GoNex Refund & Cancellation Policy

1. Platform Nature

GoNex is a technology platform that may help users connect with independent third-party providers for transportation, delivery, local services, roadside assistance, and related service categories.

GoNex does not directly provide transportation, delivery, roadside assistance, or independent third-party services unless explicitly stated otherwise.

Because services may be fulfilled by independent providers, refund and cancellation decisions may depend on provider policies, platform rules, service status, operational timing, and applicable legal requirements.

2. Cancellation Policy

Users may be able to cancel a service request depending on the status of the request and the timing of cancellation.

Cancellation eligibility may depend on:

• Whether a provider has accepted the request
• Whether the provider has already started traveling or preparing for the service
• The type of service requested
• Operational conditions
• Provider availability
• Platform rules applicable at the time of cancellation

3. Cancellation Fees

Cancellation fees may apply in certain situations, including when a user cancels after a provider has accepted, prepared for, or started moving toward the requested service.

Cancellation fees may be used to compensate for:

• Provider time
• Travel or preparation costs
• Operational processing
• Platform-related transaction costs
• Administrative review where applicable

Cancellation fee amounts may vary based on service category, location, timing, provider participation, and platform settings.

4. Refund Eligibility

Refunds may be reviewed on a case-by-case basis.

Refund eligibility may depend on:

• Whether the service was completed
• Whether a cancellation fee applied
• Whether the provider arrived or attempted service
• Whether incorrect charges occurred
• Whether fraud, abuse, or policy violations are suspected
• Whether the issue was reported within a reasonable time
• Applicable laws and payment processor rules

Submitting a refund request does not guarantee approval.

5. Non-Refundable Situations

Refunds may be denied in certain cases.

Examples may include:

• Completed services
• User no-shows
• Late cancellations
• Incorrect information provided by the user
• Fraudulent activity
• Chargeback misuse
• Policy violations
• Service issues caused by user conduct
• Provider attempt to complete the service where applicable

6. Provider-Related Issues

If a user experiences an issue with an independent provider, GoNex may review the report for platform safety, billing accuracy, fraud prevention, and support purposes.

Provider-related issues may include:

• Failure to arrive
• Unsafe conduct
• Service not completed
• Incorrect charges
• Unprofessional behavior
• Reported safety concerns

GoNex may request additional information before making a refund or account decision.

7. Payment Processing

Payments may be processed through third-party payment processors, including Stripe or other authorized providers.

Refund processing times may depend on the payment method, bank, card issuer, payment processor, or third-party system involved.

GoNex does not control bank or payment processor timelines once a refund has been issued.

8. Refund Review Timeline

GoNex may review refund and cancellation requests within a reasonable business timeframe.

Review timelines may depend on:

• Support volume
• Availability of records
• Provider response
• Payment processor requirements
• Fraud or safety review needs
• Operational conditions

Response times are not guaranteed.

9. Chargebacks & Disputes

Users are encouraged to contact GoNex support before initiating a chargeback or payment dispute.

Chargeback misuse, fraudulent disputes, or repeated payment abuse may result in account restriction, suspension, or permanent removal from the Platform.

GoNex may provide transaction records, service records, communications, provider data, or platform logs to payment processors when responding to disputes.

10. Promotional Credits

Promotional credits, discounts, coupons, rewards, referral credits, or platform credits may be subject to separate terms.

Promotional credits may not be redeemable for cash and may expire, be restricted, or be removed if fraud, abuse, or policy violations are suspected.

11. Service Availability

Refunds are not automatically available because a service is unavailable in a specific region or because provider availability changes.

Service availability may vary based on location, provider participation, operational readiness, market conditions, technical systems, and regulatory requirements.

12. Safety-Related Refund Reviews

If a billing issue is connected to a safety report, GoNex may review the matter under both billing and safety processes.

Users may report safety concerns to:

Safety Team: safety@gonex.tech

In emergency situations, users should immediately contact local emergency services. GoNex is not an emergency response provider.

13. How to Request a Refund

Users may request refund or billing assistance by contacting GoNex support.

Please include:

• Full name
• Email or phone number connected to the account
• Date of transaction
• Transaction or booking reference if available
• Description of the issue
• Any supporting screenshots or documentation

Billing Support: billing@gonex.tech

General Support: support@gonex.tech

14. Policy Abuse

GoNex may deny refunds and restrict accounts if refund or cancellation systems are abused.

Examples of abuse may include:

• Repeated false claims
• Fraudulent refund requests
• Chargeback abuse
• Misuse of promotions
• Manipulation of platform systems
• Intentional service disruption

15. Changes to This Policy

GoNex may update this Refund & Cancellation Policy periodically.

Updated versions become effective when posted unless otherwise required by applicable law.

Continued use of the Platform after updates constitutes acceptance of the revised Policy.

16. Contact Information

GoNex Technologies Inc.

Billing Support: billing@gonex.tech
General Support: support@gonex.tech
Website: gonex.tech