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BUSINESS & OPERATIONAL RULES: E-CENTIVE INCENTIVE PROGRAM

BUSINESS & OPERATIONAL RULES: E-CENTIVE INCENTIVE PROGRAM

Date of last update: 31/10/2025

Important Notice: These rules work together with the main Terms and Conditions document. We may update these rules more often than the main Terms and Conditions when our business partners or phone manufacturers change their requirements.

  1. WHO CAN EARN INCENTIVES AND WHAT ROLES EXIST

1.1 Different Types of Participants

There are four types of people who can participate in our incentive program:

  • Sales Agent: This is you if you work directly with customers to sell products. You can earn "submitter incentives" when you make a sale.
  • Store Manager: This is you if you manage a store or team. You can earn both "submitter incentives" (when you personally make a sale) and "manager incentives" where offered by the phone manufacturers (for managing your team's performance).

1.2 Special Rules for Store Managers

Here are the important rules if you are a Store Manager:

  • You can only be registered as a Store Manager at one store location. You cannot manage multiple stores in our system.
  • Each store location can only have one Store Manager registered, unless our system specifically allows more than one.
  • Important Earning Rule: If you are a Store Manager and you personally sell a product to a customer, you will earn BOTH the submitter incentive (because you made the sale) AND the manager incentive (because you are the manager). This is because you did both jobs in that transaction.

1.3 What Store Managers Must Do

If you are a Store Manager, you have these responsibilities:

  • Make sure all your Sales Agents are properly connected to you in our system so you can earn manager incentives if offered by the phone manufacturer(s).
  • Remember: We cannot go back and add earnings to previous months. The manufacturers do not allow backdating of any earnings.
  1. KEEP YOUR ACCOUNT ACTIVE

2.1 Keeping Your Profile Working

  • If there is no activity in your eWallet (meaning you don’t earn or withdraw) for 60 days in a row, our system will automatically deactivate your profile and you will not be able to log in.
  • The system does send out emails before the scheduled deactivation.
  • To re-activate your profile, you must call or email our Support Centre.
  • Always keep your personal information up to date. If your phone number, address or other details change, contact the call centre to update them.
  • Best Practice: Use your eWallet regularly to avoid your profile from being deactivated.
  1. HOW TO SUBMIT CLAIMS FOR INCENTIVES

3.1 Information You Must Include in Every Claim

When you submit a claim for an incentive, you must include all of this information:

  • The date when the sale happened (transaction date)
  • The complete invoice number from the receipt
  • The IMEI number, serial number, or barcode number of the product
  • A clear photo or copy of the customer receipt or proof of sale
  • Specific requirements as stipulated by your company Head Office i.e. store stamp, manager signature, date, etc.

3.2 How Long It Takes to Process Your Claims

Here is what happens after you submit a claim:

  • Review Time: We will look at your claim within 48 working hours (Monday to Thursday only).
  • Check Your Status: You can see if your claim was approved or rejected by logging into your profile and going to the specific claim.
  • If Your Claim is Rejected: You have 7 days from when we reject it to contact our Support Centre, BUT you must do this within 14 days of the original sale date.
  • Final Decision: If the manufacturer decides on your claim, that decision cannot be changed.

3.3 Why Your Claim Might Be Rejected

Your claim will be rejected if:

  • The date on your submitted claim does not match the date on the customer receipt
  • You submit the same claim twice (duplicate claims)
  • The store shown on the receipt does not match the store where you are registered
  • The IMEI or product number you entered does not match what is on the receipt
  • The receipt is not clear enough to read or looks different from normal receipts
  • The customer returned the product or exchanged it
  • The manufacturer tells us to reject it
  • We think there might be fraud or fake information
  • You broke any of the rules in the main agreement

3.4 Important Rules for Store Managers

If you are a Store Manager, you must follow these strict rules:

  • You CANNOT submit a claim for a sale that was made by one of your Sales Agents.Only the person who actually made the sale can submit the claim.
  • You CANNOT submit claims on behalf of your Sales Agents to help them earn their incentive.Each person must submit their own claims.
  • You CAN ONLY submit claims for sales that you personally made to customers.When you do this, you will earn both the submitter incentive and the manager incentive.
  1. INCENTIVE MONEY AND ACCOUNT LIMITS

4.1 How Much Money You Can Move

There are limits on how much incentive money you can move:

  • Monthly Limit: You can move a maximum of R50,000 per month from your E-Wallet to your Incentive Card.
  • Card Limit: Your Incentive Card can never have more than R50,000 on it at any time.
  • Minimum Amount: There is a minimum amount you must transfer each time (check the Portal for this amount).

4.2 When We Might Take Back Your Incentive Money

We might take back (also known as clawback) incentive money that was already paid to you if:

  • We discover fraud at any time, even after your claim was approved
  • The product you sold was a "Blacklisted Item" (products that are stolen, fake, or not supposed to be sold)
  • The IMEI number was already used for an incentive claim somewhere else
  • The product was not supposed to be sold for incentives (like demo products, promotional items, or business-to-business sales)
  • We made a mistake and paid you incentives you should not have received
  • The customer returned the product to the store
  1. SPECIAL MANUFACTURER PROGRAMS

5.1 How Special Programs Work

Sometimes manufacturers create special incentive programs:

  • These special programs are completely up to the manufacturer. They can start them or stop them anytime they want.
  • We manage these programs exactly as the manufacturer tells us to.
  • You might find the rules for these special programs on our Portal or in separate documents.
  • Different manufacturers might have completely different rules for their special programs.

5.2 Different Rules for Different Programs

Remember that:

  • Different manufacturers can have different rules.
  • Rules can change when the manufacturer decides to change them.
  • We will tell you about any special program rules that apply to you.
  • If there are no special rules mentioned, then these standard rules apply.
  1. FOLLOWING THE RULES

6.1 Preventing Fraud

To prevent fraud:

  • We can freeze your account if we need to investigate claims.
  • We might stop you from accessing your E-Wallet while we investigate.
  • If you break the rules repeatedly, you can be kicked out of the incentive program permanently.
  • You cannot combine claims with other people or submit claims under someone else's name.
  1. WHEN RULES CHANGE

7.1 Why Rules Might Change

These rules might be updated because of:

  • Changes from our business partners or manufacturers
  • Improvements to make the system work better
  • New legal requirements
  • Better business processes

7.2 How You Will Know About Changes

When we update these rules:

  • We will post notifications on the Portal when you log in.
  • It is your responsibility to read these notifications and stay informed.

7.3 When Changes Start

  • Changes become effective as soon as we publish them.
  • We will not apply changes to things that happened before the change, unless we specifically say so and get approval.
  • By continuing to use the program after changes are made, you agree to follow the new rules.
  1. GETTING HELP

8.1 How to Contact Us

If you need help:

  • Find the Support Centre contact information on the Portal login page.
  • We will respond within the timeframes mentioned in the main Terms and Conditions.

8.2 If You Have a Dispute

If you have a problem:

  • First, contact our Support Centre.
  • If the Support Centre cannot help, we will escalate according to the main Terms and Conditions.
  • For some issues, the manufacturer makes the final decision and it cannot be changed.

Important Note: These Business & Operational Rules work together with the main Terms & Conditions document. If there is ever a conflict between these rules and the main Terms & Conditions, the Terms & Conditions document controls legal rights and obligations, while these rules control day-to-day procedures.