Refund & Return Policy

At SmartAxis Tech, we provide the digital infrastructure that powers your business. This policy outlines the technical protocols for handling transaction discrepancies, service interruptions, and credit reversals within our API-based digital service platform.

1. The Nature of Digital Services

As SmartAxis Tech provides intangible, API-driven digital services and payment solutions, “returns” of physical goods do not apply. Once a digital service (such as an API call, utility bill payment, or balance top-up) has been successfully executed and confirmed by the upstream provider, the transaction is considered final and non-reversible.

2. Transaction Discrepancies & Failed Pulsing

We understand that in digital ecosystems, technical timeouts can occur.

• Failed Transactions: If a transaction fails at the gateway level but the funds have been deducted from your business wallet, our system is programmed to trigger an automatic reconciliation within 24–48 hours.
• Pending Status: In cases where a transaction remains “Pending” due to upstream provider delays, no refund can be initiated until a final “Success” or “Failure” status is received from the network.

3. Refund Eligibility Criteria

Refunds or balance credits to your SmartAxis Tech business account will only be considered under the following technical conditions:

• Duplicate Processing: If our API processes the exact same transaction ID twice due to a documented system glitch on our end.
• Service Non-Delivery: If a digital service was paid for but never delivered due to a verified outage of the SmartAxis Tech platform (excluding scheduled maintenance).
• Incorrect Settlement: If there is a verified discrepancy between your transaction logs and the actual settlement amount in your business dashboard.

4. The Reconciliation Protocol

To initiate a dispute or request a credit reversal, your technical team must follow these steps:

1. Log Submission: Email support@smartaxistech.online within 72 hours of the transaction with the specific Transaction ID (TID), Timestamp, and API Response Code.
2. Technical Audit: Our engineering team will conduct a log audit to verify the failure point within 3 business days.
3. Credit Issuance: Verified discrepancies will be credited back to your SmartAxis Tech business wallet immediately upon approval. We do not provide cash-out refunds for business wallet balances unless the merchant account is being formally closed.

5. Chargebacks & Disputes

Any unauthorized chargebacks initiated through a banking partner without first following our internal reconciliation protocol will result in an immediate temporary suspension of API access. We prioritize direct B2B communication to resolve technical balance errors.

6. Service Termination & Wallet Balance

In the event of contract termination, any remaining “unutilized” balance in your business wallet will be refunded to your registered corporate bank account within 15 business days, subject to a final audit and any applicable administrative processing fees.