This Commercial Agreement (“Agreement”) is entered into between CyberSafeHills & Partners Ltd, a company incorporated under the laws of the Republic of Rwanda and operating the LineUp platform (“LineUp”, “we”, “us”, or “our”), and the Tenant organization that activates a subscription to the LineUp platform (“Tenant”, “you”, or “your”).

This Agreement becomes binding when a Tenant completes registration, activates a paid subscription plan, or continues use of the Platform beyond the free Pilot Period. By proceeding with a subscription, the individual completing registration represents that they have full authority to bind the Tenant organization to the terms set out herein.

This Agreement should be read alongside the Terms of Service, Privacy Policy, Data Processing Agreement, and Refund Policy. In the event of any conflict between this Agreement and those documents, this Agreement governs in respect of commercial and billing matters.

The following terms have the meanings set out below throughout this Agreement:

“Platform”

means the LineUp cloud-based queue management and service operations system, including all web interfaces, APIs, display systems, broadcast infrastructure, and related services provided under subscription.

“Tenant” or “Subscriber”

means the organization that has registered for and activated a subscription to the Platform.

“Tenant Administrator”

means any individual designated by the Tenant with administrative privileges to manage the Tenant's Platform environment, including configuring queues, managing staff users, and overseeing billing.

“Staff User”

means any individual authorized by the Tenant to access the Platform under the Tenant's subscription, including administrators, managers, and front-line service staff.

“Subscription Plan”

means the tier of Platform access selected by the Tenant, which determines the features, limits, and fee structure applicable to the Tenant's account.

“Billing Period”

means either a monthly cycle (30 days) or annual cycle (12 months), as selected by the Tenant, for which subscription fees are charged in advance.

“Pilot Period”

means the 30-day free trial made available to new Tenants prior to the commencement of a paid subscription, during which no fees are charged.

“Tenant Data”

means all data, content, and records submitted to or generated within the Platform by the Tenant or its Staff Users, including queue data, customer records, configuration settings, and audit logs.

“Service Point”

means a designated service counter, desk, or delivery location configured within the Tenant's Platform environment through which queue participants are called and served.

“Effective Date”

means the date on which the Tenant activates a paid subscription, or the date on which this Agreement is otherwise accepted by the Tenant, whichever is earlier.

“Force Majeure Event”

means any event beyond a party's reasonable control, including natural disasters, acts of government, widespread internet infrastructure failures, civil unrest, or pandemic.

LineUp provides the Platform as a cloud-based Software-as-a-Service (SaaS) product. The commercial relationship established by this Agreement is a subscription for access to, and use of, the Platform — not a sale, transfer of ownership, or assignment of any intellectual property rights in the Platform itself.

The Tenant subscribes on behalf of a single organizational entity. Where a Tenant operates multiple branches, departments, or divisions, access is managed within a single Tenant environment on the Platform. Separate organizational entities require separate subscriptions, unless otherwise agreed in writing.

LineUp is an independent contractor and not a partner, joint venturer, agent, or employee of the Tenant. Nothing in this Agreement creates any agency, franchise, or employment relationship between the parties.

LineUp operates a strictly isolated multi-tenant architecture. Each Tenant's environment is logically separated from all other Tenants. This separation is a structural property of the Platform and cannot be configured or bypassed.

4.1 License Grant

Subject to the Tenant's compliance with this Agreement and timely payment of applicable fees, LineUp grants the Tenant a non-exclusive, non-transferable, non-sublicensable, limited license to access and use the Platform during the subscription term solely for the Tenant's internal business operations.

4.2 Scope of Access

The Tenant's subscription entitles:

• An unlimited number of Staff Users within the Tenant's organization, subject to any plan-specific limits
• Access to all features included in the Tenant's selected Subscription Plan
• Use of the Platform exclusively for the Tenant's own service operations — not for resale or sublicensing to third parties
• API and webhook access where included in the selected plan

4.3 Pilot Period

New Tenants receive a 30-day Pilot Period at no charge. During the Pilot Period, the Tenant has access to the full Professional-tier feature set at restricted limits, enabling a genuine evaluation of queue management, staff operations, analytics, and the complete Broadcast Center including Live Voice Broadcasting. Certain features reserved for Enterprise and Premium Enterprise plans — including custom domain, custom SSL, white-label branding, hardware bundling, and on-premise deployment — are not available during the Pilot Period. No payment is required to commence the Pilot Period.

Tenants are encouraged to select a paid Subscription Plan at any time during the Pilot Period through the account settings. If the Tenant has selected a plan and does not cancel before the end of the Pilot Period, the subscription converts to that plan and the first Billing Period commences upon receipt of payment. Payment must be completed within 7 days of the Pilot Period expiring; failure to pay within this window will result in account suspension in accordance with §8.1. If no plan has been selected, the Tenant will be prompted to choose a plan and complete payment to continue accessing the Platform. The Tenant is responsible for evaluating the Platform during the Pilot Period before committing to a paid subscription.

4.4 Plan Changes

Tenants may upgrade their Subscription Plan at any time; the upgrade takes effect immediately and is pro-rated for the current Billing Period. Downgrades take effect at the start of the next Billing Period. No refund is issued for the current period upon downgrade; the difference may be applied as a credit toward future invoices at LineUp's discretion.

4.5 No Transfer

The Tenant may not assign, sublicense, transfer, share, or otherwise grant access to the Platform to any entity other than the Tenant organization and its authorized Staff Users. Any attempted assignment without LineUp's prior written consent is void.

The Tenant assumes full responsibility for the management of its Platform environment and the conduct of its Staff Users. Specifically, the Tenant must:

5.1 Account Integrity

• Maintain the security and confidentiality of all administrator credentials and access tokens
• Promptly notify LineUp if the Tenant becomes aware of any unauthorized access to or use of its account
• Ensure that Multi-Factor Authentication (MFA) is activated for all administrator accounts

5.2 User Management

• Configure and maintain Role-Based Access Control (RBAC) settings to ensure each Staff User has only the access necessary for their function
• Promptly revoke platform access for any Staff User who leaves the organization, changes role, or should no longer have access for any reason
• Ensure that all Staff Users are made aware of, and comply with, the Platform's acceptable use obligations as set out in Section 12

5.3 Billing Contact

• Maintain an accurate, functioning billing contact email address within the Tenant's account settings
• Ensure that payment methods remain valid and that invoices are reviewed promptly upon issuance
• Notify LineUp of any change to the organization's registered name, legal status, or billing details

5.4 Data Compliance

• Ensure that all personal data submitted to the Platform by or on behalf of the Tenant is collected, processed, and managed in compliance with applicable data protection laws
• Obtain all necessary consents or establish all required legal bases before submitting personal data (including customer contact information) to the Platform
• Respond to any data subject rights requests concerning Tenant-controlled data, with LineUp's assistance as outlined in the Data Processing Agreement

5.5 Connectivity and Environment

The Tenant is responsible for providing and maintaining all connectivity, hardware, and end-user devices required to access the Platform, including display screens, kiosk devices, and network infrastructure within the Tenant's premises.

6.1 Fees and Currency

All subscription fees are charged in Rwandan Francs (RWF). LineUp will publish applicable fees within the Platform and in communications to Tenant administrators. Fees are subject to change with advance notice as set out in Section 19.

6.2 Billing in Advance

Subscription fees are charged in advance at the start of each Billing Period. An invoice is issued at the commencement of each Billing Period and is payable upon receipt. Access to the Platform continues throughout the Billing Period for which payment has been received.

6.3 Payment Methods

Payments are processed through the payment gateway integrated within the Platform. LineUp currently uses Pesapal or an equivalent payment provider to process transactions. By providing payment details, the Tenant authorizes LineUp to charge the applicable subscription fees via the selected payment method at the start of each Billing Period.

6.4 Annual Plans

Tenants subscribing to annual plans are billed once for a full 12-month Billing Period at a discounted rate equivalent to a 20% reduction relative to the monthly rate annualized. Annual fees are due in full at the commencement of the subscription year and are non-refundable except as set out in the Refund Policy.

6.5 Failed Payments

If a payment fails due to insufficient funds, an expired payment method, or any other reason attributable to the Tenant, LineUp will notify the Tenant's billing contact by email and may attempt to re-process the payment. The Tenant is responsible for updating payment details promptly to avoid service disruption.

6.6 Taxes

Subscription fees are stated exclusive of any applicable taxes, levies, or duties. Where required by applicable law, LineUp will add applicable taxes to the invoice and the Tenant is responsible for paying those amounts. Each party is independently responsible for its own income tax obligations.

6.7 Disputed Invoices

If the Tenant believes an invoice contains an error, the Tenant must notify LineUp in writing at payable@cybersafehills.com within 14 days of the invoice date, specifying the amount in dispute and the grounds for the dispute. Undisputed amounts remain due and payable in full. LineUp will investigate disputes in good faith and issue corrections or credits where appropriate.

7.1 Automatic Renewal

Unless cancelled in accordance with the terms set out below, all subscriptions renew automatically at the end of each Billing Period for a further Billing Period of the same duration and at the then-current subscription fee for the Tenant's plan.

7.2 Renewal Notice

LineUp will send a renewal notification to the Tenant's billing contact email address prior to each scheduled renewal:

• For monthly subscriptions: notification will be sent at least 7 days before the renewal date
• For annual subscriptions: notification will be sent at least 30 days before the renewal date

7.3 Cancellation to Prevent Renewal

To prevent automatic renewal, the Tenant must cancel the subscription by:

• Using the cancellation function in the Tenant's account settings; or
• Submitting a written cancellation request to payable@cybersafehills.com

Cancellation must be completed at least 1 day before the renewal date for monthly plans, and at least 14 days before the renewal date for annual plans. Cancellation takes effect at the end of the current Billing Period; the Tenant retains full access until that date.

7.4 Price Changes at Renewal

If LineUp intends to change subscription fees at the time of renewal, LineUp will provide written notice to the Tenant's billing contact at least 30 days in advance of the renewal date. If the Tenant does not cancel before the renewal date after receiving such notice, the Tenant is deemed to have accepted the revised pricing.

8.1 Grace Period

Where a payment is not received by the due date — whether due to a failed transaction, an expired payment method, or any other reason — LineUp will provide a grace period of 7 calendar days from the invoice due date during which the Tenant's access to the Platform will remain active.

During the grace period, LineUp will send reminder notifications to the Tenant's billing contact email. The Tenant is expected to resolve any payment issues promptly within this period.

8.2 Account Suspension

If payment is not received by the end of the grace period, LineUp reserves the right to suspend the Tenant's access to the Platform. During suspension:

• Staff Users will be unable to log in or access any Platform features
• Real-time services (queue management, displays, notifications) will be unavailable
• Tenant Data is preserved and not deleted during the suspension period
• The Tenant's account remains visible and accessible to LineUp for billing resolution purposes

8.3 Reactivation

A suspended account may be reactivated upon full payment of all outstanding amounts, including any fees that accrued during the suspension period. Upon receipt of cleared payment, LineUp will restore access within one business day. Reactivation does not extend the current or next Billing Period.

8.4 Data Retention During Suspension

Tenant Data will be retained for 60 days following account suspension due to non-payment. If the account remains suspended and unpaid for more than 60 days from the suspension date, all Tenant Data will be permanently and irreversibly deleted in accordance with the Privacy Policy and Data Processing Agreement. LineUp will provide advance warning before deletion occurs, including notifications at the 30-day and 15-day marks prior to deletion.

8.5 Suspension for Cause

In addition to suspension for non-payment, LineUp may suspend a Tenant's account immediately and without notice in the event of a material breach of the Terms of Service or this Agreement, including but not limited to a security violation, an attempt to access another Tenant's data, or use of the Platform in a manner that poses a risk to other Tenants or to the Platform's infrastructure.

LineUp commits to a Platform availability of 99.9% measured per calendar month. This is a contractual obligation. Where monthly availability falls below 99.9%, the Tenant's sole and exclusive remedy is a service credit applied to the next invoice, as described in the Service Level Overview and Refund Policy.

For full details on uptime measurement, scheduled maintenance windows, support response targets, and exclusions, please refer to the Service Level Overview.

The following circumstances are excluded from uptime calculations and do not constitute Platform downtime under this Agreement:

• Scheduled maintenance communicated to Tenants in advance
• Emergency maintenance required to address critical security vulnerabilities or data integrity risks
• Failures of third-party services (internet service providers, SMS gateways, email delivery providers, payment processors) outside LineUp's direct control
• Force Majeure Events
• Interruptions caused by Tenant-side misconfigurations, Tenant actions, or Tenant-side network failures

10.1 Tenant Data Ownership

All Tenant Data remains the sole property of the Tenant. LineUp does not claim any ownership rights over Tenant Data. LineUp processes Tenant Data exclusively as a Data Processor acting on the Tenant's instructions, as defined in the Data Processing Agreement.

10.2 No Commercial Use of Tenant Data

LineUp will not sell, transfer, disclose, or use Tenant Data for any commercial purpose other than delivering and supporting the Platform to the Tenant. Aggregated, anonymized, and de-identified usage statistics that cannot be traced back to an individual Tenant or data subject may be used by LineUp for internal product analytics and platform improvement.

10.3 Data Export

Tenants may export their data at any time during an active subscription using the export features available within the Platform. LineUp will also provide a structured data export upon written request submitted prior to account termination or cancellation.

10.4 Data Deletion Post-Termination

Upon termination or expiry of a subscription, a 5-day grace period begins during which the Tenant retains limited access 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 permanently and irreversibly deleted on Day 65 from the expiry or termination date. Audit logs and billing records may be retained for longer periods as required by applicable law or internal compliance obligations, as described in the Privacy Policy.

10.5 Platform Owner Access

LineUp's internal Platform Owner role has limited, controlled administrative access to the Platform infrastructure for the purpose of providing support, resolving technical issues, and maintaining system integrity. Such access is governed by strict internal policies and is subject to full audit logging. LineUp will not access Tenant Data except as necessary to fulfill its service obligations or as required by law.

11.1 LineUp Security Obligations

LineUp implements and maintains industry-standard technical and organizational security measures to protect the Platform and Tenant Data. These include:

• Encryption of data in transit using TLS 1.2 or higher
• Encryption of data at rest on the Platform's hosting infrastructure
• Role-Based Access Control enforced at the server level on every API request
• Multi-Factor Authentication (MFA) available and enforced for all staff accounts
• Comprehensive audit logging of all user actions and system events
• Logical multi-tenant isolation preventing cross-Tenant data access
• Session management with automatic expiry controls

For a complete description of our security posture, see the Security & Trust Overview.

11.2 Shared Responsibility

Security is a shared responsibility. The Tenant is responsible for:

• The security of the devices and networks used to access the Platform
• The management of Staff User credentials and permissions within the Tenant's environment
• Ensuring that Staff Users are appropriately trained and aware of security obligations
• Promptly reporting any suspected security incident or unauthorized access to LineUp

11.3 Breach Notification

In the event that LineUp becomes aware of a security breach affecting Tenant Data, LineUp will notify the Tenant's administrator contacts without undue delay and in accordance with the timelines and procedures set out in the Data Processing Agreement.

11.4 Compliance Representations

LineUp does not represent that its Platform is certified under any specific compliance framework unless explicitly documented and communicated to the Tenant in writing. LineUp operates with controls designed to support Tenant compliance efforts but does not make representations on behalf of Tenants regarding the Tenant's own regulatory obligations.

The license granted under this Agreement is conditional on the Tenant and all Staff Users complying with the following acceptable use requirements. Tenants and Staff Users must not:

• Attempt to access, view, query, or interfere with data or systems belonging to any other Tenant organization on the Platform
• Use the Platform to store, transmit, or broadcast content that is unlawful, harassing, abusive, defamatory, fraudulent, or otherwise harmful
• Use the broadcast or notification systems to send unsolicited communications, spam, or misleading information to queue participants or staff
• Manipulate queue data, ticket records, service metrics, or audit logs to misrepresent service performance or deceive customers, regulators, or auditors
• Reverse-engineer, decompile, disassemble, or otherwise attempt to derive the source code or underlying architecture of the Platform
• Circumvent, disable, or attempt to bypass any authentication mechanism, session control, or access restriction within the Platform
• Use the Platform to conduct, facilitate, or support security attacks on any system — including the Platform itself, other Tenants, or third-party services
• Upload or transmit any malicious code, virus, worm, Trojan horse, or other harmful software through any Platform interface or API
• Sublicense, resell, or make the Platform available to third parties outside the Tenant organization without LineUp's prior written consent
• Use the Platform in a manner that violates any applicable law, regulation, or order in any jurisdiction in which the Tenant operates

LineUp reserves the right to suspend a Tenant's access without prior notice if there is a reasonable basis to believe that a material breach of these restrictions is occurring or has occurred.

13.1 Integrated Third-Party Services

The Platform incorporates or connects with third-party services to deliver certain functionality. These currently include:

• SMS Notifications: Delivered via Twilio or an equivalent enterprise SMS gateway. SMS charges may be included in subscription fees or billed separately depending on the Tenant's plan. Delivery reliability is subject to carrier and gateway performance outside LineUp's direct control.
• Email Notifications: Delivered via Resend or an equivalent transactional email service. Email delivery is subject to standard deliverability factors including recipient spam filters.
• Payment Processing: Subscription billing is processed via Pesapal or an equivalent integrated payment provider. Payment processing is subject to the payment provider's own terms and data practices.
• Cloud Infrastructure: The Platform is hosted on third-party cloud infrastructure. Physical and network security at the data center level is governed by the infrastructure provider's own security controls and certifications.

13.2 API and Webhooks

Where the Tenant's plan includes API access and outbound webhooks, the Tenant may integrate the Platform with its own systems or third-party services. The Tenant is solely responsible for the security, reliability, and compliance of any integrations it builds or uses. LineUp is not responsible for data handling by third-party systems the Tenant connects to via webhook or API.

13.3 Third-Party Terms

Use of third-party services through the Platform may be subject to those providers' own terms and privacy policies. LineUp will maintain data processing agreements with all subprocessors as required by applicable law. LineUp will provide at least fourteen (14) days' written notice of any material change to subprocessor arrangements before the change takes effect. A current list of subprocessors is available upon written request to privacy@cybersafehills.com.

13.4 Third-Party Failures

LineUp is not liable for service interruptions, delivery failures, or data losses caused by third-party service providers, except where LineUp has failed to exercise reasonable care in its selection or oversight of those providers.

14.1 LineUp Intellectual Property

The Platform — including its source code, user interface design, documentation, feature set, architecture, trademarks, and all content produced by LineUp — is the exclusive intellectual property of CyberSafeHills & Partners Ltd or its licensors. Nothing in this Agreement transfers or assigns any intellectual property rights in the Platform to the Tenant. The Tenant's rights are limited to the license expressly granted in Section 4.

14.2 Tenant Intellectual Property

Tenant Data and any content, branding, or materials submitted by the Tenant to the Platform remain the intellectual property of the Tenant or its licensors. The Tenant grants LineUp a limited, non-exclusive license to access, process, store, and transmit Tenant Data solely as necessary to deliver the Platform services under this Agreement.

14.3 Feedback

If the Tenant provides suggestions, feedback, or feature requests regarding the Platform (“Feedback”), the Tenant grants LineUp a perpetual, irrevocable, royalty-free license to use, incorporate, and commercialize that Feedback without restriction. LineUp is not obligated to implement any Feedback and no compensation is due to the Tenant for Feedback provided.

14.4 Restrictions

The Tenant must not remove, obscure, or alter any intellectual property notices, trademarks, or branding elements displayed within the Platform or its documentation.

15.1 Mutual Obligation

Each party (“Receiving Party”) agrees to hold in confidence the non-public, proprietary, or commercially sensitive information disclosed by the other party (“Disclosing Party”) in connection with this Agreement (“Confidential Information”), and to use Confidential Information only for the purpose of performing its obligations or exercising its rights under this Agreement.

15.2 Confidential Information

Confidential Information includes, without limitation:

• Tenant Data (for LineUp as the Receiving Party)
• Platform architecture, pricing models, and roadmap information (for the Tenant as the Receiving Party)
• Any information marked as confidential or that a reasonable person would understand to be confidential given the circumstances of disclosure

15.3 Exceptions

Confidentiality obligations do not apply to information that:

• Is or becomes publicly available through no breach of this Agreement
• Was known to the Receiving Party before disclosure by the Disclosing Party
• Is independently developed by the Receiving Party without reference to the Confidential Information
• Is required to be disclosed by applicable law, court order, or regulatory authority — provided the Receiving Party gives the Disclosing Party prompt written notice where legally permitted

15.4 Survival

Confidentiality obligations survive the termination or expiry of this Agreement for a period of three years, except with respect to Tenant Data, where obligations continue indefinitely until the data is deleted in accordance with this Agreement.

16.1 Liability Cap

To the maximum extent permitted by applicable law, LineUp's total aggregate liability to the Tenant for all claims arising from or related to this Agreement or the Platform — whether in contract, tort, or any other theory — shall not exceed the total subscription fees paid by the Tenant to LineUp in the twelve (12) calendar months immediately preceding the event giving rise to the claim.

16.2 Exclusion of Consequential Loss

LineUp shall not be liable to the Tenant for any indirect, incidental, consequential, punitive, or exemplary damages, including but not limited to:

• Loss of revenue or anticipated profits
• Loss or corruption of data (other than direct loss of Tenant Data due to LineUp's gross negligence)
• Business interruption or operational disruption
• Reputational harm or loss of customer goodwill
• Cost of substitute services or procurement of replacement technology

This exclusion applies even where LineUp has been advised of the possibility of such damages.

16.3 Exceptions

Nothing in this Agreement excludes or limits either party's liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Any other liability that cannot be excluded or limited under applicable law

16.4 No Warranties

The Platform is provided “as is” and “as available.” LineUp makes no warranty, express or implied, that the Platform will be error-free, uninterrupted, or free from defects. LineUp does not warrant that the Platform will meet any specific requirements of the Tenant beyond those described in the Platform documentation and feature descriptions applicable to the Tenant's Subscription Plan.

17.1 Tenant Indemnification

The Tenant agrees to indemnify, defend, and hold harmless CyberSafeHills & Partners Ltd and its officers, directors, employees, and agents from and against any claims, damages, losses, fines, or legal costs (including reasonable legal fees) arising from or related to:

• The Tenant's breach of this Agreement or the Terms of Service
• The Tenant's use of the Platform in violation of applicable law, including data protection and privacy regulations
• Any claim by a third party (including a queue participant or data subject) arising from the Tenant's handling of their personal data through the Platform
• Unauthorized access to another Tenant's data attributable to the Tenant's actions or failures

17.2 LineUp Indemnification

LineUp agrees to indemnify, defend, and hold harmless the Tenant from and against any third-party claims that the Platform, as provided by LineUp and used in accordance with this Agreement, infringes any intellectual property right of a third party. LineUp's indemnification obligation is subject to:

• The Tenant promptly notifying LineUp of any such claim in writing
• LineUp having sole control over the defense and settlement of the claim
• The Tenant providing reasonable cooperation and assistance at LineUp's expense

This indemnification does not apply where the alleged infringement arises from the Tenant's modification of the Platform, use of the Platform in combination with third-party software or services not authorized by LineUp, or use beyond the scope of the license granted herein.

18.1 Term

This Agreement commences on the Effective Date and continues for the duration of the Tenant's active subscription, including all automatically renewed periods, until terminated in accordance with this Section.

18.2 Cancellation by the Tenant

The Tenant may cancel its subscription at any time using the cancellation function in the account settings or by written request to payable@cybersafehills.com. Cancellation takes effect at the end of the current Billing Period. The Tenant retains full access to the Platform until the end of the period for which payment has been made. Fees already paid for the current Billing Period are not refunded except as described in the Refund Policy.

18.3 Termination by LineUp for Cause

LineUp may terminate this Agreement, with or without prior suspension, upon written notice to the Tenant if:

• The Tenant commits a material breach of this Agreement or the Terms of Service that remains uncured for 14 days following written notice of the breach
• The Tenant becomes insolvent, is placed under administration, or ceases to operate as a going concern
• The Tenant's continued access to the Platform poses an immediate risk to the security, integrity, or availability of the Platform or other Tenants' data

In cases of serious misuse or security violation, LineUp may terminate immediately and without notice.

18.4 Termination by LineUp — Discontinuation

If LineUp decides to discontinue the Platform in its entirety, LineUp will provide at least 60 days' prior written notice to all active Tenants. In this event, Tenants on annual plans will be entitled to a pro-rated refund of prepaid fees for the unused remainder of their subscription term.

18.5 Effect of Termination

Upon termination or cancellation of this Agreement:

• The Tenant's license to access the Platform ceases immediately (for termination for cause) or at the end of the paid period (for voluntary cancellation)
• A 5-day grace period begins for data export only; the account is fully suspended on Day 5. Tenant Data is retained for 60 days from suspension and permanently deleted on Day 65 from the expiry or termination date.
• Each party's obligations that are intended to survive termination — including confidentiality, intellectual property, limitation of liability, and governing law — will remain in force

19.1 Changes to the Platform

LineUp continuously develops and improves the Platform. LineUp reserves the right to add, modify, or remove features at any time. For changes that materially reduce the functionality available to an existing Tenant's plan, LineUp will provide at least 30 days' written notice. Minor changes, improvements, and bug fixes may be deployed without notice.

19.2 Changes to Pricing

LineUp may update subscription pricing. Changes to fees will be communicated to Tenant billing contacts at least 30 days before the next renewal date. If the Tenant does not wish to accept the revised pricing, the Tenant may cancel the subscription in accordance with Section 7.3 before the next renewal.

19.3 Changes to This Agreement

LineUp may amend this Agreement from time to time. Material amendments will be communicated to Tenant administrators by email at least 30 days in advance of the effective date of the amended terms. Continued use of the Platform after the effective date of any amendment constitutes acceptance of the revised Agreement. If the Tenant does not accept the amended terms, the Tenant must cancel its subscription before the effective date.

Non-material amendments — such as corrections, clarifications, or updates that do not alter the substantive commercial terms — may be made with shorter notice.

This Agreement is governed by and construed in accordance with the laws of the Republic of Rwanda. The parties irrevocably submit to the exclusive jurisdiction of the courts located in Kigali, Rwanda, for the resolution of any dispute, claim, or controversy arising from or relating to this Agreement or the use of the Platform.

Before initiating formal legal proceedings, the parties agree to attempt in good faith to resolve any dispute through direct negotiation. Either party may escalate a dispute to formal proceedings if it remains unresolved after 30 days of good-faith negotiation.

Where the Tenant operates in a jurisdiction that imposes mandatory consumer protection or commercial regulations, those provisions apply to the extent required by applicable law and are not displaced by this Agreement.

For matters arising under this Agreement, please contact the appropriate team at CyberSafeHills & Partners Ltd: