Refund Policy

Refund Policy

Effective Date: May 2025. This policy governs payments made via bank wire transfer and local PKR bank transfer.

1. Scope

This policy applies to all payments made to EIDDI (SMC-PRIVATE) LIMITED for IT services, software development, network infrastructure, managed IT operations, and business consulting engagements.

2. Refund Eligibility

Refunds may be requested under the following conditions:

• Pre-Commencement Cancellation (100% refund): If a client cancels a project in writing before any work has commenced, a full refund of any upfront payment will be issued within 7 business days.
• Post-Commencement Cancellation (pro-rated): If work has begun, a refund will be calculated based on the percentage of work not yet delivered, less a 15% administrative fee.
• Service Non-Delivery: If EIDDI fails to commence or deliver agreed services within the timeframe specified in the service agreement, clients are entitled to a full refund of amounts paid for undelivered services.
• Material Breach by EIDDI: In cases of material breach of contract by EIDDI, clients may request a full or partial refund proportional to the impact of the breach, as determined through good-faith negotiation or arbitration.

3. Non-Refundable Items

• Third-party software licences, hardware, or infrastructure costs already procured
• Domain registrations, SSL certificates, or cloud subscriptions provisioned on client's behalf
• Completed and approved milestones
• Rush / expedited service fees where service has been delivered

4. Refund Process

To request a refund: (1) Submit a written request to billing@eiddi.co with your invoice number, project details, and reason for request. (2) EIDDI will acknowledge within 2 business days and respond within 7 business days. (3) Approved refunds are processed via the original payment method within 10–14 business days.

5. Payment Platform Disputes

Clients are encouraged to contact EIDDI directly before initiating a dispute over a wire transfer or bank transfer, as direct resolution is faster and preserves the client relationship. EIDDI will cooperate fully with all bank dispute resolution processes and provide all required documentation within required timeframes.

6. Currency & Processing Fees

Refunds are issued in the original currency of payment. Currency conversion losses, payment gateway processing fees (typically 2.9%–3.5%), and international wire transfer fees are non-recoverable and will be deducted from the refund amount where applicable.

7. Dispute Resolution

In the event of an unresolved dispute, both parties agree to first seek resolution through good-faith negotiation. If unsuccessful within 30 days, disputes shall be referred to mediation before escalating to arbitration or litigation under Pakistani law (venue: Lahore courts).