Sales & Refunds Policy

Last Updated: January 15, 2025

1. Introduction

This Sales and Refunds Policy governs all purchases, subscriptions, and transactions related to LyfeLine Technologies services, including MyLyfeLine, LyfeLine Opus, and LyfeLine Nexus (collectively, the "Services"). Please read this policy carefully before making any purchase.

2. Service Pricing and Plans

2.1 MyLyfeLine Consumer Plans

2.2 LyfeLine Opus (Enterprise - Hospitals)

Custom pricing based on facility size, bed count, and integration requirements. Contact our sales team at sales@lyfelineservices.com for a quote.

Typical Range: KES 50,000 - KES 500,000/month depending on facility size

2.3 LyfeLine Nexus (Emergency Services Integration)

Custom enterprise pricing for ambulance services, fire departments, and emergency response organizations.

Contact: enterprise@lyfelineservices.com

3. Payment Methods

We accept the following payment methods:

3.1 Mobile Money

• M-Pesa: Paybill 123456 (Account: Your phone number)
• Airtel Money: Merchant Code 987654
• T-Kash: Till Number 456789

3.2 Credit/Debit Cards

• Visa, Mastercard, American Express
• Processed securely through Stripe payment gateway
• 3D Secure authentication for added security

3.3 Bank Transfer

• Direct bank transfer for annual subscriptions and enterprise plans
• Banking details provided upon invoice generation

3.4 In-App Purchases (iOS)

• Apple App Store subscriptions
• Processed through your Apple ID payment method
• Subject to Apple's terms and conditions

4. Billing and Subscription Terms

4.1 Subscription Billing Cycle

Subscriptions are billed according to the following terms:

• Monthly Subscriptions: Billed on the same day each month from your initial subscription date
• Annual Subscriptions: Billed once per year on your subscription anniversary
• Billing Date: Charges occur at the beginning of each billing period
• Pro-Rata Billing: Not available - subscriptions are charged for the full period

4.2 Automatic Renewal

Important: All subscriptions automatically renew unless canceled at least 24 hours before the renewal date.

• You will receive renewal reminder emails 7 days and 1 day before renewal
• Renewal charges occur automatically using your saved payment method
• You can cancel auto-renewal at any time through Account Settings

4.3 Failed Payments

If a subscription payment fails:

• We will attempt to charge your payment method up to 3 times over 7 days
• You will receive email notifications about failed payments
• After 3 failed attempts, your subscription will be suspended
• You have 14 days to update payment information before account downgrade
• Emergency services continue during the grace period

4.4 Currency and Taxes

• Primary Currency: Kenyan Shillings (KES)
• VAT: 16% VAT applies to all consumer subscriptions in Kenya
• International Pricing: USD pricing available for international customers (exchange rate + 3% processing fee)
• Tax Invoices: Provided automatically via email after each payment

5. Free Trial Terms

5.1 Trial Eligibility

• New users eligible for 30-day free trial of Premium plan
• One trial per person/device
• Valid payment method required to start trial
• No charges during trial period

5.2 Trial Conversion

• Trials automatically convert to paid subscription after 30 days
• Cancel anytime during trial to avoid charges
• Reminder email sent 3 days before trial ends
• First payment charged on day 31

5.3 Trial Abuse Prevention

Multiple accounts or device switching to extend trials is prohibited. We reserve the right to:

• Terminate accounts engaged in trial abuse
• Deny future trial eligibility
• Charge for services used during fraudulent trials

6. Promotional Offers and Discounts

6.1 Promotional Codes

• Promotional codes can be applied during checkout or in Account Settings
• One promotional code per subscription
• Codes cannot be combined with other offers
• Expiration dates apply as stated in promotion
• Promotional pricing applies only to initial period (e.g., first month)

6.2 Partner Discounts

• Corporate/employer group plans available with 20-40% discount
• Insurance provider partnerships may offer subsidized subscriptions
• Student discounts: 25% off with valid student ID
• Senior citizens (65+): 30% discount with age verification

6.3 Referral Program

• Earn 1 month free Premium for each referred user who subscribes
• Referred users receive 20% off first month
• Maximum 12 months free per year through referrals
• Referral credits cannot be redeemed for cash

7. Refund Policy

7.1 Standard Refund Terms

Monthly Subscriptions:

• Full refund available within 7 days of initial purchase
• No refunds for renewal payments after service has been used
• Partial refunds not available for partial months

Annual Subscriptions:

• Full refund within 30 days of initial purchase if no emergency services used
• Pro-rata refund for unused months if canceled after 30 days (minus 10% processing fee)
• Renewal payments: Pro-rata refund for unused time minus one month

7.2 Refund Eligibility

You are eligible for a refund if:

• Service did not function as described
• Technical issues prevented service usage (verified by our support team)
• You were charged incorrectly or in error
• Duplicate charges occurred
• You canceled within the applicable refund window

7.3 Refund Exclusions

Refunds are NOT available in the following circumstances:

• You simply changed your mind after using the service
• Emergency services were utilized during the billing period
• You violated Terms of Service resulting in suspension
• Subscription was purchased through a third party (Apple, Google)
• Promotional or discounted subscriptions (unless technical issue)
• After the applicable refund window has passed

7.4 Refund Process

To request a refund:

1. Email billing@lyfelineservices.com with your account details and reason
2. Include transaction ID, payment method, and subscription plan
3. We will review your request within 5 business days
4. If approved, refund will be processed within 7-10 business days
5. Refunds are issued to the original payment method

7.5 Refund Timeline by Payment Method

• M-Pesa/Mobile Money: 1-3 business days
• Credit/Debit Card: 5-10 business days (depends on your bank)
• Bank Transfer: 7-14 business days
• Apple App Store: Processed by Apple (7-10 days) - Request through Apple

8. Cancellation Policy

8.1 How to Cancel

You can cancel your subscription at any time through:

• In-App: Settings > Account > Subscription > Cancel Subscription
• Email: Send cancellation request to billing@lyfelineservices.com
• Phone: Call +254 733 593 807 during business hours (Mon-Fri, 8am-6pm EAT)
• Apple Subscriptions: Manage through iPhone Settings > Apple ID > Subscriptions

8.2 Cancellation Timing

• Cancel at least 24 hours before renewal to avoid next billing cycle
• Cancellations take effect at the end of current billing period
• You retain access to Premium features until subscription expires
• No partial refunds for early cancellation unless eligible under Section 7

8.3 Post-Cancellation

After cancellation:

• Account automatically downgrades to Free plan
• Premium features disabled (crash detection, unlimited routing, etc.)
• Historical emergency data retained for 90 days
• Can resubscribe at any time without losing account data
• Resubscription counts as new subscription (no pro-rata credit)

9. Upgrade and Downgrade Policy

9.1 Upgrading Plans

• Upgrade from Free to Premium: Takes effect immediately
• Upgrade from Monthly to Annual: Pro-rata credit applied for unused monthly time
• Upgrade from Premium to Family: Immediate effect, difference charged pro-rata
• All upgrades billed immediately for the difference

9.2 Downgrading Plans

• Downgrade from Premium to Free: Takes effect at end of billing period
• Downgrade from Annual to Monthly: Not permitted mid-cycle
• Downgrade from Family to Premium: Takes effect at renewal, no refund for difference

10. Enterprise and Custom Plans

10.1 Custom Contracts

Enterprise clients (hospitals, ambulance services, corporate) operate under custom contracts with:

• Negotiated pricing based on usage volume
• Annual billing cycles
• Custom payment terms (Net 30, Net 60, etc.)
• Dedicated account management
• Service Level Agreements (SLAs)

10.2 Enterprise Cancellation

• Requires 90-day written notice
• No refunds for remaining contract term
• Early termination fees may apply per contract
• Data export and transition assistance provided

11. Disputes and Chargebacks

11.1 Billing Disputes

If you believe you were charged incorrectly:

1. Contact us first at billing@lyfelineservices.com before initiating a chargeback
2. We will investigate within 5 business days
3. If error confirmed, immediate refund or credit issued
4. Most disputes resolved without need for chargeback

11.2 Chargeback Policy

Important: Initiating a chargeback without contacting us may result in:

• Immediate account suspension
• Loss of access to emergency services
• Potential legal action for fraudulent chargebacks
• Ban from future service use

We defend against invalid chargebacks and may pursue collection for legitimate charges.

12. Price Changes

12.1 Notification of Price Increases

• We reserve the right to modify pricing at any time
• Existing subscribers: 60 days notice before price increase takes effect
• Price increases apply at renewal, not mid-cycle
• Option to cancel before increase without penalty

12.2 Grandfathered Pricing

• Annual subscribers locked at their rate for duration of subscription year
• Early adopter discounts may be honored permanently (at our discretion)
• Canceling and resubscribing results in new current pricing

13. Payment Security and Fraud Prevention

13.1 PCI Compliance

• We are PCI-DSS Level 1 compliant
• Card details never stored on our servers
• All payments processed through certified payment gateways
• 256-bit SSL encryption for all transactions

13.2 Fraud Detection

We employ automated fraud detection that may flag:

• Multiple rapid subscription purchases
• Use of stolen credit cards
• VPN/proxy usage during payment
• Mismatched billing and IP addresses

Flagged accounts may require identity verification before activation.

14. Gift Subscriptions

14.1 Purchasing Gifts

• Premium subscriptions can be gifted to others
• Available in 3-month, 6-month, or 12-month durations
• Gift code sent via email to purchaser or directly to recipient
• Valid for 12 months from purchase date

14.2 Gift Redemption

• Recipient creates account and enters gift code
• Gift subscription stacks with existing subscriptions (extends duration)
• No cash value - cannot be exchanged for refund
• Unused gift codes can be transferred to another person

15. Contact Information

For billing, sales, or refund inquiries:

• Billing Support: billing@lyfelineservices.com
• Sales Team: sales@lyfelineservices.com
• Phone: +254 733 593 807 (Mon-Fri, 8am-6pm EAT)
• WhatsApp: +254 752 129 609
• Address: LyfeLine Technologies, Nairobi, Kenya

16. Changes to This Policy

We may update this Sales and Refunds Policy from time to time. Changes will be communicated via:

• Email notification to all active subscribers
• In-app notification banner
• Update notice on website

Continued use of services after changes constitutes acceptance of updated policy.

Thank you for choosing LyfeLine Technologies.
We're committed to transparent and fair billing practices.