Refund, Cancellation & Complaints Policy
Effective date: 26 May 2026 - SourceAxis Global, operated by HubX Limited (UK 14722644 - Nigeria RC 8731221)
This policy applies to all SourceAxis Global clients. It sets out how we handle engagement fees, deposits, third-party costs, cancellations, delays and complaints.
1. The $700 engagement fee
The engagement fee is non-refundable once the initial consultation, assessment, feasibility review, export readiness review, document review or written scoping work has begun. If we are unable to accept your engagement after receiving payment, we will refund the fee in full within 14 days.
2. Service deposits
Each individual service requires a 50% non-refundable deposit before work begins. The deposit is non-refundable once work on the agreed service has started. The remaining 50% is due on delivery of the agreed deliverable or at the pre-agreed milestone confirmed in writing.
3. Cancellations before work starts
If you cancel before work starts, we may refund the unused portion after deducting payment processing fees, bank transfer fees, currency conversion losses, third-party costs already committed and a reasonable administrative handling charge of up to $75 per cancelled service.
4. Percentage-based services
For services priced as a percentage of order or cargo value, the deposit is due before work begins and the balance is due at the agreed shipment or delivery milestone. Amounts committed to suppliers, freight providers or logistics agents on your behalf are not refundable and remain payable by you.
5. Third-party costs
Payments made to inspection firms, laboratories, GACC registration agents, customs brokers, freight forwarders, certification bodies, escrow partners, banks, legal advisers, translators and logistics companies are governed by that provider's own terms and are not refundable by SourceAxis Global.
6. Delays outside our control
Refunds are not automatic where delay results from client inaction, incomplete documents, supplier delay, quality failure, buyer delay, customs review, government decision, logistics disruption, inspection failure caused by the goods, force majeure, payment delay or third-party system failure.
7. Delivery disputes
If you believe a delivered report, inspection result, supplier list, document or other output does not meet the agreed written scope, raise this in writing within 10 business days of delivery. We will review the issue and confirm whether the service was delivered as scoped, whether a remedy is required or whether a partial refund or service credit is appropriate.
8. Complaints process
Email hello@sourceaxisglobal.com with the subject line Complaint and include your name, company, service reference, payment reference, project summary and preferred outcome. We aim to acknowledge complaints within 2 business days and provide a written response after review.
- Step 1: direct contact and acknowledgement.
- Step 2: formal review of scope, invoices, updates, documents and relevant third-party records.
- Step 3: senior escalation where the first response does not resolve the matter.
- Step 4: good-faith alternative dispute resolution before legal proceedings where appropriate.
