Refund Policy

This Refund Policy sets out the principles applicable to refunds, reversals, chargebacks, and similar transaction adjustments in connection with services provided by maxaa Ltd., operating under the brand “maxaa” (“maxaa”).

This policy forms part of the legal framework governing the use of maxaa’s services and must be read together with the applicable agreements entered into between maxaa and its business customers. In the event of any inconsistency, the applicable contractual agreements shall prevail.

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1. Scope and nature of services

maxaa provides business-to-business payment and crypto-asset infrastructure services to merchants and enterprise partners. maxaa does not sell goods or services to end customers and does not act as the merchant of record in relation to transactions processed through its systems.

Accordingly, maxaa does not offer consumer refunds and does not assume responsibility for refund obligations owed by merchants to their customers or cardholders.

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2. Merchant responsibility for refunds

All decisions regarding whether a refund is offered, the amount of any refund, and the handling of relationships with end customers or cardholders remain the sole responsibility of the merchant acting as the merchant of record.

Refunds may only be initiated by the merchant in accordance with the applicable contractual arrangements, technical capabilities, and payment method rules. maxaa does not independently initiate refunds.

Where contractually agreed and technically supported, maxaa may assist merchants operationally in processing refund instructions submitted by the merchant through supported channels. Such assistance does not transfer responsibility or liability to maxaa.

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3. Payment method limitations

The availability and feasibility of refunds depend on the payment method used.

Card payment refunds and reversals are subject to the rules, procedures, and time limits of the relevant card schemes and acquiring banks. Processing times and outcomes are determined by those third parties.

Bank transfers, alternative payment methods, and similar transactions may not be reversible once executed. In such cases, refunds may only be possible through a new transaction initiated by the merchant, subject to technical, legal, and compliance constraints.

Crypto-asset transactions are generally irreversible once confirmed on the relevant blockchain. As a result, refunds of crypto transactions may not be technically possible. Merchants are solely responsible for taking this transaction finality into account when offering crypto-based payment options to their customers.

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4. Fees and costs

Fees charged by maxaa, payment networks, banks, card schemes, blockchain networks, or other third parties are generally non-refundable, including in cases where a transaction is refunded, reversed, declined, or disputed, unless expressly agreed otherwise in writing.

Any costs incurred in connection with refunds, reversals, or disputes may be borne by the merchant.

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5. Refunds and chargebacks involving cardholders

Where merchants using maxaa’s services accept card payments from cardholders, chargebacks, retrieval requests, and disputes may be initiated by cardholders in accordance with the rules of the relevant card schemes and issuing banks.

Chargeback and dispute processes are governed exclusively by applicable card scheme rules and acquiring bank requirements. maxaa participates in such processes only to the extent required to comply with those rules, applicable law, and its contractual obligations.

The merchant acting as the merchant of record remains responsible for the underlying transaction, the relationship with the cardholder, and the substantive grounds of any chargeback or dispute. Merchants are required to provide accurate, complete, and timely information reasonably requested in connection with dispute handling.

Chargeback outcomes are determined by issuing banks and card schemes. maxaa does not control or guarantee the outcome of any chargeback, retrieval request, or dispute.

Economic liability for chargebacks, refunds, penalties, assessments, fines, and related costs imposed by card schemes, acquiring banks, or other third parties remains with the merchant, unless expressly agreed otherwise in writing.

Where required by card scheme rules, regulatory obligations, or internal risk management policies, maxaa may apply monitoring measures or controls relating to dispute levels or transaction quality. Such measures do not constitute acceptance of liability for chargebacks or disputes.

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6. Compliance and legal restrictions

maxaa may delay, suspend, or refuse the processing of refunds, reversals, or related transactions where required to comply with applicable laws, regulations, sanctions regimes, court orders, regulatory instructions, or internal compliance obligations, including anti-money laundering and fraud prevention requirements.

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7. No guarantees

maxaa does not guarantee that a refund request will be successful or processed within a specific timeframe. All refund-related actions are subject to technical feasibility, third-party processing, payment method rules, and legal constraints.

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8. Limitation of responsibility

To the fullest extent permitted by law, maxaa shall not be liable for losses arising from the inability to process a refund, delays in processing, chargeback outcomes, or the irreversible nature of certain transactions.

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9. Contact

Questions regarding refunds or chargebacks should be directed to the merchant responsible for the transaction. Merchants may contact maxaa through the agreed contractual support channels for operational assistance.