Axis-Points LLC

Refund and dispute policy

What can be refunded, how to ask for one, and how we settle a billing disagreement.

Last updated August 21, 2026

The short version

Monthly subscription fees are charged in advance and are generally non-refundable once the billing period has begun, because access is available for the whole period. Setup fees are refundable in full within 14 days if you have not yet gone live. We refund our own billing errors immediately and in full, without argument. Consumers are never charged anything, so there is nothing for a consumer to be refunded.

What is refundable

Billing errors — always refunded in full: Duplicate charges, charges after a valid cancellation, charges at the wrong rate, charges for a location you closed and told us about, or any amount charged in error. We refund the full difference within 5–10 business days of confirming the error, and we do not require you to escalate.
Setup fees — refundable within 14 days, before launch: If you paid a setup fee and decide not to proceed within 14 days of signing up, and your account has not yet issued any loyalty points to a customer, we refund the setup fee in full. Once your program is live and points have been issued, the setup work is complete and the fee is earned.
Unused prepaid months — refunded on prorated cancellation: If you paid for more than one month in advance, the untouched months are refunded on a prorated basis when you cancel.
Extended outage — credited: If the platform is unavailable through our fault for more than 24 consecutive hours in a billing period, contact us and we will credit that period on a prorated basis. Credits apply to future invoices; we will issue cash instead if you are cancelling.

What is not refundable

The current month’s subscription fee once the period has started, where the platform was available and your account was in good standing.
Setup fees after your program has gone live and issued points.
Late fees validly applied under the terms above.
Fees for a period during which your account was suspended for breach of the terms of service.
Anything a customer spent at a participating shop. Those are the shop’s sales, not ours — see returns.

Nothing here limits any refund right you have under applicable law, including the Michigan Consumer Protection Act.

Requesting a refund

Email billing@axis-points.com from the address on your account, or call us on the number listed under customer service.
Include your business name, the invoice or statement date, the amount, and one line on what went wrong. A screenshot helps but is not required.
We acknowledge within one business day and tell you either that the refund is approved or exactly what we still need.
Approved refunds are returned to the original payment method within 5–10 business days. Your bank may take a few days more to post it.

If we decline, we tell you why in writing and point to the specific term we are relying on.

Disputes

If you disagree with a charge, please contact us before disputing it with your bank. A bank dispute freezes the account and takes weeks; an email usually takes a day.

Tell us. Email billing@axis-points.com with the charge and your objection. We respond within one business day.
We review. We check the charge against your contract, your statement, and the platform’s own records, and give you a written answer within 10 business days.
Escalation. If you are not satisfied, reply asking for escalation. It goes to a review outside the original decision and you get a final written answer within a further 10 business days.
While a dispute is open, we will not apply a late fee, log a strike, or suspend your account over the disputed amount. Undisputed amounts remain payable.

If you file a chargeback with your bank, we will provide your signed agreement, statements, and usage records to the bank. A chargeback filed without contacting us first may result in suspension until the balance is resolved. Any remaining disagreement is handled under the dispute resolution section of the terms of service.