Drwintech LTD. The Customer is granted a non-exclusive, non-transferable right of use, limited to the duration of the subscription. Customer Data remains the Customer's property.

11. Warranties and disclaimers

The service is provided "as is". To the extent permitted by law, the Provider disclaims any implied warranty not expressly set out in this agreement.

12. Liability

To the extent permitted by law, each party's total liability under the agreement is limited to direct and foreseeable damages and shall not exceed the fees paid by the Customer over the twelve (12) months preceding the triggering event. Indirect damages (loss of profits, data or business) are excluded.

13. Insurance

The Provider maintains appropriate insurance coverage, described in its "Insurance & Cyber Liability" statement. A certificate of insurance can be provided on request as part of a procurement process.

14. Term, suspension and termination

The MSA takes effect on subscription and renews according to the subscription period. Either party may terminate for a material breach not remedied within a reasonable time after notice. The Provider may suspend access in the event of non-payment, fraudulent use or a security risk.

15. Force majeure

Neither party is liable for a failure caused by an event beyond its reasonable control (disaster, major network outage, authority decision, etc.).

16. Compliance

The parties comply with applicable regulations, in particular Law N°058/2021 (data protection), Law N°28/2023 (anti-money-laundering and counter-terrorist financing), as well as sanctions and anti-bribery obligations. The Provider operates as a technology provider and does not hold funds on behalf of third parties.

17. Governing law and disputes

This MSA is governed by the law of the Republic of Rwanda. The parties endeavour to settle any dispute amicably; failing that, the courts of Kigali have jurisdiction.

18. Contact

Drwintech LTD — Gasabo, Kigali, République du Rwanda. Contact: hello@getzana.africa.