Refund Policy

1. Overview

ApexLabs (SMC-Private) Limited is committed to delivering high-quality software development and IT services. We understand that circumstances may sometimes warrant a refund. This Refund Policy outlines the conditions under which refunds may be issued for our services and products.

2. Software Development & Custom Services

2.1 Refund Eligibility

For custom software development projects, refund eligibility is determined based on the project stage at the time of cancellation:

• Before work begins: A full refund of the advance payment, minus any administrative or third-party costs already incurred (e.g., domain purchases, third-party licenses).
• During discovery/design phase: Refund of unused portion of the advance payment, with payment for completed discovery work, wireframes, and any approved design deliverables.
• During development phase: Refund will be calculated based on percentage of work completed. Client receives all completed deliverables.
• After project delivery: No refunds are issued once a project is delivered and accepted, except for material defects covered under our 30-day post-launch warranty.

2.2 How to Request a Refund

To request a refund, send a written request to billing@apexlabs.pk within 30 days of the relevant payment, including:

• Your full name and company name
• Project name and invoice number
• Reason for the refund request
• Preferred refund method

2.3 Review Process

We will review every refund request fairly and respond within 7 business days. We may request additional information or schedule a call to better understand the circumstances.

3. Subscription Products (BullsView & Other SaaS)

3.1 Trial Period

BullsView and other ApexLabs subscription products typically include a free tier or trial period. We strongly encourage users to evaluate the product during this period before committing to a paid subscription.

3.2 Monthly Subscriptions

Monthly subscription fees are non-refundable once the billing cycle has begun. However, you may cancel at any time, and your subscription will remain active until the end of the current billing period — no further charges will occur.

3.3 Annual Subscriptions

Annual subscription refunds are available within 7 days of the initial purchase, provided the service has not been used substantially. After 7 days, refunds are calculated on a pro-rata basis for the unused portion, less an administrative fee of Rs 200.

3.4 Auto-Renewal

Subscriptions auto-renew by default. To stop auto-renewal, you must cancel before the renewal date through the app's account settings or by emailing billing@apexlabs.pk. Refunds for accidental auto-renewals are processed within 14 days of the renewal charge if no substantial use has occurred.

4. One-Time Digital Products

One-time purchases (e.g., sector research packs, premium reports, downloadable tools) are eligible for a full refund within 7 days of purchase if you have not yet downloaded or substantially accessed the digital content. Once downloaded, these products are non-refundable due to their digital nature.

5. Non-Refundable Items

The following are not eligible for refunds under any circumstances:

• Third-party fees (domain registration, SSL certificates, third-party API costs, app store fees)
• Services already fully delivered and accepted
• Custom work completed outside the agreed scope at Client's request
• Subscription fees for periods that have already elapsed
• Promotional or discounted purchases (unless required by law)

6. Refund Method & Timeline

Approved refunds are processed using the same payment method used for the original transaction:

• Bank transfer: 5–7 business days
• JazzCash / Easypaisa: 1–3 business days
• Credit/debit card via PayFast: 7–14 business days (subject to bank processing time)
• International wire transfer: 7–10 business days

Bank processing delays are outside our control. Please allow the full timeframe before contacting us for a status update.

7. Disputes & Chargebacks

If you have a concern about a charge, please contact us first at billing@apexlabs.pk. We're committed to resolving issues directly and quickly. Initiating a chargeback or dispute through your bank without contacting us first may result in suspension of services and may delay resolution.

8. Force Majeure

Refunds cannot be guaranteed in cases where we are unable to deliver services due to circumstances beyond our reasonable control, such as natural disasters, government actions, internet outages, or third-party service failures. In such cases, we will work in good faith to either complete the work after the disruption or offer a fair partial refund.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes apply only to transactions made after the policy update. The "Last updated" date at the top of this page indicates when the policy was last revised.

10. Contact Us

For refund requests or questions about this policy:

• Email: billing@apexlabs.pk
• Phone: +92 300 1618361
• Address: ApexLabs (SMC-Private) Limited, Arfa Software Technology Park, Ferozepur Road, Lahore, Punjab, Pakistan
• Working hours: Monday – Saturday, 9:00 AM to 7:00 PM PKT