Refund Policy
Conditions and procedure for refunding payments for paid services of the ElanLink.az platform in accordance with the laws of the Republic of Azerbaijan.
1. General Provisions
This Refund Policy (hereinafter - the "Policy") is an integral part of the ElanLink.az Public Offer and defines the conditions under which a User may obtain a refund for paid but unrendered or improperly rendered services. The Policy is developed in accordance with Articles 410, 739 and 740 of the Civil Code of the Republic of Azerbaijan and the Law of the Republic of Azerbaijan "On Protection of Consumer Rights".
2. Cases Eligible for Refund
- The Service was not rendered due to the Platform's fault (technical failure, erroneous charge, activation impossibility)
- The Service did not start to be rendered due to an internal service error within 24 hours from the moment of payment
- A repeated payment for the same service was made due to a technical error (double charge)
- Payment was made, but the unit (additional listings, restoration) was not added to the account
- The listing for which a paid service was purchased was blocked by moderation within 1 hour of payment, without fault of the User
3. Cases NOT Eligible for Refund
- Boost, Highlight, Premium services that have started to be rendered (service activation is considered rendering)
- Services rendered in full or in part (even if time remains until the end of the period)
- Additional listings that have already been used to publish at least one listing
- Listing restoration if the listing was successfully restored and is active
- Cases of User account suspension for violation of Platform Rules
- Services rendered in accordance with the terms but which did not give the User the expected result (the Platform does not guarantee the number of views, responses or sales)
4. Procedure for Submitting a Refund Request
Step 1. Prepare the data
Full name of the cardholder, order number (Order ID) or Kapital Bank transaction identifier, payment date and amount, refund reason, last 4 digits of the card used for payment.
Step 2. Send a written request
Send a request to [email protected] with the subject "Refund". In the request, describe the circumstances and attach supporting documents (screenshots, receipts).
Step 3. Review of the request
The Platform reviews the request within 10 business days from receipt. If necessary, the User may be asked to provide additional information.
Step 4. Decision and execution
If approved, the refund is initiated with the Acquiring Bank Kapital Bank ASC. Funds are returned to the same card used for payment within 3 to 14 banking days depending on the issuing bank.
5. Acquiring Bank
Payment acceptance and refund processing are carried out by the Birpay processing platform operating in cooperation with the Acquiring Bank Kapital Bank ASC under the respective agreements. In accordance with the rules of Visa and Mastercard international payment systems, refunds are made only to the same card used for payment. A refund may be full or partial (for example, for the cost of the unused portion of the service). Cash, another card, or another account refunds are not possible.
6. Refund Dispute Resolution
If the User disagrees with the Platform's decision on a refund request, the User has the right to contact the Issuing Bank of their card with a chargeback request in accordance with the rules of international payment systems. The User also has the right to apply to the court at the place of registration of the Service Provider (Baku) in accordance with the legislation of the Republic of Azerbaijan.
7. Contact Information
- Email: [email protected]
- Telegram bot: @elanlink_support_bot
- Support service hours: Monday-Friday, 09:00-18:00 (GMT+4)
- Response is provided within 1-3 business days
8. Service Provider Details
- Individual Entrepreneur MARTISHEV NIKITA OLEGOVICH
- Taxpayer Identification Number (VÖEN): 2009053562
- Legal address: AZ1126, Baku city, Khatai district, Ganja avenue, 50a, apt. 1
- Acquiring Bank: Kapital Bank ASC
- Email: [email protected]
Refund of Funds
To process a refund, the Acceptor must send a request to [email protected] indicating the order number and reason for the refund.
Version 1.0 · 23 April 2026