We aim to resolve issues quickly and fairly.
1) How to complain
Email support@novatrasolutions.com.pk or submit the website Contact/Support form with:
- Your full name/company, order/SoW number, dates, a brief description, and any files/screenshots.
2) Acknowledgment & SLA
- We acknowledge within 24 business hours.
- Initial resolution target: 7 business days (complex cases may take longer; we'll keep you updated every 3–5 business days).
3) What we'll do
- Review order scope, deliverables, timelines, communications, and acceptance criteria.
- Propose remedies (defect fix, rework, partial refund per our Refunds Policy, or credit).
4) Evidence & logs
We keep order metadata, SoWs, email trails, commit logs, deployment notes and QA results for dispute resolution.
5) Escalation
If you're unsatisfied, escalate to: head.of.delivery@novatrasolutions.com.pk (include ticket ID). Final management review within 5 business days.
6) Payment disputes/chargebacks
- Contact us first—we often resolve faster.
- If unresolved, you may open a dispute with the PSP under their rules. We'll provide supporting evidence promptly.
Governing law & Jurisdiction
Governing law: Islamic Republic of Pakistan.
Jurisdiction: Courts of Hyderabad, Pakistan.