Lock IQ Terms & Conditions

These Terms & Conditions (“Terms”) govern the supply and use of the vehicle tracking, telematics, geofencing, stolen vehicle recovery and related services (the “Services”) provided by Lock IQ Technologies (Pty) Ltd (“Lock IQ”, “we”, “us”) to the customer (“you”, “the Customer”). By purchasing, installing or using the Services you agree to be bound by these Terms, our Privacy Policy and any product-specific terms. These Terms are governed by the laws of the Republic of South Africa, including the Consumer Protection Act, 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act, 25 of 2002 (“ECTA”), the Protection of Personal Information Act, 4 of 2013 (“POPIA”) and the Regulation of Interception of Communications and Provision of Communication-Related Information Act, 70 of 2002 (“RICA”).

1. Definitions

Device — the tracking hardware supplied and installed in the Vehicle.
Vehicle — the motor vehicle identified in your account and subscription.
Subscription — the recurring monthly or annual fee for the Services.
Control Room — the 24/7 monitoring facility operated by Lock IQ or its recovery partners.
Recovery Partner — an accredited third party contracted by Lock IQ to assist with stolen vehicle recovery.

2. Services

Subject to these Terms and successful installation of the Device, Lock IQ will provide:

GPS/GSM location tracking of the Vehicle
Trip history, geofencing and alert notifications
Access to the Lock IQ web and mobile applications
24/7 Control Room monitoring for theft and hijacking events (subject to plan)
Stolen vehicle recovery in accordance with clause 8
Technical support and firmware updates

Features and coverage depend on the subscription plan you select. Lock IQ reserves the right to enhance, modify or discontinue non-material features, provided that the core Services are not materially diminished.

3. Registration and account

You must provide accurate, complete and current information at registration and keep it updated. You are responsible for maintaining the confidentiality of your login credentials and all activity under your account. Notify us immediately of any unauthorised access.

4. Installation of the Device

Installation must be performed by an accredited Lock IQ technician or fitment centre.
You warrant that you are the owner of the Vehicle or have the owner’s written authority to install the Device.
Installation typically takes 60–120 minutes. Additional time may be required for certain vehicle models.
Any tampering, removal or unauthorised relocation of the Device may void the Services and any recovery guarantee.

5. Fees, billing and payment

Subscription fees are payable monthly or annually in advance, in South African Rand (ZAR) inclusive of VAT.
Payment is processed through our authorised payment providers (e.g. Paystack). By subscribing, you authorise recurring debits until cancellation.
Failed payments may result in suspension of the Services after reasonable notice. A reconnection fee may apply.
We may change our fees on 30 days’ written notice. If you do not agree, you may cancel in terms of clause 10 without penalty.

6. Cooling-off period (electronic transactions)

In terms of section 44 of ECTA, where you conclude the agreement electronically as a consumer without face-to-face contact, you may cancel this agreement, without reason and without penalty, within 7 (seven) days after the date of conclusion or delivery of the Device, whichever is later. This cooling-off period does not apply where the Device has been fitted, activated or damaged. Any refund will be paid within 30 days, less the direct cost of returning the Device.

7. Customer obligations

Use the Services lawfully and only in respect of vehicles you are entitled to track.
Where the Vehicle is used by another person (e.g. spouse, employee, driver), you warrant that you have obtained their informed consent to being tracked, in line with POPIA and RICA.
Keep the Device installed, powered and unobstructed. Do not remove, tamper with or interfere with the Device.
Report suspected theft or hijacking to Lock IQ and the SAPS immediately.
Provide accurate SAPS case numbers, insurance details and cooperate with our Recovery Partners.

8. Stolen vehicle recovery

Recovery services are provided on a best-effort basis and are dependent on network coverage, Device functionality, road access, security conditions and the response of law enforcement.
Lock IQ does not guarantee the recovery of any stolen Vehicle. Any recovery warranty or credit, if offered, is subject to separate written terms.
You authorise Lock IQ, its Recovery Partners and the SAPS to enter onto any property to recover the Vehicle, insofar as lawful.
Recovery services are not a substitute for comprehensive motor insurance.

9. Warranties and disclaimers

We warrant the Device against manufacturing defects for a period of 24 months from installation, subject to normal use.
The warranty does not cover damage caused by accident, misuse, tampering, water ingress beyond specification, electrical surges, fire or unauthorised repairs.
The Services depend on third-party networks (mobile, GPS, power). We do not warrant uninterrupted or error-free operation.
Nothing in these Terms limits or excludes any right you have under the CPA that cannot lawfully be limited or excluded.

10. Cancellation and termination

Fixed-term subscriptions: in accordance with section 14 of the CPA, you may cancel at any time on 20 business days’ written notice. A reasonable cancellation penalty may apply as permitted by the CPA and its regulations.
Month-to-month subscriptions: may be cancelled on 1 (one) calendar month’s written notice.
We may suspend or terminate the Services on written notice for material breach, non-payment, fraud, or misuse of the Services.
On termination, your access to the platform will end and remaining pre-paid fees for unused whole months may be refunded, less any lawful cancellation penalty and outstanding amounts.

11. Ownership of the Device

Unless expressly stated otherwise on the invoice, the Device is either sold to you and becomes your property upon full payment, or remains the property of Lock IQ under a rental / bundled model. In the rental / bundled model, the Device must be returned on cancellation or a replacement fee will be charged.

12. Data, privacy and interception

All personal information is processed in accordance with our Privacy Policy and POPIA.
Location and telematics data will be used to provide the Services, respond to incidents, and, in anonymised form, to improve our products.
You acknowledge that using the Services in respect of a driver requires that driver’s informed consent under RICA and POPIA. You indemnify Lock IQ against any claim resulting from your failure to obtain such consent.

13. Limitation of liability

To the maximum extent permitted by law, Lock IQ (and its directors, employees, contractors and Recovery Partners) shall not be liable for any indirect, consequential, incidental, special or punitive damages, or for loss of profits, income, use, data or goodwill, arising out of or in connection with the Services, the failure of the Device, the non-recovery of a Vehicle, network outages, or any act or omission of a third party. Our total aggregate liability for any direct damages shall not exceed the subscription fees paid by you in the 12 months preceding the event giving rise to the claim. Nothing in this clause limits liability that cannot be excluded by law, including under the CPA.

14. Indemnity

You indemnify and hold Lock IQ harmless against any claim, loss, damage, penalty or expense arising from (a) your breach of these Terms, (b) your unlawful use of the Services, (c) your failure to obtain necessary consents from third-party drivers or occupants, or (d) any information you provide that is inaccurate or misleading.

15. Force majeure

Neither party is liable for failure or delay in performance caused by events beyond its reasonable control, including load-shedding, natural disasters, war, civil unrest, pandemic, cyber-attack, network outages, sabotage or governmental action.

16. Notices

Notices to Lock IQ must be sent to support@lockiq.co.za. Notices to you will be sent to the email or mobile number on your account and are deemed received on the day of transmission. Legal process may be served at our registered address.

17. Dispute resolution

Parties will first attempt to resolve any dispute in good faith through discussion. If unresolved within 30 days, either party may refer the dispute to arbitration under the rules of the Arbitration Foundation of Southern Africa (AFSA) in Johannesburg, or to any court of competent jurisdiction. Consumers retain their rights to approach the National Consumer Commission or Consumer Tribunal.

18. General

These Terms constitute the entire agreement between you and Lock IQ regarding the Services.
If any provision is found to be unenforceable, the remaining provisions continue in force.
Our failure to enforce any right is not a waiver of that right.
You may not cede or assign your rights without our written consent. We may cede our rights and obligations to an affiliate or successor.
We may update these Terms from time to time. The current version will always be available on our website with an updated effective date. Material changes will be communicated in advance.

19. Contact us

Email: support@lockiq.co.za
Information Officer: info.officer@lockiq.co.za