Refund Policy

Hexlist by Hexaco Global · Effective 3 November 2026

Hexlist works with a prepaid balance: you top up, and each product is paid for only when its listing goes live on Alibaba.com. This policy explains when money goes back to your balance automatically, when you can ask for money back, and how.

1. You are never charged for listings that don't go live

Just before Hexlist posts a product it reserves that product's price. If the listing is posted, the price is charged. If it ends as a draft, fails, is skipped or you stop the run, the reserved amount goes straight back to your balance — automatically, with no request needed. Every reservation, charge and return is shown in your Balance History.

The same goes for work on listings already in your Alibaba.com account: a live listing Hexlist couldn't raise to a score of 5 or more, an inactive listing Alibaba.com won't activate, a listing Alibaba.com is still reviewing, and an edit Alibaba.com refuses are not charged — the reserved amount goes straight back, and the listing is left as it was. Edits to listings Hexlist posted for you are always free.

2. Listings charged by mistake

If you were charged for a listing that did not go live on Alibaba.com, were charged twice for the same product, or a listing was posted wrongly because of a fault in Hexlist, tell us within 14 days of the charge. After we check it, we credit the full listing price back to your balance (or refund it to you, if you prefer and the conditions in section 3 are met).

This does not cover listings that went live and were later changed, hidden or removed by Alibaba.com because of the product information, photos or category you provided, Alibaba.com's own policies or reviews, or your Alibaba.com account's status.

3. Refund of unused balance

You can ask for the unused part of a top-up to be refunded within 30 days of the date we confirmed that top-up.
We refund what you paid, less the listings already charged from it. Balance is used in the order it was added.
Bonus balance (top-up bonuses, free-trial codes and promo codes) is a free extra, has no cash value, and is not refunded. If you are refunded, the bonus that came with that top-up is removed from your balance, and listings already paid from bonus balance are counted against the refund.
Refunds go back to the method you paid with, in the currency you paid, where possible. Bank, wallet or transfer fees and exchange-rate differences are deducted from the refund.
After 30 days, unused balance stays in your account and never expires; refunds after that are at our discretion.

4. Closing your account

If you close your Hexlist account, any unused paid balance from top-ups made in the last 30 days is refunded as described in section 3. If we close or suspend an account for a breach of our Terms of Service or the Hexlist Licence (for example copying or sharing the software, or a cancelled or fraudulent payment), we may hold any balance while we look into it.

5. Cancelled or disputed payments

If a payment is reversed, charged back or found to be invalid, the balance it added (and any bonus) is taken back and the account may be suspended until it is settled. Please contact us first — we can usually sort out any problem quickly.

6. How to ask for a refund

In the app: Help → Chat with support
WhatsApp: +92 307 0301111
Email: sales@hexacoglobal.com

We reply within 2 business days. Credits to your balance are made the same day they are approved; money refunds are sent within 7 business days of approval. You'll get an email when it's done.

7. Changes to this policy

We may update this policy. Changes apply to top-ups made after the date at the top of this page; we'll tell active customers about important changes by email. This policy does not limit any rights you have under the law.