Terms and Conditions

“LulaSign”, “we”, “us” and “our” mean the South African LulaSign service operator identified on your invoice and account communications. “Customer”, “you” and “your” mean the account holder and, where applicable, the organisation whose workspace is used.

LulaSign provides tools to prepare PDF documents, configure recipients and signing fields, send connected signing workflows, collect electronic actions, and create completion, verification and evidence records. You remain responsible for the documents, instructions, recipients, transaction and legal outcome.

You confirm that you are legally capable of accepting these Terms and have authority to act for the relevant organisation. You must have a lawful basis to upload documents, process participant information and contact each recipient.

You may not use LulaSign for unlawful, fraudulent, abusive or misleading activity; to infringe rights; to distribute malware; to bypass limits or security controls; or to send unsolicited communications. You are responsible for account access, recipient details, document accuracy and authorised user activity.

Workspace owners and administrators are responsible for inviting the intended people, assigning suitable roles, reviewing pending invitations and removing access when it is no longer authorised. Each person must use their own login. A member’s personal password, multi-factor authentication and saved signature remain attached to that person, while workspace documents, settings and usage are shared according to their role.

Customer workspace access uses five practical roles: Owner, Administrator, Sender, Member and Billing Admin. Internal LulaSign console access is separate from customer roles and never gives LulaSign staff ownership of a Customer’s workspace or subscription.

LulaSign records electronic actions and produces evidence intended to support authenticity, integrity and transaction history under applicable South African law, including the Electronic Communications and Transactions Act 25 of 2002. The legal effect of a signature depends on the document, transaction, identity method and applicable law.

LulaSign does not provide legal advice or guarantee that an electronic signature is suitable for every document. You must obtain legal advice where a transaction requires an advanced electronic signature, notarisation, witnessing, original paper, registration, a prescribed form, or another special formality. You must verify that each recipient and signing method are appropriate before sending.

One signing request is one connected signing workflow sent to one recipient group. It may contain one or more documents and one or more participants. Preparing a draft, uploading documents, adding recipients, placing fields, reviewing, downloading an available record or verifying a document does not count as another signing request.

A request is counted when it is first sent. If it is cancelled, voided or expires before any participant signs, LulaSign may return it once to the same active allowance. Once any participant has signed, it remains counted.

Professional and Business plans include free buffer requests. These are not paid overages and are never invoiced automatically. New sends pause when the plan’s maximum allowance is reached unless LulaSign has added a temporary allowance for the current cycle.

12-month deals: instead of paying monthly you may pay for twelve months at once, at the 12-month price shown at checkout (currently twelve months for the price of ten). Checkout shows the full amount, the twelve-month allowance, the date the deal ends and the monthly price it continues at. Paid allowances reset only after a successful payment for the next monthly cycle or deal. Unused included, courtesy and temporary requests do not roll over. Temporary grants expire at the end of the cycle in which they are issued.

A signing-request allowance belongs to the workspace and is shared by all of its members; it is not divided into a separate allowance for each user. The workspace owner counts as a member. Active members and unexpired pending invitations occupy available member seats.

Professional and Business are paid through PayFast. A monthly subscription recurs every month, at the amount shown, until you cancel or change it under these Terms. A 12-month deal does not renew as another 12-month deal on its own: when it ends it continues monthly at the monthly price then in force, unless you accept another 12-month deal or cancel. Before you continue to PayFast, checkout shows the exact agreement you accept - the amount, how often it is charged, roughly when, and for how long - and LulaSign keeps a permanent record of what you accepted, when, and from where. Each later change you accept (another plan, more or fewer members, another 12-month deal) is recorded the same way.

Your subscription starts as soon as PayFast confirms payment, at your request. Because the service then begins with your consent, the seven-day cooling-off period for online purchases (section 44 of the Electronic Communications and Transactions Act 25 of 2002) no longer applies once you use it.

Before you continue to PayFast, checkout shows the amount charged immediately, the amount and frequency of future charges, the expected first renewal date, what the plan includes, and how to stop renewal. PayFast securely collects the card details used for the recurring agreement; LulaSign does not collect or store the full card number.

LulaSign is the merchant and payment recipient. One LulaSign-controlled PayFast merchant configuration processes subscriptions for the service. A Customer workspace is linked to its own LulaSign subscription and provider reference only so confirmed payments can be applied to the correct plan, seats and shared allowance; workspace users never provide or manage LulaSign’s PayFast merchant credentials.

A browser return from PayFast is not proof of payment. LulaSign activates a subscription, issues a new paid-cycle allowance or applies a paid change only after a valid PayFast payment notification is verified and reconciled to the expected reference and amount.

PayFast processes payment information under its own terms and privacy practices. LulaSign stores provider references, status, amount and reconciliation data needed to manage your subscription, receipts and support.

Upgrades (Professional to Business, or monthly to annual billing) take effect immediately and start a new billing cycle on the day the payment is confirmed, with the full allowance of the new plan. You pay the new plan's price less a credit for the unused part of your current plan. The credit is the price you paid for the current period multiplied by the smaller of two shares: the days left in the period, and the included signing requests left. For example, with 18 of 30 days and 30 of 50 included requests left, the smaller share is 30 of 50, so 60% of the current price is credited. Checkout shows both shares, the credit, the amount charged today, the new cycle dates and the future recurring amount before you pay, and the receipt repeats the calculation. The credit only reduces the upgrade charge; it is never paid out. PayFast's minimum card charge of R5.00 applies. The previous subscription stops at PayFast once the upgrade payment is confirmed.

When a 12-month deal ends: we email your billing contacts about two months before the end date (at least 45 business days before, as section 14 of the Consumer Protection Act requires), again one month before, and daily in the final week until you choose. You may take another 12-month deal at the 12-month price then in force, continue monthly (which needs no action), or cancel so that nothing more is charged. PayFast is moved to the monthly amount before a deal that you have not renewed ends, so it is never charged as another 12-month deal without your acceptance.

Downgrades: a downgrade is scheduled for the next paid renewal after the payment provider confirms the future recurring amount change. The current plan, allowance and access continue to the end of the paid period; there is no mid-cycle refund or immediate reduction.

Business members: three are included. Checkout displays the configured monthly or annual recurring price for each additional member. A paid-period increase keeps the current billing cycle and charges each added member's price for the days left in that cycle (subject to PayFast's R5.00 minimum); checkout shows the calculation, and the members become available only after payment confirmation. From the next renewal the full member price is part of the recurring amount. A reduction can be scheduled only after active members and pending invitations fit within the requested future seat total, and takes effect at the next renewal after the provider confirms the lower future recurring amount.

Price changes: your subscription keeps the price you accepted. If LulaSign changes the price of your plan, we email your billing contacts at least a month before the new price applies to you. On a monthly subscription it applies from your first renewal on or after the change's effective date that is at least a month after that notice - never part-way through a paid month - and PayFast is asked for the new amount only after your last charge at the old price; you may change plan or cancel before then. A running 12-month deal keeps its price to the end; the new price then applies only if you accept another deal, or to the monthly subscription it continues as, and the end-of-deal notice states it. A price reduction applies from your next renewal without a notice period. A change you choose yourself, such as an upgrade or a 12-month deal, is priced at the current price.

Removing a member or cancelling an invitation frees workspace access or capacity but does not by itself reduce the recurring PayFast amount. An owner or billing administrator must separately schedule any reduction in paid additional members through Billing; the lower amount applies at the next successful renewal after provider confirmation.

If renewal fails, LulaSign enters a five-day payment-retry period. No new monthly allowance is issued until payment succeeds. You may use any valid remainder from the prior allowance during the retry period. If payment is still not confirmed when the period ends, the subscription becomes past due and new sends are blocked. Existing documents, audit information and completed records remain accessible subject to retention and security rules.

Cancelling a monthly subscription: a workspace owner or billing administrator may cancel future renewal from Billing at any time, including on the renewal day itself, until PayFast has charged the renewal. Paid access and the current allowance remain available until the paid month ends, and a paid month is not refunded. LulaSign instructs PayFast to stop the subscription three days before the renewal date (or at once, if you cancel later than that); until then renewal can be resumed from Billing. If PayFast charges a renewal after you cancelled in time, that payment is refunded. If a renewal is unpaid, the subscription can instead be ended immediately and the workspace returns to Starter; a subscription that stays past due for 30 days ends automatically.

Cancelling a 12-month deal part-way: you may cancel at any time from Billing. The deal ends 20 business days after you ask (or when it ends, if sooner); service continues until then and PayFast takes no further payment. You are refunded what you paid for the deal less, for each month started, the monthly price shown when you accepted the deal - the reasonable charge for the discount a 12-month deal gives (section 14 of the Consumer Protection Act). For example, R4,990 paid and four months started at R499 leaves R2,994 to refund. Refunds go back to the card that paid, through PayFast, and are never more than a payment charged.

Cancellation may also be requested in writing or another recordable form through support. We will provide a record of the request and its outcome. Any consumer rights, notice periods, cooling-off rights, credits or refunds that apply under the Consumer Protection Act 68 of 2008 or other applicable law prevail over a conflicting provision in these Terms.

Except as these Terms provide, where required by law, or as expressly approved after investigation, confirmed subscription payments, upgrade payments and additional-member payments are non-refundable. Duplicate charges, incorrect amounts, fraud allegations and chargebacks will be investigated against PayFast records and the LulaSign audit trail.

Each party must comply with applicable data-protection law, including the Protection of Personal Information Act 4 of 2013. For documents and participant information supplied by a Customer, the Customer ordinarily determines the purpose of processing and LulaSign processes the information to provide and secure the service, subject to applicable law and the parties’ agreement.

You must not upload unnecessary or unlawfully obtained personal information. LulaSign may process account, transaction, technical, security and support data to operate the service, prevent abuse, reconcile billing and meet legal duties. Reasonable technical and organisational safeguards are used, but no system is completely risk-free.

Authorised workspace members may access workspace information permitted by their assigned role. The Customer must regularly review roles and promptly deactivate access for people who leave or no longer require it. LulaSign may retain membership, invitation and role-change events as security and audit records.

Drafts, completed documents and evidence are retained according to plan entitlements, workspace configuration, legal holds and operational policy. You are responsible for downloading or handing off records before a displayed retention period expires. Essential transaction, security, billing and verification information may be kept longer where reasonably required by law or legitimate operational needs.

We aim to keep LulaSign available and accurate but do not promise uninterrupted or error-free service. We may maintain, secure, change or suspend parts of the service. Material plan, price, recurring-payment or Terms changes will be communicated in plain language through a recordable channel before they take effect, with the effective date and available cancellation or non-renewal options. Where the law requires renewed consent, the change will not take effect until that consent is obtained.

You retain rights in content you lawfully provide. You grant LulaSign the limited rights needed to host, process, reproduce, secure and deliver that content for the service. LulaSign and its licensors retain rights in the platform, design, software, documentation and branding. Feedback may be used without an obligation to compensate you.

To the extent permitted by law, LulaSign is not liable for indirect, consequential or special loss, loss caused by inaccurate instructions or recipient details, an unsuitable signing method, third-party services, unlawful content, compromised customer credentials or failure to download expiring records.

Nothing in these Terms excludes liability that cannot lawfully be excluded. Where liability may be limited, LulaSign’s aggregate liability arising from the service is limited to the amount paid by the affected Customer for the service during the three months immediately before the event giving rise to the claim.

You indemnify LulaSign against third-party claims arising from content or instructions you supply, your unlawful use, your breach of these Terms, or your lack of authority or lawful basis, except to the extent caused by LulaSign’s own unlawful conduct.

Raise billing, usage or service concerns through the in-product support area and include the relevant payment or signing-request reference. The parties will first try in good faith to resolve a dispute through support and authorised representatives.

These Terms are governed by the laws of the Republic of South Africa. Subject to any mandatory consumer or statutory process, South African courts have jurisdiction. Electronic notices may be sent to the email address associated with the account; you must keep it current.

If a provision is unlawful or unenforceable, the remaining provisions continue. A delay in enforcing a right is not a waiver. You may not transfer these Terms without our written consent; LulaSign may transfer them as part of a lawful business reorganisation or service transfer. These Terms, accepted checkout details and any signed enterprise agreement form the agreement for the service, with a signed negotiated agreement prevailing where it expressly conflicts.