1. Scope & precedence
This refund policy explains our default approach for website visitors and clients who do not have a separate written agreement. If you have a signed SOW, MSA, order form, or amendment that defines refunds, cancellation fees, or credits, that document prevails for the covered engagement.
Website quotations from get a quotation are non-binding until both parties sign a contract and any required deposit is received.
2. Nature of services
NASBIX delivers custom professional services. Fees compensate for expert time, management, quality assurance, and deliverables—not a shrink-wrapped license with a standard “return within 30 days” model. Acceptance of deliverables, change requests, and rework are governed by your contract and our delivery approach.
Demo content and marketing materials on nasbix.com are informational and not billable services.
3. Deposits & milestone payments
Many engagements use:
- Kickoff or booking deposit — reserves team capacity and may be applied to the first invoice.
- Milestone invoices — tied to agreed phases (discovery, design, build, UAT, launch, hypercare).
- Time-and-materials or retainer blocks — billed per period or consumed hours as stated in the SOW.
Unless your contract says otherwise, deposits and milestone payments for work already performed or non-recoverable costs incurred are not refundable. Invoices are due per payment terms (commonly net 7–30 days from issue unless specified).
4. When refunds may apply
Subject to your signed agreement, we may issue a refund or credit when:
- You paid in error (duplicate payment, wrong amount) and no work was allocated to the excess.
- A engagement has not started and your contract explicitly allows a cooling-off or full deposit refund before kickoff.
- We terminate for reasons other than your material breach and the contract requires refund of unused prepaid amounts.
- Both parties agree in writing to a mutual termination settlement that includes a refund or credit.
Refund eligibility is evaluated case by case with reference to invoices, timesheets, and deliverable status.
5. Non-refundable items
The following are typically non-refundable unless your contract states otherwise:
- Work completed and delivered (code, designs, documentation, reports) that you have accepted or used.
- Hours logged against approved scope, change orders, or emergency support.
- Third-party licenses, cloud usage, domain registration, app store fees, or vendor subscriptions procured on your behalf.
- Travel or on-site expenses already incurred with your prior approval.
- Rush fees, dedicated hiring placement fees, or minimum commitment periods defined in the SOW.
6. Cancellation by client
If you cancel or pause an engagement:
- You remain responsible for fees for work performed through the effective cancellation date and for non-recoverable third-party costs.
- Your contract may include a notice period (e.g. 14–30 days) for dedicated team or retainer models.
- We will deliver work-in-progress and transfer repositories or assets per the contract and any outstanding invoice settlement.
To discuss cancellation, email support@nasbix.com with your company name, project reference, and contract contact.
7. Cancellation by NASBIX
We may suspend or terminate services if invoices are overdue, if you materially breach the contract, or if continuing would violate law or our acceptable-use expectations. Refunds after such termination follow the termination clause in your agreement; we do not refund amounts owed for completed work.
If we cancel without cause where the contract allows, unused prepaid amounts may be refunded or credited as specified in writing.
8. Partial refunds & credits
When a full refund is not appropriate, we may offer:
- A credit note toward future NASBIX services within an agreed validity period.
- A partial refund of unused retainer hours or prepaid blocks documented on the invoice.
- Offset against final true-up invoices on time-and-materials engagements.
Credits are non-transferable unless we agree otherwise in writing.
9. Third-party costs
Fees paid directly to third parties (payment gateways, Apple/Google developer programs, hosting providers, SaaS tools) are governed by those vendors’ refund policies. NASBIX cannot guarantee refunds on pass-through charges once provisioned in your name or account.
10. Support retainers & managed services
Ongoing support, SLA-backed maintenance, and managed DevOps are billed per period or consumed hours. Unused hours in a billing period may roll forward or expire as stated in your SOW. Refunds for unused retainer time apply only when explicitly included in your agreement; otherwise unused time may convert to credit at our discretion.
See managed support for service descriptions; commercial terms remain in your contract.
11. Disputes & chargebacks
Please contact us before initiating a payment dispute or chargeback so we can review invoices and delivery records. Unjustified chargebacks may pause active work and are handled under the dispute resolution section of your MSA or our terms of services.
12. How to request a refund
Send a written request to support@nasbix.com including:
- Legal entity name and billing contact
- Invoice number(s) and payment date
- Amount requested and reason
- Reference to SOW/MSA section if applicable
For general billing or contract routing (non-active delivery), you may also use contact us and select the appropriate inquiry type.
13. Processing time
We aim to acknowledge refund requests within 5 business days and to resolve eligible requests within 15 business days after receiving complete information. Approved refunds are returned to the original payment method where possible, or by bank transfer for wire payments, subject to banking timelines and currency conversion rules.
Refund amounts exclude non-recoverable processing fees charged by payment providers unless we agree otherwise.
14. Changes to this policy
We may update this policy by posting a revised version with a new “last updated” date. Changes apply to new engagements and website readers from the publish date. Active contracts continue under their signed refund and cancellation terms unless amended in writing.
15. Contact
NASBIX TECHNOLOGIES
T-12, 3rd Floor, Mateen Shopper’s Gallery, Tariq Road, Karachi, Pakistan
Billing & refunds: support@nasbix.com
Contracts & quotations: hello@nasbix.com
Phone: +92-340-6766799
