Payments, Billing & Subscriptions

2. Definitions

• Shilte AI, Shilte, we, us or our: The provider and operator of the relevant Shilte AI services.
• Customer, you or your: The individual, business or organisation using the services or making a payment.
• Subscription: A paid plan or recurring service entitlement offered by Shilte AI.
• Billing Cycle: The period for which a subscription or service charge applies.
• Payment Provider: A bank, mobile money operator, card processor or other third party involved in processing a payment.
• M-Pesa: The mobile money service operated by Safaricom or its applicable authorised entities.
• STK Push: A payment request sent to a customer's mobile device for authorisation through a supported M-Pesa process.
• Transaction: A payment, refund, reversal or other financial operation associated with a service.
• Business Customer: A business using Shilte AI to receive or manage customer payments.

3. Acceptance and scope

By purchasing a subscription, initiating a payment, authorising a transaction or using payment-related features, you agree to these terms. If you act for a business, you confirm that you have authority to bind it.

You should review the applicable plan description, displayed price, billing frequency and any additional payment conditions before confirming a purchase.

If you do not agree with these terms, do not proceed with the relevant purchase or payment activity.

4. Plans and subscriptions

Shilte AI may offer different subscription plans with different feature access, usage allowances, limits and service capabilities. The features available to your account are determined by the plan and configuration displayed or agreed at the time of purchase.

A subscription provides access to the applicable services for the relevant subscription period, subject to these terms and the main Terms of Use.

A subscription does not transfer ownership of Shilte AI software, technology or intellectual property to you.

Some features may be subject to fair-use rules, usage limits, additional charges or separate agreements. These should be reviewed before use.

5. Prices, fees and charges

The applicable price will be displayed during the purchase process or communicated through an authorised Shilte AI sales or billing channel. Prices may differ by plan, billing period, currency, promotion or commercial agreement.

Unless expressly stated otherwise, you are responsible for reviewing the total amount payable before authorising a transaction.

Third-party payment providers may impose their own transaction, conversion or service charges. Such charges may be outside Shilte AI's control and should be checked with the relevant provider.

Shilte AI may change its prices or introduce new charges by providing notice through the platform, website or another appropriate channel. A price change will not retrospectively alter a completed payment. Where required, you will be notified before a change affects a future subscription period.

6. Billing and payment obligations

You agree to pay the applicable subscription fees and other charges for services you purchase or use. Payment is due according to the billing period, invoice or payment instructions provided at purchase.

You are responsible for ensuring that the payment details and funds used are valid and authorised. You must not use another person's payment method without permission.

Where a business purchases services for its organisation, that business is responsible for payment obligations incurred through its authorised account users.

An invoice, payment request or checkout screen may provide additional details about the amount, currency, billing period and due date.

7. Accepted payment methods

Shilte AI may support payment methods displayed in the relevant checkout or billing interface. These may include M-Pesa or other payment channels made available from time to time.

Available methods may vary depending on your location, transaction type, payment provider and technical availability.

You must follow the instructions provided by the selected payment method. A payment method may be unavailable, declined or restricted by its provider.

8. M-Pesa and STK Push payments

Where supported, Shilte AI may initiate an M-Pesa STK Push request to the mobile number supplied during checkout. The customer may receive a prompt on their device and must follow the instructions to authorise the payment.

You are responsible for entering the correct mobile number and checking the amount displayed on the payment prompt before authorising it.

An STK Push request is an instruction to attempt a payment. It is not a guarantee that the customer has paid or that the transaction has succeeded.

Transactions may fail because of insufficient funds, an incorrect PIN, customer cancellation, network interruptions, provider restrictions or other reasons determined by the payment provider.

M-Pesa services are provided by Safaricom and are subject to the provider's applicable terms. Shilte AI does not operate the M-Pesa mobile money network.

9. Payment confirmation and transaction status

A payment should be treated as successful only after the relevant payment provider or authorised transaction record confirms completion. A pending, initiated, processing or unverified status is not proof of successful payment.

Shilte AI may receive payment status information through provider notifications, callbacks, APIs or reconciliation processes. Technical delays may cause a payment status to take time to appear in your account.

You should not release goods, confirm paid bookings, activate paid services or mark an invoice as settled solely because a customer shows a payment prompt or screenshot.

Where a payment appears to have been deducted but the platform does not show confirmation, contact the relevant payment provider and Shilte AI with the available transaction reference. Avoid making duplicate payments until the status has been checked.

10. Failed, delayed and duplicate payments

A payment may be declined, delayed, reversed or left pending by a payment provider. Shilte AI may not be able to determine the cause or resolve a provider-side issue directly.

If a transaction fails, you may be asked to retry using an available payment method. Before retrying, check whether the original transaction was completed or whether funds were deducted.

If duplicate charges appear, retain the transaction references and contact Shilte AI and the relevant payment provider for investigation. A duplicate entry or notification does not necessarily mean that multiple payments were settled.

Transaction status updates may be delayed by network, provider or technical conditions. You should verify the final status before taking action based on a payment.

11. Renewals and recurring billing

A subscription may be offered for a defined billing period. If automatic renewal or recurring billing applies, the renewal arrangement, amount and payment method should be disclosed during purchase or in the applicable subscription settings.

Where recurring payment is enabled, you authorise the applicable payment process in accordance with the instructions and permissions presented to you.

If a renewal payment fails, access to the subscription may be affected in accordance with the applicable plan and account rules. You may need to update your payment details or complete another payment to restore paid access.

You are responsible for reviewing renewal dates and cancelling a subscription before its next billing date if you do not wish to continue, subject to the cancellation process disclosed for that subscription.

12. Cancellation, upgrades and downgrades

You may request cancellation or a change of subscription using the account controls or contact channels made available by Shilte AI. The effective date of a change depends on the applicable plan, billing arrangement and confirmation provided.

Unless a different arrangement is expressly stated, cancelling a subscription prevents future renewals but does not automatically reverse charges already due or paid.

Upgrades, downgrades and changes in usage allowances may take effect immediately or at a later billing date, depending on the terms displayed when the change is made.

Before changing a plan, review any effect on features, usage limits, connected services, stored information and active business processes.

13. Refunds, reversals and payment corrections

Refund eligibility depends on the nature of the payment, the applicable agreement, the circumstances of the request and mandatory legal requirements.

A subscription cancellation does not automatically create a right to a refund for a billing period that has already started or for services already provided, except where required by law or expressly agreed by Shilte AI.

If you believe a payment was made in error, duplicated, unauthorised or incorrectly processed, contact Shilte AI promptly and provide the transaction reference and relevant details.

Approved refunds or reversals may be processed through the original payment method or another appropriate method, subject to payment provider procedures and applicable law.

Processing times for refunds may depend on the payment provider. Shilte AI cannot guarantee the time taken by an external provider to return funds.

14. Disputes, unauthorised transactions and chargebacks

If you believe a transaction is incorrect or unauthorised, notify Shilte AI and the relevant payment provider as soon as reasonably possible.

You may be asked to provide transaction references, account details, receipts or other information reasonably necessary to investigate the issue. Do not send your payment PIN, password or full security credentials.

You must not knowingly submit false payment disputes, manipulate transaction records or seek duplicate reimbursement for the same transaction.

A chargeback, reversal or payment dispute may result in temporary restrictions on affected services while the matter is investigated, subject to applicable law and provider rules.

15. Taxes and statutory charges

Prices and invoices will indicate applicable taxes or statutory charges where required. You are responsible for any taxes, duties or charges that the law requires you to pay in connection with your purchase or business activity.

Shilte AI may issue receipts or other transaction documents where applicable. You are responsible for maintaining your business records and obtaining professional tax advice where necessary.

16. Marketplace transactions and business payments

Shilte AI may provide marketplace and business tools that help customers discover businesses, request services, make bookings or interact with providers.

A marketplace enquiry, booking request or order request does not necessarily mean that a provider has accepted the request or that a transaction has been completed.

Where a payment is made directly to a third-party business or provider, that business or provider may be responsible for fulfilment, delivery, service quality, cancellations and applicable refund obligations.

The party receiving a payment is responsible for accurately representing the goods or services offered and meeting its obligations to the customer.

Any marketplace-specific payment, commission or transaction arrangement will be governed by the applicable marketplace terms or separate agreement.

17. Payment security and customer precautions

You must protect your payment credentials and use authorised payment methods. Shilte AI will not require you to disclose your M-Pesa PIN or account password through an ordinary customer support conversation.

• Check the amount and recipient details before approving a payment.
• Do not share your M-Pesa PIN, passwords or one-time security codes.
• Use only official Shilte AI payment pages and authorised payment instructions.
• Keep transaction confirmations and references for your records.
• Report suspicious payment requests or suspected fraud promptly.

You are responsible for protecting devices and accounts under your control. Report suspected unauthorised activity as soon as possible.

18. Receipts, invoices and transaction records

Shilte AI may provide invoices, receipts, transaction references or payment status information through the platform or other authorised communication channels.

You should review these records and notify Shilte AI of apparent errors within a reasonable time. You remain responsible for maintaining any additional records required for your business, accounting or tax obligations.

A payment record displayed in the platform is subject to the available information received from the relevant payment provider. Where a discrepancy arises, further verification may be required.

19. Non-payment and account restrictions

If a subscription fee or other amount due remains unpaid, Shilte AI may issue a payment reminder, restrict paid features, suspend subscription benefits or take other reasonable steps permitted by the applicable agreement and law.

Restrictions may affect access to certain AI agents, integrations, usage allowances or other paid functionality. The effect will depend on the relevant plan and service configuration.

Where practicable, Shilte AI may provide notice and an opportunity to resolve an outstanding payment before restricting access.

Payment of an outstanding balance does not necessarily restore every feature immediately; processing and account verification may be required.

20. Third-party payment providers

Payment transactions may depend on banks, mobile money operators, card networks, payment gateways and other external providers. Their services are subject to their own terms, policies, technical conditions and operational availability.

Shilte AI does not control the operation of external payment networks and cannot guarantee that a provider will approve, process or settle a transaction within a particular period.

You may need to contact the relevant provider to resolve provider-side account restrictions, failed transfers or transaction disputes.

Shilte AI may change or discontinue a payment integration where reasonably necessary for technical, security, legal or operational reasons.

21. Disclaimers and limitation of liability

Payment features are provided subject to the availability of Shilte AI systems and the relevant payment providers. We do not guarantee uninterrupted processing, approval of every payment or immediate delivery of transaction notifications.

To the extent permitted by law, Shilte AI is not responsible for losses caused by incorrect payment details supplied by you, unauthorised use of your credentials, provider-side failures or delays, or actions taken before payment confirmation, except to the extent directly caused by our breach of an applicable legal obligation.

To the extent permitted by law, Shilte AI will not be liable for indirect, incidental, special or consequential losses, including loss of profits, business opportunities, goodwill or data.

To the extent permitted by applicable law, Shilte AI's aggregate liability arising from the affected services will not exceed the fees paid or payable by you for those services during the twelve months immediately before the event giving rise to the claim.

Nothing in these terms excludes liability for fraud, wilful misconduct or any liability that cannot lawfully be excluded or limited. Mandatory statutory and consumer rights remain unaffected.

22. General provisions

Changes to these terms

We may update these terms to reflect changes in payment methods, subscription services, technology, business operations or applicable law. Updated terms will be published with a revised effective date. Where required, we will provide additional notice or seek consent.

Governing law

These terms are governed by the laws of Kenya, subject to mandatory protections that may apply. Disputes will be handled by the competent courts of Kenya unless applicable law requires otherwise.

Severability

If a provision is held unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

No waiver

A failure or delay in exercising a right does not waive that right.

Relationship with other terms

These terms supplement the main Shilte AI Terms of Use and applicable product agreements. Specific written payment arrangements may apply to the relevant service.