Refund Policy

1. Overview

At Tixty, we operate on a pay-as-you-go model where users top up their accounts with credits that are automatically deducted based on service usage. This Refund Policy outlines the conditions under which we offer refunds for account top-ups and unused credits.

This policy is part of our Terms and Conditions and is governed by the laws of Nepal. By using our services, you agree to the terms of this Refund Policy.

2. Account Top-Ups and Credits

Our billing system works as follows:

• Users add funds to their Tixty account through various payment methods
• These funds are converted to credits in the user's account
• Credits are automatically deducted based on service usage
• Users can monitor their credit balance and usage in real-time through their dashboard

3. Eligibility for Refunds

You may be eligible for a refund under the following circumstances:

3.1 Unused Credits

If you have unused credits in your account and wish to close your account, you may request a refund for the remaining balance. A processing fee of 5% (minimum $5 USD) will be deducted from the refund amount.

3.2 Service Unavailability

If our services are unavailable for more than 24 consecutive hours due to our fault (excluding scheduled maintenance), you may request compensation in the form of additional credits to your account. The compensation will be calculated based on the duration of the service interruption.

3.3 Billing Errors

If you have been incorrectly charged during a top-up transaction, you may request a refund of the incorrect amount. We will investigate all billing error claims promptly.

4. Non-Refundable Items

The following are not eligible for refunds:

• Credits that have been consumed for service usage
• Account top-ups older than 30 days
• Promotional or bonus credits provided at no cost
• Accounts terminated due to violation of our Terms and Conditions
• Premium feature purchases that have been activated

5. Refund Process

To request a refund, please follow these steps:

• Contact our support team at support@tixty.gg with the subject line "Refund Request"
• Include your account details, the transaction ID for which you're requesting a refund, and the reason for your request
• Provide any relevant information or documentation that supports your refund request

We will review your request and respond within 5 business days. If your refund is approved, we will process it within 10 business days.

6. Refund Methods

Refunds will be processed to the original payment method used for the purchase. Processing times may vary depending on your payment provider:

• Credit/Debit Cards: 5-10 business days
• PayPal: 3-5 business days
• Bank Transfers: 7-14 business days
• Other payment methods: Varies by provider

7. Nepalese Tax and Financial Regulations

As a company registered in Nepal, all refunds are processed in compliance with Nepalese financial regulations and the guidelines set by the Nepal Rastra Bank (Central Bank of Nepal).

7.1 VAT Refunds

For purchases that included Value Added Tax (VAT), the refund will include the VAT amount. In accordance with Nepalese tax law, we are required to maintain records of all VAT refunds and may need to report these to the Inland Revenue Department of Nepal.

7.2 International Refunds

For international customers, refunds may be subject to currency conversion rates at the time of processing. Any fees charged by intermediary banks or payment processors for international transfers are not covered by Tixty and may be deducted from the refund amount.

International refunds are processed in compliance with Nepal Rastra Bank's foreign exchange regulations. All refunds are processed in US Dollars (USD). In some cases, additional documentation may be required to process international refunds in accordance with these regulations.

8. Exceptions and Special Circumstances

We recognize that special circumstances may arise that are not covered by this policy. In such cases, refund requests will be evaluated on a case-by-case basis at our discretion.

For customers facing exceptional hardship or unusual situations, please contact our customer support team to discuss your specific circumstances.

9. Changes to This Policy

We may update this Refund Policy from time to time. If we make material changes, we will notify you by email or through our Services before the changes become effective. Your continued use of our Services after the effective date of the revised Refund Policy constitutes your acceptance of the changes.

10. Contact Information

If you have any questions about this Refund Policy, please contact us at:

Tixty
Kathmandu, Nepal
Email: support@tixty.gg