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, orders placed with a Shaxi account are refunded to the Shaxi wallet.
• For guest orders, contact Shaxi support with your reference and the phone number you paid with.

3.2 Change of mind, missed events, and rescheduling

• Tickets are not refundable for change of mind, late arrival or non-attendance.
• If an event is rescheduled, your ticket remains valid for the new date.
• Tickets bought while signed in can be transferred to another Shaxi user before the event. Guest tickets cannot be transferred.

3.3 Payment problems

• If your order cannot be completed, for example because tickets sold out while you paid: if money left your account, Shaxi returns it to your Shaxi wallet if you were signed in.
• If you bought as a guest and money left your account, contact Shaxi support with your reference and the phone number you paid with.
• 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: eligible refunds for orders placed with a Shaxi account go to the Shaxi wallet. Guest buyers should contact Shaxi support with their reference and the phone number they paid with.

Wallet money can be spent on Shaxi but can’t be withdrawn yet.

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, 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.