Refund Policy.
Effective July 2, 2026. Both sides — buyers and operators — protected by default.
The headline rule: if a store owner does not process an order within 4 hours, the order is auto-cancelled and the buyer is refunded in full — Sellixy eats the cost, the owner is notified, and the next order moves on.
1. The 4-hour order SLA (the auto-refund)
Every order placed in a Sellixy store must be processed by the store owner inside Telegram within 4 hours of receipt.
If 4 hours pass without the owner approving, editing, or otherwise actioning the order, Sellixy automatically cancels the order and refunds the buyer in full to their original payment method.
The buyer receives an in-chat confirmation that the refund is on the way. Refunds typically clear in 5–10 business days depending on the bank or wallet.
The store owner is notified, the order is logged against the store's reliability score, and no penalty is deducted from the owner's earned balance.
2. Buyer-side refunds (beyond the SLA)
Item never shipped: full refund.
Item arrives damaged: full refund or a free replacement, buyer's choice. Photo evidence requested in chat.
Item materially not as described: full refund.
Lost in transit beyond the carrier's stated window: full refund.
Change of mind: case-by-case at Sellixy's discretion, typically allowed if the item has not shipped yet.
3. How a buyer requests a refund
Reply inside the same Telegram thread the order receipt arrived in, or type 'refund' in your Sellixy store chat.
The AI gathers the order number and reason. Routine cases are approved automatically; edge cases are escalated to a human in under 2 minutes.
Approved refunds are queued the same day and reach the original payment method within 5–10 business days.
4. Sellixy covers refund losses
When a buyer is refunded, Sellixy absorbs the loss. The refund amount is not deducted from the store owner's earned, cleared balance.
The only exception is verified, owner-caused fraud (e.g. fake fulfillment confirmations) — in which case Sellixy may reverse the related earnings.
5. Chargebacks
If a buyer files a chargeback through their bank, Sellixy handles the dispute on the store's behalf.
Owner balances are not debited for the chargeback amount during investigation. Verified fraud by the buyer is contested by Sellixy.
6. Subscription cancellation & Protected Balance on exit
The $25 monthly store subscription can be cancelled any time by telling your Sellixy store in chat.
Cancellation stops the next $25 charge immediately.
We do not offer partial refunds for unused days in an already-paid billing cycle. The store remains active until the period ends.
Any cleared, withdrawable balance at cancellation time is paid out on the next scheduled run (10th or 25th), subject to the standard 8% withdrawal fee.
Protected Balance (the 26% reserve held for 125 days) continues to release on schedule after cancellation. Each slice unlocks 125 days from the date it was originally placed on hold and is paid out on the next 10th or 25th run, minus the 8% withdrawal fee. Nothing is forfeited.
7. Contact
Refund or cancellation questions: type 'refund' or 'cancel' inside your Sellixy store chat. A human is in the thread in under 2 minutes.