Refund Policy

At Netsol Online, we are committed to ensuring the satisfaction of our clients by providing high-quality services. This Refund Policy outlines the terms under which refunds will be processed for Pakistani citizens and clients in compliance with the laws of Pakistan, including the Consumer Protection Act and Pakistan’s E-commerce Policy.

1. Eligibility for Refunds

   Refunds will be considered based on the following conditions:
   
   

   1. Pre-Development Stage

      • Full Refund: If you cancel your project or service before we start development, you will be eligible for a full refund, less any administrative or consultancy fees incurred for project analysis or proposal creation.
   
   

   2. During Development Stage

      If you decide to cancel the project after development has started:
      • Partial Refund: A partial refund may be issued based on the work completed. Netsol Online will evaluate the percentage of the project completed and provide a refund for the remaining portion of the project that has not been developed.
      • Refunds will not be issued for any work that has been delivered and approved by the client.
   
   

   3. After Completion of Service

      • No Refunds: Once the project is completed and delivered to you, no refunds will be granted. At this point, the work is considered final unless it falls under warranty (see Section 4).
   
   

   4. Subscription-Based Services

      If you decide to cancel the project after development has started:
      • Monthly Services: Refunds for monthly services are not available once the service period has commenced.
      • Annual Services: If you cancel an annual subscription, a prorated refund may be provided for the remaining unused period, less any discounts applied at the time of purchase.
   
   

2. Conditions for Non-Refundable Services

   The following services are non-refundable:
   • Custom software, website, or mobile app development once the final product has been delivered.
   • Third-party service fees (e.g., domain registration, hosting, licensing) once paid, as these fees are paid to external vendors.
   • Fees for consultations, extensive design work, or advisory services already rendered.



3. Refund Request Process

   To request a refund, clients must:
   1. Submit a refund request via email to refund@netsolonline.com within 7 days of the issue or milestone delivery in question.
   2. Include the reason for the refund request, relevant details, proof of payment, and any supporting documents.
   3. Netsol Online will review refund requests within 7 business days, and clients will be notified of the decision.
   
   

   1. Dispute Resolution

      If a refund request is denied, you may escalate the matter by:
      • Filing a formal complaint with our customer service team at (your phone number).
      • Contacting the Consumer Protection Council or relevant regulatory bodies under the Consumer Protection Act, 2019 of Pakistan if you believe your consumer rights have been violated.



4. Warranty for Delivered Projects

   For custom software, website, and mobile application projects, Netsol Online offers a 3-month warranty period after delivery, during which we will:
   • Fix any bugs or errors related to the original scope of the project.
   • Ensure the system functions as intended without charging additional fees.
   This warranty does not cover:
   • Issues caused by unauthorized modifications or third-party interference.
   • New feature requests or changes that were not part of the initial agreement.



5. Processing of Approved Refunds

   • Once a refund request is approved, refunds will be processed within 10 to 14 business days.
   • Refunds will be issued through the same payment method used for the original transaction, unless otherwise agreed upon.
   • For Pakistani clients, refunds may be processed in Pakistani Rupees (PKR), and any currency conversion fees or bank transfer charges will be borne by the client.



6. Consumer Protection Compliance

   In line with Pakistan’s Consumer Protection Laws, this Refund Policy ensures the protection of consumer rights, including transparency in service delivery, accountability, and fairness. We also adhere to the principles set out by Pakistan’s E-commerce Policy regarding dispute resolution and refunds for online services.

   If you have any concerns regarding your consumer rights, you can contact the Competition Commission of Pakistan (CCP) or the Consumer Protection Council (CPC) in your respective province.

7. Modifications to Refund Policy

   Netsol Online reserves the right to amend this Refund Policy at any time. Changes will be posted on this page, and clients are encouraged to review the policy periodically. Continued use of our services after the policy has been updated will indicate your acceptance of the changes.

8. Contact Information

   If you have any questions or need assistance regarding our Refund Policy, feel free to contact us at:
   
   Email: info@netsolonline.com
   Phone: +92 311 1638765
   Address: House # 4 Block # 605/4, Gujrat Colony, Karachi, Pakistan.