Smart and Flip Phone Customer Agreement

Welcome to the Lively™ family! This Customer Agreement (“Agreement”) is between you and us, Best Buy Health, Inc. doing business as Lively, and applies to your use of any of our mobile phones, including the Jitterbug phones (each, a “Device”), your phone service, and any services and features provided to you via your Device (collectively referred herein as “Services” and individually referred herein as “Service”). References to “Lively”, “our”, “we”, or “us” refers to Best Buy Health, Inc. Please read this Agreement carefully.

THESE TERMS INCLUDE A BINDING ARBITRATION AGREEMENT, CLASS ACTION WAIVER, AND JURY TRIAL WAIVER THAT AFFECT YOUR RIGHTS. IN ARBITRATION, THERE IS NO JUDGE OR JURY AND LESS DISCOVERY AND APPELLATE REVIEW THAN IN COURT. PLEASE CAREFULLY REVIEW THE DISPUTE RESOLUTION SECTION BELOW.

1. Your Acceptance of the Agreement This section outlines the requirements of your acceptance of this Agreement.

2. Privacy Policy This section explains how Lively will treat and use information you provide us.

3. Term Commitment You may cancel this Agreement and close your Services at any time.

4. Your Use of Your Device and Services These are the basic rules you must follow when using Lively products and services.

5. Your Monthly Rate Plan The monthly rate plan you selected will be governed by this Agreement. For more information on your plan, visit lively.com/myaccount.

6. Unlimited Data Plans This section describes our practice of reducing data speeds after the use of 20 GB for unlimited data plan customers.

7. Payment Terms This section explains your payment obligations, including taxes and surcharges, and our billing practices, including how your monthly fees are calculated, how to dispute charges on your invoice, and how recurring monthly payments are managed.

8. How to Cancel Your Services This section explains how to partially or fully cancel your services.

9. Returns and Refunds This section explains our 30-day Return Policy for products purchased directly from Lively and how to return your Device if has been purchased directly through a retailer.

10. Our Right to Change, Amend, Modify or Supplement Your Services This section explains our right to amend, modify, or supplement your Services and if and when we will notify of such changes.

11. Our Right to Limit, Suspend, or Terminate Your Services This section explains our right to limit or end your Services or this Agreement.

12. Performance Characteristics This section explains that while we aim to provide the best internet service on our phones, network performance may vary depending on, terrain, weather, vegetation, distance from the cell site, and other factors beyond our control.

13. Additional Terms For Text Messaging This section explains that the text messages you send or receive will incur charges, whether or not solicited.

14. Rights In Numbers And Electronic Addresses We Assign To You This section describes your rights with regard to the phone number and email address that might be assigned to you.

15. Transferring Or “Porting” Phone Numbers This section explains how you may transfer your phone number to a new carrier.

16. Availability Of Service This section describes how our ability to provide you service may vary by weather, topography, buildings, etc.

17. Suspending Service If Your Phone Is Lost Or Stolen This section describes your ability to suspend your Service if your phone is lost or stolen.

18. Lively Services This section describes the additional services that are available with your Device (some require purchase), and the additional terms and conditions that may apply to your use of such services.

19. Lively SIM Card Kit This section is specific for customers who purchased a Lively SIM Card Kit. It explains how the Lively SIM Card Kit works and what is required for the Service to function properly.

20. Location Based Services This section describes Lively’s use of geolocation information obtained from your device to provide Services such as Urgent Response and Lively link.

21. Customer Communications This section explains how and when Lively may contact you regarding your Services, Device, or My Account.

22. Disclaimer Of Warranties We provide our Devices and Services as is, and we make no promises or guarantees about the Devices and Services. Please read this section carefully; you should understand what to expect.

23. Manufacturer’s Limited Warranty This section explains where you can view information regarding our Standard Limited Warranty.

24. Limitation Of Liability We will not be liable for damages or losses arising from your use or inability to use the Devices or Services, or otherwise arising under these Terms. Please read this section carefully; it limits our obligations to you.

25. Governing Law This section provides details including our choice of law.

26. Our Relationship With You This section describes our contractual relationship.

27. Modification of this Agreement We may modify this Agreement without prior notice to you. Any modification to the Agreement will be effective on the date provided below.

28. We Can Assign This Agreement We may assign this Agreement at any time without notice to you.

29. DISPUTE RESOLUTION BY BINDING INDIVIDUAL ARBITRATION This section describes what will happen if there is a dispute between you and us regarding the Devices and Services. Please read this section carefully; it limits certain legal rights you may have.

30. This Is The Entire Agreement This section contains miscellaneous legal details regarding this Agreement.

31. Effective Date This provides the date for when these Terms went into effect.

1. Your Acceptance of the Agreement

When you accept this Agreement, you are agreeing to be bound by its terms and conditions. You accept the Agreement by doing any of the following things:

• Activate, use, or pay for your Services;

• Give us a written or electronic signature indicating your acceptance; or

• Tell us electronically that you accept.

If you do not wish to accept this Agreement, do not do any of the above actions. You represent that you’re at least 18 years old and have the legal capacity to accept this Agreement. If you are ordering for a friend or a member of your family, you are bound by the terms of this Agreement, unless and until, your friend or family member has agreed to the terms of this Agreement. If you’re ordering for a company, you’re representing that you are authorized to bind the company to the terms of this Agreement, where the context “you” means the company.

2. Privacy Policy

Your use of the Device and Services is subject to our Privacy Policy. Click Privacy Policy to review. Please review the privacy policy for more on how we collect and use information.

If you would like to learn more about your rights under individual state laws, please review our States Privacy Rights page. Click States Privacy Rights page to review.

3. Term Commitment

This Agreement begins when you take one of the actions described above in Section 1 and continues through the date your Service is terminated by you or us pursuant to this Agreement. There is no requirement that you maintain Service for any period of time.

4. Your Use of Your Device and Services

You agree to comply with U.S. or other applicable law regarding the transmission of any information obtained from the Services in accordance with this Agreement, not to use the Services for illegal purposes or in a manner inconsistent with this Agreement, and not to interfere with or disrupt the networks connected to the Services. You agree to use the Services solely for your own noncommercial use and benefit, and not for resale or other transfer or disposition to, or use by or for the benefit of, anyone else. You agree that you will not take any action that imposes an unreasonable or disproportionately large load on our infrastructure. You acquire no rights to the Device, Services and/or materials we provide to you other than the limited right to utilize the Services in accordance with this Agreement. You may cancel your Service at any time by following the instructions in Section 6.

5. Your Monthly Rate Plan

The monthly rate plan you select is part of this Agreement. Your monthly rate plan includes your Service allotment, i.e., minutes, text messages, data, and other Lively services. You can check your current usage by logging into lively.com/myaccount. We may introduce new or remove old technologies, features, or services that you can add for an additional charge. To the extent any condition in your plan expressly conflicts with this Agreement, the condition in your rate plan will apply.

6. Unlimited Data Plans

Unlimited Data Plans include 20GB of data at 4G LTE speed during your billing cycle (“Usage Level”). If you exceed your Usage Level during your current billing cycle, your data speed will be reduced to 128kpbs for the remainder of the billing cycle. Your voice and text services will not be affected. At the beginning of your next billing cycle, your Service plan Usage Level will be reset and your upload and download speeds will be restored to normal. Please be aware that you are more likely to exceed your Usage Level if you use streaming video, a mobile hotspot (tethering), or if you download significant quantities of music files, movies, software applications, or engage in other high-bandwidth activities. You can check your current usage by logging into lively.com/myaccount.

7. Payment Terms

7.1. Fees and Charges Associated with Your Service

7.1.1. Activation Fees

There is a $35 activation fee associated with beginning your Service. If your Service is cancelled by either you or us there may be a fee associated with reactivating your Service.

7.1.2. Monthly Fees

Your monthly Service fees will be based on the minutes, text, or data plan you have chosen. If you have not selected a text plan, you will be charged $0.10 per text or photo message sent or received. Monthly minutes carry over and are available for 60 days.

Overage charges will apply if you exceed your monthly minutes, text, and/or data plan allowance. Overage charges of $0.02/MB will apply if service plan data is exceeded. Overage fees of $0.35/ minute and $0.10/text apply to talk and text in excess of monthly plan allowance.

Promotional free minutes are not shared and will be available for use on your next bill cycle and expire at the end of that cycle.

7.1.3. Additional Service Fees

Additional features and Services, such as Operator assistance, may have extra charges. You will be charged $0.99/call for calls to a Personal Operator in which a service is completed, and plan minutes will be deducted equal to the length of the call.

7.1.4. Usage Fees

Usage charges vary depending on where, when, and how you call, including toll-free and Operator-assisted calls.

7.1.5. Roaming And Long-Distance Charges

There are no long distance or roaming charges for any calls made within the domestic U.S. There may be additional charges for international calls and texts.

7.1.6. International Rates

When calling from the domestic U.S. to other countries, or when calling from outside of the domestic U.S., additional international calling rates will apply.

7.2. Your Payment Responsibilities

You are responsible to pay for the Services on time and in full (unless the law provides otherwise). Payment is due 18 days from the invoice date (“Payment Due Date”). A late payment in defined as anything received after Payment Due Date. Failure to timely pay your invoice could result in Lively suspending or disconnecting your account.

You are also responsible for directly paying all charges for Services provided to you by others (such as emergency service providers).

7.3. How We Calculate Your Bill

Your bill is our notice to you of your fees, charges, and other important information. It reflects the fees and charges in effect for your Service plan at the time they are incurred. We charge for overages for usage after calls are made or received, these charges are typically reflected in the following month’s bill. Billing for usage and related charges may sometimes be delayed. Monthly recurring rate plan fees in advance. Delayed usage charges may appear on the following month’s bill and not the bill in which the call was made. This may result in charges higher than you’d expect in the later month.

The length of a call will be rounded up to the next full minute. Charges start when you’re connected to an outgoing or incoming call and end after you hang up your phone, the other party on your call hangs up, or the call ends through disconnection. We only bill for calls that connect, including calls answered by machines. Standard usage charges apply to toll-free calls. Toll free calls use minutes and airtime. There may be additional usage charges for credit card or third-party Operator-assisted calls, which may be required in certain areas. You will incur usage charges at a minimum rate of $0.35 per minute if you exceed your Service plan minutes. Billing for usage and related charges may sometimes be delayed.

7.4. Your Responsibility To Tell Us About Disputed Charges

If you object to any fees or charges for Services, you must tell us in writing within 60 days after the fee or charge is incurred, (unless the law does not allow a limit, or the law requires a longer period), or you are waiving the dispute. Disputed charges may be sent to Lively, c/o Customer Care at 2200 Faraday Ave., Ste. 100, Carlsbad, CA 92008.

7.5. Your Responsibility To Pay Surcharges, Taxes, Fees, and Assessments

We are required by law to charge you certain taxes, surcharges and assessments that will be included on your bill. Also, we are entitled to impose surcharges to cover the cost of our own required contributions to certain federal programs, as well as administrative fees to help defray other expenses we incur. You are responsible for paying all fees, taxes, surcharges, and assessments associated with your Lively products and Services. These may change from time to time, and we may not be able to give you advance notice about how these changes may affect you. Any customer who is eligible for an exemption from any tax or fee must provide us with a verifiable, valid and properly executed tax-exempt certificate. Any tax exemption applies only after the date we receive the certificate from you and have verified your eligibility for the exemption.

7.6. Recurring Auto Payments

If you have chosen recurring automatic payments, you have authorized Lively to charge the credit card or debit card on file for recurring monthly payments. To cancel recurring monthly payment, you can contact our Customer Service Department at 1-800-733-6632, by email, or in the Billing Section of My Account . For instructions on how to cancel by email, please visit our Services & Apps FAQs on the Support Page and scroll to the My Account section.

7.7 Options for Paying for Bill

Lively offers a variety of options for you to pay your monthly invoice.

Automatic Payment: Visit www.lively.com/support for automatic monthly payment from checking or savings form and instructions. Or, log in to www.lively.com/myaccount to set up recurring credit or debit payments. These services are secure, convenient and free of charge.

Online: Log in to www.lively.com/myaccount. First time logging in? Go online now to register and receive 50 free anytime minutes.

By Phone: Make a payment using our automated system by calling 1-866-237-8641. It’s convenient, available anytime and there are no additional charges. Friendly customer care advisors are also available 7 days a week. Payments processed with an advisor over the phone will be assessed a processing fee.

By Mail: Send your payment to Lively, P.O. Box 660688, Dallas, TX 75266-0688. To ensure proper processing, remember to include the payment slip from your bill or write down your Lively account number on your check when mailing in a payment.

8. How to Cancel Your Services

8.1. Any Service Cancellation

You can cancel your Service at any time. All you have to do is call us at 1-800-733-6632 and tell us you want to cancel the Service. You can also cancel via email. For instructions on how to cancel by email, please visit our Services & Apps FAQs on the Support Page and scroll to the My Account section.

We will cancel the service and you will not be charged for any future months. If you cancel your Services during a billing cycle, the cancellation will be effective on the last day of your current billing cycle. Because we do not bill for partial months of Services, your monthly billing charges will not be prorated. Lively will not refund a partial monthly service charge, you will be responsible for the entire billing cycle.

8.2. Cancelling Your Entire Service

If you wish to cancel your entire Service before the end of a given month, you’ll be responsible for any account charges and overages through the date of your final bill. If you have purchased any Add-On Minutes, they are not refundable, and those minutes will expire after your final bill. You will receive a final bill that will detail all the charges and credits on your account.

8.3. Partially Cancelling Your Service

If you wish to only cancel a specific Service or feature but keep your phone service active, you may do so at any time for any reason. All you have to do is call us at 1-800-733-6632 and tell us you want to cancel the specific Service. If you wish to cancel a specific Service or feature before the end of a given month, you’ll be responsible for any account charges through the last day of your billing cycle.

9. Returns and Refunds

9.1. 30-Day Return Policy for Purchases Directly Through Lively

If for any reason, within 30 days from date of purchase, you are not completely satisfied with your Service, we will refund the activation fee (less a $10 activation restock fee), the first month’s service charge, the cost of the Device (if Device is returned), plus applicable taxes, if you have not exceeded any Usage Limitation (defined below).

The activation fee is non-refundable if you:

• Ordered a new phone without paying the activation fee;

• Exceeded any Usage Limitation (defined below); or

• Activated two phones and are returning only one phone.

Shipping charges are not refundable. To cancel your account and obtain a refund:

• Call our Customer Service at 1-800-733-6632.

• You will receive a return authorization number, address, and instructions for return.

• All equipment must be in “like new” condition, as determined by us, in its original box

with all components and materials to be eligible for a refund.

All returns are at the customer’s expense. We will not begin processing your refund until the Device is received by us. It can take up to 21 business days to process a refund. Refunds, if applicable, will be processed back to the party that paid in the same manner that payment was received.

9.2. Phone Usage Limitations

9.2.1. Minutes Limitations:

• Usage Limitation with respect to minutes means 30 minutes or less of talk time.

• If you have used more than 30 minutes of talk time within 30 days from the date of purchase, but did not exceed your plan minutes, then we will charge you the lesser of:

  • Your monthly minute plan service charge; or

  • $0.35 per minute.

• If you have used more than 30 minutes of talk time within 30 days from the date of purchase, and exceeded your plan minutes, then we will retain your monthly service charge plus $0.35 per minute for each additional minute over your plan minutes.

9.2.2. Data Limitations:

• Usage Limitation with respect to Data means 50MB or less of data.

• If you have used more than 50MB of data within 30 days from the date of purchase, but did not exceed your data plan, then we will charge you your monthly service charge.

• If you have used more than your data plan within 30 days from the date of purchase, then we will retain your monthly service charge, plus $0.10 per each MB used over your monthly data plan.

9.2.3. Text Limitations:

• Usage Limitation with respect to texts means 50 or less texts or picture messages.

• If you have used more than 50 texts or picture messages within 30 days from the date of purchase, but did not exceed your text plan, then we will charge you the lesser of:

  • Your monthly text plan service charge; or

  • $0.10 per text or picture message.

9.3. How to Return Devices Purchased Through a Retailer

If your device was purchased from a retail location, it must be returned to that location and is subject to that retailer’s return policy.

You will also need to call our Customer Service at 1-800-733-6632 to cancel your account and monthly service charge. See Section 8 for instructions on how to cancel your Services.

10. Our Right to Change, Amend, Modify or Supplement Your Service

Unless otherwise prohibited by law, we may change, modify, or supplement any Device and/or Services provided to you, including, but not limited to, rates, fees, prices, charges or features. We will provide notice regarding material changes to your Device or Services.

If you choose to use your Device and/or Service after that point, you’re accepting the change, modification, amendment, or supplement. If you do not accept the changes, amendments, modifications, or supplements, you can cancel the Service, by following the instructions in Section 6.

11. Our Rights To Limit, Suspend, or Terminate Service Or This Agreement

We may terminate this Agreement at any time without notice if we cease to provide Service in your area. WE CAN, WITHOUT NOTICE, LIMIT, SUSPEND OR END YOUR SERVICE OR ANY AGREEMENT WITH YOU FOR VIOLATING THIS AGREEMENT OR FOR ANY OTHER GOOD CAUSE, INCLUDING, BUT NOT LIMITED TO:

• For conduct that we believe violates this Agreement;

• If we see excessive or unusual patterns that we, in our discretion, think may be fraudulent or abusive;

• Misuse or abuse of Services;

• If you behave in an abusive, derogatory, harassing, or similarly unreasonable manner with any of our representatives, employees, or agents, whether in person, over the phone, or in writing;

• If you fail to make all required payments when due;

• If you resell our Services either alone or as part of any other goods or service;

• If we discover that you are underage;

• If we discover that you have made any statement or provided any information to us that was untrue or inaccurate at the time you provided it to us;

• If you interfere with our operations;

• If you fail to keep any promise set forth in this Agreement or any other agreement with Lively;

• If you modify your Device from the manufacturer’s specifications;

• If you allow anyone to tamper with your Lively number; or

• If you use your Device and/or Services in any way that: (a) is harmful to, interferes with, or negatively affects our network, other customers, or the network of any other provider, (b) is harmful to, interferes with, or negatively affects our Services or operations, (c) infringes on our intellectual property rights or the rights of others; and (d) results in the publication of threatening, offensive or illegal material, or generates spam or other abusive messaging or calling, a security risk, or a violation of privacy.

We can also temporarily limit your Service for any operational or governmental reason.

12. Performance Characteristics

Our goal is to provide the best Internet service to all of our customers on an equitable basis. However, actual network performance may vary depending on, terrain, weather, vegetation, distance from the cell site, and other factors beyond our control. For some phones, Lively may advertise speeds and latency up to maximum speeds expected to be achieved through the device over our underlying carriers’ networks. Numerous factors—including capacity constraints, network availability, environmental conditions, your device, whether you are tethering from a separate device, or the network management practices of our underlying carriers—may impact the actual speed and latency that you experience at any given time. Lively provides mobile cellular Internet access service for certain phones using its underlying carriers’ networks, which are designed to be suitable for real-time applications including voice and video.

13. Additional Terms For Text Messaging

The message rates that we charge depend on the Lively service plan that you selected. You will incur message charges when you send or receive a message, whether the message has been read or unread, viewed, or unviewed, solicited or unsolicited. Lively does not guarantee that messages will be received. We are not responsible for lost or misdirected messages.

14. Rights In Numbers And Electronic Addresses We Assign To You

You do not have any rights in the personal identification number, email address or identifier we assign to you. The same is true for your wireless phone numbers, except for your right to transfer it. In the event we need to change or reassign them, we’ll let you know. Please know that your wireless phone number and/or name may appear when you call someone. We rely on this feature to provide services you enjoy.

15. Transferring Or “Porting” Phone Numbers

You may be able to transfer or “port” your phone number from us to another carrier or service provider. We cannot guarantee that this transfer will be successful. If you request that another service provider transfer or “port” your phone number, we will treat this request in the same manner as a request to cancel your Lively Service. When the transfer is complete you will be responsible for all the terms of cancellation described in this Agreement. We may not be able to provide you with some services, such as 9-1-1 location services, while we implement the transfer.

16. Availability Of Service

Wireless phones use radio transmissions to access service. Therefore, we can’t provide service when your wireless phone is out of range of our provider’s transmission site or if sufficient network capacity is not available. You may not receive service in certain places, particularly in remote areas, with no service at all. Weather, topography, buildings, your wireless phone, and other conditions that are outside of our control may also cause dropped calls or other problems with your Service.

17. Suspending Service If Your Phone Is Lost Or Stolen

Please notify us immediately if someone steals your phone or you lose it. We’ll be happy to provide a courtesy suspension of Service for 30 days or until you choose to replace or recover your phone – whichever comes first – if you haven’t received a courtesy of this kind within the prior year. Until your Service is suspended, you will be responsible for all fees and charges, including those related to the use of Services, even if used by another party. During the suspension, your phone will not be able to make calls or send text messages. Suspending your Service, however, will not suspend your normal monthly billing. We may require a sworn statement about the loss or theft.

18. Lively Services

Additional terms and conditions may apply to your use of the Device and/or Services. If applicable, these terms and conditions are incorporated by reference and made a part of this Agreement. You agree to abide by such other terms and conditions, including where applicable representing that you are of sufficient legal age to use or participate in such service or product. If there is a conflict between this Agreement and the terms and conditions applicable to a specific service or product, the latter terms shall control with respect to your use of that portion of that service or product. Click our Services & Apps FAQs on the Support Page for more information regarding Lively Services.

18.1. Lively™ Link

Lively Link is an optional Service that allows you to authorize contacts to have access to information about your Urgent Response enabled-Device and Service. Your authorized contacts will have access to your information such as current and prior location history (including some limited history regarding frequency and duration of time away from home), current and prior battery levels, and device usage (e.g., whether device is being used and whether any calls for assistance were made). Authorized contacts will also be alerted if you contact our Urgent Response team. Authorized contacts may access this information through the Lively Link smartphone or web app. You may add or remove authorized contacts at any time through the Lively Link web app or through My Account.

To the extent you use the Lively Link with your Device, you are also subject to Lively Terms of Use, which are incorporated herein. Click Lively Terms of Use to review.

For more information about how Lively Link works, visit our Services & Apps FAQs on the Support Page.

18.2. Lively Urgent Response

18.2.1. How Lively Urgent Response Works

Lively Urgent Response is only available in the United States. Lively Urgent Response IS NOT A SUBSTITUTE FOR 9-1-1, and in fact, if Lively Urgent Response conferences in 9-1-1 emergency services on your behalf, there could be a delay in reaching 9-1-1 emergency services. Press the button on your Device to be connected to Urgent Response. You will have an opportunity to cancel the call to Urgent Response if you do not need assistance by repressing the button. Pressing the button multiple times may result in a call to Urgent Response being canceled.

The Service will only work if your Device is charged, turned on, and has network access. Lively Urgent Response may not be available in remote or enclosed areas. You agree that Lively will be able to track your approximate location whenever your Device is turned on and that we can provide this information to third-party service providers and/or emergency contacts that you designate in case of an emergency or service incident. However, we cannot guarantee that we can track your exact location, and, in some cases, we may only be able to provide the information provided by you.

18.2.2. About the Software

Lively Urgent Response requires software on your Device that we may need or want to change from time to time. We may do this remotely, or through a third-party service provider without notifying you first. You do not own the device software or acquire any rights to use or modify the device software on your own. You acknowledge that, except as required by law, you shall acquire no proprietary interest in the number (MDN) or SIM (Subscriber Identity Module) assigned by Lively for its use. You acknowledge that any intellectual property or software in the SIM not provided by Lively or you is the property of the supplier of wireless services to Lively, and such supplier may change or update the software or other data in the SIM card or the software in the devices over the air and utilize any capacity in the SIM card for administrative, network, business and/or commercial purposes. Your Device may include copyrighted software stored in semiconductor memories or other media. Any copyrighted software contained in the device may not be modified, reverse-engineered, decompiled, analyzed, distributed, reproduced, or otherwise used in any manner without the express, written consent of the copyright owner, except as specifically required by mandatory applicable laws or any applicable third-party software license terms. The purchase of a Lively Device does not grant any license under any intellectual property rights of any software provider, except for the normal, non-exclusive, royalty-free license to use of the Device that arises by operation of law in the sale of the device. All other rights are expressly reserved.

18.2.3. Your Use of Lively Urgent Response

You promise not to use Lively Urgent Response for any fraudulent, unlawful, or abusive purpose, or in any way that interferes with our provision of services to our other customers. If you do any of these things, you agree you will be responsible for any amount anyone else claims from us, plus any expenses, resulting from your actions. You are solely responsible for maintaining the content and accuracy of your Personal Emergency Profile, which may be updated by logging into lively.com/myaccount or providing us with your updates by mail.

18.2.4. Your Interactions With Lively Urgent Response Agents

We may record and monitor conversations between you and our Agents, emergency service providers, the police, or other third-parties. Please note that our Agents may also remain on the line if they conference in a third-party to assist in completing a service request. Please understand that we are not required to release any audio or physical records that are created as part of your use of Lively Urgent Response without a subpoena (unless otherwise required by law). We will do our best to accommodate you if English is not your first language and you require translation services, but we cannot guarantee the availability or competence of a third-party translator.

18.2.5. Connection To Other Service Providers

Our Agents may link, conference or transfer you to other service providers such as the police, fire department, ambulance service, 9-1-1 emergency services or towing service. We’ll use reasonable efforts to contact appropriate service providers for help when you ask for it, but we can’t promise that any service providers will respond in a timely manner or at all. Furthermore, we can’t promise we will provide the best service provider or guarantee any level of service from such service provider. We may not contact emergency services if (1) we are unable to confirm an emergency exists, and the local emergency services in your area requires an emergency situation be confirmed; or (2) you indicate, or we have reason to believe, you are safe and out of danger or that emergency services are not needed.

18.2.6. Your Responsibility For Others Who Use Your Lively Urgent Response Service

You are solely responsible for any use of Lively Urgent Response services associated with your Device, even if you are not the one using it, and even if you later claim the use was not authorized. You are also solely responsible for the Services requested by you, or by anyone using the Services on your behalf. You agree that our Agents may share your information with any authorized person calling Lively Urgent Response, or any other Service, on your behalf.

18.3. Nurse On-Call

With Nurse On-Call, you have access to registered nurses and board-certified doctors. You can ask any kind of medical question and get prescriptions or refills for common medications right over the phone. The registered nurses and contracted physicians offer advice regarding health care decisions and physicians may prescribe prescriptions and refills for common medications over the phone. Physicians do not prescribe DEA controlled substances, non-therapeutic drugs, and certain drugs which may be harmful because potential for abuse. Before you speak with a physician you will be asked questions according to standardized protocol. Physician transfer subject to screening by nurse (and subject to doctor availability). Physician consults are subject to availability and may require appointments or a callback. In the event that physician services are not available, the nurse may suggest that you contact your primary care physician or visit your local Urgent Care. The nurses and contracted physicians reserve the right to deny care for potential misuse of services. Emergencies will be transferred to a 911 call center or customers may be directed to call 911. If you are experiencing a medical emergency, you should seek appropriate emergency medical assistance or call 9-1-1- immediately.

18.4. Care Advocate

Care Advocate brought to you by Lively allows our customer to work with a licensed social worker, over the phone and email, to develop a Personal Care Plan to help meet your individual needs and goals. Customer will first participate in a screening which will help identify possible areas of opportunity where the Care Advocate can offer assistance. Then together with the Care Advocate, the customer will determine their personal objective and wellness goals, as well as next steps. Care Advocates can advise on areas of wellness, health, personal care, and technology. Care Advocates cannot provide legal, financial, or medical advice. For certain areas of expertise, your Care Advocate may connect you with professionals in specialized practices that can address your questions and concerns. Lively utilizes third-party resources to connect customers with such professionals. Lively is not responsible for any acts or omissions, including negligence, by these third-party partners or the professionals or services recommended by them. Care Advocate services provided by state-licensed social workers available in some locations. For more information about our Care Advocates, please view the Services & Apps FAQs on our Support page

18.5. Amazon Alexa

Certain phones include access to Alexa. Alexa is only available when your phone is powered on, flipped open (for flip phone users) and the screen is lit. Visual cues on your phone will indicate when Amazon Alexa hears you, and if the volume on your phone is turned up, an audio tone will also sound.

We did not create software that enables Alexa. We cannot guarantee that Alexa will hear you correctly, will correctly translate what you said, or will operate the way you expect it should work. By enabling Alexa, you understand and agree that we are not responsible for inaccuracies in your communications and interactions with Alexa.

By using Alexa, you agree to comply with the Alexa Terms of Use, which can be found at www.amazon.com.

18.6. Lively Protection Plan

The Lively Protection Plan provides you the peace of mind should something go wrong with your Device that is not covered by the standard limited manufacturer’s warranty. Plan coverage includes: accidental damage from handling, battery replacement, normal wear and tear, mechanical failure, and accessories. Click Lively Protection Plan to learn more.

Once you have added the Lively Protection Plan, you may request a replacement covered under your plan once per 12-month period after an initial 60 day wait period. The cost of the plan is $3.50 per month/per phone for Jitterbug Flip and Smart phones and $2.50 per month/per safety device for safety devices, like the Lively Mobile Plus. The monthly service charge for your plan will be billed in your phone or safety device invoice. If you are enrolled in automatic monthly payments, the Lively Protection Plan monthly service fee will be charged along with your phone/device plan.

A service fee will be charged to obtain a replacement and will vary based on the type of product you purchased. You will receive a replacement phone/device within 2-3 business days via standard ground shipping. For an additional $10 on top of your service fee, we will expedite the shipping so that you receive your replacement within 1-2 business days.

Adding a Lively Protection Plan to your phone/device is easy. Just call a friendly Lively Customer Care Advisor at 1-800-733-6632 for assistance. Click Lively Protection Plan Agreement to view the specific Lively Protection Plan terms and conditions.

18.7. Lively™ Rides

Lively Rides is a concierge service. We do not provide cars, drivers or transportation services. Lively partners with Lyft, Inc. (“Lyft”), which operates a ridesharing platform (“Lyft Platform”). The Lyft Platform provides a marketplace where persons who seek transportation to certain destinations (“Riders”) can be matched with persons driving to or through those destinations (“Drivers”). When you contact Ask Lively by dialing “0” from your phone, you can request a ride to be arranged by a care agent through the Lyft Platform. The driving services provided by Drivers to Riders that are matched through the Platform will be referred to as “Driving Services”. The fee for your ride will appear on your next monthly bill.

Your use of the Lively Rides service is subject to the Lively Rides Terms and Conditions, available here, as well as the Lyft Terms of Service (www.lyft.com/terms) and Lyft Privacy Policy (www.lyft.com/privacy). Click Lively Rides to learn more.

19. Lively SIM Card Kit

The Lively SIM Card Kit is compatible with most devices. However, we cannot guarantee that every device will be compatible. Click SIM Card Kit Compatibility Chart (PDF) for a list of confirmed compatible devices. 

For the Service to function properly:

• Your account must be current;

• Your device must be unlocked;

• Your device must be running on Android 7.0 or above/iOS 17 or above;

• Your device must have Google Play Store/Apple App Store;

• The Lively app must be downloaded; and

• The device must be compatible with our network provider.

Customers with Preferred or Premium plans should test the Urgent Response button through the Lively app once the SIM Card Kit is activated to ensure compatibility. Preferred and Premium plans are not available on flip phones.

20. Location-Based Services

Lively offers two Services that utilize geolocation information from your device – Urgent Response and Lively Link.

Our Urgent Response service allows you to get help in emergencies big or small by pressing the Urgent Response button on your device. For Urgent Response, we use geolocation information from your device to help determine your location so that our care agents can provide location information to third-party providers, including emergency responders, and/or your authorized emergency contacts in case of an emergency. For Urgent Response, your location information is updated approximately every 30 seconds.

Lively Link keeps your loved ones updated on your health and safety. With Lively Link, geolocation information from your device is shared with your authorized loved ones, including historical location information for the past 30 days. Your authorized Link users are able to view your current location through push notifications, accessing the map in the Link app, and your previous locations in the daily and weekly summaries. For Lively Link, your location information is updated approximately every 20 minutes. For more information on how Urgent Response and Lively Link work, please review Section 9 or the FAQs on our Support Page.

Lively also uses geolocation information from your device to operate, evaluate and improve our business (including managing the Digital Properties, developing new products and services; enhancing and improving our products and services; managing our communications; analyzing our products, services, and customer base; performing data analytics; and performing accounting, auditing and other internal functions); and comply with and enforce applicable legal requirements and industry standards. To accomplish the above, Lively may share or disclose your geolocation information with our affiliates, business partners, third party vendors, suppliers, and service providers, and in response to request from governmental agencies, including law enforcement.

21. Customer Communications

You understand and agree that Lively, or its agents, may contact you for any purpose regarding your Service, Devices, or your My Account, including billing and collection, and any additional products and services we may offer, in any manner, including by phone, mail, email, text message, and push notifications. You agree that such contact may be to any mailing address, telephone number, cellular phone number, email address, or any other electronic address that you have provided, or may in the future provide, to us. You understand and agree that calls or text messages may be made using an automatic telephone dialing system or artificial or prerecorded voices, and SMS test messaging. You agree to notify us promptly if you can no longer be reached at a contact number, email or address you provided us. You represent that you have received the consent of any authorized users and other users on your account to be contacted by us as described in this Section. Your consent shall survive cancellation of your Services and your account.

22. Disclaimer Of Warranties

While we strive to ensure that our Services are provided without interruption and are accurate and reliable, we, and our suppliers, make no representation or warranty, either expressly or tacitly, for the accuracy, reliability, completeness, correctness or otherwise with respect to the Services and we assume no liability or responsibility of any kind for omissions or errors in the Services. Use of the Services is at your own risk.

TO THE FULLEST EXTENT PERMITTED BY LAW, WE, OUR SUPPLIERS, AND OUR THIRD-PARTY CONTENT AND SERVICE PROVIDERS DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, NON-INFRINGEMENT OR THIRD-PARTIES’ RIGHTS, AND FITNESS FOR PARTICULAR PURPOSE, AND FREEDOM FROM COMPUTER VIRUS. SPECIFICALLY, WE, OUR AFFILIATES, OUR SUPPLIERS, AND OUR THIRD-PARTY CONTENT AND SERVICE PROVIDERS MAKE NO REPRESENTATIONS OR WARRANTIES ABOUT THE ACCURACY, RELIABILITY, COMPLETENESS INCLUDING ERRORS OR OMISSIONS, CURRENTNESS OR TIMELINESS OF CONTENT, SOFTWARE, TEXT, GRAPHICS, LINKS, OR COMMUNICATIONS PROVIDED ON OR THROUGH THE USE OF THE SERVICES.

23. Manufacturer’s Limited Warranty

Click Standard Limited Warranty to learn more.

24. Limitations Of Liability

We assume no liability for or relating to (1) the delay, failure, interruption or corruption of any voice, call quality, or data transmitted on a device while using the Services; (2) dropped calls or interrupted service, or for problems caused by or contributed to by you, by any third-party, by buildings, hills, tunnels, network congestion, weather, or any other things we do not control, (3) any non-performance by us or any service provider caused in whole or in part by any equipment failure, act of God, natural disaster, strike, equipment or facility shortage, or other causes beyond the control of us or our service providers, (4) claims against you by a third-party; (5) damage or injury cause by our suspension or termination of your Service pursuant to Section 12; (6) any act or omission by a third-party; or (7) errors, defects, problems or mistakes in data or information we provide to you.

LIVELY WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES ATTRIBUTABLE TO YOUR USE OF ANY LIVELY PROPERTY OR ANY PRODUCT OR SERVICE PURCHASED THROUGH A LIVELY PROPERTY REGARDLESS OF THE TYPE OF THE CLAIM, UNLESS PROHIBITED BY LAW.

You agree that the limitations of liability and indemnities in these Terms will survive even after the Terms have ended.

25. Governing Law

To the fullest extent permitted by law, and except as explicitly provided otherwise, this Agreement and any disputes arising out of or relating to it will be governed by the laws of the State of California, in accordance with the Federal Arbitration Act, if applicable, without regard to its conflict of law principles, and by any applicable tariffs, wherever filed.

26. Our Relationship With You

This Agreement does not create any fiduciary relationships between you and us. It doesn’t create any relationship of principal and agent, partnership, or employer and employee, either.

27. Modification of This Agreement

We may update, modify, or change these terms from time to time with or without notice to you. Any changes, amendments, modifications, or supplements to this Agreement will be posted on the Lively website. The date of the latest version of the Agreement will be indicated at the bottom of this page. Be sure to check the Lively website from time to time to make sure that you are aware of the most recent Agreement, which will govern your use of our products and services.

Your continued use of the Services constitutes your agreement to any changes, modification, or updates.

28. We Can Assign This Agreement

We can assign this Agreement or your obligations to pay under it in whole or in part to anyone we choose. You cannot assign this Agreement or your obligations to anyone else without our prior written consent.

30. This Is The Entire Agreement

This Agreement, in additional to the policies and other terms referenced herein, is the entire agreement between you and us with respect to the Services and your device. It supersedes all other agreements or representations, oral or written, between us, past or present, and may not be amended except in a writing signed by us, unless otherwise stated herein. If any part of this Agreement is considered invalid, the rest of it will remain enforceable. No waiver of any part of this Agreement or of any breach of it, in any one instance will require us to waive any other instance or breach. In some circumstances we might decide to provide you service voluntarily even if you would not otherwise qualify. This will not be a waiver or require us to do so again.

31. Effective Date: Dec. 9, 2024