Refund & Billing Policy

This Refund & Billing Policy is part of the Terms of Service (/legal/terms-of-service) and explains how subscription fees are billed, invoiced, changed, and refunded.

Ustawi offers three subscription plans, billed monthly only (there is no annual billing tier): Starter at TSh 150,000/month (5 seats, 1 branch), Growth at TSh 450,000/month (20 seats, 5 branches), and Enterprise at TSh 1,200,000/month (unlimited seats and branches). Full plan details are at /pricing. All plans are billed monthly, in advance in TZS; the prices shown are indicative demo figures and are exclusive of VAT.

Because Ustawi is modular (tenants enable only the apps relevant to their business — e.g. core lending, AML/FIU, check-off, VICOBA, insurance), fees adjust when a tenant enables or disables an app mid-cycle. Enabling an app takes effect immediately and is prorated for the current billing period; disabling an app takes effect at the start of the next billing period unless otherwise agreed.

Invoices are issued on the first day of each billing month and are due within 14 days. Accepted payment methods: bank transfer and mobile money (M-Pesa, Tigo Pesa, Airtel Money, HaloPesa). Fees are exclusive of VAT and other applicable taxes.

If an invoice remains unpaid 14 days past its due date, Ustawi may send a payment reminder, and after a further 7 days may suspend access to the Service until payment is received. Suspension does not relieve Customer of its obligation to pay outstanding fees. Ustawi will not delete Customer Data solely for non-payment within 90 days of suspension.

Upgrading to a higher plan or adding an app takes effect immediately with prorated charges for the remainder of the current billing period. Downgrading or removing an app takes effect at the next renewal.

Customer may cancel by giving 30 days' written notice before the next renewal date, per the termination terms in the Terms of Service (/legal/terms-of-service, Section 13). Cancellation does not entitle Customer to a refund of fees already paid for the current billing period, except as described in Section 7.

Fees are generally non-refundable once a billing period has begun, except: (a) where required by law; (b) where Ustawi terminates the agreement without cause before the end of a prepaid period, in which case a pro-rata refund for the unused portion will be issued; or (c) during a 14-day free trial, where a Customer cancels before the trial ends and is not charged. Refund requests are submitted via /contact and processed within 30 days.

If Customer disputes a charge, it must notify Ustawi within 30 days of the invoice date via /contact, including supporting detail. Undisputed portions of an invoice remain due on the original schedule.

Customer is responsible for all applicable taxes (including VAT) associated with its subscription, other than taxes on Ustawi's own net income.

Prices may be changed for future billing periods with 30 days' notice; changes do not apply to a billing period already invoiced.

Billing questions: /contact or billing@ustawi.co.tz; in-app via the portal's billing settings screen.