Refund & Cancellation Policy

1. Overview & Operating Entity

This Refund & Cancellation Policy applies to all payments, token recharges, and subscription fees processed through PointNXT ("Platform"), operated by AdaptNXT Technology Solutions Pvt. Ltd., headquartered in Bengaluru, Karnataka, India.

We aim to provide simple, friction-free pricing for e-commerce order management, sub-second inventory synchronization, multi-channel carrier routing, and automated GST invoicing. We operate with complete billing transparency so merchants can scale their operations with confidence.

2. 1,000 Free Order Trial Credits

We believe merchants should experience PointNXT's speed and reliability before making any financial commitment.

• Automatic Credit Allocation: Upon registering a new merchant account at pointnxt.com, you automatically receive 1,000 free order processing credits.
• No Credit Card Required: Trial activation requires zero payment details or credit card information.
• Full Feature Access: Free credits grant access to all core platform features, including 25+ sales channel integrations (Amazon, Flipkart, Meesho, Myntra, Nykaa, Shopify, ONDC), automated courier assignment (Delhivery, BlueDart, Shiprocket, Xpressbees), and bulk GST label printing.
• Evaluation Period: Free trial credits do not expire as long as your account remains active, providing ample time to test system performance.

3. Pay-As-You-Ship Token Rules & Wallet Balances

PointNXT operates on a transparent pay-as-you-ship token model:

• 1 Order = 1 Token: Exactly one (1) token is consumed from your active wallet balance whenever an order is processed or fulfilled via PointNXT.
• Non-Expiring Tokens: Purchased token balances remain in your active merchant wallet indefinitely and do not expire as long as your merchant account remains active.
• Auto-Recharge Flexibility: Merchants can configure automated wallet top-ups or manually purchase credit bundles as needed.
• GST Invoicing: All paid token recharges include statutory Goods and Services Tax (GST). Tax invoices are generated immediately for download in your billing dashboard.

4. Subscription Cancellations & Plan Adjustments

Merchants subscribed to custom enterprise plans or recurring monthly service tiers enjoy complete self-service flexibility:

• Self-Service Cancellation: You can cancel your monthly subscription or disable auto-recharge settings at any time directly from your PointNXT billing dashboard.
• Effective Date of Cancellation: Subscription cancellations take effect at the end of the current paid billing cycle. You will retain full access to platform features and remaining token balances through the end of the active cycle.
• Plan Upgrades & Downgrades: When upgrading to a higher enterprise tier, pro-rata credits for unexpired subscription days are applied automatically toward your new plan.

5. Refund Eligibility Matrix

To maintain fairness, refund requests are evaluated according to the following eligibility criteria:

6. How to Submit a Refund Claim

If you believe you are entitled to a refund or credit adjustment under the criteria above, please follow these steps:

1. Send an Email: Write to our dedicated billing team at billing@pointnxt.com or queries@pointnxt.com.
2. Include Required Details:
   • PointNXT Merchant Account ID / Registered Email Address
   • Transaction Reference Number / Invoice ID
   • Date and Amount of Charge
   • Detailed reason for the refund request (e.g., duplicate charge screenshot)
3. Claim Evaluation: Our billing team will acknowledge your request within 24 hours and complete verification within 2 business days.
4. Refund Execution: Approved refunds are credited directly back to the original payment source within 5 to 7 business days.

7. Payment Gateway Methods & Processing Timelines

All approved refunds are remitted through our secure payment gateway partners (Razorpay, Paytm, Stripe) directly back to the original payment instrument used during checkout:

• UPI & Net Banking: 2 to 4 business days to reflect in bank statement.
• Credit & Debit Cards: 5 to 7 business days (depending on issuing bank billing cycles).
• Wallet Payments: 24 to 48 hours back to the source digital wallet.

8. Enterprise Billing Support & Contact

Our dedicated billing specialists are available during business hours to assist with invoice queries, volume enterprise contracts, or credit adjustments: