These Terms of Service (“Terms”) govern access to and use of the LineUp platform (“Platform”), a cloud-based queue management system operated by CyberSafeHills & Partners Ltd (“LineUp”, “we”, “us”). By registering for or using the Platform, the Tenant organization (“Tenant”, “you”) agrees to these Terms. If you are agreeing on behalf of an organization, you represent that you have the authority to bind that organization.

For commercial subscription terms — including billing, renewals, suspension, and payment — please also refer to the Commercial Agreement, which supplements these Terms.

LineUp is a multi-tenant SaaS platform that enables organizations to manage customer service flows through the following core capabilities:

• Queue management: ticketing, wait time tracking, and service flow management
• Service point management: assigning staff to handle queues across branches
• Display systems: real-time queue progress screens for service environments
• Broadcast system: sending real-time messages, alerts, and announcements within a service environment
• SMS and email notifications to queue participants
• Staff management with Role-Based Access Control (RBAC)
• Multi-branch organizational structure
• Audit logging of all user and system actions
• Analytics and CSAT reporting
• Waitlist management

The Platform is designed for enterprise and organizational use. Each Tenant's environment is logically isolated from all other Tenants. No cross-tenant data visibility is permitted under any circumstances.

3.1 The Tenant is responsible for maintaining the confidentiality of all administrator credentials and for all activities that occur within their organization's account.

3.2 The Tenant is responsible for correctly configuring RBAC roles and permissions for their Staff Users, ensuring that each user is granted only the access necessary for their function.

3.3 The Tenant must promptly revoke access for any Staff User who leaves the organization or whose role changes to one that should not have platform access.

3.4 The Tenant must ensure that all users accessing the Platform on their behalf comply with these Terms.

3.5 The Tenant must maintain accurate billing contact information to ensure receipt of invoices, renewal notices, and service communications.

Tenants and their users must not:

• Attempt to access, query, or view data belonging to any other Tenant organization
• Use the broadcast system to distribute unlawful, abusive, misleading, or harassing content
• Manipulate queue data to misrepresent service metrics or deceive customers
• Use the Platform in a manner that violates applicable law or regulation
• Reverse-engineer, decompile, or attempt to extract the Platform's source code
• Circumvent or attempt to bypass authentication, session management, or access controls
• Use the Platform to transmit malicious code or conduct security attacks
• Sublicense or resell access to the Platform to third parties

LineUp reserves the right to suspend any account that violates these provisions. Full acceptable use restrictions are set out in the Commercial Agreement.

All data submitted to the Platform by the Tenant — including queue records, customer contact data, and Staff information — remains the property of the Tenant. LineUp processes this data solely as a Data Processor on the Tenant's instruction. LineUp does not sell, share, or use Tenant Data for purposes beyond operating and supporting the Platform. For full details see the Privacy Policy and Data Processing Agreement.

6.1 Subscription fees are billed in accordance with the Subscription Plan selected by the Tenant at the time of registration or as subsequently agreed in writing.

6.2 Fees are due and payable in advance for each Billing Period. Failure to pay may result in a grace period followed by suspension of access to the Platform, as set out in the Commercial Agreement.

6.3 Tenants may upgrade, downgrade, or cancel their subscription at any time, subject to the terms of their current plan. Refunds are handled in accordance with our Refund Policy.

6.4 LineUp reserves the right to adjust pricing with at least 30 days' advance notice. Continued use of the Platform after a price change constitutes acceptance of the new pricing.

LineUp commits to a platform uptime of 99.9% measured monthly, excluding scheduled maintenance windows and Force Majeure Events. This is a contractual obligation. Where monthly availability falls below 99.9%, the Tenant's sole and exclusive remedy is a service credit as described in the Service Level Overview. Scheduled maintenance will be communicated to Tenants with at least 48 hours' advance notice.

Uptime calculations exclude:

• Scheduled maintenance windows communicated in advance
• Interruptions caused by factors outside LineUp's reasonable control (including internet infrastructure, third-party services, or Force Majeure Events)
• Actions or misconfigurations attributable to the Tenant

For full service level details including incident response tiers, see the Service Level Overview.

8.1 Either party may terminate this agreement in accordance with the cancellation and termination terms set out in the Commercial Agreement.

8.2 LineUp may suspend or terminate a Tenant's access immediately for material breach of these Terms, including unauthorized access attempts, non-payment, or misuse of the Platform.

8.3 Upon termination or expiry, a 5-day grace period begins during which limited access is retained for data export only. The account is fully suspended on Day 5. Tenant Data is then retained for 60 days from the date of suspension and is permanently and irreversibly deleted on Day 65 from the expiry or termination date. Tenants are solely responsible for exporting their data before the grace period expires.

To the maximum extent permitted by applicable law:

• LineUp's total liability to the Tenant for any claim arising from or related to the Platform shall not exceed the total fees paid by the Tenant in the twelve (12) calendar months immediately preceding the event giving rise to the claim
• LineUp shall not be liable for indirect, incidental, consequential, or punitive damages, including loss of revenue, loss of data, or business interruption
• LineUp does not warrant that the Platform will be error-free or that all defects will be corrected

Full limitation of liability terms are set out in the Commercial Agreement.

These Terms are governed by and construed in accordance with the laws of the Republic of Rwanda. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Kigali, Rwanda.

LineUp may update these Terms from time to time. Tenants will be notified of material changes with at least 30 days' advance notice by email. Continued use of the Platform after the effective date of updated Terms constitutes acceptance.

For questions regarding these Terms, contact: legal@cybersafehills.com

CyberSafeHills & Partners Ltd, Kk 15 Rd, Kigali, Rwanda