At SplitX Solutions Private Limited, we are committed to providing high-quality, results-driven services for all our clients. In the rare case that issues arise, we are equally committed to resolving them fairly and transparently.

Issue Resolution Process

If you face any issues with the services provided by your SellerGeni Account Manager or through our platform, please reach out to our Escalations Team at escalations@sellergeni.com. Our experts will assess the concern and provide a resolution within 48 hours. We ask that customers allow 10 working days after the resolution is implemented to observe visible improvement in their account performance.

General Refund Policy

No Refunds After Pack Subscription:Once a subscription plan is purchased, no refunds will be issued under normal circumstances. Sellers are made aware of this policy at the time of sign-up via checkbox or agreement.

Exceptional Cases (Refund May Be Considered)

Refunds may be evaluated in the following scenarios only, subject to verification:

• Technical Failure: If the platform or service was completely non-functional for more than 48 hours, as verified by internal system logs. Example: Ads not running due to a platform bug on our end.
• Service Not Delivered: If no ads were launched or managed within the first 7 days of subscription and this can be confirmed with supporting evidence.
• Duplicate Payment: If the seller is charged multiple times for the same plan (based on transaction logs).

Non-Refundable Scenarios
Refunds will not be processed in the following cases:

• Low sales due to market conditions, product quality, or pricing issues/change.
• Seller’s failure to provide required assets such as creatives, keywords, budgets, product reviews etc.
• Changes in Amazon’s algorithm or policies that impact store or ad performance.
• Dissatisfaction based on expectations, without measurable service failure.
• Advertising Spend Policy - SellerGeni does not provide refunds for any amount spent on advertising campaigns. This includes ad spend incurred through our platform, tools, or optimization services. All advertising budgets are directly allocated to Amazon Ads and are non-refundable once utilized.

Pro-Rata Refunds (If Applicable)

In rare, approved cases, refunds will be processed on a pro-data basis, calculated from the date the delete request is accepted by SplitX Solutions Private Limited, regardless of the escalation date. Notes - Refunds are calculated on the subscription price paid (excluding GST)

Refund Timeline

Once a refund is approved and processed, the amount will take 7–10 working days to reflect in the customer’s account.