These Billing & Subscription Terms explain how you pay for the LTV Labs platform. They form part of the Terms of Service between you (the "Customer") and LTV Labs (Pty) Ltd (registration number [REG NO]) ("LTV Labs", "we", "us").
In short: you pay monthly in advance in South African Rand by card through PayFast. Your card is charged automatically each month until you cancel. Upgrades apply straight away; downgrades and cancellations take effect at the end of the period you have paid for.
1. Packages, add-ons and limits
1.1 The Service is sold as packages (for example different tiers with different features), and optional add-ons (extra modules or capacity). The current packages, add-ons, features and prices are shown on our pricing page, in the app and at checkout.
1.2 Each package includes usage limits, such as the number of contacts you may store and the number of messages you may send each month. Your current limits and usage are shown in the app.
1.3 If you reach a limit, the relevant function may be restricted (for example new contacts cannot be added, or broadcasts cannot be sent) until you upgrade, buy an add-on, or the next billing period begins. We may notify you as you approach a limit.
1.4 Any free trial or promotional offer is subject to the conditions shown when it is offered. Unless stated otherwise, a paid subscription starts automatically when the trial ends if you have provided a card.
2. Prices, currency and VAT
2.1 All prices are in South African Rand (ZAR).
2.2 Prices are exclusive of VAT unless stated otherwise. Where VAT applies it will be added at the prevailing rate and shown on your invoice. LTV Labs' VAT registration number is [VAT NO].
2.3 Our fees do not include third-party charges. In particular, Meta charges separately for WhatsApp messages and conversations, and advertising spend on Meta is billed by Meta directly to the payment method on your Meta account. Your bank may charge its own fees for card payments.
3. Payment by card through PayFast
3.1 Subscriptions are paid by debit or credit card through PayFast, a South African payment service provider. When you add a card, you are redirected to or shown PayFast's secure payment page.
3.2 Your card is tokenised by PayFast. LTV Labs never receives or stores your full card number or security code. We receive only a token and limited details (such as the card type, last four digits and expiry date) so that we can show which card is on file and charge it on your authority.
3.3 Your use of PayFast is also subject to PayFast's terms. PayFast may carry out security checks such as 3-D Secure authentication.
3.4 Card-first checkout: to start a paid subscription you must add a valid card, and your first payment is taken at checkout.
4. Recurring authorisation
4.1 By subscribing, you authorise LTV Labs, through PayFast, to charge your card automatically at the start of each monthly billing period for the subscription fee and any add-ons, for as long as your subscription remains active, and to charge any amounts arising from upgrades as described in clause 6.
4.2 This authorisation continues until you cancel your subscription (clause 8) or remove your card and are no longer on a paid package. You may update your card at any time in the app.
4.3 You confirm that you are authorised to use the card for the business's payments.
5. Billing periods and invoices
5.1 Subscriptions are billed monthly in advance. Your billing period starts on the date your first payment succeeds and renews on the same date each month (or the last day of the month where that date does not exist).
5.2 We will make a tax invoice available for each payment in the app or by email to the billing contact. Please keep your business name, address and VAT details up to date so that invoices are correct.
6. Upgrades
6.1 You may upgrade your package or add an add-on at any time. Upgrades take effect immediately, so you can use the new features and limits straight away.
6.2 The amount charged for an upgrade part-way through a billing period, including any proration or credit for the unused portion of your current package, is calculated as shown at checkout before you confirm the upgrade. From the next billing period you are charged the full price of the new package.
7. Downgrades and removing add-ons
7.1 You may downgrade your package or remove an add-on at any time. Downgrades take effect at the end of the current billing period, and you keep the features of your current package until then. No refund or credit is given for the remainder of the period.
7.2 Before downgrading, make sure your usage fits the lower package. If your contacts or other usage exceed the new limits, some functions may be restricted until you reduce your usage or upgrade again. Features not included in the lower package will stop working, but we will not delete your data merely because you downgrade.
8. Cancellation
8.1 You may cancel your subscription at any time in the app. Cancellation takes effect at the end of the current billing period. You keep access until then and will not be charged again.
8.2 You may withdraw a pending cancellation before the end of the period, and your subscription will continue as normal.
8.3 After cancellation takes effect, your account and data are handled as described in clause 11 of the Terms of Service, including a 30-day retrieval period during which you can request an export.
9. Refunds
9.1 Fees are paid in advance for each billing period and are not refundable for partial periods, unused features or unused limits, whether you cancel, downgrade or stop using the Service, except where a refund is required by law or expressly stated in these terms (for example clause 8.4 of the Data Processing Agreement).
9.2 If you believe you have been charged in error, contact support@ltvlabs.co.za within 30 days of the charge. If we agree that a charge was made in error, we will refund it to the original card or credit your account.
9.3 Cooling-off. The Service is supplied to businesses. The cooling-off right in section 44 of the Electronic Communications and Transactions Act, 2002, which protects natural persons acting as consumers, does not apply to subscriptions taken out by a business. The Consumer Protection Act, 2008 does not apply to juristic persons whose asset value or annual turnover equals or exceeds the threshold set by the Minister; where it does apply to you, your rights under it are not affected.
10. Failed payments
10.1 If a recurring payment fails, your subscription becomes past due. We will notify the account owner and billing contact and PayFast may retry the charge. Please update your card in the app as soon as possible.
10.2 If payment is still outstanding 7 days after the due date, we may suspend your account. While suspended, you can sign in to update your card and pay the outstanding amount, but messaging, broadcasts, automations and AI replies will be paused. Inbound messages may still be received but not answered through the platform.
10.3 Once the outstanding amount is paid, the suspension is lifted. If an account remains suspended for non-payment for 30 days, we may terminate it in line with the Terms of Service.
10.4 We may charge interest on overdue amounts at the rate permitted by law, and recover reasonable costs of collection.
11. Price changes
11.1 We may change our prices, packages or limits. We will give you at least 30 days' notice by email or in the app before a price increase applies to your subscription.
11.2 The new price applies from your first billing period that starts after the notice period. If you do not agree, you may cancel before the change applies. Price decreases may apply immediately.
12. Disputes about charges
12.1 If you dispute a charge, please contact us at support@ltvlabs.co.za before contacting your bank, so that we can resolve it quickly. We will respond within 10 business days.
12.2 If you initiate a chargeback for an amount that is properly due, we may suspend your account until the matter is resolved and recover any chargeback fees charged to us.
12.3 Undisputed amounts remain payable while a dispute is being resolved. Disputes that cannot be resolved are handled under the dispute resolution clause of the Terms of Service.
13. Contact
Billing questions: support@ltvlabs.co.za. LTV Labs (Pty) Ltd, [ADDRESS]. VAT number [VAT NO].