Our Commitment
At Softhat IT Solutions, we are committed to delivering high-quality IT services that meet your expectations. We understand that sometimes circumstances may require adjustments to our agreements, and we're here to work with you to find fair solutions.
1. Service Categories
Our refund policy varies based on the type of service provided:
1.1 Custom Development Projects
- Website Design and Development
- Custom Software Solutions
- E-commerce Platforms
- Mobile Applications
1.2 Digital Marketing Services
- Search Engine Optimization (SEO)
- Social Media Marketing (SMM)
- Pay-Per-Click (PPC) Advertising
- Content Marketing
1.3 Consultation and Support Services
- Technical Consultation
- IT Audits
- Ongoing Maintenance
- Training Services
2. Refund Eligibility
Eligible for Full Refund
You may be eligible for a full refund under the following circumstances:
- Project cancellation within 48 hours of contract signing (before work begins)
- We fail to deliver agreed-upon milestones within specified timeframes
- Technical impossibility of project completion as originally scoped
- Breach of contract terms by Softhat IT Solutions
Eligible for Partial Refund
Partial refunds may be considered in these situations:
- Project cancellation after work has commenced (refund for incomplete milestones)
- Significant changes in project scope requested by client
- Mutual agreement to terminate services early
- Force majeure events preventing project completion
Not Eligible for Refund
Refunds will not be provided in the following cases:
- Change of mind after project completion
- Client fails to provide required materials or feedback
- Client-requested changes beyond original scope
- Third-party service failures beyond our control
- Completed work that meets agreed specifications
- Services rendered more than 30 days ago
3. Refund Process by Service Type
3.1 Website Development Projects
Milestone-Based Refunds: Projects are divided into milestones with payments. Refunds apply only to incomplete milestones.
- Discovery & Planning Phase: 100% refundable if cancelled within 48 hours
- Design Phase: 50% refundable if major revisions exceed agreed scope
- Development Phase: Refund based on percentage of completion
- Testing & Launch: No refund once site is delivered and approved
3.2 SEO Services
Monthly Retainer Model: SEO services are ongoing with results measured over time.
- First Month: 50% refundable if no optimization work has begun
- Subsequent Months: Prorated refund for unused portion of month
- No refund for months where services were actively provided
- Minimum 30-day notice required for service termination
3.3 Social Media Marketing
Campaign-Based Refunds: Refunds depend on campaign stage and deliverables completed.
- Strategy Development: 100% refundable before implementation
- Content Creation: Refund minus cost of completed content
- Active Campaigns: No refund for running campaigns
- Ad Spend: Third-party advertising costs are non-refundable
4. Refund Request Process
To request a refund, please follow these steps:
- Submit Written Request: Email us at info@softhat.pk with detailed refund request
- Include Documentation: Provide relevant contracts, invoices, and project details
- State Reason: Clearly explain the reason for refund request
- Review Period: We will review your request within 5-7 business days
- Response: You will receive our decision via email with next steps
- Processing: Approved refunds are processed within 10-15 business days
5. Refund Methods
Refunds will be processed using the same payment method as the original transaction:
- Bank Transfer: 3-5 business days
- Online Payment Gateways: 5-10 business days
- Cash Payments: Immediate upon approval (in-person collection)
- International Transfers: 7-15 business days
6. Prevention is Better Than Cure
To avoid refund situations, we recommend:
- Clear Communication: Discuss expectations thoroughly before starting
- Detailed Contracts: Ensure all requirements are documented
- Regular Check-ins: Schedule progress reviews throughout the project
- Milestone Approvals: Sign off on each phase before proceeding
- Open Dialogue: Address concerns immediately rather than waiting
Last Updated: June 2025
This Return & Refund Policy is effective as of the date listed above. We reserve the right to update this policy with advance notice to existing clients.
