Refund and Cancellation
1. Purpose & Scope
This Refund Policy explains when and how Gaian will refund fees or charge amounts related to the use of the Services. It applies to Business Users and End Users worldwide unless superseded by a specific written agreement.
2. Categories of Fees
Gaian fees generally fall into three categories:
Transaction Fees – percentage‑based or fixed fees charged on each payment processed via the Gaian API/SDK or consumer app.
Subscription or Platform Fees – recurring fees for premium features, enhanced support or usage tiers.
Ancillary Fees – one‑off charges such as expedited payouts or bespoke professional‑services engagements.
3. Eligibility for Refunds
A refund may be granted in the following circumstances:
Duplicate or Erroneous Charges – where the same transaction fee has been applied multiple times, or a fee was charged in error.
Service Outage – a documented, unplanned Service outage of ≥ 30 consecutive minutes that directly prevented transaction processing and for which Gaian is solely responsible.
Regulatory Reversals – where a regulator or payment network mandates reversal of a transaction and related fees.
Consumer‑Initiated Refunds – when an End User successfully requests a refund from a Business User and the associated transaction fees qualify for rebate under Section 9.4 of the Terms of Service.
4. Non-Refundable items
The following are not refundable:
Network or third‑party processing fees (e.g., card‑scheme interchange, blockchain gas fees) that Gaian passes through at cost.
Fees incurred due to your breach of the Agreement, including chargeback fees.
Professional‑services fees once the service has been rendered.
5. Request Procedure
To request a refund, email [email protected] within 30 days of the charge date and include:
Your legal entity name (or personal name for End Users);
Account ID and email address registered with Gaian;
Transaction ID(s) and amount(s) in dispute;
Description of the reason for the refund claim;
Supporting documentation (e.g., receipts, error logs, regulatory notice).
Gaian will acknowledge receipt within two business days and may request additional details to evaluate your claim.
6. Evaluation & Decision
We review refund requests on a case‑by‑case basis. A decision will typically be issued within 15 business days of receiving complete information. Approval or denial will be communicated in writing.
Method & Timing of Refunds
7. Method & Timing of Refunds
Approved refunds will be credited to the original funding source (e.g., bank account, card, digital wallet) where technically feasible. Processing times vary by payment method and may take 5‑10 business days after approval.
Chargebacks vs. Refunds
8. Chargebacks vs Refunds
End Users should attempt to resolve disputes directly with the merchant or via the in‑app refund flow before initiating a chargeback. Chargeback requests are governed by card‑network rules or blockchain protocols and may incur additional fees under Section 6 of the Terms of Service.
Modifications to This Policy
9. Modifications to This Policy
Gaian may amend this Refund Policy from time to time. Material changes will be posted on our website or communicated in‑app at least 14 days before taking effect.
10. Contact
Questions about this Policy? Email [email protected]
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