Refund Policy

Scope of this policy

Capexium provides digital marketplace services, including CPX credit packs, subscription plans, listing submission actions, contact request actions, account profile distinction, and listing visibility packages. This policy applies to payments made for those digital services through Capexium or an approved payment provider.

This policy separates monetary refunds from CPX credit restoration. A monetary refund returns money to the original payment method. CPX credit restoration returns eligible credits to the customer’s Capexium wallet.

Digital delivery and no physical returns

Capexium sells digital access and digital marketplace services only. There are no physical goods, shipping methods, delivery destinations, or physical product returns.

• CPX credits are delivered to the customer’s Capexium wallet.
• Subscriptions are delivered through account access and monthly CPX allocation.
• Listing visibility packages are delivered as timed digital exposure on the marketplace.
• Profile distinction badges are delivered as account-level presentation and credibility features.

Monetary refunds

Monetary refunds are available only when Capexium approves a refund review under this policy. If approved, the refund is generally returned to the original payment method used for the purchase, unless another method is required by the payment provider, card network, bank, wallet provider, or applicable law.

• Refund requests must identify the account, payment, date, amount, and reason for the request.
• Approved refunds may be full or partial depending on what was purchased and what value was already delivered.
• Refunds cannot exceed the original amount paid for the relevant transaction.
• Payment provider fees, bank charges, currency conversion costs, and network fees may be non-refundable unless required by applicable law or provider rules.

Refund review period and processing time

Capexium aims to review complete refund requests within 5 business days. A request is complete when the customer has provided the account email, transaction reference, purchase date, amount paid, payment method if available, and a clear explanation of the issue.

Once Capexium approves a monetary refund, the payment provider, card network, bank, or wallet provider controls the time required for the funds to appear on the customer’s statement or account. Processing times may vary by payment method, issuing bank, region, and currency.

When monetary refunds may be approved

Capexium may approve a monetary refund or partial refund where we confirm one of the following:

• A duplicate payment was charged for the same purchase.
• The customer was charged an incorrect amount.
• The purchased digital service was not delivered due to a Capexium platform-side error.
• CPX credits were not issued after a successful payment and cannot reasonably be restored.
• A subscription charge was processed after a valid cancellation request that Capexium had accepted before the renewal or access period.
• A refund is required by applicable law, payment provider rules, or card network requirements.

CPX credit restoration

CPX credit restoration is not the same as a monetary refund. In some cases, Capexium may restore CPX credits to the customer’s wallet instead of returning money to the payment method. CPX restoration may apply where the customer paid successfully but a marketplace action did not complete as intended under Capexium’s platform rules.

• Eligible declined contact requests may result in CPX restoration to the wallet.
• Eligible rejected listing submissions may result in CPX restoration when the applicable submission rules allow it.
• Incorrect wallet deductions may be corrected by restoring CPX credits.
• Used CPX credits are generally not restored unless Capexium confirms an error.

CPX Packs

CPX Packs are one-time purchases of digital credits. Once purchased credits have been delivered to the user wallet or used for marketplace actions, CPX Pack purchases are generally non-refundable.

• Unused CPX Pack balances may be reviewed in exceptional cases.
• Used CPX credits are not refundable unless Capexium confirms a platform-side processing error.
• CPX Packs do not expire unless otherwise stated in the applicable product terms.

Subscription plans and cancellation

Subscription plans provide monthly CPX credits and active account benefits during the selected term. Subscription charges are generally non-refundable once the term has started, access has been provided, or monthly CPX credits have been issued.

• Customers may request cancellation of future renewal or future access where applicable.
• Cancellation does not normally create a refund for an active term that has already started.
• Monthly subscription credits reset each billing cycle and do not roll over.
• Included profile distinction benefits apply only while the subscription remains active.

Listing submissions and marketplace actions

Listing submission charges, listing edits, contact requests, and other marketplace actions are digital services. Once the action has been processed, reviewed, accepted, unlocked, or otherwise delivered, the charge is generally non-refundable.

• If a paid listing submission is rejected and the applicable submission rules allow restoration, eligible CPX may be restored.
• Approved or published listings are considered delivered marketplace services.
• Accepted contact requests or unlocked communication access are considered delivered services.

Listing visibility packages

Featured, Premium, Spotlight, and similar visibility packages are time-based digital exposure services. Once a visibility package has started, it is generally non-refundable because marketplace exposure begins immediately.

• Featured visibility is applied for the selected active period.
• Premium and Spotlight visibility are delivered as timed marketplace exposure.
• Expired, completed, or partially used visibility periods are not refundable.

Profile distinction badges

Gold Verified, Elite Verified, and similar profile distinction benefits are digital account-level presentation features. Once activated, these benefits are generally non-refundable because the profile recognition and marketplace presentation value begins immediately.

Non-refundable situations

Unless required by law or confirmed as a Capexium platform-side error, refunds are generally not available for:

• Used CPX credits or completed marketplace actions.
• Accepted contact requests or unlocked communication access.
• Subscription periods that have already started and issued credits.
• Visibility packages that have started, expired, or been partially used.
• Activated profile distinction badges.
• User error, change of mind, failure to use purchased access, or failure to maintain account eligibility.
• Deal outcomes, investment returns, buyer interest, seller response, advisor engagement, or marketplace negotiation results.
• Dissatisfaction with another user’s conduct unless Capexium separately confirms a platform policy violation requiring correction.

Disputes and chargebacks

Customers should contact Capexium support before opening a payment dispute or chargeback so we can review the transaction and attempt to resolve the issue. If a dispute or chargeback is opened, Capexium may temporarily restrict related CPX credits, subscriptions, visibility benefits, profile distinction, or marketplace actions while the payment provider reviews the case.

Capexium may provide account activity, delivery records, wallet ledger entries, purchase details, service usage records, and communication history to the payment provider when responding to a dispute.

How to request a refund review

To request a monetary refund review, CPX credit restoration, cancellation review, or wallet correction, contact Capexium support at [email protected] or through the contact page. Include your account email, purchase reference, transaction date, amount paid, payment method if available, and a short explanation of the issue.

Incomplete requests may take longer to review if additional information is required.

Policy updates

Capexium may update this Refund Policy as platform products, pricing, payment flows, legal requirements, or marketplace features evolve. The latest published version applies to future purchases and refund review requests.