Refund and Cancellation Policy

Helm may provide eligible laboratories with a free trial. No subscription refund applies to a free trial because no subscription payment is collected.

We provide a 30-day money-back guarantee on a laboratory's first paid subscription. An authorised laboratory owner or administrator may request a refund within 30 calendar days of the first successful subscription payment if Helm is not suitable for the laboratory.

The guarantee:

• Applies only to the first paid subscription for a laboratory or related organisation.
• Covers the subscription fee paid.
• Does not apply to renewals.
• Does not cover completed onboarding, migration, training, integration, or custom-development work.
• Does not cover Starter Flex wallet credit that has already been consumed.
• Does not apply where an account has been used fraudulently or in serious violation of the Terms of Service.

Unless required by law, each laboratory or related organisation may use the guarantee only once.

Subscription renewals are normally non-refundable.

A renewal payment may qualify for a full or partial refund when:

• The payment was duplicated or an incorrect amount was charged.
• The payment was unauthorised.
• We failed to provide the paid service.
• A refund is required under applicable law.

We will review other renewal issues fairly, but submitting a request does not guarantee a refund.

An authorised laboratory owner or administrator may cancel a subscription through Helm's subscription settings or by contacting us.

Cancellation:

• Turns off future automatic renewal and prevents further subscription charges.
• Does not normally end access immediately.
• Allows the laboratory to continue using Helm until the end of the current paid period.

No partial refund is ordinarily provided for unused time after cancellation, except under the 30-day first-subscription guarantee or where required by law. If a paid plan change is already scheduled, the laboratory may need to contact support before cancellation can be completed.

Starter Flex wallet top-ups are separate from the subscription fee.

A top-up may qualify for a refund when:

• It was duplicated, charged incorrectly, or not properly credited.
• We could not provide the related service.
• The wallet credit remains unused and we approve the request.
• A refund is required under applicable law.

Where part of a top-up has been consumed, any discretionary refund will normally be limited to the unconsumed value. A processed refund removes the corresponding amount from the wallet. If this creates an insufficient or negative balance, the laboratory may be unable to register new visits until the wallet is funded.

Fees for onboarding, configuration, data migration, training, integration, custom development, or other professional services are refundable only for work that has not started.

Where work has started, any approved refund may be reduced by the reasonable value of completed work and disclosed non-recoverable costs. Conditions in an accepted quotation, order form, or service agreement will apply to custom work. If we cannot deliver an agreed service, the laboratory will be entitled to an appropriate refund for the undelivered portion.

Confirmed duplicate or incorrect charges will be refunded. Report suspected unauthorised payments immediately so we can investigate the payment and secure the affected account.

If Helm fails to provide a paid service due to a problem within our reasonable control, we will first attempt to correct the problem within a reasonable period. If it cannot be corrected, we may provide an appropriate partial or full refund based on the period affected, the unavailable service, the amount paid, and the extent to which the laboratory could use the service.

Scheduled maintenance, brief interruptions, a laboratory's internet connection, unsupported equipment, and third-party failures outside our reasonable control do not automatically qualify for a refund. Nothing in this policy excludes a remedy required by law.

Send the request to support@helmlims.com. It must be submitted by an authorised laboratory owner, administrator, or legally authorised representative.

Please include:

• The laboratory or organisation name and account email address.
• The invoice, transaction, or payment reference.
• The payment date and amount.
• The reason for requesting the refund and any supporting evidence.

We may request additional information before making a decision.

We will normally acknowledge a complete request within 2 business days and communicate a decision within 10 business days. Approved refunds will normally be initiated through the original payment method.

After our payment provider marks a refund as processed, the customer's bank may take up to 10 business days to credit the funds. Bank and payment-provider processing times are outside Sampliq Health Technologies Limited's direct control.

When a full subscription refund is processed:

• Automatic renewal will be turned off.
• Paid access may end immediately or on a date communicated to the laboratory.
• Any associated paid plan change may be cancelled.
• Refunded Starter Flex credit will be removed from the wallet.

Where appropriate, the laboratory may receive limited access to export permitted data. Data retention, deletion, and export remain subject to our Terms of Service, Privacy Policy, and applicable legal obligations.

Customers should contact us before initiating a chargeback so we can investigate and attempt to resolve the problem. A dispute or chargeback may cause automatic renewal to be disabled and the account to be placed under billing review.

We may reject a discretionary request where there is reasonable evidence of fraud, deliberate misuse, repeated account creation to obtain multiple guarantees, false information, a material Terms violation, or a duplicate refund or chargeback request.

These provisions do not prevent a customer from legitimately disputing an unauthorised or incorrect payment and do not remove any remedy required by law.

We may update this policy to reflect changes to Helm, our payment arrangements, or applicable law. Material changes will apply prospectively and will not remove a refund right that already applied to a completed payment unless permitted by law.

For refund requests, contact support@helmlims.com. For legal enquiries, contact legal@helmlims.com.

This policy is governed by the laws of the Federal Republic of Nigeria and does not limit any mandatory consumer right or remedy.