Document details
- Company: Paxtra Inc., Calgary, Alberta, Canada
- Version 1.0
- Effective 11 October 2026
- Contact: support@usepaxtra.com
Service Availability Notice. Paxtra is preparing to launch its payment services. Certain features, including live payment processing, seller payouts and transaction dispute resolution, may not yet be available. Features, payment methods, fees and geographical availability are subject to confirmation before launch. Paxtra will update its applicable policies and provide notice where required before enabling additional services.
This is a plain summary. The Terms of Service and the Dispute Resolution Policy set out the full rules, and they prevail if there is any difference.
1. Cancelling a transaction
| Situation | What happens |
|---|---|
| Before the buyer has paid | Either party can cancel on Paxtra. |
| After payment, before the seller has shipped or started | The parties can cancel by agreement. The seller can cancel at any time, and the buyer is refunded in full. The buyer can cancel on their own only if the Transaction Record and the Terms allow it. |
| After goods have shipped or work has started | The buyer cannot cancel on their own. If something is wrong, the buyer can open a dispute. |
| Custom or digital goods that match what was agreed | They may not be refundable for a change of mind. Statutory rights and the right to goods that match the agreement still apply. |
| Paxtra cancels | We may cancel a transaction that breaks our rules or cannot lawfully be completed, and we refund the buyer where we are able to. |
2. Refunds
2.1 A refund can come from the seller, from a dispute decision, or from a cancellation. It can be full or partial. A partial refund is tied to the evidence and the value of what was not delivered.
2.2 Refunds ordinarily go back to the original payment method. They appear within approximately 5 to 10 business days after successful processing. The time depends on Stripe, the payment method and the receiving bank. It is an estimate, not a guarantee.
2.3 If the original payment method is closed or unavailable, we may refund to another method you nominate that we can confirm is yours.
2.4 After funds have been released or paid out, a refund depends on the seller, the Terms, Stripe’s rules and the law. Paxtra may not be able to recover funds that have been paid out.
3. Paxtra’s fees
Once a Seller’s proceeds have been released, Paxtra’s fee is generally not refundable, including where the Seller later refunds the Buyer. Where a Buyer is refunded before release, Paxtra does not collect its fee on the refunded amount. For a partial refund, the fee is the same rate applied to the amount released to the Seller, and never more than that amount. We refund a fee where the law requires it, where Paxtra made an error, or where the terms of the transaction expressly say so. See the Fee Schedule.
The Dispute Resolution Policy applies the same rule to partial refunds and split outcomes.
4. Your rights
4.1 Paxtra does not give an extra cooling-off period beyond what the law provides.
4.2 Nothing in this summary, or in our other documents, removes any consumer cancellation or refund right that the law gives you and that cannot be waived.
4.3 If you also dispute a payment through your bank or card issuer, tell us. Their decision can override ours on the movement of funds. See the Dispute Resolution Policy.
5. Disputes
If you have not received what you agreed to buy, or it is materially different from what was agreed, open a dispute on Paxtra within the time limits in the Dispute Resolution Policy. Please try to sort the problem out with the other party first.
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