Refund Policy
Transparent refund, return, and exchange conditions for all our services.
Our Refund Commitment
At Naqvix, we stand behind the quality of our business solutions including BPO/KPO services, AI solutions, marketing, development, finance & accounting, data analytics, automation & RPA, and consulting services. We are committed to customer satisfaction and offer fair refund policies.
This policy outlines the conditions for refunds, returns, exchanges, and the mandatory turnaround times for processing refund requests to ensure transparency and customer confidence.
Refund Eligibility Conditions
Eligible for Full Refund
Before Service Commencement
- • Cancellation 48+ hours before start date
- • Service not yet initiated or delivered
- • No resources allocated to the project
- • Client-initiated cancellation requests
Service Quality Issues
- • Deliverables not meeting agreed specifications
- • Service quality below industry standards
- • Failure to deliver within agreed timelines
- • Technical issues preventing service delivery
Eligible for Partial Refund
Timeline-Based Refunds
- • 75% refund: 24-48 hours before start
- • 50% refund: Less than 24 hours before start
- • 25% refund: After service commencement
- • Pro-rated refund for ongoing services
Project-Based Refunds
- • Milestone-based refund calculation
- • Refund for undelivered project phases
- • Partial completion compensation
- • Scope reduction adjustments
Non-Refundable Services
- • Consultation services already delivered
- • Custom development work completed and delivered
- • Marketing campaigns already launched
- • Data analytics reports already provided
- • Training sessions already conducted
- • Third-party software licenses purchased
- • Services terminated due to client breach of contract
Service-Specific Refund Policies
BPO/KPO Services
Setup Phase: Full refund if cancelled before onboarding
Ongoing Operations: 30-day notice, pro-rated refund
Performance Issues: Service credits or partial refunds
Data Processing: Refund for unprocessed data only
AI Solutions
Consultation Phase: Full refund if not satisfied
Development Phase: Milestone-based refunds
Implementation: Performance-based refund policy
Training & Support: Pro-rated refund for unused hours
Marketing Solutions
Strategy Development: Full refund if not approved
Campaign Management: Refund for unused ad spend
Content Creation: Refund for undelivered content
Performance Marketing: ROI-based refund consideration
Development Services
Planning Phase: Full refund if project cancelled
Development Phase: Refund for incomplete features
Testing Phase: Refund if critical bugs unfixed
Deployment: Refund for deployment failures
Finance & Accounting
Bookkeeping: Refund for unprocessed periods
Financial Reports: Refund for inaccurate reports
Tax Services: Refund if filing errors occur
Payroll Processing: Refund for processing errors
Consulting Services
Strategic Consulting: Satisfaction-based refund policy
Implementation Support: Results-based refunds
Training Programs: Refund for unattended sessions
Ongoing Advisory: Pro-rated monthly refunds
Mandatory Refund Processing Timeline
Guaranteed Processing Times
Request Acknowledgment
Refund request received and acknowledged
Initial Review
Eligibility assessment and documentation review
Decision Communication
Refund approval or denial notification
Refund Processing
Approved refunds initiated to original payment method
Maximum Timeline
Complete refund process including bank processing
Complex Cases
International transfers or disputed cases
Guarantee: All eligible refunds will be processed within 14 business days. If processing takes longer due to banking or international transfer delays, we will provide regular updates and expedite the process wherever possible.
Returns and Exchanges
Service Returns
Since our services are intangible, traditional "returns" don't apply. However, we offer:
- • Service Revision: Free revisions for deliverables not meeting specifications
- • Service Replacement: Alternative service delivery methods if original approach fails
- • Service Credits: Credits for future services in case of performance issues
- • Service Termination: Early termination with pro-rated refunds
Service Exchanges
We offer service exchanges under specific conditions:
Eligible for Exchange
- • Service scope changes before delivery
- • Technology platform changes
- • Service tier upgrades or downgrades
- • Timeline adjustments
Exchange Conditions
- • Must be requested before 25% completion
- • Price difference adjustment required
- • New timeline agreement needed
- • Written confirmation required
How to Request a Refund
Step-by-Step Process
Submit Refund Request
Email refunds@naqvix.com or info@naqvix.com with "REFUND REQUEST" in subject line
Provide Required Information
Include account details, service information, reason for refund, and supporting documentation
Review and Assessment
Our team will review your request and assess eligibility within 3 business days
Decision and Processing
Receive decision notification and refund processing (if approved) within 7-14 business days
Required Information for Refund Request
Account Information
- • Full name and contact details
- • Account or invoice number
- • Original payment method details
- • Service agreement reference
Refund Details
- • Service type and description
- • Reason for refund request
- • Supporting documentation
- • Preferred refund method
Special Circumstances
Force Majeure Events
In case of events beyond our control (natural disasters, government regulations, pandemics):
- Full refunds available for undelivered services
- Service credits offered for delayed deliveries
- Flexible rescheduling without penalties
- Extended refund processing times may apply
International Clients
Additional considerations for international refunds:
- Currency exchange rates at time of refund processing
- International banking fees may be deducted
- Extended processing times (up to 21 business days)
- Compliance with local financial regulations
Dispute Resolution
If you disagree with our refund decision:
- Escalate to senior management via escalation@naqvix.com
- Provide additional evidence or documentation
- Request mediation through our complaints cell
- Seek resolution through applicable consumer protection agencies
Contact Information
For refund requests, questions, or assistance with our refund policy:
Company: Naqvix
Refunds Email: refunds@naqvix.com
General Email: info@naqvix.com
Phone: +92 3222 777 414
Address: Plaza#289, First Floor, Q Block (Commercial Lane) DHA, Phase 2, Lahore
Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (PKT)
For refund requests, please include "REFUND REQUEST" in the email subject line for faster processing.
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