Wallet, Payment and Refund Policy

1. Wallet types

Each store on Lavix has 4 wallets with different purposes. Wallet balances are prepaid credit for using Lavix's services; they are not bank deposits and do not earn interest.

2. Order of fee deduction

Service fees are deducted in the following order: Welcome Wallet → Referral Wallet → Store Wallet. AI costs are deducted from the AI Wallet, with granted AI credit used first, followed by the funds the store has topped up; unless a promotional programme allows the Welcome Wallet to be used for AI. Fees for each market and feature are published on the Pricing page.

3. Welcome Wallet

• This is promotional credit that Lavix grants to new stores after they register and verify their information, under the programme announced from time to time. Its purpose is to let stores try the service and see their first results before paying themselves.
• It is valid for 90 days from the date it is credited to the wallet. Upon expiry, any unused portion is automatically cancelled.
• It may not be withdrawn, refunded, converted into cash or transferred to another wallet or store.
• Each individual or business may receive it only once. Lavix reserves the right to reclaim it if it detects multiple accounts or stores being created to obtain the promotion.

4. Referral Wallet and commissions

• You earn commissions when a store that registered through your referral link actually spends on Lavix services. Commission rates and conditions are published on the Pricing page.
• No commission is earned on spending paid from the referred store's Welcome Wallet or Referral Wallet.
• Commissions are reclaimed if the corresponding spending is refunded or cancelled, or if self-referral, fake referrals or fraud is detected.
• Referral Wallet balances may only be used to pay Lavix service fees and may not be withdrawn, refunded or transferred.

5. Store Wallet and COD collection funds

• The store can top up the Store Wallet using the methods displayed in the application.
• When using Lavix's fulfillment service, the COD amounts paid by buyers are collected by Lavix under the store's authorisation. Only after reconciliation with the carrier has been completed does Lavix offset the fulfillment fee, shipping fee and other agreed fees, and then credit the remaining amount to the Store Wallet.
• COD funds that have not yet been reconciled are shown as pending and cannot yet be withdrawn.
• Lavix reconciles automatically every day. The result of each reconciliation is displayed in the application. If the store detects a discrepancy, it must submit a complaint within 14 days from the date of that reconciliation, together with the relevant order codes. After this period, the reconciliation result is deemed to have been accepted by the store and serves as the basis for invoicing and the performance of tax obligations.

6. AI Wallet

• The AI Wallet is topped up and denominated in USD. AI costs are deducted based on actual usage and the published price list.
• New stores may be granted AI credit after registering and verifying their information, under the programme announced from time to time. This credit is used before topped-up funds, is subject to the same validity period and conditions as the Welcome Wallet (section 3), and may not be withdrawn, refunded or converted into cash.
• Amounts already used are not refundable. Topped-up funds that have not been used are refunded in accordance with section 7.

7. Withdrawals and refunds

The store may request withdrawal or refund of the full available balance of the Store Wallet and the unused topped-up funds of the AI Wallet at any time.

• Who may request: only the Store Owner.
• Receiving account: must be in the name of the Store Owner or the legal entity that owns the store, and must be verified in Lavix's payout section. Lavix does not transfer funds to third-party accounts.
• Processing time: a maximum of 3 business days from the time both the request and the receiving account have been fully verified. The time taken by the bank or payment gateway to process the transaction is not counted within these 3 days.
• Fees and exchange rates: transfer fees and conversion exchange rates (if any, especially for the AI Wallet denominated in USD) are notified in advance so that you can confirm the request. These fees are borne by the recipient.
• Holds: Lavix may place a hold on a withdrawal if there are signs of fraud, an unresolved reconciliation dispute, or at the request of a competent authority. In such cases, we will notify you of the reason and the expected duration.

8. Closing a store or termination of the service

• Before deleting a store, please withdraw the balances of the Store Wallet and the AI Wallet. If any refundable balance remains, Lavix will contact the Store Owner by email to make the refund within the data retention period (90 days).
• If Lavix itself discontinues the service, the full available balance of the Store Wallet and the unused topped-up funds of the AI Wallet will be refunded to the store.
• Balances of the Welcome Wallet, the Referral Wallet and granted AI credit are cancelled when the store is deleted.

9. Fraud and abuse

Where fraud, money laundering, top-ups from unlawful sources of funds, or abuse of promotions and commissions is detected, Lavix has the right to reclaim promotions and commissions, temporarily lock wallets and accounts, and cooperate with competent authorities in accordance with the law.

10. Contact

For any requests regarding wallets, reconciliation and refunds, please contact:

• Operator: HC Group Sole Co., Ltd (ບໍລິສັດ ເຮັດຊີ ກຣຸບ ຈຳກັດຜູ້ດຽວ)
• Enterprise Registration Certificate No.: 1464/ຈທວ, issued on 31/07/2024 in Nakhonluang Vientiane
• Enterprise code / tax identification number: 886836352-000
• Address: Ban KhamHuang (Unit 03), Muong Xaythany, Vientiane Capital, Lao PDR
• Email: [email protected]