CARIBVITALS HEALTH LTD.

Connecting Care. Empowering Health.

Refund & Cancellation Policy
Effective 22 September 2026  |  Version 1.4

IMPORTANT PREPAID-SERVICE NOTICE
CaribVitals plans and add-ons are prepaid for the stated service period or entitlement. Payment purchases that stated period or entitlement, not individual days of use. CaribVitals does not automatically renew a plan or automatically charge for another service period. Voluntary cancellation, change of mind or non-use after a paid period has commenced does not ordinarily create a full or prorated refund for the unused portion.

1. Purpose and Scope
This Refund & Cancellation Policy explains how CaribVitals Health Ltd. (“CaribVitals”, “we”, “us” or “our”) handles prepaid service payments, cancellation of an existing active service or add-on, refund or credit requests, payment disputes, expiry of paid service periods, resubscription and related service-entitlement changes. It applies to CaribVitals core service plans, the Caregiver/Family Member Add-On, the Document Storage Add-On, and other paid CaribVitals services where this policy is referenced.
This policy should be read together with the CaribVitals Terms of Service, Privacy Policy, the specific plan or add-on details shown at purchase, and any written offer that applies to the transaction.
Important: Nothing in this policy excludes or limits any consumer right, statutory right of rescission, or other remedy that cannot lawfully be excluded or limited.
2. Prepaid Service and Pricing Basis
CaribVitals services are sold for defined prepaid service periods. The price displayed or communicated at purchase is the price for the stated service period or add-on entitlement, subject to any applicable taxes or charges disclosed before payment.
A prepaid service fee is not calculated by the number of days the client actually uses the service and is not converted into a daily, weekly, or pay-as-you-use charge if the client later decides to stop participating.
Payment confirms the purchase of the selected service period. For multi-month plans, the stated price purchases the complete multi-month term as one prepaid service commitment; it is not a series of separate monthly purchases unless CaribVitals expressly states otherwise in writing.
The client’s core service Activation Date is the date stated in the Welcome Letter or other official activation confirmation issued by CaribVitals. That Activation Date anchors the client’s own service and reporting cycle as explained in Section 3. Add-on coverage begins on the applicable coverage start date recorded for that entitlement.
3. Service Periods and Monthly Reporting Cycle
CaribVitals operates on a client-specific service cycle rather than a calendar-month reporting cycle. A client who begins service part-way through a calendar month is entitled to the full prepaid service period purchased; the service period is not shortened simply because the activation date occurs near the end of a month.
For a monthly core plan, the first service and reporting period begins on the client’s Activation Date and continues through the recorded coverage end date for that client cycle. In general, this means the period runs from the Activation Date through the day immediately before the corresponding date in the following month, subject to the official coverage dates recorded by CaribVitals.
Example: if a client’s Activation Date is 25 September, the client’s first service and reporting period ordinarily runs from 25 September through 24 October. The client does not receive a shortened first reporting period ending on 30 September merely because September is the calendar month in which service began.
The monthly CaribVitals report is prepared after the applicable client reporting period has closed. Report generation and delivery are processed according to the client’s assigned reporting batch or operational reporting schedule. A batch assignment is an administrative processing schedule; it does not change, shorten or replace the client’s prepaid service period.
Accordingly, the phrase “monthly report” means a report relating to the client’s completed CaribVitals service/reporting cycle and does not mean that every client receives a report at the end of each calendar month.
The report reflects eligible information available to CaribVitals for the completed reporting period. A client’s non-use, missed check-ins, delayed submissions or failure to provide requested information may affect the information available for the report, but does not by itself change the service-period dates or create a right to an early report, refund or prorated credit.
4. Cancellation and Refunds Are Not the Same Thing
A cancellation tells CaribVitals to stop an existing active service or discontinue participation. A refund returns money already paid. Cancelling an active prepaid service does not automatically create a refund for the unused portion of the current paid period.
CaribVitals plans do not automatically renew and CaribVitals does not automatically charge for a new service period. Each plan ends at the conclusion of its recorded paid period unless the Client actively resubscribes or pays for a new service period. If a Client cancels before the current paid period ends, CaribVitals will confirm the effective cancellation date and active service under that plan may stop from that date.
Where a paid service period has already begun, a voluntary decision to stop using the service, a change of mind, or non-use does not normally create a full or prorated refund for unused time.
Refunds or credits remain available for circumstances that genuinely justify redress, including verified duplicate charges, unauthorized transactions, certain service failures, material billing errors, or other circumstances required by law.
5. Cancellation Before Service or Add-On Coverage Begins
A completed payment for a CaribVitals plan or add-on is a purchase of the selected prepaid service period and is not automatically treated as a refundable reservation or deposit.
If a client or payer asks to cancel before the relevant service or add-on coverage begins, CaribVitals will stop further activation or onboarding steps where reasonably possible and review the transaction. A request made before activation does not, by itself, create an automatic right to a refund because a client has changed their mind.
CaribVitals may consider whether onboarding, administrative processing, account setup, service preparation, allocation of service capacity, third-party processing, or other work has already begun, together with the specific circumstances and any applicable legal rights.
A full or partial refund, credit, or payment reversal may be approved where CaribVitals determines that it is appropriate or where required by law. Any discretionary approval is assessed on the specific transaction and does not create a general right to cancel completed prepaid purchases for convenience.
Where third-party payment-processing charges are non-recoverable, any deduction will be made only where it was disclosed and may lawfully be charged.
6. Cancelling Core CaribVitals Service
Monthly core plans
A monthly core plan covers only its recorded prepaid service period and does not automatically renew. If the Client cancels during that active paid period, CaribVitals will confirm the cancellation date and the existing plan may stop from that date. Any unused portion of the prepaid period is not ordinarily refundable or prorated solely because the Client chose to stop early.
Once the current monthly coverage period has commenced, CaribVitals does not normally provide a full or prorated refund solely because the client changes their mind, stops using the service, does not submit updates, or asks to end the service before the paid period expires. The monthly fee purchases the month-long service period; it is not recalculated by days used.
Prepaid multi-month core plans
Where a client purchases a prepaid multi-month plan, including a three-month plan, the payment covers the complete stated prepaid term. The plan price is based on purchase of that full term and is not divided into refundable monthly or daily portions merely because the client later chooses to stop early.
If a Client chooses to stop a prepaid multi-month plan before its recorded end date, CaribVitals will record the cancellation and stop the existing plan from the confirmed effective date. Once the prepaid term has commenced, the unused portion is not normally refundable or creditable solely because the Client voluntarily cancels, changes their mind or stops using the service. If the Client later wants service again, a new plan must be purchased.
CaribVitals will still review a refund or credit where there is a verified service failure, duplicate payment, unauthorized transaction, material billing error, or another circumstance that reasonably requires redress.
7. Caregiver / Family Member Add-On
The Caregiver/Family Member Add-On is a separate prepaid report-copy entitlement. TT$100 purchases one copy of one eligible monthly Wellness Report for one specifically named and authorized caregiver or family member, unless CaribVitals publishes a different price before purchase.
The caregiver copy follows the Client’s own CaribVitals reporting cycle. CaribVitals does not create a separate caregiver report or a separate caregiver reporting cycle.
Payment for one monthly report copy does not entitle the caregiver to receive future monthly reports. If the Client wants the same caregiver to receive the next consecutive monthly Wellness Report, a new prepaid Caregiver/Family Member Add-On payment must be made for that next report period.
The Caregiver/Family Member Add-On does not automatically renew and CaribVitals does not automatically charge for the next caregiver report copy.
Each payment is linked to one named caregiver and one applicable Client monthly reporting period. It does not automatically transfer to another caregiver or another monthly report.
The Client must separately authorize the named caregiver/family member to receive the report copy. The Client may remove, replace or revoke that authorization at any time. Payment never overrides the Client’s consent decision.
If CaribVitals fails to provide a paid caregiver report copy that was otherwise eligible for delivery, the matter will be reviewed as a service-delivery issue and may result in re-delivery, a credit, a refund or another appropriate remedy depending on the circumstances and applicable law.
A replacement or additional caregiver requires a separate caregiver record, valid Client authorization and a separate verified prepaid report-copy entitlement before delivery.
If the Client removes, replaces or revokes authorization after payment has been made for the applicable report copy, the payment does not ordinarily qualify for a prorated refund, credit or transfer solely because the authorized recipient changed.
8. Document Storage Add-On
Document Storage is a separate optional prepaid entitlement. It does not automatically renew. A Client may cancel the active storage entitlement, in which case CaribVitals will confirm the effective cancellation date without cancelling the underlying CaribVitals core service.
At the end of the current paid Document Storage period, no new storage period is created unless the Client actively purchases or resubscribes to another storage period. If the Client cancels before the paid period ends, access may stop from the confirmed cancellation date subject to the applicable access, retention and privacy rules.
Once a paid storage period has commenced, voluntary cancellation, change of mind or non-use does not normally create a full or prorated refund for the unused portion of that period.
When the storage entitlement ends or is suspended, existing stored documents remain subject to the access, retention and privacy rules stated in the Terms of Service and Privacy Policy. Ending the add-on does not by itself require immediate deletion of stored records.
The core service may still receive documents that are reasonably necessary to provide normal CaribVitals continuity services.
9. Continuation, Grace, Suspension and Resubscription
CaribVitals plans do not automatically renew. To continue core service or an eligible add-on beyond its recorded paid period, the Client or payer must actively resubscribe or make the required payment for the next service period through an approved CaribVitals process.
CaribVitals currently provides a seven-day (7) grace period after the applicable continuation payment due date for recurring core service and eligible recurring add-ons. This is an administrative continuity window only; it is not an automatic renewal, does not create an automatic charge, and does not by itself create a new paid service period.
If payment for the next service period remains unverified after the grace period, the affected service may move to suspended status beginning on Day 8 after the due date. Active service delivery may stop until the Client resubscribes, payment is verified and any required reactivation checks are completed.
If the Client remains suspended for the applicable extended period, the account may be classified as inactive while preserving the same permanent Client record and CLIENT_ID.
A Client who wishes to continue after the current paid period must actively resubscribe or pay for the next service period. A Client who does not resubscribe incurs no automatic new service charge. If a Client later returns after expiry, cancellation or inactivity, CaribVitals may require a new plan purchase and reasonable reactivation or information-update steps.
10. When a Refund or Credit May Be Appropriate
CaribVitals will review refund or credit requests fairly and individually. Circumstances that may justify redress include:
1. a verified duplicate charge or overpayment;
2. a verified unauthorized or fraudulent transaction;
3. a payment taken for a service or add-on that CaribVitals could not provide and did not provide;
4. a material billing or processing error caused by CaribVitals;
5. a verified failure to deliver a paid service where re-performance or re-delivery is not reasonably sufficient;
6. a payment reversal or processor error requiring account correction; or
another circumstance where a refund, credit or other remedy is required by applicable law or is otherwise appropriate.
11. Circumstances That Do Not Normally Create a Refund
Subject to applicable law and the specific facts, CaribVitals does not normally issue a refund or prorated credit merely because:
the client changes their mind after making the purchase or after the paid coverage period has started;
the client voluntarily stops the service or asks to discontinue participation before the paid period ends;
the client does not use the service, submit check-ins, attend appointments or provide information during an active paid period;
the client uses only part of the services made available during the prepaid period;
the client does not achieve a particular health or wellness outcome; CaribVitals is a non-clinical continuity service and does not guarantee medical outcomes;
a caregiver/family member is removed, replaced or authorization is revoked after payment has been made for that named recipient’s applicable monthly report copy;
the client asks to end a prepaid multi-month term early for convenience; or
service is unavailable because the client did not provide information, authorization, access or cooperation reasonably required to deliver that service, unless the circumstances warrant another remedy.
12. CaribVitals-Initiated Suspension or Termination
CaribVitals may suspend or end a service where reasonably necessary because of non-payment, fraud, chargeback or payment abuse, unlawful use, serious misuse of the portal or systems, privacy or security risk, harassment or abuse of staff, inability to verify required authorization, or another material breach of the Terms of Service.
Where CaribVitals ends a paid service period for a reason that is not caused by the client’s breach, non-payment, fraud, misuse or other disqualifying conduct, CaribVitals will review the unused paid portion and determine whether a prorated refund, credit or other remedy is appropriate.
13. Refund Request Procedure
To request a refund, credit or payment review, contact CaribVitals using an approved service channel and provide enough information for the transaction to be verified.
1. Provide the client’s full name and CLIENT_ID, if available.
2. Identify the payment date, amount, service/add-on and payment method.
3. Provide the payment reference, receipt or other transaction evidence, where available.
4. Explain the reason for the request and the remedy being requested.
5. Provide any additional information reasonably requested to investigate the transaction.
CaribVitals aims to acknowledge a refund or payment-review request within two (2) business days and to communicate a decision or meaningful status update within ten (10) business days, although complex matters, fraud reviews, third-party processor investigations or bank delays may take longer.
Approved refunds will normally be returned through the original payment route where practical. The time taken for funds to appear after CaribVitals processes an approved refund depends on the bank, card network, payment processor or other payment provider.
14. Chargebacks and Payment Disputes
A client or payer may have rights through their bank or payment provider. Where practical, CaribVitals encourages the payer to contact us first so that genuine billing errors or service issues can be investigated quickly. This does not remove any right the payer has to use a lawful dispute or chargeback process.
If a payment is reversed, charged back, refunded or otherwise withdrawn, CaribVitals may adjust the related service or add-on entitlement, provided that an add-on reversal does not automatically cancel a separately paid core plan.
15. Pre-Purchase Disclosure and Electronic Transactions
Before an electronic purchase or resubscription is completed, CaribVitals will make the applicable plan price, service period, material payment terms, and this Refund & Cancellation Policy or a clear link to it reasonably available to the purchaser.
Where the purchase is completed electronically, CaribVitals will also make the applicable contractual information available in a form that the purchaser can retain or access after the transaction, subject to the capabilities of the payment channel used.
CaribVitals may require the purchaser to confirm or acknowledge, before payment, that the purchase is for a prepaid service period, that plans do not automatically renew, that continued access requires a new purchase or resubscription, and that cancellation of an already-commenced paid period does not ordinarily result in a full or prorated refund for unused time.
Failure by CaribVitals to provide information required by applicable law will be handled in accordance with any statutory rights or remedies that apply.
16. Records and Effect of Cancellation
Cancellation, expiry or inactivity does not automatically erase the Client’s historical CaribVitals records. Client identity, prior reports, caregiver history, payment history, audit information and other records may be retained in accordance with the CaribVitals Privacy Policy, records-retention procedures and applicable law.
A client may separately exercise any applicable privacy or data-access rights. A request to cancel service and a request to delete or restrict personal information are not necessarily the same request.
17. Policy Changes
CaribVitals may update this policy from time to time. Material changes will apply prospectively and will be communicated or published before they govern a future purchase or resubscription. The version and effective date shown on this policy identify the terms in force for the applicable transaction.
18. Contact
CaribVitals Health Ltd.
Email: info@caribvitalshealthltd.com
Telephone / WhatsApp: (868) 799-2020
Operating hours: Monday to Friday, 9:00 a.m. to 4:00 p.m. AST 

CaribVitals plans are prepaid and do not automatically renew. You are purchasing the stated service period, not only the days on which you actively use the service. Your service and reporting cycle is based on your own Activation Date, not on the calendar month. For example, if you activate on 25 September, your first reporting period ordinarily runs through 24 October, and your monthly report is generated only after that period closes according to your assigned reporting schedule. If you cancel an active plan before its paid period ends, the plan may stop from the confirmed cancellation date, but unused time is not normally refundable or prorated. If you later want CaribVitals service again, you must resubscribe to a new plan. Genuine billing errors, duplicate or unauthorized payments, verified service failures and any rights required by law will still be reviewed.


Effective date
22 September 2026
Supersedes
Version 1.3 effective 22 September 2026