ImportAI Refund & Cancellation Policy

1. Overview

This policy explains how cancellations, refunds and compensation work for purchases made through ImportAI. It forms part of, and should be read together with, our Terms of Service.

ImportAI facilitates the procurement of third-party products. Because transactions involve third-party sellers, marketplaces, procurement providers, warehouses, carriers and payment providers, the available outcome depends on the stage the transaction has reached. We describe those stages below.

2. Your statutory rights

Nothing in this policy excludes, restricts or modifies any right or remedy you have under applicable consumer law that cannot lawfully be excluded, restricted or modified. Where this policy conflicts with such a right, that right prevails to the extent of the conflict.

3. Cancellation and refund by transaction stage

The following stages describe how a cancellation or refund is generally handled. The applicable amount depends on what has already been incurred or recovered.

A. Before payment. If you have not completed payment, no charge is taken. You may simply not proceed, or reject the approval.

B. After payment but before procurement is initiated. If you request cancellation before ImportAI has submitted procurement orders, ImportAI will attempt to stop the transaction. Where nothing has been incurred or paid to a third party, the amount you paid is refunded.

C. Procurement initiated. Once a procurement order has been submitted to a marketplace or procurement provider, the transaction may become difficult or impossible to reverse. ImportAI will take reasonable steps to cancel where the provider permits it. Where a third party cannot or does not reverse the transaction, the amount recoverable may be limited to what can be recovered from that third party.

D. Procurement failed. If a procurement order fails, ImportAI refunds the corresponding amount, less any portion that has already been irreversibly incurred or paid to a third party that cannot be recovered.

E. Seller cancelled or item unavailable. If a seller cancels or an item becomes unavailable, ImportAI refunds the corresponding amount once the relevant recovery, if any, is resolved.

F. Partial basket failure. Where a multi-item purchase is only partially fulfilled, the treatment follows the partial-fulfilment setting associated with your approval. Unless your approval provides otherwise, ImportAI pauses the affected purchase rather than substituting items, and refunds or continues the affected portion accordingly.

G. Successfully procured. Once an item has been successfully procured from a seller, it may not be possible to cancel that procurement. Where cancellation is still possible and permitted by the seller, ImportAI will facilitate it and refund the corresponding amount, less any non-recoverable costs.

H. Warehouse or QC issue. If an item is found at the warehouse to be damaged, incorrect or otherwise not as expected, ImportAI will investigate and take reasonable steps, which may include raising the issue with the seller or provider and arranging a refund, replacement or other resolution where available.

I. International shipping created. Once an international shipment has been created, certain shipping and handling costs may already have been incurred. A refund in this stage may therefore be limited to amounts that have not already been incurred or that can be recovered.

J. International shipment in transit. Once a shipment is in transit, the transaction is generally not cancellable. If a problem occurs, ImportAI will work with the relevant providers toward a resolution.

K. Delivered. Once an item has been delivered, refunds are handled under the applicable seller, marketplace, carrier and consumer-law rules, and under any resolution ImportAI can obtain from the relevant third parties.

L. Lost, damaged or wrong item. If an item is lost, arrives damaged, or is not the item you approved, contact us. ImportAI will investigate with the relevant providers and pursue an appropriate resolution, which may include a refund or replacement where available.

4. How refund amounts are calculated

Refunds are calculated against the amount you actually paid to ImportAI for the affected portion of a transaction. Depending on the circumstances and the stage reached, a refund may be:

• a full refund of the affected amount where nothing has been irreversibly incurred or where recoverable amounts cover it;
• a partial refund where some costs have already been incurred or cannot be recovered from a third party; or
• a refund of the unused portion of the cost contingency, where the final landed cost is confirmed to be lower than the amount paid.

The cost contingency is not ImportAI revenue; it exists to absorb differences between estimated and actual costs. Once applicable costs are finalized, any unused amount will be reconciled and, where a refund is due, returned through the applicable payment method or payment provider.

5. Procurement failure and third-party recoveries

Where a refund depends on amounts recovered from a third-party marketplace, seller or provider, ImportAI will take reasonable steps to recover those amounts. Some refunds may therefore be settled once the relevant recovery is resolved. We will keep you informed of the outcome.

6. Unused contingency and excess amounts

Where the amount you paid exceeds the final confirmed amount, the difference will be reconciled and any amount due back to you will be refunded through the applicable payment method or payment provider. Where the final amount exceeds the amount you paid, ImportAI will present the additional amount and ask for your approval before charging anything further.

7. Duplicate or erroneous payments

If a duplicate or erroneous payment occurs, contact us and we will investigate and refund the affected amount.

8. How refunds are processed

Refunds are normally returned through the applicable payment method and payment provider used for the original transaction, where that provider supports it. Refunds may be issued in the same currency as the original charge. Currency conversion differences, if any, are determined by the payment provider or your bank.

Payment providers and banks can require additional processing time after ImportAI initiates a refund, and ImportAI does not control that timing.

9. Chargebacks and payment disputes

If you have a problem with a transaction, please contact us first at hello@securegloballabs.com so that we can try to resolve it. Nothing in this policy prevents you from exercising any lawful right you may have to raise a payment dispute or chargeback with your payment provider. Where a dispute appears fraudulent or abusive, ImportAI may investigate and may provide relevant transaction, procurement and delivery records to the applicable payment provider.

10. Contact

To request a cancellation or refund, or to ask about an existing one, contact hello@securegloballabs.com.