1.1 Purpose and Acceptance

These Terms and Conditions govern access to and use of the websites, digital services and other services operated directly by Level Group Ltd ("Level Group", "Level", "we", "us" or "our"). By accessing the Level Group website or using a service governed by these Terms, you acknowledge that you have read, understood and agree to comply with these Terms.

These Terms are intended to operate as the general corporate terms for the Level Group website. Individual portfolio products may have additional or separate terms that apply to their specific services, transactions, users or communities. Where a product-specific agreement expressly conflicts with these general website Terms, the product-specific agreement will govern the relevant product or transaction.

1.2 About Level Group

Level Group Ltd is a  technology and business group focused on developing, owning, operating and supporting technology-enabled businesses, digital products and creative-industry platforms.

Level Group activities may include software and technology development, digital platforms, digital commerce, marketplace infrastructure, creative technology, product development, business development, technology infrastructure, intellectual-property development and management, and other lawful commercial activities.

1.3 CARENA Systems as a Level Group Portfolio Product

CARENA is a Level Group portfolio product. CARENA provides digital infrastructure designed to connect creators, audiences, collaborators and commerce. Depending on the service, CARENA may support digital content, creator subscriptions, digital and physical products, events, creator support, tips, donations and other platform-enabled commercial services.

CARENA maintains product-specific legal documentation. Users of CARENA should review the CARENA Terms and Privacy documentation before using or purchasing CARENA services.

1.4 Website and Service Use

You may use Level Group websites and services only for lawful purposes. You must not misuse the website, attempt unauthorised access, introduce malicious code, interfere with security, impersonate another person or organisation, scrape or systematically extract information without authorisation, facilitate fraud, infringe intellectual property, or interfere with the normal operation of the website or its supporting systems.

Level Group may restrict or suspend access where reasonably necessary to protect users, systems, business operations, intellectual property or legal and regulatory interests.

1.5 Products, Services and Availability

Descriptions, prices, availability, access conditions, delivery arrangements and transaction-specific terms may be displayed on the relevant product or service page before purchase.

Level Group may introduce new products, modify features, change availability or discontinue services. Where a change materially affects an existing paid service, applicable contractual and mandatory consumer rights will be respected.

1.6 Payments and Payment Providers

Level Group may accept payments through authorised third-party payment service providers. Where Flutterwave is used, Flutterwave provides payment-processing infrastructure and related services subject to the merchant and customer arrangements applicable to the transaction.

Customers may review the  Flutterwave Merchant Service Agreement and other applicable Flutterwave terms for information concerning Flutterwave's own services and processing.

Level Group is not a bank or payment processor merely because it accepts payments through an authorised payment service provider.

1.7 Intellectual Property

Unless otherwise stated, intellectual property appearing on the Level Group website, including trademarks, logos, names, software, interfaces, designs, graphics, text, photographs, videos, databases and documentation, is owned by or licensed to Level Group Ltd or the applicable rights holder.

Nothing on the website grants a user ownership of Level Group intellectual property. Any licence granted to use a service is limited to the purpose and duration for which the service is provided.

1.8 Third-Party Services and Links

Level Group may integrate or link to third-party services for payments, hosting, analytics, communications, identity verification, fraud prevention, customer support and other operational functions. Third-party services operate under their own terms and privacy policies.

External links are provided for convenience and do not necessarily constitute endorsement. Level Group is not responsible for independent third-party websites or services outside its reasonable control.

1.9 Disclaimers and Limitation of Liability

Services and website information are provided on an 'as available' basis. Level Group does not guarantee uninterrupted availability, error-free information, continuous access or continued availability of third-party services.

To the maximum extent permitted by applicable law, Level Group shall not be responsible for indirect, incidental, special or consequential losses arising from use of the website or services. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

1.10 Governing Law and Changes

These Terms are governed by the laws of the Republic of Uganda. Disputes shall be subject to the jurisdiction of competent courts in in the territory, subject to any mandatory rights available under applicable law.

Level Group may update these Terms from time to time. The current version should be published on the website with its effective date and last-updated date.

2.1 Scope

This Privacy Policy explains how Level Group Ltd may collect, use, disclose, retain and protect personal information when individuals interact with Level Group websites, products and services.

Where a portfolio product has a separate privacy policy, that product-specific policy may apply to processing associated with the product. For CARENA, users should review the CARENA Privacy and Terms page.

2.2 Information We May Collect

Depending on the service and interaction, Level Group may collect names, email addresses, telephone numbers, business information, account information, transaction information, customer-support communications, IP addresses, device and browser information, website activity, and information necessary for legal, tax, accounting, fraud-prevention or regulatory compliance.

2.3 Payment Information

Where payments are processed through third-party payment providers, the provider may collect and process payment information directly. Level Group may receive transaction information necessary to confirm payment, fulfil orders, process refunds, prevent fraud, maintain financial records and comply with legal obligations.

Customers should never send complete card numbers, CVV numbers, PINs or passwords through ordinary email or customer-support channels.

Level group may never contact you through unauthorised channels, you may always refer to the information listed on this website.

2.4 How We Use Personal Information

We may use personal information to provide requested services; process and reconcile transactions; fulfil purchases; provide customer support; manage accounts; prevent fraud and abuse; maintain security; comply with legal obligations; improve products and websites; analyse service performance; and send permitted communications.

2.5 Sharing and Disclosure

Information may be shared where reasonably necessary with payment service providers, hosting and technology providers, analytics providers, fraud-prevention and security providers, professional advisers, government or regulatory authorities where legally required, Level Group affiliates and portfolio companies where necessary to provide services, and service providers acting on appropriate instructions.

2.6 Data Security

Level Group will maintain reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure. Measures may include access controls, authentication, encryption where appropriate, monitoring and incident-response procedures.

No electronic transmission or storage system can be guaranteed to be completely secure.

2.7 Retention

Personal information will be retained for as long as reasonably necessary for the purpose for which it was collected, and for longer where required or reasonably necessary for legal, tax, accounting, fraud-prevention, dispute-resolution or regulatory purposes.

2.8 Individual Rights

Subject to applicable law, individuals may have rights concerning their personal information, including access, correction, deletion, restriction, objection, portability and withdrawal of consent where consent is the applicable legal basis.

Requests concerning privacy may be sent to info@levelgroupnow.co.

2.9 Cookies and Similar Technologies

The Level Group website may use cookies and similar technologies for essential functionality, security, analytics, preferences, performance and permitted marketing. Users may control cookies through browser settings and any controls made available on the website.

2.10 International Processing

Level Group may use technology and service providers located outside Uganda. Where personal information is processed or transferred internationally, Level Group will apply safeguards required by applicable law.

3.1 Purpose and Scope

This Policy explains when customers may request refunds, cancellations or transaction reversals for products and services supplied directly by Level Group Ltd.

Where a Level Group portfolio product has a specific refund or cancellation policy, the product-specific policy will govern the relevant transaction.

3.2 General Refund Standard

Refund eligibility depends on the nature of the product or service, whether it has been delivered or accessed, whether the transaction was authorised, whether a technical failure occurred, whether the product materially differed from its published description, the applicable transaction terms and any mandatory consumer rights.

3.3 Circumstances in Which a Refund May Be Considered

1(a) An unauthorised transaction is reported and reasonably verified.

1(b) A customer was charged more than once for the same transaction due to a verified technical or processing error.

1(c) Payment was successfully completed but the purchased product or service was not delivered.

1(d) The product or service materially fails to correspond with its published description.

1(e) A verified technical failure attributable to Level Group prevents delivery or access.

1(f) A refund is required by applicable law.

3.4 Digital Products and Services

Successful access, activation, download or consumption of a digital product may constitute fulfilment. After successful access or consumption, a refund may not be available except where the transaction was unauthorised, duplicated, materially misdescribed, affected by a verified technical failure, or a refund is otherwise required by law.

3.5 Subscriptions

Customers may cancel future subscription renewal in accordance with the relevant product controls and subscription terms. Cancellation does not automatically create a refund for a period already consumed. Unauthorised charges, duplicate charges and verified technical failures may be reviewed.

3.6 Tips and Donations

Where a Level Group portfolio product such as CARENA enables voluntary tips or donations, those payments are generally non-refundable after successful processing, except for unauthorised transactions, duplicate transactions, verified technical errors or where applicable law requires a refund.

3.7 Physical Goods

For physical products, the relevant product page, seller terms or marketplace rules will specify delivery, return, cancellation and refund conditions.

3.8 Refund Request Procedure

Customers should submit refund requests to info@levelgroupnow.co.

A request should include the customer's name, transaction/reference number, transaction date, amount, product or service purchased, reason for the request and supporting information where appropriate.

Do not send passwords, PINs, CVV numbers or complete card numbers by email.

3.9 Refund Review

Level Group may review transaction records, payment status, delivery or access records, account activity, fraud indicators and relevant communications before deciding whether a refund is appropriate.

3.10 Refund Processing

Approved refunds will normally be initiated through the original payment channel or another appropriate payment method. The time taken for the funds to reach the customer may depend on the payment provider and financial institution.

Flutterwave currently states that card refunds are processed within approximately 3–15 business days, while other channels may have different timelines. See the Flutterwave refund guidance for current processing information.

3.11 Chargebacks

Customers are encouraged to contact Level Group before initiating a chargeback where possible so that the transaction can be investigated and resolved. Nothing in this Policy removes any rights available under applicable payment-network rules or law.

4.1 Purpose

This Policy explains how Level Group Ltd delivers and fulfils products and services purchased through Level Group-operated websites and digital platforms.

4.2 Digital Delivery

2(a) Digital products may be delivered through website or account access.

2(b) Delivery may occur through account activation, digital download, streaming, email, access links or application functionality.

2(c) The applicable product page may specify a particular delivery method or access condition.

4.3 Delivery Timelines

Where payment is successfully authorised, digital products will generally be made available immediately or within the timeframe stated on the applicable product page. Where manual processing is required, the expected timeframe should be communicated before or at the time of purchase where reasonably practicable.

4.4 Payment Confirmation and Fulfilment

A product or service is ready for fulfilment after the payment provider confirms successful payment. A pending, failed or reversed payment does not necessarily constitute a completed order.

4.5 Physical Products

Where physical products are offered, the applicable product page will state, where relevant, expected delivery timeframe, delivery location, delivery charges, fulfilment method, tracking information and return or cancellation conditions.

4.6 Marketplace and Creator-Supplied Products

Where an independent creator, merchant or seller fulfils an order through a Level Group portfolio product, the seller may be responsible for delivery and fulfilment under the applicable marketplace terms.

For CARENA, creators are responsible for accurately describing products and services and fulfilling orders within the timeframe represented to buyers.

4.7 Failure to Deliver

If a customer has successfully paid but does not receive the purchased product or service within the stated timeframe, contact info@levelgroupnow.co.

Level Group may complete delivery, restore access, provide an alternative delivery method, extend access where appropriate, or issue an appropriate refund under the Refund & Cancellation Policy.

4.8 Delivery Records

Level Group or its service providers may maintain records relating to order creation, payment confirmation, access, downloads, streaming, dispatch and delivery for customer support, fraud prevention, accounting, legal and regulatory purposes.

5.1 Payment Processing

Level Group uses authorised third-party payment service providers to facilitate transactions. Where Flutterwave is used, Flutterwave provides payment-processing infrastructure and related services.

The relationship between Level Group and Flutterwave is governed by the applicable merchant and service agreements. See the Flutterwave Merchant Service Agreement.

5.2 Payment Methods

Depending on the service, location and transaction, customers may be offered cards, mobile money, bank-based methods, payment links or other supported payment methods. Flutterwave's Uganda materials indicate support for card and mobile-money payments and other payment methods subject to availability.

5.3 Payment Confirmation

A transaction should be treated as successfully completed only after the payment provider confirms successful payment. A pending, failed or reversed transaction is not necessarily a completed purchase.

5.4 Failed or Reversed Payments

If a payment fails, the order may not be completed and access may not be activated. A customer may be required to retry the transaction. Temporary authorisations, reversals or settlement delays are subject to the payment provider's processing.

5.5 Pricing, Currency and Charges

Prices may be displayed in Uganda Shillings, United States Dollars or another supported currency. Any applicable taxes, fees or mandatory charges will be disclosed before completion where required.

5.6 Fraud Prevention and Transaction Controls

Level Group may apply transaction monitoring, payment verification, account review, suspicious-activity controls, transaction limits and other reasonable measures to prevent fraud and protect customers and the business.

Transactions reasonably suspected to involve fraud, money laundering, sanctions violations or other unlawful activity may be delayed, rejected, reversed or investigated.

5.7 Payment Provider Terms

Customers should review the payment provider's applicable terms and privacy notice. Flutterwave's Uganda Privacy Notice is available at flutterwave.com/ug/privacy-notice.

6.1 Purpose

This Acceptable Use Policy establishes prohibited conduct when using Level Group websites, products and services. It applies to users, customers, creators, merchants, partners and other persons interacting with applicable services.

6.2 Prohibited Activities

6.2(a) Fraud, deception or misrepresentation.

6.2(b) Money laundering, terrorist financing or other unlawful financial activity.

6.2(c) Unauthorised access, security bypassing, malware distribution or interference with infrastructure.

6.2(d) Intellectual-property infringement or unlawful use of third-party content.

6.2(e) Sale or promotion of prohibited, unlawful or restricted goods or services.

6.2(f) Payment manipulation, refund abuse, chargeback abuse or attempts to circumvent payment-provider controls.

6.2(g) Impersonation, identity fraud or submission of materially false information.

6.2(h) Activity that violates applicable law, regulations, court orders or legitimate platform rules.

6.3 Security and System Integrity

Users must not introduce malicious code, conduct denial-of-service activity, attempt unauthorised penetration, reverse engineer proprietary software without permission, access data belonging to other users without authorisation, or otherwise compromise the confidentiality, integrity or availability of Level Group systems.

6.4 Commercial and Content Conduct

Users must not publish or distribute fraudulent, deceptive, unlawfully discriminatory, defamatory, infringing or otherwise unlawful content or commercial offers.

Product and service descriptions must be accurate and must not materially mislead customers about price, quality, availability, ownership, delivery or performance.

6.5 Enforcement

Where Level Group reasonably believes that this Policy, applicable terms or law has been breached, it may remove content, restrict features, suspend accounts, refuse transactions, delay fulfilment or terminate access.

Where appropriate, Level Group may cooperate with payment providers, regulators, law enforcement or other competent authorities.

6.6 Reporting

Suspected violations may be reported to info@levelgroupnow.co. Reports should contain enough information to permit reasonable investigation.

7.1 Legal Entity

Legal Name: Level Group Ltd

Country: Republic of Uganda

Business Activity: Technology, digital platforms, digital commerce and creative-industry technology.

7.2 Address

Office address: Uganda,Kampala,Luwafu road

Postal Address: Po.Box. 202903

7.3 Contact Details

Official Email: info@levelgroupnow.co

Website: https://www.levelgroupnow.co/

Telephone: +256 774 153 346

Whatsapp : +45 71 41 75 37

7.4 Portfolio Product

CARENA: CARENA is a Level Group portfolio product. Its product-specific legal documentation is available at https://www.carena-app.com/privacy-terms.

7.5 Payment and Transaction Support

For payment, refund, cancellation or transaction enquiries, customers should contact info@levelgroupnow.co and provide the relevant transaction/reference number. Customers should never send passwords, PINs, CVV numbers or complete card numbers through ordinary support channels.

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