Gracesoft terms and conditions

01Purpose

The terms set out in this agreement constitute the conditions of use and privacy for all services currently provided, and those added in the future, by GRACESOFT on its website gracesoft.io, its application app.gracesoft.io, the mobile version and its application programming interface (API).

By starting to use the service, the user agrees to comply with all the conditions set out in this agreement. By the simple act of using the GRACESOFT system, the user accepts the provisions of this agreement and its Terms and Conditions, which may change with prior notice from GRACESOFT in accordance with the applicable legal deadlines. If the user represents an organization, the user acknowledges that the organization agrees to be bound by this agreement and that the user has the authority to act on its behalf and, therefore, to bind it before GRACESOFT and accept the obligations set out in this document. A user who does not agree with this may not use the services provided by GRACESOFT.

02Definitions

The following definitions have the meaning below in this agreement:

• Agreement: This Terms and Conditions document, its privacy and security policies and its annexes.
• Applicable laws: The laws of the Republic of Costa Rica that apply to this type of commercial and adhesion agreement for technology services.
• Site or Website: The site where all the services GRACESOFT offers are provided, without regard to any related third parties.
• Service or Services: The application GRACESOFT offers on its website, which operates from the domain app.gracesoft.io, together with the use of the main website and its support center.
• GRACESOFT / The System / We: The company 3-102-935451 S.R.L., corporate ID number 3-102-935451, its subsidiaries, associated brands and technology platforms.
• System: The web platform GRACESOFT uses to provide its service, including the software the platform uses and all of its content.
• Application: The software GRACESOFT offers as a service (SaaS) at app.gracesoft.io.
• Account holder: The individual or legal entity in whose name the payment method (credit card, debit card or bank transfer) used to register the account or keep it active with GRACESOFT is held.
• User: The individual who visits and uses the GRACESOFT website and its application, whether or not they are the “Account holder”.
• Plan: The conditions of use, limits and capabilities a user has according to the periodic payment they have made.
• Electronic invoice: In accordance with Article 83 of Costa Rica's Code of Tax Rules and Procedures and the current resolutions of the General Directorate of Taxation of the Ministry of Finance (Hacienda), the document in XML format and its graphic PDF representation that supports digitally authorized sales of goods and/or services.
• Electronic documents: All documents created and issued electronically from the GRACESOFT system for Costa Rica (sales invoices, electronic tickets, credit notes, debit notes and acceptance or rejection confirmations before the Ministry of Finance).

03Legal capacity to enter into contracts

Under the civil and commercial law of the Republic of Costa Rica, a user who accepts these Terms and Conditions must be legally able to enter into a contract, as permitted by their autonomy of will and the laws that apply to them.

GRACESOFT understands that a user who accepts these terms and conditions knows in advance whether or not they have the capacity to enter into contracts on behalf of the person or entity identified as the User. Those who are considered absolutely or relatively incapable under Costa Rican law must have authorization from their legal representatives to enter into this agreement, and those representatives shall be responsible for any conduct of the persons they represent or act for.

04Account and user registration

GRACESOFT provides a software service accessed through its website app.gracesoft.io. Users who access this service must register an account and provide the information requested in the forms enabled when registering an account. GRACESOFT understands that any information entered in these forms is given under oath as true and, therefore, releases GRACESOFT from liability for holding false information about any user.

GRACESOFT allows access for a limited number of authorized users according to the Plan each account holder or user chose when registering their account. Under no circumstances does GRACESOFT allow these users to be different from those the account holder has decided to enable as such to use the platform, and they may not be replaced by other people through shared credentials. Should this happen, GRACESOFT is not responsible for any harmful use of the account's information against its holder, the user or third parties.

In any case, GRACESOFT reserves the right, at any time, to contact the User in order to verify their registration information or any other tax or corporate data provided.

05Description of the service

The GRACESOFT service begins when an account is registered on our website, after accepting the conditions set out in this agreement. The service consists of the use of the GRACESOFT software available at app.gracesoft.io and all the services available on associated websites, mobile applications and the API.

GRACESOFT provides its web application as Software as a Service (SaaS). The user acquires a non-exclusive, worldwide, temporary, revocable and non-transferable license to use the GRACESOFT system under the conditions of the plan they have chosen, but at no time acquires ownership or intellectual property rights over the platform.

When using any of the plans GRACESOFT offers, the user is aware of the services they are paying for, whose specifications and prices are available at gracesoft.io/pricing.

GRACESOFT shall in no case be responsible for errors made by the user when choosing their plan, nor when typing or entering their personal information or that of the operation and running of their business, nor for the accounting or tax classification they give it, which will affect the results produced by the Software.

GRACESOFT understands that the account holder and the users are aware of any change made to the account's configuration. GRACESOFT shall not be responsible for any loss of information caused by force majeure, fortuitous events or acts of third parties, as explained under the heading “Operation of the site”.

GRACESOFT reserves the right to change the prices and features of the plans and services offered. Changes will be communicated through the appropriate channels and in due time (at least 30 calendar days in advance). Once notified of the changes, if the User continues to use the service or does not state otherwise, they will be deemed to accept those changes, and GRACESOFT will apply them from their new effective date or the period purchased.

06Scope and service level

Under normal conditions, the GRACESOFT platform has approximately 1% “downtime”, so the platform is available 99% of the time each month. GRACESOFT will carry out the relevant technical work to keep the application available to the user, but does not guarantee its absolute infallibility, since there may be events such as failures of Costa Rica's telecommunications providers, acts of third parties, or maintenance or restructuring of the application that are beyond GRACESOFT's direct control.

The service is provided through a web interface available from any internet connection. Accordingly, the User releases GRACESOFT from any liability that may arise from interruptions in the availability of the service caused by force majeure or circumstances beyond its control, including, by way of example and without limitation: (i) the customer's modem or router, (ii) the user's computer system or local network, (iii) the user's browser software, (iv) computer viruses, (v) interconnection of telephone, satellite and electrical networks of external providers, (vi) deficiencies in the broadband internet service contracted by the user, or (vii) the temporary unavailability of the Costa Rican Ministry of Finance platform for receiving electronic documents.

GRACESOFT shall NOT be responsible for the truthfulness or legality of the accounting and tax information the User submits; consequently, the User alone is responsible for providing real, truthful and timely information to the General Directorate of Taxation or any other competent Costa Rican government entity. Any error, discrepancy, requirement or administrative penalty arising from an act or omission of the User shall be the User's sole responsibility, and the User shall hold GRACESOFT harmless from any claim.

07Account security

GRACESOFT safeguards the password provided by the account holder and the users when registering an account and guarantees that it will take the industry-standard technical security measures within its reach so that this password is not exposed to third parties, but it cannot ensure the absolute infallibility of its safekeeping if the user engages in negligent practices. Furthermore, GRACESOFT is not responsible for the user's misuse of the password or for the choice of predictable or easily guessed passwords, and assumes that whenever the system is accessed with the correct credentials, the operation is carried out directly by the authorized user.

08Operation of the site

GRACESOFT will take appropriate steps so that its associated websites are always available to the user, but does not guarantee this in the event of damage to regional communications, vandalism by third parties, urgent updates or restructuring of the sites beyond its control. Nevertheless, GRACESOFT guarantees users who pay for the service that the software will be available at app.gracesoft.io from anywhere in the world with an internet connection, provided the user keeps their access credentials active and their internet provider allows it.

Regarding ordinary maintenance and restructuring of the site, GRACESOFT reserves the right to carry them out, endeavoring to give reasonable prior notice in the platform's interface to avoid inconvenience in the operational and tax processing of users' data.

GRACESOFT reserves the right to make improvements or optimizations to its system without prior notice; however, announcing an estimated update date does not contractually oblige GRACESOFT to make the improvement available to all users on that date. Such improvements shall only be deemed part of the contracted service when GRACESOFT actually implements them and indicates that they are permanent.

09Limitations

THE CUSTOMER may not reverse engineer, decompile or disassemble the GRACESOFT software, or perform any other operation aimed at discovering the platform's source code. Separating its technical components is also strictly prohibited. GRACESOFT authorizes the use of the software exclusively as a single integrated product under the SaaS model. THE CUSTOMER understands that breaching this prohibition constitutes an offense under the computer crime and intellectual property laws in force in the Republic of Costa Rica.

GRACESOFT shall not be responsible for any out-of-court, judicial or administrative claim arising from the User's negligence, fault, willful misconduct or lack of skill when providing their accounting or financial information to the General Directorate of Taxation of the Costa Rican Ministry of Finance; the User alone shall therefore be responsible before the national tax authorities.

10Electronic invoicing (Costa Rica)

GRACESOFT is a company specialized in:

• Offering software solutions for the electronic exchange of business documents adapted to Costa Rican regulations.
• Providing engineering and configuration services for electronic exchange and the generation of XML structures.
• Guaranteeing the levels of service, hosting and confidentiality required to comply with the electronic invoicing regulations issued by Costa Rica's General Directorate of Taxation and the applicable information security guidelines.

11Electronic invoicing contingency plan

In accordance with the electronic invoicing resolutions and guidelines in force issued by the General Directorate of Taxation of the Costa Rican Ministry of Finance, GRACESOFT establishes that, in the event of any internal technical interruption of the system or widespread outages of Hacienda's servers that prevent the immediate validation of electronic receipts:

• The user must, mandatorily and under their own responsibility, follow the Invoicing Contingency Plan authorized by Costa Rican law (issuing authorized physical or pre-printed contingency receipts).
• Once the technical problems end or the Ministry of Finance restores its validation APIs, the user undertakes to transcribe and send the receipts issued during the contingency in electronic format through the GRACESOFT platform within the deadlines set by Costa Rican tax regulations.

12Payment terms and methods

The user expressly consents to the service being provided immediately after purchase and authorizes GRACESOFT to charge them automatically at the payment frequency (monthly or annual) they choose until they cancel under the terms of this agreement.

The recurring charge will be made on the same calendar day of the month on which the user first signed up.

If the selected payment method has expired, is invalid, has insufficient funds or has any other banking restriction that prevents the payment from succeeding, the User agrees that GRACESOFT may charge any of the secondary or backup payment methods the User has registered in their account.

GRACESOFT accepts the following payment methods:

• Credit and debit cards: Visa, Mastercard and American Express. Payments are processed securely through the authorized payment gateway ONVO.
• SINPE Móvil: Payments can be made to SINPE Móvil 6060-6083, in the name of the company 3-102-935451 SRL.
• Transfer to BAC San José bank accounts: Payments can be made to the following bank accounts:

• Colones: IBAN CR67010200009724757014 · BAC account 972475701
• US dollars: IBAN CR77010200009724756931 · BAC account 972475693

The user knows and accepts the limits of their plan when signing up. If the user exceeds any of their plan's invoicing, user or storage limits, GRACESOFT will notify them through the system so they can change plans (upgrade). If the limit is still exceeded after the notification, the account will be temporarily suspended from issuing new documents until the user chooses and pays for a suitable new plan.

The user authorizes GRACESOFT to make the relevant inquiries in national and international credit and risk information databases to verify their payment behavior.

The user states under oath that they are not included on international financial restriction lists (such as the OFAC / Clinton List) and that their income comes from entirely lawful commercial activities in accordance with Costa Rica's Law No. 8204 (Law on narcotics, psychotropic substances, drugs of unauthorized use, related activities, money laundering and terrorist financing).

Billing data and issuing of receipts

The user's registration information is the taxable basis on which the invoice for GRACESOFT's software service is generated. The user alone is responsible for that information being correct. Requests to correct invoices issued by GRACESOFT must be made within five (5) business days of their issue. Once the Costa Rican fiscal month has closed, it will not be technically possible to modify invoices already reported to the Ministry of Finance.

13Cross-selling discounts

These are discounts applicable to users who keep multiple services or modules active in the GRACESOFT application. Their percentages and start dates are detailed on the company's pricing page.

• The discount will be calculated on the recurring total of the active modules or products.
• These discounts end immediately if the user cancels any of the services that entitled them to the cross benefit.
• They cannot be combined with other special promotions or specific seasonal discounts, unless otherwise stated.

14Other obligations of users

GRACESOFT is a web application under the SaaS model that provides a storage environment the user manages entirely at their own risk. GRACESOFT takes the corresponding industrial cybersecurity measures, but is not responsible for the consequences of unauthorized access due to the user's negligence in safeguarding their passwords.

When using the service, the user undertakes to:

• Not cause physical, moral, reputational or infrastructure damage to GRACESOFT or other users.
• Not use the service for malicious purposes or to evade tax obligations in Costa Rica.
• Not publish, host or transmit sensitive information that is illegal, defamatory or offensive, or that infringes third parties' intellectual property rights.
• Guarantee that they are the legitimate issuer or recipient of the receipts processed on the platform and that the information provided complies with the country's tax regulations.

The user states that they are the exclusive owner of the information they enter into the GRACESOFT system. When the service ends for any reason, the user will be able to export their data (in standard formats such as XML or CSV); however, GRACESOFT is not obliged to carry out specific developments or custom migrations to competitors' software free of charge.

15Intellectual and industrial property

Exclusive ownership of assets: The User expressly and irrevocably acknowledges and accepts that GRACESOFT (or the respective owner company of its corporate group) is the sole, legitimate and exclusive owner, or authorized licensee, of all intellectual, industrial, commercial and technological property rights associated with the platform, the website, the mobile applications and the application programming interfaces (API). This protection covers, by way of example and without limitation:

• The source code, object code, executable code, scripts, libraries, security patches, optimizations and technical architecture of the software.
• The design of graphical interfaces, wireframes, navigation schemes, visual elements, logos, isotypes, trademarks (registered or pending registration), trade names, advertising slogans and related patents or utility models.
• The structure, design, indexing and logical schemas of the databases developed to operate the system.
• The data processing algorithms, tax calculation methodologies, invoicing automation flows and all the technical and operational know-how of the platform.

No assignment of rights: Under no circumstances shall access, browsing, registration, payment or ordinary use of the SaaS platform be interpreted as a sale, assignment, transfer, disposal or transmission, in whole or in part, of intellectual property rights or copyright to the User or third parties. The right granted to the User is strictly limited to a temporary, personal, revocable, non-exclusive and non-transferable license of use, subject to payment of the corresponding Plan and to the operational limitations set out here.

Express prohibitions on exploitation: The User, its employees, contractors or any Authorized User are strictly prohibited from carrying out, by themselves or through third parties, directly or indirectly, the following conduct:

• Copying, reproducing, duplicating, modifying, adapting, translating, creating derivative works, distributing, marketing, sublicensing, assigning, leasing or making the software or any of its technical components available to third parties, whether for a fee or free of charge.
• Reverse engineering, decompiling, disassembling, breaking down or performing any computer operation aimed at discovering the source code, internal logic or algorithms of the platform.
• Removing, hiding, altering or deleting copyright, trademark, patent or confidentiality notices included in GRACESOFT's screens, reports, PDF files or technical documentation.
• Using the platform, its interfaces or its data to develop a competing software product or for industrial espionage or unauthorized benchmarking.

Ownership of improvements and feedback: If the User or its Authorized Users suggest, propose, recommend or contribute ideas about new features, improvements, fixes or modifications to the platform (hereinafter, “the Feedback”), the User accepts that all intellectual property arising from that Feedback belongs exclusively and originally to GRACESOFT, without giving rise to any present or future right to financial compensation, royalty, discount or consideration for the User.

Legal consequences of infringement: Any violation, infringement or unauthorized use of the intellectual and industrial property rights regulated in this section shall be considered a very serious breach of contract, entitling GRACESOFT to immediately and permanently suspend and disable the User's account without any liability on its part. GRACESOFT also reserves the unconditional exercise of all corresponding civil actions (to recover damages, economic losses and lost profits) and criminal actions, in accordance with Law No. 6683 on Copyright and Related Rights, Law No. 7978 on Trademarks and Other Distinctive Signs, and the applicable computer crime legislation of the Republic of Costa Rica.

16Suspension and termination of the service

GRACESOFT reserves the right to terminate or temporarily suspend the service for any user who breaches these terms. In particular, immediate unilateral termination will apply if:

• The software is used for criminal purposes or purposes contrary to Costa Rican law.
• The account is found to be used to spread malicious code (malware, viruses, etc.) that endangers the infrastructure of GRACESOFT or other users.
• Identity theft or forgery of receipts before the tax authorities using our platform is detected.

GRACESOFT reserves the right to modify or discontinue modules of the system as part of its technical evolution, without this implying any obligation to compensate the customer.

17Suspension of the service for non-payment

If a charge is not paid — for example, because the registered card was declined after up to three (3) automatic charge attempts, one per day — GRACESOFT will apply the following measures, counted in calendar days from the charge's due date:

• Days 1 to 3: the account keeps working normally and the system shows a pending-payment notice.
• Days 4 to 7: the account switches to view-only mode: the user can view and download their information, but cannot create, modify or issue documents.
• From day 8: access to the account and the issuing of receipts are suspended; only sign-in and the billing section remain available to settle the payment.

Accounts that have never made a payment, such as those whose trial period ends without payment, do not get these periods: access is suspended from the day after the due date. GRACESOFT may agree on different periods with the holder of a specific account.

To reactivate the account, the user must pay all accumulated outstanding balances; payments by SINPE Móvil or bank transfer are applied once GRACESOFT confirms the receipt reported on the platform. Suspension of the account does not release the user from their financial commitments for periods already consumed before the suspension.

18Termination for breach by the user

Suspension of the account, whether for non-payment or improper use, will be notified to the user by email. Suspension does not mean the information is deleted: GRACESOFT keeps the account's data, including electronic documents and their XML files, and access is restored once the cause of the suspension is resolved, except in the termination cases set out in the “Suspension and termination of the service” section.

GRACESOFT does not delete an account's information because the service has been abandoned. The retention and deletion of personal data are governed by the privacy policy in this document and by the legal obligations to retain tax information.

19Termination of the agreement by the user

The account holder can cancel their subscription at any time from the administration panel settings at app.gracesoft.io, following the subscription cancellation path provided by the system.

• The service stays active until the last day of the paid period, or of the trial period, and the cancellation can be reversed until that date. If the account has overdue charges, the cancellation takes effect immediately and cannot be reversed.
• If the user needs the cancellation to be processed by technical support through soporte@gracesoft.io, they must write from the account holder's email address at least five (5) business days before their payment date.
• Once the service ends, the account stays in view-only mode for ninety (90) calendar days: the user can view and download all their information, including the XML and PDF files of their electronic documents, but cannot create or modify records. GRACESOFT will send email notices seven (7) days before the service ends and when the view-only period closes.
• After that period, the account is archived and only sign-in and the billing section remain available. The information is not deleted: the account holder can subscribe again on the same account, at current prices and without a new trial period, and regains access once the new charge is paid.

Refund policy

Refunds will only be made in the following cases:

• Legal right of withdrawal: within five (5) business days after purchasing a new subscription, provided the service has not been used.
• Duplicate charges made in error: when a double bank charge attributable to GRACESOFT processing failures is verified.

No refunds apply to partially consumed annual plans, or to accounts that have not used the system due to the customer's voluntary lack of interest during the contracted term. Cancelling the subscription does not generate automatic refunds either, and add-ons paid for periods after the end date are not refunded.

20Force majeure

Neither party shall be liable for failing to meet its obligations when the provision of the service is delayed or made impossible by a fortuitous event or force majeure (such as earthquakes, massive regional connectivity failures or prolonged outages of the Costa Rican Ministry of Finance servers). The affected party must give notice within 48 hours of the event. If the force majeure persists for more than three (3) months, either party may terminate the agreement with fifteen (15) calendar days' notice.

21Right of withdrawal

In accordance with Article 40 of Costa Rica's Law No. 7472 (Law for the Promotion of Competition and Effective Consumer Protection), the User may exercise their right of withdrawal within five (5) business days after first subscribing to the service, provided they have not started the operational or tax processing of data on the platform, obtaining a full refund of the amount paid and closing their account. It does not apply to successive periodic renewals.

22Privacy policy and authorization to process personal data (Law No. 8968)

Informed consent: In full accordance with the provisions of Law No. 8968 (Law on the Protection of Individuals with regard to the Processing of their Personal Data) of the Republic of Costa Rica, its Regulations (Executive Decree No. 37554-JP) and the guidelines issued by the Agency for the Protection of Residents' Data (PRODHAB), the User who registers an account, enters their data and electronically accepts these Terms and Conditions gives their express, free, specific, unequivocal and informed consent for GRACESOFT to collect, store, organize, structure, consult and process their personal data.

Definition of technical and legal roles: For the correct interpretation of the data flow in the SaaS environment, the parties define and accept their respective legal responsibilities under the Costa Rican regulatory framework:

• THE CUSTOMER (User) acts as “Database Controller”: The User is the sole owner, creator and legal guarantor of the commercial databases they enter and manage in the software (including data about their own end customers, suppliers, invoices, purchases and employees). The User assumes exclusive responsibility for having the due informed consent of those third parties and for registering their databases with PRODHAB if required by law, releasing GRACESOFT from any penalty or third-party claim regarding the lawfulness of the origin of the data.
• GRACESOFT acts as “Data Processor”: GRACESOFT has no decision-making power over the use, purpose or destination of the commercial data entered by the User. GRACESOFT limits itself to providing the cloud technology infrastructure to process, structure and technically safeguard that information under the User's operational instructions and for the sole purpose of providing the software service.

Purposes of processing registration data: The User's own identification, contact and billing personal data (such as name, individual or corporate ID number, email, phone, address and payment method data) will be processed by GRACESOFT only for the following legitimate purposes:

• Enabling, customizing, maintaining and ensuring the proper technical operation of the account on the SaaS platform.
• Providing technical support, answering inquiries and resolving operational incidents.
• Managing corporate billing, issuing electronic invoices for the service and internal accounting audits.
• Sending critical security notifications, server maintenance alerts and regulatory updates from the Costa Rican Ministry of Finance.
• Sending promotional or advertising communications directly related to GRACESOFT's services, as long as the User has not revoked that authorization under the terms of Clause 26.

Security and storage protocol: GRACESOFT undertakes to continuously implement the technical, organizational, logical and physical security measures necessary to guarantee the confidentiality, integrity and availability of personal data, preventing their alteration, loss, destruction or unauthorized access. The User expressly authorizes the physical storage of servers and databases through cloud computing schemes operated by top-tier international infrastructure providers (such as Amazon Web Services, Microsoft Azure or Google Cloud), which comply with global security certifications (such as ISO/IEC 27001 and SOC 2) and guarantee adequate standards for international data transfers in accordance with PRODHAB's criteria.

Notification of security breaches: If a fortuitous event or cyberattack results in a breach, leak, loss or unauthorized access to the databases in its custody (Security Breach), GRACESOFT undertakes to mitigate the technical incident as a priority and to formally notify the User within a maximum of seventy-two (72) business hours after the event is confirmed. That notification will detail, to the extent the technically available information allows, the nature of the incident, the categories of data potentially affected and the corrective measures implemented immediately.

Mechanism for exercising ARCO rights: The User and any holder of personal data may at any time exercise their rights of Access, Rectification, Cancellation and Opposition (ARCO Rights) guaranteed by Law No. 8968. To do so, the interested party must send a formal written request to the official email address soporte@gracesoft.io, with the subject “Ejercicio Derechos ARCO - Ley 8968”. The request must include:

• Full name, identification number of the data holder and, when acting through a representative, the legal document that proves that authority.
• A clear, precise and detailed statement of the right they wish to exercise (specifying whether they require access to their data, the correction of inaccurate information, the permanent deletion of their records or opposition to a specific processing).
• An email address to receive official notifications.

GRACESOFT will assess the request in accordance with the legal deadlines and issue the corresponding decision within five (5) business days after receiving the request in the case of rectification or access requests, or within the applicable legal period depending on the nature of the request. GRACESOFT may refuse the deletion or cancellation of data only when there is a legal or contractual obligation in force requiring the information to be retained (such as the tax limitation periods set by Costa Rica's Code of Tax Rules and Procedures).

23Analytics tools and advertising features

GRACESOFT may use third-party analytics tools, such as Google Analytics or Amplitude, and remarketing audiences to measure the use of its website and application and to run advertising campaigns. The user agrees that browsing and usage metadata from the website and the application may be used for aggregated demographic analysis, product usage analysis and advertising optimization reports, always guaranteeing that sensitive information is anonymized.

24How cookies are used

GRACESOFT uses its own and third-party cookies on its website and application to remember user preferences, optimize the browsing experience, collect usage statistics and enable computer security mechanisms. The user may disable cookies in their web browser settings, understanding that this could limit access to certain features of the software.

25Data analysis

By registering their account, the user agrees that GRACESOFT may collect and analyze anonymous transactional information derived from their business activities for statistical purposes, software improvement and Business Intelligence, always guaranteeing that individually identifiable data about their operations will not be shared without prior consent. The user may at any time request that their anonymous data be excluded from aggregated commercial analysis models by email to soporte@gracesoft.io.

26Communications policy

When registering an account with GRACESOFT, the account holder must enter an email address and a contact phone number. By doing so, they agree to receive support emails, billing notices, software updates, push notifications, text messages or WhatsApp messages directly related to the operation of the system. To revoke the authorization to receive strictly commercial or promotional emails, the user can use the unsubscribe link included in those emails or write to soporte@gracesoft.io.

27Contact channels and hours

In accordance with sound consumer and commercial practices in the Republic of Costa Rica, GRACESOFT's commercial communications, collection of overdue balances and direct advertising campaigns addressed to the user will follow these parameters:

• Authorized channels: email, SMS, WhatsApp, phone calls and in-app notifications.
• Contact hours: Monday to Friday from 07:00 to 19:00, and Saturdays from 08:00 to 15:00 (official Costa Rica time).
• Automatic system alerts, confirmations of service billing transactions initiated by the user, and notices about detected vulnerabilities or computer fraud that require immediate attention are exempt from these hours.

Support hours: technical support for users is available Monday to Friday from 08:00 to 15:00 (official Costa Rica time) through soporte@gracesoft.io and the other channels published on the website.

28Governing law and jurisdiction

This agreement and Terms and Conditions document is governed exclusively by the laws of the Republic of Costa Rica. Any dispute arising from the interpretation, validity or performance of these Terms and Conditions that cannot be resolved directly by mutual agreement between the parties shall be submitted, mandatorily and unconditionally, to the alternative dispute resolution processes (mediation and arbitration) of the Conciliation and Arbitration Center of the Costa Rican Chamber of Commerce (or, alternatively, the Dispute Resolution Center of the Costa Rican Bar Association), to whose rules and decisions the parties submit without appeal.

29Inquiries, complaints and claims

If you have inquiries, complaints or claims about the information in these Terms and Conditions or about the operation of the platform, please write to the official support email address soporte@gracesoft.io, with the subject “Comentario Términos y Condiciones”.