Terms of Service

Effective date: 26 May 2026
Last updated: 26 May 2026

1. Who we are and what these terms cover

1.1 GraceLumiq is a cloud-based data analytics service operated by Graceworks Group (PTY)(LTD), a private company incorporated and registered under the laws of the Republic of South Africa ("Graceworks", "we", "us", "our").

1.2 These Terms of Service ("Terms") form a binding legal agreement between Graceworks and the organisation or individual ("Customer", "you") that registers for, accesses, or uses the GraceLumiq platform, including the web application, application programming interfaces, and any associated services (collectively, the "Service").

1.3 By clicking "I agree", completing registration, or using the Service, you confirm that you have read, understood, and accepted these Terms. If you are accepting on behalf of a company or other legal entity, you represent that you have authority to bind that entity.

1.4 If you do not agree to these Terms, do not use the Service.

2. Eligibility and registration

2.1 You must be at least 18 years old and have the legal capacity to enter into contracts under South African law to use the Service.

2.2 You agree to provide accurate, current, and complete information during registration and to keep your account information updated.

2.3 You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. Notify us immediately at support@gracelumiq.co.za if you suspect unauthorised access.

2.4 Graceworks reserves the right to refuse registration or suspend accounts at its discretion, including where we reasonably believe you have breached these Terms or applicable law.

3. Plans, subscriptions, and payment

3.1 Plans. The Service is offered on the following plans, with limits described on our pricing page (gracelumiq.co.za/pricing):

• Free - no charge, limited features
• Starter - R299/month or R2,990/year
• Pro - R599/month or R5,990/year
• Business - R1,299/month or R12,990/year
• Team - R1,999/month or R19,990/year

White Label reseller plans (Agency, Studio, Enterprise) are priced separately - see pricing or contact sales@gracelumiq.co.za. Team plan does not include white-label or resell rights.

3.2 Pricing changes.Graceworks reserves the right to change plan pricing. We will give you at least 30 days' written notice (by email to your registered address) before any price change takes effect on your existing subscription. Your continued use of the Service after the effective date constitutes acceptance of the new pricing.

3.3 Payment processing. Payments are processed by a third-party payment provider. By providing payment details, you authorise that provider to charge the applicable subscription fee on the billing date. Graceworks does not store your payment card details.

3.4 Subscription periods. Monthly subscriptions renew on the same day each month. Annual subscriptions renew 365 days after the start date. Renewal charges are applied automatically unless you cancel before the renewal date.

3.5 Failed payments. If a payment fails, we will attempt to notify you by email. Access to paid features may be suspended until payment is resolved. If payment is not resolved within 14 days, Graceworks may downgrade your account to the Free plan.

3.6 Taxes. All prices are exclusive of Value-Added Tax (VAT) unless stated otherwise. If VAT applies to your transaction, it will be added at the applicable rate. You are responsible for any taxes applicable in your jurisdiction.

4. Cancellation and refunds

4.1 Cancellation. You may cancel your subscription at any time from your billing settings. Cancellation takes effect at the end of your current billing period. You will retain access to paid features until that date.

4.2 No automatic refunds. Graceworks does not offer pro-rated refunds for unused portions of a subscription period upon cancellation, except as described in clause 4.3 or as required by applicable law.

4.3 Exceptional refunds. Graceworks may, at its sole discretion, issue a partial or full refund where:

• a billing error occurred on our side;
• the Service suffered a material outage (as defined in clause 9) during a substantial portion of your billing period; or
• you contact us within 7 days of a renewal charge that you believe was made in error.

4.4 Refund requests. To request a refund, email billing@gracelumiq.co.za with your account email, the transaction reference, and the reason. We will respond within 5 business days.

4.5 Upgrades. When you upgrade mid-cycle, you will be charged the new plan price immediately. Unused value from your current plan may be applied as a credit at our discretion.

5. Your data and intellectual property

5.1 Your data.You retain all ownership of the data you upload, connect, or generate using the Service ("Customer Data"). You grant Graceworks a limited, non-exclusive, royalty-free licence to store, process, and transmit Customer Data solely to provide and improve the Service.

5.2 Your responsibility for data.You represent and warrant that you have all necessary rights and permissions to upload and process Customer Data through the Service, and that doing so does not violate any law or third-party rights. Without limitation, importing Shopify storefront data-including information about purchasers or visitors obtained via the Shopify connector-requires you to maintain lawful relationships, notices, and consents toward those individuals consistent with Shopify's terms and applicable data protection law.

5.3 GraceLumiq IP. All intellectual property in the Service, including software, algorithms, designs, trademarks, and documentation, belongs to Graceworks or its licensors. These Terms do not transfer any ownership of GraceLumiq IP to you.

5.4 Feedback. If you provide feedback or suggestions about the Service, you grant Graceworks a perpetual, irrevocable, royalty-free right to use that feedback without restriction or compensation to you.

5.5 Aggregated data. Graceworks may use anonymised and aggregated data derived from your use of the Service (from which you cannot be identified) for product development, benchmarking, and analytics purposes.

6. Acceptable use

6.1 You agree to use the Service only for lawful business purposes and in accordance with these Terms and our Acceptable Use Policy (gracelumiq.co.za/legal/acceptable-use).

6.2 You must not:

• use the Service to upload, process, or transmit data that you do not have the right to use;
• attempt to reverse-engineer, decompile, or extract source code from the Service;
• use the Service to transmit malware, spam, or any content that violates applicable law;
• resell or sublicence access to the Service without our prior written consent (except as permitted under an active White Label Agency, Studio, or Enterprise plan);
• circumvent or attempt to circumvent usage limits, access controls, or security features;
• use automated scripts or bots to access the Service in a manner that places unreasonable load on our infrastructure;
• use the Service to process any special personal information as defined in POPIA (such as health records, biometric data, or criminal offence information) without a separate written data processing agreement with Graceworks.

6.3 Graceworks may suspend or terminate your access immediately if we determine, in our reasonable discretion, that you have breached clause 6.2.

7. Third-party integrations and services

7.1 The Service allows you to connect third-party services including Google Sheets, Shopify, Xero, and direct database connections. These integrations are provided for your convenience. Your use of those third-party services is governed by their own terms and privacy policies.

7.2 Graceworks is not responsible for the availability, accuracy, or conduct of any third-party service. We do not endorse or warrant any third-party products.

7.3 If a third-party service revokes or changes its API in a way that affects our integration, Graceworks will use reasonable efforts to restore functionality but makes no guarantee of timelines.

7.4 Shopify.If you enable the Shopify connector, you authorise GraceLumiq to call the Shopify Admin API using the scopes and permissions granted during installation. You acknowledge that synchronised payloads may identify or describe individuals who interact with your Shopify-powered storefront(s) ("Shopify Customer Data") and constitute Customer Data here. You confirm you have lawful grounds to ingest that Shopify Customer Data into GraceLumiq for analytics and related GraceLumiq features described in our Privacy Policy (Sections 3.4, 5, and 10). Disconnecting Shopify in GraceLumiq stops future synchronisations; uninstalling/removing GraceLumiq inside Shopify Admin is required if you also want Shopify to revoke our application tokens on Shopify's side.

8. Artificial intelligence features

8.1 The Service uses large language models (currently accessed via OpenRouter) to interpret questions and generate SQL queries, chart suggestions, and textual commentary ("AI Output").

8.2 AI Output is generated automatically and may contain errors, omissions, or inaccuracies. AI Output does not constitute financial, legal, tax, investment, or professional advice of any kind.

8.3 You are solely responsible for verifying AI Output before relying on it for any business decision. Graceworks expressly disclaims any liability for loss or damage arising from reliance on AI Output.

8.4 Graceworks does not use your Customer Data to train third-party AI models. Queries are sent to AI providers solely for the purpose of generating responses to your questions.

9. Service availability and support

9.1 Uptime target. Graceworks targets 99% uptime for the Service, measured monthly, excluding scheduled maintenance. This is a target, not a guarantee, and does not create a contractual service level unless you have a separate SLA agreement with Graceworks.

9.2 Scheduled maintenance. We will use reasonable efforts to notify you at least 24 hours in advance of scheduled maintenance that is expected to cause downtime exceeding 30 minutes.

9.3 Support. Support is provided by email at support@gracelumiq.co.za. Response times are on a best-efforts basis. Priority support (WhatsApp + faster response) is available on Pro and Team plans.

9.4 No uptime guarantee for Free plan. The Free plan is provided without any uptime commitment and may be subject to additional rate limits.

10. Data security and hosting

10.1 Graceworks implements industry-standard technical and organisational measures to protect Customer Data, including encryption in transit (TLS) and at rest, access controls, and regular backups.

10.2 Customer Data is stored on Google Cloud Platform infrastructure in the africa-south1 (Johannesburg) region. By using the Service, you consent to your data being hosted in that region.

10.3 Graceworks will notify you without undue delay, and in any event within 72 hours of becoming aware, of a personal information breach that is likely to affect your data subjects, to the extent required by POPIA.

10.4 Security measures are described in more detail in our Privacy Policy (gracelumiq.co.za/legal/privacy).

11. Confidentiality

11.1 Each party agrees to keep confidential the non-public information of the other party that is designated as confidential or that reasonably should be understood to be confidential ("Confidential Information").

11.2 Graceworks will treat Customer Data as your Confidential Information.

11.3 Confidential Information may be disclosed to employees or contractors who need it to perform obligations under these Terms and who are bound by equivalent confidentiality obligations.

11.4 Confidentiality obligations do not apply to information that: (a) is or becomes publicly available without breach of these Terms; (b) was known before disclosure; (c) is independently developed; or (d) must be disclosed by law, provided reasonable prior notice is given where legally permitted.

12. Disclaimer of warranties

12.1 THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE". TO THE MAXIMUM EXTENT PERMITTED BY SOUTH AFRICAN LAW, GRACEWORKS EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

12.2 Graceworks does not warrant that: (a) the Service will meet your specific requirements; (b) the Service will be uninterrupted, error-free, or secure; (c) any defects will be corrected; or (d) any AI Output will be accurate or complete.

13. Limitation of liability

13.1 TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, GRACEWORKS' TOTAL LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE - WHETHER IN CONTRACT, DELICT (TORT), STATUTE, OR OTHERWISE - SHALL NOT EXCEED THE TOTAL FEES PAID BY YOU TO GRACEWORKS IN THE 12 MONTHS IMMEDIATELY PRECEDING THE CLAIM.

13.2 IN NO EVENT SHALL GRACEWORKS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, LOSS OF DATA, LOSS OF GOODWILL, OR BUSINESS INTERRUPTION, EVEN IF GRACEWORKS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

13.3 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited under South African law.

14. Indemnification

14.1 You agree to indemnify, defend, and hold harmless Graceworks and its directors, employees, and contractors from and against any claims, losses, damages, and costs (including reasonable legal fees) arising from:

• your use of the Service in breach of these Terms;
• Customer Data that infringes or misappropriates any third-party intellectual property rights or violates applicable law;
• your violation of any applicable law or third-party rights; or
• any claim by a third party arising from your processing of their personal information through the Service.

15. Term and termination

15.1 These Terms remain in effect from the date you accept them until terminated.

15.2 Termination by you. You may close your account at any time through your account settings or by emailing support@gracelumiq.co.za.

15.3 Termination by Graceworks.Graceworks may terminate or suspend your account immediately and without notice if: (a) you materially breach these Terms; (b) you fail to pay fees when due; (c) we are required to do so by law; or (d) we discontinue the Service (in which case we will give at least 30 days' notice where reasonably practicable).

15.4 Effect of termination. Upon termination: (a) your right to use the Service ends immediately; (b) you should disconnect third-party integrations such as Shopify, Google Sheets, or Xero from GraceLumiq Settings → Integrations if you want GraceLumiq to stop holding active API authorisations; (c) you may request export of your Customer Data within 30 days of termination; (d) after 30 days, Graceworks may delete Customer Data without further notice, subject to statutory retention described in the Privacy Policy; (e) accrued payment obligations survive.

16. Changes to these Terms

16.1 Graceworks may update these Terms from time to time. We will notify you of material changes by email to your registered address and by displaying a notice in the Service at least 14 days before changes take effect.

16.2 Your continued use of the Service after the effective date constitutes acceptance of the updated Terms.

16.3 If you do not accept updated Terms, your sole remedy is to cancel your subscription and stop using the Service.

17. Governing law and dispute resolution

17.1 These Terms are governed by the laws of the Republic of South Africa.

17.2 The parties will attempt to resolve any dispute by good-faith negotiation. If a dispute is not resolved within 30 days of written notice, either party may refer the matter to the courts of the Republic of South Africa with jurisdiction over the matter.

17.3 The Western Cape High Court, Cape Town (or the applicable Magistrates' Court for smaller claims) shall have jurisdiction, although Graceworks reserves the right to seek urgent relief in any competent court.

18. General

18.1 Entire agreement. These Terms, together with the Privacy Policy and Acceptable Use Policy, constitute the entire agreement between you and Graceworks regarding the Service.

18.2 Severability. If any clause is found to be unenforceable, the remaining clauses continue in full force.

18.3 No waiver. Failure to enforce any right does not waive that right.

18.4 Assignment. You may not assign these Terms without our prior written consent. Graceworks may assign these Terms in connection with a merger, acquisition, or sale of assets.

18.5 Force majeure. Neither party is liable for delays or failures caused by circumstances beyond their reasonable control, including load-shedding, natural disasters, internet outages, or acts of government.

18.6 Electronic communications. Communications by email satisfy any requirement for written notice. Graceworks will send notices to your registered email address.

18.7 Language. These Terms are in English. In the event of a translation, the English version prevails.

Graceworks Group (PTY)(LTD) | Reg No: 2025/570769/07 | gracelumiq.co.za | legal@gracelumiq.co.za