Customer Terms & Conditions

The following terms, where capitalised, carry the meanings assigned below throughout these Terms and all incorporated policies:

2.1 By accessing the Platform, submitting a request via the Intake Form, or using any DassGO service through any channel — including without creating an Account — you confirm that you have read, understood, and agree to be legally bound by these Terms, the Privacy Policy, Anti-Fraud Policy, Non-Circumvention Policy, Escrow Policy, Dispute Resolution Policy, and Data Processing Consent, all of which are incorporated herein by reference.

2.2 If you do not agree to any part of these Terms, you must not access or use the Platform in any capacity.

2.3 Your continued use of the Platform following any published update or amendment constitutes your unconditional acceptance of the revised Terms.

2.4 Electronic acceptance — including clicking 'I Agree,' submitting an Intake Form, making payment, or initiating any service request through any channel — shall have the same legal force and effect as a handwritten signature under Ethiopian law.

2.5 Where a Customer uses the Platform without registration, these Terms apply in full from the moment of first access or first service request, whichever is earlier. DassGO shall not be responsible for any Customer's failure to read these Terms prior to use.

3.1 DassGO is a centralised intelligence platform operating a decentralised multi-service ecosystem through technology-driven execution, verified Provider coordination, layered governance, and shared infrastructure. DassGO is not a marketplace, broker, or directory.

3.2 DassGO acts as the single point of accountability for every Service request from Intake Form submission through to verified delivery. DassGO coordinates, assigns, oversees, and governs every aspect of service execution on behalf of the Customer.

3.3 DassGO operates across nine (9) business divisions: Travel, Hotel & Visa; Digital & Online Services; Buy & Sell Goods; Consulting & Advisory; Jobs, HR & Talent; Home, On-Site & Personal Services; Learning, Skills & Certification; Marketing & Promotion; and Healthcare, Pharmacy & Medical. The scope of available services may be updated without prior notice.

3.4 Services may be delivered through any combination of DassGO's approved channels including the mobile application, website, WhatsApp, Telegram, SMS, email, call centre, walk-in agents, and partner APIs.

3.5 DassGO does not guarantee the permanent availability of any particular service, channel, feature, or division at any time.

4.1 DassGO's Platform is intended for use by persons who have the legal capacity to enter into binding contracts under the laws of the Federal Democratic Republic of Ethiopia and any other applicable jurisdiction. By using the Platform, you represent and warrant that you meet all applicable eligibility requirements.

4.2 DassGO does not conduct identity verification or age verification on Customers as a condition of platform access or service request. The sole responsibility to confirm and represent eligibility — including age, legal capacity, and authority to contract — rests entirely with the Customer.

4.3 Where a Customer is a legal entity, the individual submitting a request or accessing the Platform on that entity's behalf represents and warrants that they hold full authority to bind that entity contractually. DassGO shall not be responsible for verifying such authority.

4.4 CUSTOMER INDEMNITY FOR MISREPRESENTATION: Any Customer who uses the Platform in breach of applicable eligibility requirements — whether as to age, legal capacity, regulatory prohibition, or otherwise — shall: (a) be solely and fully liable for any consequences arising from such use; (b) indemnify, defend, and hold harmless DassGO, its officers, employees, agents, and partners from any and all claims, damages, penalties, fines, or losses arising from or related to such misrepresentation; and (c) have no claim whatsoever against DassGO in connection with any service executed in reliance on the Customer's representation of eligibility.

4.5 DassGO reserves the right to refuse, suspend, or terminate access to any Customer at its sole discretion, without liability, where DassGO has reasonable grounds to believe that eligibility requirements are not met.

5.1 Registration of a Platform Account is optional. Customers may access and use the Platform and submit service requests through approved channels without holding a registered Account, subject to these Terms applying in full.

5.2 Customers who elect to register an Account must provide accurate, complete, and current information as required during registration and are responsible for maintaining the accuracy of that information at all times.

5.3 A registered Account holder is responsible for maintaining the confidentiality of their Account credentials and for all activities conducted under their Account. Any unauthorised access must be reported immediately to info@dassgo.com.

5.4 A Customer may not create more than one Account without DassGO's express written consent. Multiple accounts created to circumvent suspensions, bans, or platform restrictions are prohibited and may result in permanent termination of all associated accounts.

5.5 DassGO reserves the right to reject, suspend, or terminate any Account registration at its sole discretion, with or without prior notice and without liability.

6.1 All Service requests must be submitted through DassGO's official Intake Form via any approved channel. DassGO does not accept informal, verbal, or off-platform requests. Any request not submitted through the Intake Form shall have no legal effect and shall create no obligation on DassGO to perform.

6.2 The Intake Form requires Customers to provide:

• A clear, complete, and accurate description of the Service required
• The specific category and sub-category of service from DassGO's nine (9) business divisions
• Desired timeline, delivery deadline, and any relevant milestones
• Location details where physical attendance or access is required
• Any special instructions, constraints, or service-level requirements
• Preferred communication channel for updates and notifications
• Any supporting documents, files, or media required to execute the request
• Contact details sufficient for DassGO to communicate regarding the request

6.3 Upon successful submission of the Intake Form, DassGO's system automatically generates a unique Case ID. This Case ID is the Customer's primary reference for all communications, payments, disputes, and records related to that request. No request shall be processed, assigned, or executed without a valid Case ID.

6.4 DassGO reserves the right to decline, return for clarification, or cancel any Intake Form submission that is incomplete, inaccurate, requests an unlawful or prohibited service, cannot be matched to an available verified Provider, or does not meet DassGO's minimum service specification standards.

6.5 You are bound by the content of your Intake Form. A material change means any modification affecting scope, timeline, delivery method, location, budget, or the fundamental nature of the originally specified service. Any such material change after assignment may be treated as a new request and may incur additional charges or cancellation at DassGO's sole discretion.

6.6 DassGO's Finance Gate is triggered by successful Intake Form submission and payment. No service execution shall commence until DassGO's Finance team confirms receipt and validation of full payment against the Case ID.

7.1 By using the Platform and requesting any Service, you agree to:

• Provide clear, accurate, and complete service specifications in every Intake Form
• Respond to DassGO's communications promptly within the prescribed timeframes
• Confirm service delivery, approval, or raise a dispute within the applicable review window as determined by DassGO's Internal SOP
• Make full payment as agreed prior to service execution commencing
• Treat DassGO staff and Providers with respect through all system-mediated interactions
• Where a Service requires physical access to your premises or location, provide safe, lawful, and unobstructed access
• Cooperate fully with DassGO's operations team, support team, and investigation processes when requested
• Accept full legal responsibility for the accuracy and truthfulness of all information provided to DassGO

7.2 DassGO reserves the right to reassign or cancel a request in the event of Customer non-responsiveness that materially impedes execution, without refund obligation.

8.1 You are strictly prohibited from:

• Contacting, soliciting, or attempting to establish any direct business or personal relationship with any Provider outside the DassGO Platform
• Requesting, encouraging, or accepting any Provider's personal contact details or external service offer at any time
• Making or receiving payments for Platform-originated services outside the DassGO escrow and payment system
• Providing false, misleading, or fraudulent information at any point including during a request, payment, or dispute process
• Circumventing, reverse engineering, tampering with, or attempting to compromise any DassGO system, algorithm, or security measure
• Submitting duplicate, fictitious, or fabricated requests for any purpose
• Using the Platform in connection with any illegal, immoral, or unauthorised activity under Ethiopian or applicable law
• Harassing, threatening, or abusing any DassGO staff member, representative, or Provider
• Attempting to manipulate, influence, or coerce any DassGO staff into violating platform policies
• Using automated scripts, bots, or crawlers to access, scrape, or extract Platform data
• Engaging in money laundering, terrorist financing, or any sanctioned financial activity
• Submitting false, defamatory, or commercially motivated ratings, reviews, or communications
• Sharing Account credentials with any third party or allowing unauthorised use of your Account

8.2 CONSEQUENCE: Breach of any prohibition in this clause may result in immediate account suspension or termination, escrow funds being held or dealt with in accordance with DassGO's Internal SOP and applicable law, financial penalties, and referral to competent Ethiopian authorities. All consequences are cumulative and not mutually exclusive.

9.1 All pricing presented to Customers is all-inclusive and transparent. DassGO does not apply hidden fees or undisclosed surcharges, except where expressly set out in these Terms or agreed in writing.

9.2 DassGO reserves the right to apply dynamic pricing based on demand, service complexity, Provider tier, market conditions, geographic factors, urgency, and other operational variables. Pricing presented at the time of Customer acceptance is binding for that specific transaction.

9.3 DassGO's Platform Fee is embedded within the total service price and is non-refundable except as expressly provided under these Terms.

9.4 All prices are displayed in Ethiopian Birr (ETB) unless otherwise specified. DassGO may display or accept other currencies at its discretion for eligible transactions.

9.5 DassGO may revise its general pricing framework at any time. Revisions do not affect accepted and confirmed transactions.

9.6 The application, calculation, and deduction of any fees — including processing fees, administrative fees, cancellation fees, and coordination fees — shall be governed by DassGO's Internal SOP, which constitutes the authoritative and binding operational framework for all fee-related determinations. DassGO does not publish specific fee percentages or amounts within these Terms, and no such publication shall be construed as a contractual commitment to any specific figure.

10.1 Payment must be made in full by the Customer prior to service execution commencing, unless an alternative arrangement has been expressly agreed in writing by DassGO.

10.2 DassGO accepts payment through approved digital payment methods, mobile banking channels, bank transfers, and any other methods indicated on the Platform. Cash payments are not accepted. Any payment made outside the DassGO payment system shall be void and shall create no obligation on DassGO or any Provider.

10.3 No service execution shall commence until DassGO's Finance team confirms receipt and validation of full payment. This Finance Gate is absolute and non-negotiable.

10.4 All payment confirmations and transaction records generated automatically by the Platform constitute binding financial records.

10.5 In the event of a failed, declined, or reversed payment, the associated request shall be suspended pending resolution. DassGO reserves the right to cancel any request where payment is not confirmed within a reasonable operational timeframe.

11.1 Upon payment confirmation, Customer funds are held in DassGO's Escrow Account or with a licensed financial partner pending verified service delivery.

11.2 Escrow funds are released to the Provider only upon: (a) Customer confirmation of satisfactory delivery through the Platform; or (b) Auto-Approval — expiry of the applicable review window without a Customer dispute being raised.

11.3 WARNING: If you do not confirm delivery or raise a dispute within the applicable review window, escrow funds will be automatically approved and released to the Provider. Upon Auto-Approval, you permanently and irrevocably waive all refund rights in respect of that transaction. This waiver cannot be reversed under any circumstances. The applicable review windows — including any tiered durations for different service types — are governed by DassGO's Internal SOP and shall be communicated to the Customer at the time of service confirmation.

11.4 DassGO reserves the right to freeze, withhold, delay, or suspend escrow release in circumstances including: active dispute proceedings; fraud investigation; compliance review; regulatory instruction; or any court or governmental order.

11.5 DassGO shall not be liable for any loss arising from banking institution delays, payment gateway failures, currency fluctuations, or regulatory freezes imposed by third parties or governmental authorities.

11.6 The management, timing, and release of escrow funds in all scenarios — including disputed, frozen, and investigation-related holds — shall be governed by DassGO's Internal SOP, which constitutes the authoritative operational framework for all escrow-related determinations.

12.1 DassGO's refund policy is governed by the stage at which a cancellation or dispute arises. The determination of the applicable stage, and the refund entitlement arising therefrom, shall be made exclusively by DassGO in accordance with its Internal SOP, Manual, and operational procedures, which constitute the authoritative and binding framework for all refund-related determinations.

12.2 The following stage-based framework sets out the general principles of refund eligibility. Specific deductions, fees, and amounts applicable at each stage are governed by DassGO's Internal SOP and are not published within these Terms:

12.3 DassGO's determination of the applicable stage and the resulting refund entitlement shall be conclusive and binding on the Customer. All refund decisions are final.

12.4 DassGO's Platform Fee is non-refundable in all circumstances, except in the event of a DassGO-initiated cancellation as described in Clause 12.2.

12.5 Refund requests must be submitted through the Platform's official dispute or cancellation channel with the relevant Case ID. DassGO does not process refund requests submitted through unofficial channels.

13.1 Customers may submit a cancellation request through the Platform at any time prior to service completion. Cancellation requests submitted after service completion shall be automatically declined.

13.2 Cancellation after assignment but prior to execution may incur a cancellation fee reflective of administrative and coordination costs incurred by DassGO, as determined by DassGO's Internal SOP.

13.3 DassGO reserves the right to cancel any request at any time where: (a) fraud or misrepresentation is suspected; (b) the request violates platform policies or applicable law; (c) payment is not confirmed within the required timeframe; or (d) no suitable Provider is available.

13.4 In the event of a DassGO-initiated cancellation for operational reasons unrelated to Customer breach, the Customer shall receive a full refund of the net transaction amount excluding any third-party payment processing costs already incurred.

14.1 DassGO operates a strict zero-tolerance Non-Circumvention Policy. All communications between Customers and Providers must occur exclusively through the DassGO Platform. No personal contact details, external messaging identifiers, or direct contact information may be exchanged at any time.

14.2 Any attempt to establish, solicit, or facilitate a direct business or personal relationship with a Provider — whether during, upon completion of, or after a Platform transaction — constitutes a material breach of these Terms.

14.3 Any off-Platform transaction for services originally introduced through DassGO — whether or not a formal request was raised — constitutes circumvention. DassGO reserves the right to pursue full contractual damages equivalent to three hundred percent (300%) of the total estimated transaction value against any Customer found to have circumvented the Platform.

14.4 DassGO may permanently suspend or blacklist any Customer found to have engaged in circumvention, without refund of any outstanding balances.

14.5 This prohibition applies during the period of Platform use and for twenty-four (24) months following the Customer's last Platform interaction, service request, or Account activity — whichever is most recent.

15.1 All Intellectual Property on the Platform — including the DassGO name, logo, platform architecture, AI systems, scoring algorithms, databases, workflows, service processes, and all content — are the exclusive property of DassGO or its licensors.

15.2 No licence, right, or permission to use any DassGO Intellectual Property is granted to any Customer by virtue of these Terms, except the limited, revocable, non-exclusive right to access and use the Platform strictly for its intended purpose.

15.3 You shall not reproduce, copy, distribute, republish, display, or create derivative works from any DassGO Intellectual Property without express prior written consent.

16.1 DassGO collects, processes, and stores personal data in accordance with its Privacy Policy, which is incorporated into these Terms by reference and is available on the Platform.

16.2 By using the Platform, you consent to the collection and processing of your personal data — including contact information, device data, location data, transaction records, communication content, and behavioural data — for the purposes of service delivery, fraud prevention, platform security, legal compliance, and service quality improvement.

16.3 DassGO may share your data with licensed payment partners, verification providers, law enforcement authorities, and regulatory bodies as required by applicable law or operational necessity.

16.4 The retention, processing, and management of personal data shall be further governed by DassGO's Privacy Policy and applicable Ethiopian law.

17.1 DassGO employs artificial intelligence and automated decision-making systems for case routing and prioritisation, Provider matching and scoring, fraud detection and risk assessment, pricing optimisation, performance monitoring, and platform governance enforcement.

17.2 By using the Platform, you acknowledge and consent to being subject to automated decisions. Where an automated decision materially and adversely affects you — including account suspension, escrow freeze, or request cancellation — you may request human review by contacting DassGO through the official support channel. DassGO shall process such requests in accordance with its Internal SOP.

17.3 DassGO does not guarantee the absolute accuracy of AI-driven decisions and reserves the right to modify, override, or supplement automated decisions at any time.

18.1 DassGO employs a multilayered fraud prevention framework including real-time transaction monitoring, immutable audit logging, fraud pattern detection, no-cash enforcement, and duplicate request detection.

18.2 Where DassGO has reasonable grounds to suspect fraudulent activity, it reserves the right to: (a) freeze all associated escrow funds immediately; (b) suspend or restrict Account access; (c) conduct a full investigation including review of all associated transactions, communications, and account history; and (d) report the matter to Ethiopian law enforcement and regulatory authorities without prior notice to the Customer.

18.3 Customers suspected of fraud forfeit any right to a refund pending the conclusion of an investigation. Where fraud is confirmed following investigation, associated funds shall be held and dealt with in accordance with DassGO's Internal SOP and, where applicable, pursuant to the order or direction of a competent court, regulatory authority, or arbitral tribunal. DassGO shall refer confirmed fraud to the appropriate Ethiopian law enforcement and regulatory authorities.

18.4 The procedures, timelines, and operational steps governing fraud investigations — including fund freezing, account restriction, evidence preservation, and authority referral — are governed by DassGO's Internal SOP, which is proprietary and confidential.

18.5 Any Customer who knowingly engages in fraudulent activity on the Platform shall be liable to DassGO for all losses, damages, costs, and expenses arising from such conduct.

19.1 DassGO reserves the right to suspend or terminate any Customer's access to the Platform at any time, with or without notice, for reasons including but not limited to: material breach of these Terms; fraudulent or suspected fraudulent activity; abuse of Platform systems or staff; regulatory or legal obligation; or any conduct DassGO deems harmful to the Platform, its users, or third parties.

19.2 Upon suspension or termination, all pending requests may be cancelled and any uncontested escrow balances handled in accordance with the applicable stage-based refund framework and DassGO's Internal SOP. Disputed or investigation-related funds shall remain held pending resolution.

19.3 Termination does not affect any rights, obligations, or liabilities that have accrued prior to the date of termination.

20.1 To the maximum extent permitted by Ethiopian law, DassGO's total aggregate liability to any Customer arising out of or in connection with these Terms, any Service, or use of the Platform shall not exceed the total fees paid by that Customer in respect of the specific transaction giving rise to the claim.

20.2 DassGO shall not be liable for: (a) any indirect, incidental, special, consequential, or punitive damages; (b) loss of profits, revenue, business opportunity, or goodwill; (c) service failures caused by third-party providers, payment systems, or telecommunications networks; (d) Force Majeure Events; or (e) inaccuracies, omissions, or errors in Customer-supplied Intake Form data.

20.3 Nothing in this Clause 20 shall limit DassGO's liability for death or personal injury caused by DassGO's own gross negligence or wilful misconduct, or for any liability that cannot lawfully be excluded or limited under the laws of the Federal Democratic Republic of Ethiopia.

20.4 DassGO provides the Platform and Services on an 'as is' and 'as available' basis. No warranty, express or implied, is given as to the uninterrupted availability of any Service or the fitness of any Service for the Customer's specific purpose.

21.1 DassGO monitors all communications conducted through or in connection with the DassGO Platform interface, including the mobile application, website, DassGO-integrated messaging systems, SMS through DassGO's gateway, and call centre interactions.

21.2 Where Customers communicate through third-party platforms integrated with DassGO (including WhatsApp and Telegram), monitoring applies to message content received through the DassGO integration layer. Communications on those platforms outside the DassGO integration are additionally subject to those platforms' own terms.

21.3 By using the Platform, you explicitly consent to DassGO monitoring, recording, storing, and analysing all such communications for service quality assurance, fraud prevention, dispute resolution, compliance, and platform governance.

21.4 Monitoring records may be used as evidence in any internal dispute resolution, arbitration, or legal proceeding, and the Customer consents to their admissibility in any such proceedings.

22.1 DassGO reserves the following rights, exercisable at its sole discretion, at any time and without prior notice unless specifically required by applicable law:

• To modify, suspend, restrict, or discontinue any feature, division, or service on the Platform
• To assign, reassign, or remove any Provider from any request
• To apply, modify, or override pricing on any pending or unaccepted transaction
• To freeze, withhold, or redirect escrow funds during investigations
• To suspend, restrict, or terminate any Customer's access to the Platform
• To refuse service to any person or entity at any time without obligation to give reasons
• To access, review, and retain all communications and data submitted through the Platform
• To use automated AI-based decision systems for routing, scoring, fraud detection, and operational management
• To update these Terms at any time, with continued use of the Platform constituting acceptance of the revised Terms
• To report suspicious activity to competent Ethiopian authorities without prior notice to the Customer
• To govern all sensitive operational matters — including escrow timelines, review windows, fee calculations, investigation procedures, and refund determinations — through its Internal SOP, Manual, and operational procedures, which are proprietary and not subject to Customer review or challenge

23.1 These Terms are governed exclusively by the laws of the Federal Democratic Republic of Ethiopia.

23.2 Any dispute arising out of or in connection with these Terms shall first be subject to DassGO's internal Dispute Resolution Policy: Step 1 — Support Review (submit to support@dassgo.com with Case ID); Step 2 — Executive Escalation to the COO or designated senior officer (submit to escalations@dassgo.com). The timelines and procedural steps for each stage are governed by DassGO's Internal SOP.

23.3 If unresolved after Step 2, the dispute shall be referred to binding arbitration in Addis Ababa, Ethiopia, in accordance with applicable Ethiopian arbitration law, by written notice within thirty (30) calendar days of the Step 2 determination.

23.4 Arbitration proceedings shall be conducted in English and/or Amharic. Each party shall bear its own legal costs unless the arbitral tribunal orders otherwise.

23.5 The arbitral award shall be final and binding on all parties and enforceable in any court of competent jurisdiction.

24.1 Entire Agreement: These Terms, together with the Privacy Policy, Anti-Fraud Policy, Non-Circumvention Policy, Escrow Policy, Dispute Resolution Policy, and Data Processing Consent, constitute the entire agreement between DassGO and the Customer and supersede all prior agreements, representations, and understandings.

24.2 Internal SOP Supremacy: Where these Terms make reference to DassGO's Internal SOP, Manual, or operational procedures, such documents shall govern the relevant operational matter exclusively and shall not be subject to disclosure, challenge, or variation by the Customer. DassGO's good faith application of its Internal SOP shall be conclusive and binding in all matters to which it applies.

24.3 Severability: If any provision of these Terms is found to be unenforceable or invalid, such provision shall be modified to the minimum extent necessary to make it enforceable. All remaining provisions continue in full force and effect.

24.4 No Waiver: DassGO's failure to enforce any right or provision shall not constitute a waiver of that right or provision.

24.5 Assignment: DassGO may assign its rights and obligations without restriction. Customers may not assign any rights or obligations without DassGO's prior written consent.

24.6 Notices: All formal notices to DassGO must be submitted in writing to info@dassgo.com. Notices to Customers shall be issued through their registered Platform account or confirmed communication channel.

24.7 Language: These Terms are drafted in English. In the event of any conflict between an English-language version and any translation, the English version shall prevail.

24.8 Survival: Clauses 14 (Non-Circumvention), 15 (Intellectual Property), 16 (Privacy), 18 (Fraud Prevention), 20 (Limitation of Liability), 23 (Governing Law), and 24 (General Provisions) shall survive termination of these Terms.

24.9 Version Control: This is Version 1.0 of the DassGO Customer Terms & Conditions, effective 2026.