LineUp is a prepaid SaaS platform. Subscription fees are charged in advance for each billing period — monthly or annually — in Rwandan Francs (RWF). Because access to the Platform is granted immediately upon payment, refunds are not routinely available for partially used periods. This policy sets out the limited circumstances in which credits or refunds may be issued, and the process for requesting them.

All paid plans include a 30-day Trial Period. During the Trial Period:

• No payment is required to commence the Trial Period
• You may cancel at any time before the Trial Period ends with no charge
• If you do not cancel before the Trial Period ends, your subscription will convert to a paid plan and your selected billing period will begin

We recommend using the Trial Period to evaluate whether LineUp meets your organization's needs before committing to a paid subscription.

3.1 Monthly plans are billed every 30 days from the date your paid subscription begins. Each billing cycle is independent and non-refundable once it has commenced.

3.2 Annual plans are billed once for a full 12-month period at a discounted rate (20% less than the equivalent monthly total). Annual fees are paid in full at the start of the subscription year.

3.3 Invoices are issued at the start of each billing period. Failure to pay within the due date will trigger a 7-day grace period for payment resolution, after which access to the Platform may be suspended, as set out in the Commercial Agreement.

3.4 All prices are in Rwandan Francs (RWF). LineUp reserves the right to update pricing with at least 30 days' advance notice. Continued use after a price change constitutes acceptance.

4.1 Monthly Plans

Monthly subscriptions are non-refundable once a billing cycle has started. If you cancel a monthly plan, your access continues until the end of the current billing period and no further charges are made. No partial-month refunds are issued.

4.2 Annual Plans

Annual subscriptions may be eligible for a pro-rated refund of unused months in the following circumstances only:

• You cancel within 14 days of the annual renewal date and have not materially used the Platform during that period
• LineUp terminates the agreement for reasons not attributable to the Tenant (e.g., discontinuation of the Platform)

Pro-rated refunds for annual plans are calculated based on the number of complete unused calendar months remaining at the time of cancellation, valued at the monthly equivalent rate (the annual fee divided by 12).

4.3 Plan Downgrades

Downgrading to a lower plan takes effect at the start of the next billing period. The difference in plan value is not refunded for the current period; it may be applied as a credit toward future invoices at LineUp's discretion.

The following are non-refundable in all circumstances:

• Monthly subscription fees once a billing period has commenced
• Setup, onboarding, or professional services fees
• SMS usage charges consumed during any billing period
• Fees for any billing period in which the Tenant's account was suspended for breach of the Terms of Service or Commercial Agreement
• Fees for hardware (display screens, kiosk devices) supplied under a Premium Enterprise arrangement
• Any custom development or integration work performed at the Tenant's request

In lieu of a cash refund, LineUp may offer account credits in the following situations:

• Verified platform downtime that materially exceeds our 99.9% monthly uptime target (see Service Level Overview)
• Billing errors — overcharges or duplicate charges caused by LineUp
• Failed SMS delivery attributable to LineUp's gateway configuration (not third-party carrier failure)

Credits are applied to the next invoice and have no cash value. Credits expire 12 months from the date of issue if unused.

LineUp recognizes that genuine hardship or operational crises may arise for the institutions we serve. In exceptional circumstances — such as a government directive preventing operation, a verifiable Force Majeure Event, or a serious platform failure on LineUp's side — we will consider refund or credit requests on a case-by-case basis.

Exceptional circumstance requests must be submitted in writing within 30 days of the event giving rise to the request, with supporting documentation. LineUp's decision on such requests is final.

8.1 You may cancel your subscription at any time from your account settings or by contacting us at payable@cybersafehills.com.

8.2 Cancellation takes effect at the end of the current billing period. You retain full access to the Platform until that date.

8.3 Upon cancellation or expiry, a 5-day grace period begins during which limited access is retained for data export only. The account is fully suspended on Day 5. Your data is then retained for 60 days from suspension and permanently deleted on Day 65 from the cancellation or expiry date, in accordance with our Privacy Policy and Data Processing Agreement. It is your responsibility to export your data before cancellation takes effect.

8.4 Reactivating a cancelled account after data deletion will start a new subscription with no prior data.

To submit a refund or credit request:

1. Email payable@cybersafehills.com with the subject line: “Refund Request — [Your Organisation Name]”
2. Include your organisation name, account subdomain, the invoice number(s) in question, the amount, and the reason for the request
3. Attach any supporting documentation if applicable (e.g., evidence of downtime, duplicate charge receipts)

We will acknowledge your request within 2 business days and issue a decision within 10 business days. Approved refunds are processed to the original payment method within 7–14 business days, subject to the processing times of your bank or payment provider.

Disputed charges that are not resolved through this process may be escalated in accordance with the governing law provisions of the Commercial Agreement.

LineUp may update this Refund Policy from time to time. We will notify Tenant administrators of material changes by email with at least 14 days' advance notice before the updated policy takes effect. Continued use of the Platform after the effective date constitutes acceptance of the revised policy.

For billing inquiries, refund requests, or payment disputes:

payable@cybersafehills.com

CyberSafeHills & Partners Ltd, Kk 15 Rd, Kigali, Rwanda