Return & Refund Policy

This policy forms part of our Terms & Conditions and applies to all clients who engage Yottacom Technologies, whether under a signed proposal, a Statement of Work (SOW), a Master Services Agreement, a monthly retainer, or a subscription to one of our hosted AI products.

Everything we supply is a service or a digital deliverable: source code, trained or fine-tuned models, prompt and agent configurations, design files, documentation, deployment work, consulting time and hosted access. Because there is no tangible product, the concepts of returning an item, restocking it or shipping it back do not apply. A "return" in our context means that we stop work, revoke or hand over the relevant deliverable as agreed, and settle the account financially under the rules below.

Where a specific SOW or contract signed by both parties states different commercial terms, such as a bespoke milestone schedule or a non-refundable discovery fee, that signed document takes precedence over this page for that engagement. Everything not expressly varied in writing continues to be governed by this policy.

If you have paid an advance, deposit or first milestone and then decide not to proceed, you are entitled to a full 100% refund provided we receive your written cancellation before work on the engagement has commenced. In practice this window is usually the first few days after payment, because we mobilise quickly once a scope is approved.

For clarity, "work has commenced" means the first of the following has taken place: our team has been formally assigned and scheduled to your project, a kickoff or discovery session has been held, requirements or architecture documentation has been started, a repository or environment has been provisioned for you, or a third-party licence, API key or cloud resource has been purchased on your behalf.

We apply no administrative fee, cancellation penalty or deduction of our own to a refund in this window. The single exception is a payment-gateway transaction fee that the processor does not return to us; where the processor does return it, you receive the entire amount you paid. Any such fee is shown as a separate line in your reconciliation statement.

Most of our project engagements are billed in milestones against an agreed SOW. If either party terminates the engagement after work has commenced, we close the account as follows:

• Milestones already completed and accepted by you are fully billable and are not refundable. The corresponding deliverables remain yours under the intellectual property terms of your contract.
• Work in progress on the current milestone is charged on a pro-rata basis, measured against the deliverables and effort actually completed up to the date we receive your written notice.
• Any remaining advance balance held by us and not yet earned is refunded to you pro rata.
• Milestones not yet started are cancelled and never invoiced.
• Third-party costs and licences already committed for your project are deducted, as described in section 5.

Within 7 business days of receiving your notice, we issue a written reconciliation statement showing the total paid, the value of work delivered and accepted, the pro-rata value of work in progress, any third-party costs incurred, and the resulting refund or final balance due. On termination we hand over all work completed and paid for, including source code and documentation in their current state, so that you retain the value of what you have funded.

If we are the party that cannot continue

If Yottacom Technologies is unable to complete an engagement for reasons within our control, you pay only for work delivered and accepted to date. The entire remaining balance you have paid is refunded in full, and we provide a reasonable handover of work in progress at no additional charge.

Retainers, managed support agreements and subscriptions to our hosted AI products are billed in advance for a service period, normally one calendar month.

• Either party may cancel a monthly retainer by giving 30 days' written notice. The notice period is served, invoiced and worked as normal.
• The current period, once it has begun and the service has been made available or the reserved capacity consumed, is not refundable. You continue to receive the full service until the period ends.
• Any prepaid periods beyond the current one, for example the remaining months of an annual prepayment, are refunded in full on a pro-rata monthly basis.
• Unused hours in a retainer expire at the end of the period unless your agreement expressly permits carry-forward. Expired hours are not refunded in cash.
• If we suspend or terminate a subscription for non-payment or breach of the acceptable-use terms, fees already paid for the current period are not refunded.

You can cancel a retainer or subscription at any time by writing to us at the address in section 10. Cancellation stops future billing; it does not retroactively cancel a period already delivered.

Some costs cannot be reversed once incurred, because the money has already left our hands or the value has already been transferred to you. The following are non-refundable, and we will always itemise them in your reconciliation statement:

• Third-party licences, subscriptions and software purchased in your name or specifically for your project, since the vendor's own terms bind us and such purchases are typically non-cancellable.
• Cloud hosting, GPU or compute time, model training runs, and metered LLM or API usage already consumed on your behalf. These are pass-through costs billed to us by the provider.
• Domain registrations, SSL certificates, app store or publisher fees, and payment gateway or processor onboarding fees paid to third parties.
• Custom work already delivered to you and accepted, including source code, fine-tuned models, integrations and design assets, because it cannot be un-delivered or resold.
• Completed consulting, discovery, audit or advisory sessions where the deliverable is the expert time and the findings already provided to you.
• Work delivered to the agreed specification where the request is a change of mind or a change of business direction, rather than a defect on our part.

Where a deliverable does not meet the specification agreed in the SOW, it is a defect, not a refund matter in the first instance. We will correct it under the warranty and rework terms of your contract at no extra cost. A refund is considered only if we are unable to remedy a material defect within a reasonable agreed period.

All refund and cancellation requests must be made in writing by email to [email protected], with the subject line "Refund Request". Verbal requests, or messages sent only to an individual team member, are not treated as formal notice. Please include:

• Your company name and the name of the authorised signatory making the request.
• The invoice number, proposal or SOW reference, and the project name.
• The payment date, amount, currency and the method used, for example a card or bank account ending in the last four digits.
• The transaction or reference number issued by the payment processor at checkout.
• The reason for the cancellation or refund request, and the outcome you are seeking.
• Any supporting material, such as correspondence or a description of the deliverable in question.

Requests must come from the person or entity that made the original payment. For security and anti-fraud reasons, we may ask you to verify ownership of the paying account before a refund is initiated. Refunds are never paid to a third party, to a different account holder, or in cash.

We commit to the following timeframes. Business days mean Monday to Friday, excluding public holidays observed in Pakistan.

The final step, the time taken for money to appear on your statement, is controlled by your bank, card scheme or wallet provider rather than by us. Once we have initiated a refund we provide you with the processor's reference number so you can trace it with your bank.

Approved refunds are returned through the original payment channel, to the same card, bank account or wallet used for the original transaction. This is processed through PayFast, our licensed payment service provider, and, where applicable, the settlement rails regulated by the State Bank of Pakistan. We do not issue refunds by cash, and we cannot redirect a refund to an alternative instrument.

• Refunds are issued in the original currency of the transaction. For payments made in PKR, the refund is made in PKR.
• Where a payment was made in a foreign currency, the amount returned is the original transaction amount. Any difference in your statement caused by exchange-rate movement, or any cross-border or conversion fee applied by your bank, is outside our control.
• If the original card has expired or the account has been closed, your bank normally still routes the refund to the successor account. If it cannot, we will work with you and the processor to arrange a verified bank transfer to the original account holder.
• Bank charges levied by your own bank for receiving a transfer are borne by you.

Duplicate charges, amounts debited twice for the same invoice, and payments taken in error or for an incorrect amount are refunded in full, with no deduction whatsoever. We initiate these within 2 business days of identifying or being notified of the error, and we do not require a reason or supporting argument from you for this category.

If you are dissatisfied with a deliverable, an invoice or a refund decision, we ask you to use the escalation path below before contacting your bank. It is faster than a chargeback and, in our experience, resolves the great majority of cases.

• Step 1 — Raise it with your project manager or account lead in writing. We respond within 2 business days and aim to resolve it within 5 business days.
• Step 2 — If it is unresolved, escalate by email to [email protected] marked "Escalation". A senior member of management who is not attached to your delivery team reviews the file and issues a written decision within 7 business days.
• Step 3 — If you remain dissatisfied, the matter proceeds under the escalation and dispute-resolution procedure in our Terms & Conditions, which provides for good-faith negotiation between senior representatives and, where the dispute is still unresolved, binding arbitration.

Please do not raise a chargeback or payment dispute with your bank while an escalation is open with us. A chargeback filed against a service that was delivered and accepted, or filed while our written review is still within the timeframes above, forces the processor to freeze funds and delays the resolution for everyone. Where a chargeback is raised, we will respond to the processor's request for information with the SOW, delivery records, acceptance confirmations and correspondence relevant to the transaction.

We may suspend work and hosted access on an account with an unresolved chargeback until the matter is settled. Nothing in this section limits any right you have to dispute a transaction under applicable law or the rules of your card scheme; it simply asks you to give us the opportunity to put things right first.

Governing terms

Engagements performed from our Lahore engineering office, and engagements invoiced in PKR or paid through a Pakistan payment channel, are subject to the laws of Pakistan, with the courts at Lahore having jurisdiction. Other engagements are governed as stated in the applicable Statement of Work. In every case the escalation and dispute-resolution procedure in our Terms & Conditions governs refund disputes, including the binding arbitration provision in that document. This policy does not create a separate or alternative dispute procedure.

Our handling of your personal and project data during a refund review, including the electronic records and correspondence we retain as evidence, follows our Privacy Policy and the expectations of the Prevention of Electronic Crimes Act 2016 and Pakistan's developing data-protection framework.

For any question about this policy, a cancellation, or the status of a refund already initiated, please contact us:

Business hours: Monday to Friday, 09:00 to 18:00 Pakistan Standard Time, excluding public holidays observed in Pakistan. Refund requests received outside business hours are logged on the next business day.

We may update this policy to reflect changes in our services, payment arrangements or applicable regulation. The revised version takes effect when published on this page, and the "Last updated" date above will change accordingly. The version in force on the date of your payment is the version that governs that transaction, so no revision will reduce refund rights you had already earned.