Refund, return and exchange policy

This policy explains when AIROXLAB (SMC-PRIVATE) LIMITED refunds money, how long a refund takes to reach you, and how a change of plan works in place of a return. It applies to every payment made to us through this website or against an invoice we issue, and it forms part of our terms and conditions.

Everything we sell is delivered over the internet or as in-person classes. There is nothing to post back to us, so this policy takes the place of a return of goods. Our delivery and cancellation policy covers delivery times and cancelling before delivery.

Prices and currency

All prices on this website are in Pakistani Rupees (PKR). Card payments are charged in Pakistani Rupees (PKR), including payments on cards issued outside Pakistan. If your card is held in another currency, your own bank applies its exchange rate and may add a fee. We refund in Pakistani Rupees (PKR), for the amount we received, to the same card or account that paid. A difference caused by exchange rates or by a fee your bank charges is outside our control.

Try the software before you pay

Taajir and ArfaPOS both have a 7-day free trial with no card required, and onboarding is free. We would rather you test the software on your own data first than pay and then ask for a refund.

How long a refund takes

Turnaround for an approved refund, counted in working days (Monday to Saturday, excluding public holidays in Pakistan):

An approved refund normally reaches you within 10 to 14 working days of your request. The last step is carried out by your own bank or card issuer, which is the part we cannot speed up. If it takes longer than that, email info@airoxlab.com and we will send you the refund reference to give your bank.

Taajir and ArfaPOS subscriptions

• Your first paid month. If the software is not right for your business, tell us within 7 days of your first payment and we refund that payment in full.
• Later months. Subscriptions are billed in advance for each month. You can cancel whenever you like and you will not be billed again, but a month that has already started is not refunded. Cancel before your renewal date to avoid the next charge.
• If the software does not work. If a fault on our side stops you using the software and we cannot fix it within 7 days of you reporting it, we refund the unused part of the month you have paid for.
• Yearly plans. A yearly payment is refunded in full if you ask within 7 days. After that we refund the complete months you have not used, charging the months you did use at the normal monthly price.
• Add-on modules. An add-on follows the plan it sits on. Switch it off and it is not billed again from the next month.
• Charged twice or by mistake. A duplicate charge, a charge after you cancelled, or a charge for the wrong plan is refunded in full as soon as we confirm it.

Custom software projects

• Custom work is quoted in a written scope with a fixed price, a timeline and stages of payment. Before we start work, any advance you have paid is refunded in full.
• Once work has started, we refund amounts you have paid for stages we have not begun. Work that has been delivered and accepted is not refunded.
• If we cannot deliver what the agreed scope describes, we refund what you paid for the part we could not deliver.

AiroxLab Academy fees

• The fee is Rs 10,000 a month for 5 months, paid month by month.
• If you withdraw before the first class of a month you have paid for, that month's fee is refunded in full.
• Once classes for a paid month have started, that month's fee is not refunded. Instead, you may move your remaining months to the next batch once, at no extra cost, if your circumstances change.
• If we cancel a batch or cannot run the classes, we refund every month you have paid for and not attended.

Returns and exchanges

Nothing we sell is shipped, so there is no product to send back. The equivalent of an exchange is a change of plan or product:

• Upgrade at any time. What you have already paid goes towards the new plan and we bill only the difference for the rest of the month.
• Downgrade at any time. The lower price starts from your next billing month.
• Switch between Taajir and ArfaPOS within the first month of a paid plan and we move your payment to the other product instead of refunding it.
• Change a custom project by agreeing a revised scope in writing. Amounts already paid are set against the new scope.

What we do not refund

• Months of a subscription you have already used.
• Classes you have already attended.
• Custom work that has been delivered and accepted.
• Fees your own bank or card issuer charges on a payment or on a refund.

How to ask for a refund

Email info@airoxlab.com with "Refund request" in the subject, or call or message us on +92 311 2377741. Please include:

• Your business name and the email or phone number on the account.
• The invoice or transaction reference, the date and the amount.
• The last four digits of the card, if you paid by card.
• The reason for the request.

We reply to every request within 24 hours. If you disagree with our decision, our complaints and dispute resolution process explains how to have it reviewed. If you believe a charge is wrong, please contact us before asking your bank to reverse it: we can almost always settle it faster ourselves.

Contact

AIROXLAB (SMC-PRIVATE) LIMITED (SECP Incorporation No. 0344976), AiroxLab Software House, Near Thinker Alliance School, Gulshan Madina, Bhakkar, Punjab, Pakistan. Email info@airoxlab.com. Phone and WhatsApp +92 311 2377741. We answer Monday to Saturday, 10am to 7pm Pakistan Standard Time (UTC+5).