1. Overview
Novatra Solutions (SMC-Pvt Ltd) is committed to client satisfaction. This policy outlines our refund and cancellation procedures for IT services. We strive to provide fair and transparent refund processes while protecting both client and company interests.
2. Refund Eligibility
2.1 Full Refunds
Full refunds are available under the following circumstances:
- Project Not Started: Full refund within 7 days of payment if no work has commenced
- Service Unavailability: If we cannot deliver the agreed service due to technical limitations
- Breach of Agreement: If we fail to meet our contractual obligations
2.2 Partial Refunds
Partial refunds are available for:
- Project Cancellation: Pro-rata refund based on work completed, excluding discovery and planning phases
- Client-Requested Changes: Refund for unused portions of the project scope
- Delayed Delivery: Compensation for significant delays beyond our control
3. Non-Refundable Items
The following items are non-refundable:
- Discovery and Planning Work: Requirements gathering, project planning, and initial consultations
- Third-Party Services: Domain registrations, hosting fees, third-party licenses, and external integrations
- Digital Licenses: Software licenses, themes, plugins, and other digital products
- Active Hosting: Hosting services for the current billing cycle
- Training Sessions: Completed training sessions and workshops
- Custom Development: Work that has been completed and delivered
4. Refund Process
4.1 Request Submission
To request a refund, clients must:
- Submit a written request to billing@novatrasolutions.com.pk
- Include order number, payment details, and reason for refund
- Provide supporting documentation if applicable
- Submit request within the applicable time limits
4.2 Review Process
We will:
- Acknowledge receipt within 24 hours
- Review the request within 3-5 business days
- Request additional information if needed
- Provide a decision with detailed explanation
4.3 Refund Processing
Approved refunds will be processed within 7-10 business days using the original payment method. Processing times may vary based on the payment provider:
- Easypaisa: 3-5 business days
- JazzCash: 3-5 business days
- Bank Transfer: 5-7 business days
Service Level Agreement: We guarantee refund processing within 10 business days or provide compensation for delays.
5. Cancellation Policy
5.1 Project Cancellation
Clients may cancel projects at any time with written notice. Cancellation terms:
- Before Work Starts: Full refund minus any non-refundable costs
- During Development: Payment for completed work plus 25% of remaining project value
- Near Completion: Full payment required, final deliverables provided
5.2 Maintenance Plan Cancellation
Maintenance plans can be cancelled with 30 days written notice:
- Service continues until the end of current billing period
- No refunds for partial months
- Access to services terminates at period end
6. Service Modifications
6.1 Scope Changes
Changes to project scope may affect pricing and timeline:
- Additional features require additional payment
- Removed features may qualify for partial refund
- All changes must be documented and approved
6.2 Timeline Adjustments
Timeline changes due to client requests:
- Rush requests may incur additional charges
- Delays caused by client unavailability extend delivery dates
- No penalties for reasonable timeline adjustments
7. Dispute Resolution
If you disagree with our refund decision:
- Submit a detailed appeal to support@novatrasolutions.com.pk
- Include all relevant documentation and correspondence
- We will review the appeal within 5 business days
- Final decisions are binding unless legal action is pursued
7.1 Escalation Process
For unresolved disputes:
- Level 1: Customer Support (support@novatrasolutions.com.pk)
- Level 2: Management Review (billing@novatrasolutions.com.pk)
- Level 3: Legal Department (legal@novatrasolutions.com.pk)
- External: Consumer Protection Council of Pakistan
7.2 Dispute Contact Information
- Primary Contact: support@novatrasolutions.com.pk
- Dispute Escalation: billing@novatrasolutions.com.pk
- Phone Support: +14802104510 (Business Hours: 9 AM - 6 PM PKT)
- Response Time: Within 24 hours for initial contact
8. Special Circumstances
8.1 Force Majeure
Events beyond our control (natural disasters, government actions, etc.) may affect service delivery but do not automatically qualify for refunds.
8.2 Technical Issues
Technical problems that prevent service delivery will be resolved at no additional cost. Refunds are considered only if resolution is not possible.
8.3 Client Bankruptcy
In case of client bankruptcy or insolvency, standard refund policies apply to the extent legally permissible.
9. Contact Information
For refund and cancellation requests, contact us at:
- Refund Requests: billing@novatrasolutions.com.pk
- General Support: support@novatrasolutions.com.pk
- Phone: +14802104510
- Business Hours: Monday-Friday, 9:00 AM - 6:00 PM (PKT)
10. Policy Updates
This policy may be updated periodically. Changes will be posted on our website with updated effective dates. Continued use of our services constitutes acceptance of the updated policy.