AfricanComplex

Support Agent Agreement

Last updated August 6, 2026

AfricanComplex — Support Agent Independent Contractor Agreement

Last Updated: July 23, 2026 Effective Date: July 23, 2026

1. Parties

This Support Agent Independent Contractor Agreement (the "Agreement") is entered into between AfricanComplex Holdings LLC, an Indiana limited liability company, operating the AfricanComplex marketplace ("Company," "we," "us," or "our"), and the individual approved to provide customer-support services on the AfricanComplex platform ("Agent," "Contractor," "you," or "your").

By accepting this Agreement and being granted a Support Agent role, you agree to be bound by its terms.

2. Independent Contractor Relationship

2.1 Status

You are an independent contractor, not an employee of the Company. Nothing in this Agreement creates an employment relationship, partnership, joint venture, or agency between you and the Company.

2.2 What This Means

  • You are free to accept or decline available support work.
  • You determine the method and means of resolving the support requests assigned to you, within the Company's published support policies and quality standards.
  • You are responsible for your own taxes, insurance, and business expenses.
  • You are not entitled to employee benefits, workers' compensation, unemployment insurance, or any other employee benefit.
  • You may perform services for other companies at any time, subject to the confidentiality obligations in Section 6.

2.3 No Minimum Hours

The Company does not require you to work any minimum number of hours or resolve any minimum number of tickets. Support work is offered on a per-availability basis.

3. Scope of Services

3.1 Ticket Categories

You will respond to and work to resolve customer, merchant, and driver support requests ("tickets") through the Company's in-app Support Center, in accordance with the Company's published support policies, response-time expectations, and quality standards. Tickets you may be assigned include, without limitation:

  • Customer refund requests for orders of $15 or more, and any refund request that is not eligible for the Terms of Service's automatic-approval process for orders under $15 with photographic evidence;
  • Refund requests that a Merchant did not respond to within the 24-hour response window set out in the Terms of Service (§5.2) and the Merchant Agreement, once escalated to the Company for resolution;
  • Merchant account-status inquiries arising from the cancellation-rate and refund-rate review thresholds described in the Merchant Agreement (excessive cancellation and refund-rate review);
  • Driver document-compliance tickets, including reviewing a renewed license, insurance, or registration upload submitted after an automatic suspension for an expired document, and working within the Company's targeted 24-hour review window for such submissions;
  • Wallet-related tickets, including customer inquiries about a hold, reversal, or disputed charge under the Wallet Terms;
  • General billing, account, and order/delivery inquiries not falling into the categories above.

3.2 Limits on Your Authority

Your role is limited to working tickets within the Company's published procedures. Unless the Company's written procedures expressly authorize it for the ticket type in question, you may not:

  • Approve a refund for an order of $15 or more without following the Company's escalation and review procedure for that ticket type;
  • Waive, reduce, discount, or otherwise modify any Merchant subscription fee, commission rate, Driver payout, or Wallet balance;
  • Access or adjust a Wallet balance directly — Wallet balance adjustments are reserved to Admin and Super Admin roles under the Company's internal access-control policy;
  • Make any representation that varies, waives, or amends the Terms of Service, Merchant Agreement, Driver Independent Contractor Agreement, or any other Company agreement; or
  • Disclose to any user information about another user's account beyond what is necessary to resolve the specific ticket assigned to you.

You will be granted access strictly limited to the support tools necessary to perform this role and to no other part of the Company's administrative systems.

4. Compensation — Paid for Active Time Worked

4.1 Basis of Pay

Because support is provided as needed rather than on a salaried basis, you are compensated for the active time you actually spend working on tickets, at the rate set out in your onboarding terms or a separate compensation schedule. You are not paid a fixed salary and are not paid for time during which you are not actively working a ticket.

4.2 How Active Time Is Determined

"Active time" means the time you are actively engaged with an open ticket within the platform. Time during which you are idle, away, or not engaged with a ticket is not active time and is not compensated. Active time is measured automatically by the platform as described in Section 5.

4.3 Payment Schedule

Compensation is calculated from the active time recorded by the platform for the relevant period and paid according to the schedule stated in your onboarding terms. The Company's records of recorded active time are the basis for calculating amounts owed.

4.4 Disputing Recorded Time

If you believe the active time recorded for you in a given pay period is inaccurate, you must notify the Company in writing within 14 days of the payment date for that period, identifying the specific ticket(s) and time range in question. The Company will review the underlying ticket-level timestamps recorded by the platform and provide you with a corrected calculation, and any resulting adjustment, within 14 days of receiving your notice. Disputes not raised within this 14-day window are deemed waived, without prejudice to any claim that applicable law does not permit such a waiver.

5. Work-Time Measurement and Electronic Monitoring (Notice and Consent)

You acknowledge and consent that the Company measures the active time you spend working on support tickets through automated means built into the platform, and that this measurement is used to calculate your compensation under Section 4.

Specifically:

  • While you have a ticket open and are actively working it, the platform automatically records the amount of active working time associated with that ticket and your account.
  • This measurement is limited to your engagement with the Company's support tools (for example, having a ticket open and being active on it). It is used for the purpose of calculating pay and reviewing support quality and productivity.
  • The Company does not represent that a live timer is shown to you while you work; the measurement runs in the ordinary course as part of the support tools.
  • The Company does not use this feature to capture your keystrokes, screen contents, personal communications, files, or activity outside the Company's support tools.

By accepting this Agreement, you provide your informed written consent to the measurement and monitoring described in this Section. If you do not consent, you should not accept this Agreement or perform support services.

Because this is a remote role and Agents may be located in any U.S. state, the Company additionally provides the following state-specific notice where applicable: for Agents located in New York, this Section constitutes the written notice required before electronic monitoring under New York Civil Rights Law § 52-c; for Agents located in Connecticut, it constitutes the prior written notice required under Connecticut General Statutes § 31-48d; and for Agents located in Delaware, it constitutes the notice required under Delaware Code tit. 19, § 705. The Company will provide any additional posting or acknowledgment required by a specific state's monitoring-notice statute as Agents are onboarded from that state.

6. Confidentiality and Data Handling

In performing support services you will have access to confidential information, including order details, delivery addresses, the last four digits of payment cards as surfaced through Stripe, and compliance-status flags for Merchant and Driver documents. Consistent with the Company's data-security practices described in its Privacy Policy, full Social Security Numbers and full payment card numbers are encrypted and are not displayed to you in full; you will see only truncated or masked values as needed to resolve a ticket. You agree to:

  • Use such information solely to perform your support duties;
  • Not copy, export, disclose, or retain such information outside the Company's systems;
  • Comply with the Company's Privacy Policy and data-handling instructions; and
  • Immediately report any suspected data incident to the Company.

Support tickets and any attachments you handle are retained by the Company for 3 years after ticket resolution, consistent with the Company's Platform Operations Policy, and are then anonymized or deleted. These obligations survive termination of this Agreement.

7. Access and Security

You are granted the Support Agent role under the Company's internal role hierarchy, which sits below the Admin and Super Admin roles and is limited to ticket assignment and the basic dispute-resolution functions described in Section 3. Assigning and working tickets in this role does not itself require the two-factor authentication the Company mandates for Admin and Super Admin accounts; however, you must maintain a unique, non-shared password for your account and enable any authentication method the Company's support platform requires. Your actions within the Support Center — including ticket assignment, status changes, and refund recommendations — are logged with your user ID and a timestamp, consistent with the Company's audit-logging practices for all platform roles. You agree not to attempt to access any part of the Company's systems beyond the support tools provided to you, and not to share your login credentials. The Company may modify or revoke your access at any time.

8. Term and Termination

This Agreement begins when you accept it and continues until terminated by either party. Either party may terminate at any time, with or without cause, on written notice. Without limiting the Company's right to terminate without cause, grounds for immediate termination include: exceeding your authority under Section 3.2; accessing or attempting to access Company systems beyond the tools granted to you under Section 7; disclosing confidential information in violation of Section 6; or fraud or misrepresentation in connection with your support work. On termination, your access is revoked and you will be paid for active time recorded through the effective date of termination, subject to the dispute procedure in Section 4.4.

9. Taxes and No Benefits

You must complete and submit IRS Form W-9 before receiving your first payment. You are solely responsible for all taxes on amounts paid to you. The Company will report payments as required by law, including issuing Form 1099-NEC if you are paid $600 or more in a calendar year. You are not eligible for any Company employee benefits.

10. Limitation of Liability and Indemnification

To the maximum extent permitted by law, the Company's total liability to you under this Agreement shall not exceed the total compensation paid to you in the three (3) months preceding the claim, and the Company is not liable for indirect, incidental, or consequential damages arising from this Agreement. You agree to indemnify, defend, and hold harmless the Company from claims arising from your breach of this Agreement, your violation of applicable law, or your unauthorized access to or disclosure of confidential information.

11. Governing Law; Dispute Resolution

This Agreement is governed by the laws of the State of Indiana, without regard to its conflict-of-laws principles, regardless of the state from which you provide services, as a bargained-for term of this Agreement. Except for claims for injunctive relief or intellectual property infringement, any dispute arising out of or relating to this Agreement or your classification shall be resolved by binding individual arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules then in effect, seated in Hendricks County, Indiana. This arbitration agreement is governed by the Federal Arbitration Act, 9 U.S.C. §§ 1–16, and, to the extent not preempted, by Indiana's Uniform Arbitration Act, Ind. Code § 34-57-2. Arbitration will be conducted on an individual basis only, and not as a class, collective, or representative action. You may opt out of this arbitration provision within 30 days of accepting this Agreement by sending written notice to [email protected]. Either party may bring an individual claim in small claims court in lieu of arbitration if the claim qualifies for that court's jurisdiction.

12. Equipment and Expenses

You are responsible for supplying your own computer, reliable internet connection, and any other equipment needed to access the Support Center. The Company does not supply equipment and does not reimburse internet, home-office, or other business expenses you incur in providing support services, consistent with your status as an independent contractor under Section 2.

13. General

This Agreement, together with your onboarding terms and the Company's published policies, is the entire agreement between the parties regarding support services. If any provision is held unenforceable, the remainder stays in effect. Section 6 (Confidentiality and Data Handling), Section 9 (Taxes and No Benefits), Section 10 (Limitation of Liability and Indemnification), and Section 11 (Governing Law; Dispute Resolution) survive termination.

14. Contact

AfricanComplex Holdings LLC 5702 Walkabout Way, Brownsburg, IN 46112 [email protected] · +1 317-389-1333

By accepting, you confirm you have read, understood, and agree to this Agreement, including the work-time measurement and monitoring described in Section 5.

Signatures

Agent Signature: _______________________________ Printed Name: ____________________________

Date: ____________________________