1. Purpose & Scope
This policy sets out the cases in which amounts paid for licenses/subscriptions on the OXU platform are and are not eligible for a refund, applicable to organization accounts. It does not apply to personal accounts, which will have a separate policy once introduced.
2. General Principles
The current payment method is crypto (USDT via MetaMask wallet). Blockchain transactions are irreversible — there is no automatic chargeback mechanism as with bank cards. Any refund (if approved) is processed manually, not automatically.
Displayed prices already include tax; tax is not itemized separately when calculating refunds.
Refund decisions are always made on a case-by-case basis by the Finance/CS team and are not automated at this time.
3. Cases NOT Eligible for Refund
Removing a license from an employee mid-billing-cycle — under the confirmed business rule, this does not trigger a refund and does not reduce the outstanding balance already incurred for that cycle.
Cancelling a plan mid-cycle — access remains active until the end of the paid cycle; the remaining time is not refunded.
Mid-cycle add-on licenses that have already been activated and prorated — once activated, the charge is considered complete and is non-refundable.
Accounts locked due to overdue payment (from day 16 onward) — this is a consequence of non-payment and does not create a refund obligation on OXU's part.
Data deleted after 90 days of overdue non-payment — licenses purchased prior to deletion are not refunded.
4. Cases That May Be Considered for a Refund (Exceptions)
The following cases may be considered for a partial or full refund after verification by the Finance/CS team:
- System errors resulting in a duplicate charge (double-charge) for the same transaction.
- Billing calculation errors caused by a technical issue (e.g. incorrect proration, incorrect unit price) confirmed by the engineering team.
- Extended service outages that prevent the organization from accessing or using the service for a significant period of time.
5. Refund Request Process
An organization may submit a refund request as follows:
- Send an email to [email protected] including: the relevant Transaction ID and Invoice ID, and a description of the reason for the refund request.
- The CS/Finance team verifies the transaction in the internal system and cross-checks it against the payment gateway.
- The organization is notified of the review outcome within a reasonable timeframe.
- If approved, the refund is processed manually to the same wallet address used for payment, within a reasonable timeframe after approval.
6. Billing Dispute / Chargeback Process
6.1 Scope – This section applies where an organization believes a charge was incorrect, duplicated, or resulted from an unauthorized transaction — as distinct from an ordinary refund request under Section 5, which applies to charges already confirmed as valid but falling under the refund exceptions in Section 4.
6.2 Why a Separate Process Is Needed – The current payment method (crypto via wallet) has no automatic chargeback mechanism as with bank cards (see Section 2). All billing disputes must be manually verified by the Finance/CS team before a decision is made to uphold the charge, adjust it, or move it into the refund process.
6.3 Submitting a Dispute – The organization sends an email to [email protected] including: the disputed Invoice ID or Transaction ID, a specific description of the reason for the dispute (for example: incorrect license count, a transaction not made by the organization, an incorrect unit price), and any supporting documentation or evidence, within a reasonable timeframe from the date the relevant invoice was issued.
6.4 Verification & Response – The Finance/CS team verifies the transaction in the internal system, cross-checks it against the payment gateway, and coordinates with the engineering team where a system error is suspected, responding to the organization within a reasonable timeframe. While verification is in progress, the disputed charge is not treated as confirmed valid or invalid.
6.5 Outcome – Following verification, the outcome may be: (a) the charge is upheld if confirmed valid, (b) the invoice is adjusted if an error is confirmed, or (c) the matter is moved into the refund process under Section 5 if it falls within the exceptions in Section 4.
6.6 Suspected Fraud – If a dispute relates to a suspected unauthorized access to a wallet or account, the Security team is engaged to assist with verification before Finance makes a final decision.
7. Contact
For any questions regarding this refund policy, please contact [email protected].