Refund Policy

1. How billing works

Xaler runs on a prepaid wallet. You add funds, and each chargeable API call is deducted at the rate applicable to your account at the time of the call. Every deduction appears in your wallet ledger and against the matching entry in your API call history, so any charge can be traced to the call that caused it.

2. What is charged

A call is chargeable once the underlying verification source has been queried. This includes:

• A successful verification.
• A valid query that returns no match, or a negative result. The source was still consulted and still billed us.
• A record legitimately returned as part of a multi-record response, where the service bills per record.

3. What is not charged

• A failure on Xaler’s side — our service being down, or an internal error.
• A request rejected before it reached the source, such as a validation error or an unauthorised key.
• A duplicate deduction caused by a defect in our billing.
• A call that never reached the source because of an outage there.

Where one of these is charged in error, we refund it to your wallet.

4. Wallet top-ups

Funds added to a wallet are a prepayment for future usage, not a purchase of goods. Because they are consumed as you call the APIs, a top-up is generally non-refundable once usage has begun against it. Two exceptions:

• Duplicate or mistaken payment — if the same amount is credited twice, or an amount was paid in error and is untouched, we return it to the original payment method.
• Account closure — if you close your account with an unused balance, you may request the remaining amount back, less any charges already incurred.

5. Raising a refund request

Email support@logas.tech with:

• Your company name and registered email.
• The Transaction ID or Request ID of the disputed call — both are shown on the API History page.
• The date of the call and a short description of the issue.

Please raise a dispute within 30 days of the charge. Beyond that the call may have passed out of our live history window and be harder to verify.

6. How we process it

• We acknowledge within 2 working days.
• We investigate against the call history and wallet ledger, normally within 7 working days.
• Where a refund is due, it is credited to your Xaler wallet by default, which is immediate.
• If you ask for the money back to the original payment method instead, allow 7–10 working days for it to appear, depending on your bank.

7. If you disagree with the outcome

Reply to the same support thread and ask for it to be escalated. We will have it reviewed by someone who was not involved in the original decision and give you a written answer.