Legal Entity: URU Systems (SMC-Private) Limited
Doing Business As: URU Systems
Email: [email protected]
Phone: +92 (310) 410-9227
Address: URU Systems (SMC-Private) Limited, Safdar House (Nasser Shah Marhoom), Street 13, Mohalla Kumharan, Madina Syedan, Gujrat, Punjab 50700, Pakistan
Effective Date: 24 September 2025
Last Updated: 24 September 2025
This policy governs requests for refunds, exchanges, or cancellations for URU Systems’ Custom Software/Web/Mobile Development, Cloud integration, Managed/Hosted Services, DevOps/SRE, and IT Consulting engagements. It complements your signed Proposal/Statement of Work (SOW) and our Payment Policy. Where a signed contract sets different terms, the contract prevails.
1) Core Principle: Work to Scope, Then Remediate
- All deliverables, acceptance criteria, timelines, and responsibilities are defined in advance in the Proposal/SOW and project plan.
- We typically invoice after delivery (or at agreed milestones), which reduces the need for refunds or chargebacks.
- If an issue arises, our default remedy is exchange/remediation—i.e., re-work, fixes, or a service credit—not a refund.
2) Definitions
- Refund: Return of money already paid.
- Exchange/Remediation: Re-work, bug fixing, configuration changes, or a service credit to apply to equivalent future work.
- Cancellation: Ending a project or service before completion/renewal.
3) Eligibility & Acceptance
- Acceptance Testing Window: Each deliverable includes an acceptance window defined in the SOW (or, if not specified, 7 calendar days from delivery). During this window, you must test and list any non-conformities against the SOW.
- Non-Conformity Remedy: If the deliverable does not meet the agreed SOW acceptance criteria, our obligation is to fix or re-deliver within a reasonable timeframe.
- Deemed Acceptance: If no written issues are raised within the acceptance window, the deliverable is considered accepted and billable.
4) Non-Refundable Services
Given the bespoke nature of our work, the following are non-refundable once delivered or commenced:
- Custom development, architectural design, discovery, solution design, and consulting hours already performed.
- Configuration/integration work (cloud, CI/CD, security hardening, migrations) once applied to your environment.
- Third-party or pass-through costs (e.g., cloud usage, licenses, domains, SSL, monitoring tools), whether purchased by you or on your behalf.
- Expedited/priority fees and on-site travel expenses once incurred.
Where remediation is appropriate, we will provide exchange options (re-work or service credit) as outlined below.
5) Exchange / Remediation Options (Preferred)
If a delivered item does not meet the SOW’s acceptance criteria and you notify us within the acceptance window, we may offer one or more of the following at our discretion:
- Re-work / Bug Fixing: Correct the non-conformity and re-deliver for acceptance.
- Configuration Adjustments: Tune infrastructure, pipelines, or policies to meet the documented criteria.
- Partial Scope Swap: Replace a remaining, equivalent-effort task with another mutually agreed task within the same project, if technically feasible.
- Service Credit: A credit (not cash) applied to future services of equal or greater value, valid for 90 days unless otherwise stated in the SOW.
6) Change Requests & Out-of-Scope Work
- Requests that modify scope (new features, integrations, SLAs, compliance work) are handled through Change Requests, with adjusted commercial terms and timelines.
- Dissatisfaction based on preference changes or new requirements after scope approval is not grounds for a refund; such work is treated as new or out-of-scope and billed accordingly.
7) Cancellations
- Project Cancellations: You may cancel future, unperformed work by written notice. You remain responsible for all completed work, work in progress up to the effective cancellation time, and non-recoverable third-party costs.
- Managed/Hosted Services: You may cancel future renewals by emailing [email protected] before the next billing date (see your SOW/plan). Partial terms are not prorated unless your plan explicitly allows it.
8) Limited Refund Scenarios (Rare)
Refunds are not typical and may be considered only when all of the conditions below are met:
- You reported a material, objective non-conformity within the acceptance window; and
- We were unable to remedy the non-conformity within a commercially reasonable timeframe; and
- No exchange/remediation option (re-work, configuration, credit) is feasible; and
- The payment relates solely to the affected deliverable (not to completed phases, third-party costs, or bundled services).
If approved, refunds exclude non-recoverable processing fees and third-party costs and are limited to amounts paid for the specific, unremediated deliverable.
9) Chargebacks & Disputes
- Please contact [email protected] to resolve any billing concerns. We respond quickly and in good faith.
- Filing a chargeback for services that meet the SOW or were accepted/deemed accepted may be considered unwarranted. We reserve the right to contest such chargebacks, including submitting evidence of acceptance, delivery logs, and communications.
10) Client Dependencies & Environments
- Delays or defects caused by client-managed environments, access restrictions, third-party vendors, or unavailability of required information are not grounds for refunds. We will cooperate to mitigate and may propose a Change Request if extra work is required.
11) How to Request an Exchange/Remediation or Refund
Email [email protected] with:
- Your company name, invoice/SOW number, and deliverable name
- A clear description of the issue and how it deviates from the SOW acceptance criteria
- Relevant logs, screenshots, and steps to reproduce
We’ll acknowledge receipt, assess eligibility, and propose a remediation plan or decision.
12) Timelines for Credits/Refunds (If Approved)
- Service Credits: Issued promptly after approval; valid for 90 days unless the SOW specifies otherwise.
- Refunds (if approved): Initiated promptly. Your bank/payment provider may take 5–14 business days to post the credit.
- Processing times for bank transfers depend on your bank and jurisdiction.
13) Governing Documents & Order of Precedence
If there is any inconsistency between this policy and your signed Master Services Agreement (MSA), SOW, or Order Form, those documents govern and take precedence.
14) Updates to This Policy
We may update this policy periodically. The “Last Updated” date reflects the most recent revision. Continued use of our services after changes are posted constitutes acceptance of the updated policy.
Related Policy
- Payment Policy: See our terms on invoicing, methods, and security here → /payment-policy/
