Complaints and dispute resolution
Last updated 26 October 2026. How to complain, and how long we take to put things right.
If something we sold you is not working, a payment looks wrong, or you are unhappy with how you have been treated, tell us and we will deal with it. This page sets out exactly how to reach AIROXLAB (SMC-PRIVATE) LIMITED, what we do with your complaint and how long each step takes.
How to reach us
| Channel | Details |
|---|---|
| info@airoxlab.com (put "Complaint" in the subject) | |
| Phone | +92 311 2377741 |
| +92 311 2377741 | |
| Post or in person | AIROXLAB (SMC-PRIVATE) LIMITED, AiroxLab Software House, Near Thinker Alliance School, Gulshan Madina, Bhakkar, Punjab, Pakistan |
| Hours | We answer Monday to Saturday, 10am to 7pm Pakistan Standard Time (UTC+5) |
Email gives us the most to work with, but a phone call is fine if it is urgent. One of our directors sees every complaint.
What to tell us
- Your business name, and the email or phone number on your account.
- What went wrong, with dates.
- The invoice or transaction reference, if money is involved.
- A screenshot or photo if it is a problem in the software.
- What you would like us to do about it.
How long we take
| Stage | Time |
|---|---|
| We confirm we have received your complaint and give it a reference | Within 24 hours |
| We investigate and reply with our decision and what we will do | Within 7 working days |
| Complicated cases: we keep you updated while we work on it | Every 3 working days |
| Longest we take to close a complaint, including escalation | 14 working days |
| An approved refund reaches your card or bank | 10 to 14 working days from approval |
If you are not happy with our answer
Reply to the same email and ask for the decision to be reviewed by a director, or write to us at the registered address above. A director reviews the case and answers you within 14 working days of your request. Nothing on this page limits your rights under the consumer protection law of Pakistan: if we still cannot agree, you may take the matter to the relevant consumer court, as set out in our terms and conditions.
Payment and card disputes
Card payments on this website are processed by our payment partner; we never see or store your full card details. If you do not recognise a charge, email info@airoxlab.com with the date, the amount and the last four digits of the card, and we will trace it and reply within 3 working days. Where a refund is due, our refund policy sets out the amount and the turnaround time.
You can of course raise a dispute with your own bank or card issuer at any time. We would ask you to contact us first, because we can usually resolve it in a day or two, while a bank dispute takes weeks.