Refund Policy

1. Overview

Shaxi reviews refund requests through support. A refund is not automatic because a user cancels, stops using a service, goes offline, pauses selling, or lets a subscription expire.

Where support confirms a payment or Shaxi system error, Shaxi may approve a correction and credit the eligible amount to the user's Shaxi wallet.

2. Marketplace and Driver Subscriptions

Marketplace seller subscriptions and driver minute subscriptions are non-refundable except approved payment or Shaxi system errors.

2.1 Marketplace Seller Subscriptions

• No refund is given for unused subscription days, unused listing slots, seller inactivity, voluntary cancellation, expiry, suspension, or policy violation.
• If Shaxi approves a refund for an active paid seller subscription, paid access may be cancelled immediately and listing limits may be returned to the free-tier rules.

2.2 Driver Subscriptions

• No refund is given for unused minutes, going offline, choosing not to work, expiry, suspension, or policy violation.
• If Shaxi approves a refund for a completed driver subscription, Shaxi may remove remaining usable paid minutes from the driver balance up to the current balance.

3. Event Tickets

Ticket refunds work differently from subscriptions because a ticket is a purchase from an organizer, with Shaxi acting as the ticketing platform.

3.1 Cancelled events

• If an organizer or Shaxi cancels an event, every paid order is refunded automatically — you do not need to ask. You will be notified in the app when the refund has been issued.
• Refunds are sent back to the payment method you used where the payment provider supports it (mobile money or card via Paystack or Hubtel). Where a provider refund is not possible, or for wallet payments, the amount is credited to your Shaxi Wallet.

3.2 Change of mind, missed events, and rescheduling

• Tickets are generally non-refundable once purchased unless the organizer’s own refund policy, shown on the event page, says otherwise. Not attending, arriving late, or being refused entry for a ticket that was already used does not qualify for a refund from Shaxi.
• If an event is rescheduled, your ticket remains valid for the new date unless the organizer offers refunds.
• Where an organizer allows transfers, you may transfer an unused ticket to another Shaxi user from the app instead of seeking a refund.

3.3 Payment problems

• If your payment was captured but your order could not be completed (for example the tickets sold out while you were paying, or the reservation expired), the captured amount is returned to you automatically.
• Duplicate charges, wrong amounts, and orders marked paid without tickets being issued are reviewed by support as payment or system errors.

High-value ticket refunds may require an additional review by Shaxi before they are issued. Organizers should note that refunds issued to buyers are reversed from the organizer’s ledger and may be offset against future payouts.

4. Eligible Payment or System Errors

Shaxi may approve a refund correction only where support or finance confirms one of the following:

• duplicate charge;
• payment succeeded but subscription activation failed and cannot be corrected;
• wrong plan or wrong amount charged by Shaxi, the payment gateway, or a system error;
• Shaxi-caused service failure that made the paid subscription unusable;
• admin correction approved by support or finance.

5. Refund Destination

Subscriptions: approved subscription refunds are credited to your Shaxi wallet. Wallet credits can be used inside Shaxi according to the wallet and service rules available in the app. Shaxi does not process marketplace seller subscription or driver subscription refunds back to Paystack, Hubtel, card, or mobile money.

Event tickets: refunds are sent to the original payment method where Paystack or Hubtel supports the refund; otherwise, and for orders paid from your wallet, the amount is credited to your Shaxi wallet. Provider refunds can take several business days to appear.

6. How to Request Support Review

If you believe a payment or Shaxi system error occurred, contact support and include your payment reference, subscription or ticket order reference, phone number, date of payment, and a short explanation.

You can start from the refund support form, the Contact Us page, or the subscription refund Help Center article.

7. Not Covered by This Policy

This page covers subscription refund corrections and event ticket refunds. Trip fare adjustments, ride disputes, marketplace item disputes between buyers and sellers, escrow, wallet cash-out disputes, and safety complaints may follow separate review flows.

Shaxi may update this Refund Policy as products change. The latest version will be posted on this page.