Refund & Cancellation Policy
Asetrix (asetrix.online) is a software and data platform. Customers buy prepaid wallet credit in South African Rand and draw it down as they use our metered APIs and on-site tools. This policy explains how top-ups, refunds, cancellations and disputes are handled. It applies to all payments processed through our payment partner, Paystack.
How billing works
- Prepaid wallet. You top up your account wallet with a once-off card payment. The amount you pay is credited to your wallet (larger top-ups include a bonus).
- Pay per use. Each successful API call or on-site check deducts that service's price from your wallet balance. Vehicle valuation search and brand logos are free and never charge the wallet.
- Failed calls are never charged. If a request does not complete successfully (no data returned), no amount is deducted.
- No expiry, no subscription. Wallet credit does not expire and there is no recurring billing, you are only charged when you top up.
Refunds
- Unused wallet balance is refundable. You may request a refund of your remaining, unused wallet balance at any time. Approved refunds are returned to the original payment method, normally within 5–10 business days.
- Delivered services are non-refundable. Amounts already deducted for data, reports or verifications that were successfully delivered are not refundable, because the service was rendered and we incur a cost per lookup from our data providers.
- Billing errors. If you were charged for a call that failed or were billed in error, we will credit or refund the affected amount in full once verified.
- Duplicate / accidental top-ups are refunded in full if the credit has not been spent.
Cancellation
There is no contract or subscription to cancel, you can stop using the service at any time and no further charges will occur. To close your account and recover any unused wallet balance, email us and we will process the closure and refund the remaining credit.
Disputes & chargebacks
If you are unhappy with a charge or a result, please contact us first at support@asetrix.co.za, we aim to acknowledge within one business day and resolve refund or billing disputes within five business days. Because every transaction (top-up and per-call usage) is logged with a timestamp and reference in your account, we can quickly trace any payment. We would rather resolve an issue directly than have it become a chargeback; where a chargeback is raised, we will cooperate fully with Paystack and provide the supporting transaction records.
How to request a refund
Email billing@asetrix.co.za from your account email with your account name and (if applicable) the payment reference. We will confirm the eligible amount and process it to your original payment method.
Contact
Asetrix · support@asetrix.co.za · asetrix.online