Refund and Return Policy — Axova
1. Introduction
This policy sets out when money is refunded, and when goods can be returned, on Axova.
Axova is operated by Solvix Labs PLC, Addis Ababa.
It covers two relationships:
- Part A: Merchants who pay Axova for a subscription.
- Part B: Buyers who purchase from merchants on Axova storefronts and AxoMarket.
Nothing in this policy reduces any right a buyer has under Ethiopian law, including the Trade Competition and Consumers Protection Proclamation No. 813/2013.
2. Part A: Merchant subscriptions
Subscription fees are not refundable, except in the specific cases below.
2.1 Trial fee
The one-time ETB 300 trial fee is final and not refundable. It is refunded in full only if Axova fails to activate the merchant's account.
2.2 Monthly plans
- Plans renew automatically each month.
- A merchant who cancels within 3 days after an automatic renewal receives a full refund of that renewal.
- After those 3 days, no refund is given for the current month. The service continues until the month ends, and cancelling stops the next renewal.
2.3 Upgrades and downgrades
- Upgrade: takes effect immediately. The merchant pays only the price difference for the rest of the current month.
- Downgrade: takes effect at the next renewal. No credit or refund is given for the current month.
2.4 Billing errors
Duplicate or incorrect charges are refunded in full within 7 working days. The merchant must report the error within 30 days of the charge.
2.5 AI credits
Each plan includes a monthly allowance of Oxa AI credits. Unused credits expire at the end of each billing month and do not carry over. Credits have no cash value and are never refunded.
2.6 Account suspension or termination
- Merchant broke Axova's rules: no refund of any fee paid.
- Axova ends the service with no fault by the merchant: the unused part of the current month is refunded.
- In both cases, the merchant remains responsible for any refunds owed to buyers.
3. Part B: Buyer purchases
Every buyer on Axova gets a refund or replacement for a faulty, wrong, damaged or missing order, whatever store they buy from.
3.1 Who is responsible
- Merchant storefronts: the merchant is the seller and is responsible to the buyer. Axova provides the platform.
- AxoMarket: the merchant is the seller, and Axova shares responsibility. If a merchant fails to resolve a valid claim, Axova makes sure the buyer is refunded and recovers the amount from the merchant.
3.2 Buyer rights every merchant must honor
The buyer is entitled to a full refund or a replacement when:
- the item is defective;
- the buyer received the wrong item;
- the item was damaged during delivery;
- the order never arrived.
Merchants may offer more generous terms, but never less.
3.3 Return window
The buyer must raise a claim within 7 days of receiving the order.
Change-of-mind returns are optional. Each merchant sets and displays its own terms.
3.4 Items that cannot be returned for change of mind
- Perishables (food, fresh produce, flowers)
- Hygiene products (cosmetics, underwear, opened personal-care items)
- Custom-made goods
- Made-to-order goods
- Digital products
These items are still refunded or replaced if they are defective, wrong, damaged or never arrive.
3.5 Order cancellation
- The buyer can cancel for a full refund any time before a delivery driver accepts the order.
- For perishables, custom-made and made-to-order items, free cancellation ends once the merchant starts preparing the order.
- After a driver accepts, cancellation counts as a change-of-mind refusal (section 3.7).
- On cancellation, the merchant's stock is released automatically.
3.6 How refunds are paid
- Refunds go back to the original payment method within 7 working days of approval.
- Cash-on-delivery orders are refunded by bank transfer or telebirr.
3.7 Return and delivery costs
| Situation | Who pays the delivery cost |
|---|---|
| Merchant at fault (defective or wrong item) | Merchant |
| Item damaged during an AxoGo delivery | Axova / AxoGo |
| Change of mind, prepaid order | Buyer (deducted from the refund) |
| Change of mind, cash-on-delivery order refused at the door | Axova |
A buyer who refuses 2 cash-on-delivery orders without a valid reason is flagged. Cash on delivery is then disabled for that buyer.
3.8 Axova commission on refunded orders
Axova's per-sale commission is reversed only when the merchant is not at fault. When the merchant is at fault, Axova keeps the commission.
3.9 Disputes
- The buyer raises the complaint in the app, by email, or through the call center.
- The merchant has 72 hours to respond.
- If the merchant doesn't respond, or the buyer and merchant disagree, Axova decides. AxoGo delivery records (OTP confirmation and GPS tracking) are used as evidence.
- Axova's decision is final on the platform. Axova may deduct the refund from the merchant's pending payouts.
3.10 Tax records
When a refund is made on a sale that carried a fiscal tax invoice, a credit note is issued and filed with the Ministry of Revenues under Directive No. 1142/2026.
4. Part C: General
4.1 Contact and response time
Refund and return requests can be made in the Axova app. Axova responds within 1 working day.
4.2 Language
This policy is published in Amharic and English. Both versions are equally authoritative.
4.3 Changes to this policy
Merchants receive 14 days' notice before any change takes effect. Buyers are covered by the version in force on the date of their order.
4.4 Governing law
This policy is governed by the laws of the Federal Democratic Republic of Ethiopia.