Refund Policy

1. Overview

At UNISEN Systems, we are committed to customer satisfaction and fair business practices. This Refund Policy outlines the terms and conditions under which refunds may be issued for our software products and services.

2. Custom Development Projects - Refund Policy

Our refund policy for custom development projects is designed to ensure fair treatment while protecting against misuse after significant work has been performed.

2.1 Before Development Begins

Full refund available if a project is cancelled before development begins, subject to the following conditions:

• Cancellation request must be made within 7 days of advance payment
• No development work has commenced
• No resources have been allocated to the project
• Refund will be processed to the original payment method

2.2 After Development Begins

Advance payment becomes non-refundable once development work starts because:

• Resources have been allocated to your project
• Development work has been initiated
• Team members have been assigned and committed
• Planning and analysis work has been completed

2.3 Milestone Payments

Milestone payments are non-refundable once the respective milestone is completed and delivered:

• Each milestone represents completed and delivered work
• Payment is due upon successful milestone completion
• Once delivered and payment received, that milestone payment is final
• Future milestones remain subject to their own terms

2.4 Final Payment

Final payment is non-refundable once the project is completed and delivered:

• All agreed-upon features and functionality have been delivered
• Project has been completed according to specifications
• Final deliverables have been provided to the client

3. Quality Assurance and Issue Resolution

We are committed to delivering quality work. If you have concerns about delivered work:

3.1 Reporting Issues

• Any concerns regarding delivered work must be raised within 7 days of delivery
• Issues should be reported via email to [email protected]
• Provide detailed description of the issue with screenshots or examples
• Late reports (after 7 days) may not be eligible for free corrections

3.2 Resolution Process

Valid issues will be resolved through:

• Bug fixes: Correction of functionality that doesn't work as specified
• Corrections: Adjustments to meet original project specifications
• Clarifications: Explanation of features that may be misunderstood

Note: Issues are resolved through corrections and fixes, not through refunds, as the work has already been performed.

3.3 What is NOT Covered

The following are not considered valid issues for free correction:

• Change requests or new features not in original scope
• Modifications to agreed-upon specifications
• Issues caused by third-party services or hosting
• Problems arising from client-side modifications
• Requests for different design or functionality than originally specified

4. Software Licenses and Subscriptions

4.1 Software Licenses (LedgerOne ERP, AccountOne ERP)

Refunds for software licenses (LedgerOne ERP, AccountOne ERP) may be requested within 7 days of purchase if:

• The software has a critical defect that prevents its intended use
• The software does not match the description provided on our website
• Technical issues cannot be resolved by our support team
• The software was purchased by mistake (duplicate purchase)

4.2 Subscription Services

For subscription-based services:

• Monthly subscriptions: Refunds may be requested within 7 days of the initial subscription date
• Annual subscriptions: Refunds may be requested within 14 days of the initial subscription date
• Renewal charges: Refunds for auto-renewals may be requested within 48 hours of the renewal charge

5. Non-Refundable Items

The following are not eligible for refunds:

• Advance payments after development work has started
• Milestone payments once the milestone is completed and delivered
• Final payments once the project is completed and delivered
• Services already rendered or completed
• Training and consultation services after delivery
• Setup and installation fees after completion
• Data migration services after completion
• Third-party services or licenses purchased through us
• Purchases made more than 30 days ago (unless otherwise specified)

6. Refund Request Process

6.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team at [email protected]
2. Provide your order number, purchase date, and reason for refund
3. Include any relevant documentation or screenshots
4. Allow our team to attempt to resolve the issue before proceeding with the refund

6.2 Refund Review

Once we receive your refund request:

• We will review your request within 2-3 business days
• Our support team may contact you for additional information
• We will attempt to resolve any technical issues before processing a refund
• You will be notified of the approval or rejection of your refund request

6.3 Refund Processing

If your refund is approved:

• Refunds will be processed within 5-7 business days
• Refunds will be issued to the original payment method
• Bank processing times may vary (typically 5-10 business days)
• You will receive a confirmation email once the refund is processed

7. Partial Refunds

Partial refunds may be granted in the following situations:

• Subscription cancellations mid-cycle (prorated refund)
• Downgrade of service plans (difference refunded)
• Partially completed custom projects (based on agreement terms)
• Service disruptions or downtime exceeding our SLA commitments

8. Cancellations

8.1 Subscription Cancellations

• You may cancel your subscription at any time
• Cancellations take effect at the end of the current billing period
• No refunds are provided for the remaining days of the current billing period (unless within the refund eligibility period)
• You will retain access to the service until the end of the paid period

8.2 Custom Project Cancellations

• Full refund available if cancelled within 7 days of advance payment and before work begins
• Once development starts, advance payment is non-refundable
• Cancellation fees may apply based on work completed
• All deliverables completed up to cancellation remain your property

9. Chargebacks

We encourage you to contact us directly to resolve any billing disputes. If you initiate a chargeback:

• Your account and services will be immediately suspended
• We will provide evidence of service delivery to your financial institution
• Chargeback fees may be charged to your account
• Future purchases may be restricted

10. Service Level Agreement (SLA) Credits

If we fail to meet our SLA commitments:

• You may be eligible for service credits
• Credits are calculated based on downtime duration
• Credits are applied to your next billing cycle
• SLA terms are outlined in your service agreement

11. Exceptions and Special Cases

Refund requests outside the standard policy may be considered on a case-by-case basis for:

• Extraordinary circumstances
• Technical issues beyond our control
• Legal or regulatory requirements
• Long-term customer relationships

12. Fair Use and Anti-Abuse

This refund policy is designed to ensure fair treatment while protecting against misuse:

• We reserve the right to deny refunds if there is evidence of abuse or fraud
• Repeated refund requests may result in account restrictions
• Refunds will not be granted for work that has been completed and delivered as specified
• We maintain the right to refuse service to clients who abuse the refund policy

13. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after changes constitutes acceptance of the updated policy.

14. Contact Information

For refund requests or questions about this policy, please contact us:

• Email: [email protected]
• Phone: +92 (346) 891-8711 | +92 (335) 378-9981
• Address: Saadi Town Block 1, R766, Karachi, Sindh 75340
• Business Hours: Monday - Saturday, 9:00 AM - 6:00 PM (PKT)