Terms of Service

1. Acceptance of these terms

These Terms of Service ("Terms") form a binding agreement between you (the "Customer", "you", "your") and Experts InfoTech (Pvt) Ltd. ("Experts InfoTech", "we", "us", "our"), a private limited company registered in Pakistan under the Companies Act, 2017.

By accessing the xQue website, signing a quotation, deploying xQue hardware, or using the xQue Cloud platform, you agree to be bound by these Terms, the Privacy Policy, and any order form, statement of work, or Data Processing Agreement that we sign together. If you don't agree, please don't use the Services.

If you are accepting these Terms on behalf of a company, you represent that you have the authority to bind that company, in which case "you" refers to that company.

2. The xQue service

xQue is an integrated Queue Management System consisting of:

• Hardware — self-service kiosks, wall and counter displays, ticket printers, and accessories manufactured or assembled by Experts InfoTech.
• Software — the xQue Cloud platform (dashboards, AI routing, analytics), on-device firmware, and the customer-facing mobile / web experience.
• Services — installation, training, support, and maintenance.

The specific deliverables, quantities, and pricing are set out in the order form ("Order Form") signed between us. In case of conflict, the Order Form prevails over these Terms for that particular transaction.

3. Account, access & eligibility

• You must be at least 18 and legally able to enter a contract in your jurisdiction.
• You must provide accurate, current, and complete information when you sign up, and keep it up to date.
• You are responsible for safeguarding the credentials of every user account you create, and for everything that happens under those credentials.
• If you suspect unauthorised access, notify us at security@xque.pk within 24 hours.

4. Acceptable use

You agree not to:

• Use the Services to violate any law, regulation, or third-party right.
• Upload or process content that is unlawful, infringing, defamatory, obscene, or harmful.
• Attempt to probe, scan, or test the vulnerability of the Services, or to breach any security or authentication measure.
• Reverse-engineer, decompile, or otherwise attempt to extract source code from the xQue platform or firmware, except to the extent this restriction is prohibited by applicable law.
• Resell, sublicense, or white-label the Services without our written permission.
• Use the Services in a way that could damage, disable, overburden, or impair our infrastructure or other customers' use of it.
• Use any robot, spider, scraper, or other automated means to access the Website or the Cloud platform for any purpose without our express written consent.
• Misuse our support channels (for example, by submitting false abuse reports or threatening staff).

We may suspend or terminate the Services if we reasonably believe you are violating this section, and we will give you notice and an opportunity to cure where practicable.

5. Intellectual property

• Our IP. Experts InfoTech retains all right, title, and interest in the Services, the xQue name and logo, the firmware, the cloud platform, our documentation, and any work product we create. These Terms grant you a limited, non-exclusive, non-transferable, revocable license to use the Services for your internal business purposes during the term.
• Your IP. You retain all right, title, and interest in your data, your brand, and any content you upload to the Services.
• Feedback. If you give us product feedback or suggestions, we may use it freely, without obligation to you.
• Branding. You may use the xQue name and logo to identify that you use our Services, in line with the brand guidelines we'll provide. You may not use our marks in any way that suggests endorsement of your products or services without a separate written agreement.

6. Customer data

Where you process personal data through xQue (for example, visitor names and phone numbers collected at your kiosks), you are the controller and we are the processor. The Data Processing Agreement (DPA) we sign alongside these Terms governs that relationship. Key points:

• We process Customer Data only on your documented instructions.
• We implement appropriate technical and organisational measures to protect it (see our Privacy Policy for the controls).
• We engage sub-processors only with your prior notice and the right to object.
• We help you fulfil data-subject requests.
• On termination, we delete or return Customer Data at your choice, subject to legal retention obligations.

7. Fees & payment

• Hardware. One-time fee as set out in the Order Form, inclusive of the manufacturer's warranty stated in the Order Form (default 3 years unless otherwise stated).
• Software subscription. Monthly or annual fee per branch, paid in advance. The fee includes cloud hosting, firmware updates, and standard support during business hours.
• Installation & training. Fixed-price as quoted, or on a time-and-materials basis at our then-current rates.
• Currency. Pakistani Rupees (PKR) by default. For export customers, USD or EUR as agreed in the Order Form.
• Taxes. Fees are exclusive of sales tax, withholding tax, and any other applicable taxes, which are payable by you.
• Invoicing & late payment. Invoices are due within 30 days of issuance. Undisputed late amounts may accrue interest at 1.5% per month or the maximum permitted by law, whichever is lower.
• Disputes. If you dispute an invoice in good faith, notify us within 10 days and we will work with you to resolve it before suspension.

8. Service level & support

For Cloud subscriptions, we commit to:

• 99.9% uptime on the cloud platform, measured monthly, excluding scheduled maintenance and force majeure.
• Critical-severity response within 1 hour, 24/7.
• High-severity response within 4 business hours.
• Standard support within 1 business day, Sun–Thu.
• On-site field engineering within 4 hours in Karachi, Lahore, Islamabad, Rawalpindi, and Faisalabad, and within 24 hours in other major cities.

Detailed SLA credits and exclusions are in the Order Form.

9. Warranties & disclaimers

We warrant that:

• The Services will perform materially in accordance with the documentation.
• Hardware will be free from material defects in workmanship for the warranty period.
• We will provide the Services with reasonable skill and care.

Except as expressly stated, the Services are provided "as is" and "as available." We disclaim all other warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Services will be uninterrupted, error-free, or that they will meet your specific requirements.

10. Limitation of liability

To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, business, goodwill, or data, even if advised of the possibility.

Each party's total aggregate liability arising out of or related to the Services will not exceed the greater of (a) the amount you paid us in the 12 months immediately before the event giving rise to the claim, or (b) PKR 1,000,000 (or the equivalent in your billing currency).

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law — for example, liability for fraud, death, or personal injury caused by negligence.

11. Indemnification

You will defend, indemnify, and hold us harmless from any third-party claim arising out of:

• Your use of the Services in violation of these Terms or applicable law.
• Your data, including any claim that your data infringes a third party's rights.
• Your combination of the Services with any third-party product or service.

We will promptly notify you of any claim, give you sole control of the defence (at your cost), and provide reasonable cooperation.

12. Term & termination

• Term. The Order Form states the initial term (typically 12 months for cloud subscriptions) and renewal terms (auto-renew for successive 12-month periods unless either party gives 60 days' notice).
• Termination for convenience. You may terminate a cloud subscription at the end of the then-current term with 60 days' written notice. Hardware purchases are non-cancellable once shipped.
• Termination for cause. Either party may terminate immediately on written notice if the other materially breaches these Terms and fails to cure within 30 days of written notice, becomes insolvent, or makes an assignment for the benefit of creditors.
• Effect of termination. We will stop providing the Services, return or delete your Customer Data per the DPA, and refund any prepaid but unused fees on a pro-rata basis (except in cases of termination for your cause).

13. Governing law & dispute resolution

These Terms are governed by the laws of the Islamic Republic of Pakistan, without regard to its conflict-of-laws principles. The parties will first attempt to resolve any dispute through good-faith negotiation for at least 30 days. If unresolved, the dispute will be referred to binding arbitration under the Arbitration Act, 1940, seated in Lahore, in the English language, before a sole arbitrator.

Notwithstanding the above, either party may seek injunctive or other equitable relief in a court of competent jurisdiction to protect its intellectual property or confidential information.

14. Changes to these terms

We may update these Terms from time to time. For material changes, we will notify you at least 30 days in advance by email and by posting a notice in the xQue Cloud dashboard. Continued use of the Services after the effective date constitutes acceptance. If you don't agree to the updated Terms, you may terminate the affected subscription without penalty.

15. Contact

For any question about these Terms, please reach out: