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. 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.
4. Refund Destination
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 in this version.
5. How to Request Support Review
If you believe a payment or Shaxi system error occurred, contact support and include your payment reference, subscription 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.
6. Not Covered by This V1 Policy
This page focuses on Shaxi subscription refund corrections. 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.