LineUp

Legal

Terms of Service

Last updated: April 20, 2026

1. Introduction and Acceptance

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.

2. Description of the Platform

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

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. Account Registration and Tenant Responsibilities

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 member who leaves the organization or whose role changes.

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

4. Acceptable Use

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

LineUp reserves the right to suspend any account that violates these provisions without prior notice.

5. Data Ownership

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.

6. Billing and Payments

6.1 Subscription fees are billed in accordance with the pricing 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 suspension of access to the Platform.

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 reasonable advance notice. Continued use of the Platform after a price change constitutes acceptance of the new pricing.

7. Service Availability

LineUp targets a platform uptime of 99.9% measured monthly, excluding scheduled maintenance windows. Scheduled maintenance will be communicated to Tenants with at least 48 hours' advance notice where practicable. Uptime targets are operational goals, not contractual guarantees, and do not constitute a warranty of uninterrupted service.

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

8. Termination

8.1 Either party may terminate this agreement on written notice in accordance with the terms of the applicable subscription plan.

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, Tenant data will be retained for 30 days to permit data export. After this period, all Tenant data will be permanently deleted from LineUp's systems. Tenants are responsible for exporting their data prior to termination.

9. Limitation of Liability

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 three months 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

10. Governing Law

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.

11. Changes to Terms

LineUp may update these Terms from time to time. Tenants will be notified of material changes with reasonable advance notice. Continued use of the Platform after the effective date of updated Terms constitutes acceptance.

12. Contact

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

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