AI Use Policy

1. About this policy

This policy explains the use of AI-assisted support and automated service workflows when you interact with S Identify Africa, operated by S Identify Verification Technologies Ltd. It covers AI features made available through our service channels, including WhatsApp where enabled. Some assistance may be provided through the shared Jankado AI system.

This policy supplements our Terms of Use and Privacy Policy. It does not make every Jankado AI feature available to S Identify Africa customers, and it does not replace service-specific permissions, consent requirements or signed agreements. Features can vary by channel, account and service availability.

2. What the assistant does

The assistant helps explain services, understand questions, guide users to the appropriate workflow and provide customer-support responses. It can respond in English or Hausa, although understanding and translation may be imperfect.

Some interactions use predefined menus or application rules; other questions receive AI-generated answers. Where a connected service is available, the conversation can guide you to registration, account identification, verification or a support workflow. The general conversational model is not itself the authoritative identity database, payment ledger or account administrator.

3. Service actions and account access

Operations such as checking account access, processing a verification request, deducting a service charge or recording a transaction are governed by the connected application and its service rules. A chat response must not be treated as proof that an action has completed. Check the official service result, transaction record or reference, and ask support to investigate inconsistencies.

Access to a Jankado account does not automatically authenticate you to S Identify Africa or authorise access to its records. Follow the account identification and authorisation steps for the relevant platform. A WhatsApp conversation or knowledge of another person’s details does not itself establish permission to check their identity.

Review the service, information submitted and applicable charge before completing a service step. If a response is unclear or a transaction times out, check its reference or contact support before retrying a chargeable action.

4. Accuracy and appropriate reliance

AI can misunderstand a request, produce inaccurate or incomplete information, translate incorrectly or describe an unavailable service. It may not have current pricing, live provider availability or the latest account state. Use the portal, published service information and confirmed records for those matters.

AI answers are general assistance, not legal, financial, medical or regulatory advice. The assistant cannot make binding promises about refunds, eligibility, approval, licensing or service availability merely by stating them in chat. Our official terms, authorised support decisions and applicable law govern those matters.

We remain responsible for our own service and legal obligations. Describing a response as AI-generated does not remove mandatory consumer or data-protection rights.

5. Identity and facial verification

Identity and facial checks use the selected verification workflow and its authorised sources or specialist providers. An AI explanation or summary is not a substitute for the underlying result. Facial comparisons and source records can be inaccurate or incomplete; a match does not establish a person’s intentions or guarantee that a transaction is safe.

Do not use a conversational answer or match score alone to make a decision that materially affects another person. Apply appropriate review and the safeguards required by law. Where applicable law provides rights concerning decisions based solely on automated processing with legal or similarly significant effects, those rights remain available.

If you dispute a platform result, contact us with the relevant reference and request review. If a customer organisation used our result in its own decision, contact that organisation about its decision as well. We will investigate matters for which we are responsible and explain the relevant review process.

6. What information is used in a conversation

To generate a relevant reply, the AI service may process the message you send, limited recent conversation context, language and channel information, the relevant company or platform, authentication status and an internal customer identifier where available. Your message content may itself contain personal information.

The messaging channel also handles information such as your sender identifier, phone number and delivery details. Connected application workflows may process additional identity, document, payment or service information for the requested operation. Those records are governed by our Privacy Policy and the relevant service requirements.

Conversation continuity data, service events and selected conversation records may be retained for support, troubleshooting, security and quality assessment. A short conversation context used for a reply does not mean that all logs or service records are immediately deleted. Retention depends on the purpose, record type and applicable obligations.

7. Protecting sensitive information

Do not send passwords, payment-card security codes, PINs, access tokens or password-reset OTPs in general AI-support messages. Enter an OTP only in the designated account or verification step that legitimately requires it. Our conversational assistant is instructed not to request NIN, BVN, passwords, PINs or OTPs for general support.

Where an authorised verification workflow genuinely requires identifiers, a selfie or documents, use the approved form or clearly identified service step and submit only what is required. Do not paste full identity records, verification reports or another person’s documents into a general support conversation.

If the assistant unexpectedly asks for sensitive information, stop and contact support through the official address. Instructions to the model reduce risk but cannot guarantee that every generated response will follow them correctly.

8. Processing providers and model improvement

AI responses may be generated by an AI service connected to the platform. Messaging, hosting and technical providers may also process relevant information as part of delivering the interaction. A model name or a shared AI brand does not, by itself, establish where data is hosted, how long it is retained or whether provider training is disabled.

Any sharing or international transfer remains subject to our Privacy Policy and applicable data-protection requirements. Contact us for information about the processing arrangements relevant to your interaction.

Reviewing support conversations or using approved guidance to improve answers is distinct from training or fine-tuning a model. This policy does not authorise unrestricted reuse of identity records, biometric information or private conversations for model training. Any such processing would require a defined purpose, applicable lawful basis, safeguards and appropriate notice, with consent where required.

9. Human support and complaints

You may request human assistance for an unclear answer, disputed verification, failed payment, account-access problem or privacy concern. Use the Customer Care or support option where available, or email [email protected]. If an automated handoff does not produce a response, contact support directly.

Provide the relevant reference and describe the issue without sending unnecessary identity information. We may need proportionate information to establish your identity or authority before discussing protected records. Human review does not guarantee that a disputed result will be reversed; it provides an opportunity to investigate and explain the outcome.

You may exercise the privacy rights described in our Privacy Policy and complain to the Nigeria Data Protection Commission where appropriate. A person whose information was checked can raise a concern without holding a platform account.

10. Acceptable use

Do not use the assistant to impersonate another person, obtain unauthorised account or identity information, conduct harassment or unlawful surveillance, generate fraudulent documents, bypass payment or access controls, or manipulate a workflow into taking an unauthorised action.

Do not submit instructions intended to override safeguards or expose private system information. A model following an instruction does not make the requested action lawful or authorised. We may restrict access while investigating misuse, subject to our Terms of Use and applicable law.

11. Changes and contact

We may change AI features, connected services or this policy. Material changes will be communicated through appropriate service channels, and the policy publication date will be updated. Where a change requires consent, it will be sought separately rather than inferred from another person’s use of the assistant.

S Identify Verification Technologies Ltd, trading as S Identify Africa. Website: https://sidentifyafrica.com. Questions, human-support requests and AI-related complaints: [email protected].