Refund Policy

1. Overview

Because every engagement at Paak Communication is custom-scoped and resource-allocated in advance, our refund policy balances fairness to the client with the realities of an agency delivering work-in-progress. This page sets out the standard policy. Where a signed Statement of Work contains different terms, the signed SOW prevails.

2. Monthly retainers

Monthly retainers may be terminated by either party with 30 days written notice. If you have paid in advance, any unused, unworked hours within the current billing month are refunded pro-rata within 14 business days of termination, less any third-party costs (ad spend, software licences, freelance contributors) that have already been committed on your behalf.

3. Project engagements

Project engagements (websites, brand identities, mobile apps, etc.) are typically split into three milestones: 30% on signature, 40% at mid-point delivery, and 30% on launch.

• The 30% deposit is non-refundable once we have started discovery work, because resources have been allocated and senior staff time has been committed.
• If you terminate the project after the deposit but before the mid-point milestone, you will receive all work-in-progress completed to date and we will not invoice the remaining 70%.
• If you terminate after the mid-point milestone, the mid-point payment is non-refundable but you receive all work-in-progress and we will not invoice the final 30%.

4. BPO services

BPO seats are billed monthly in advance and can be cancelled with 30 days written notice. We do not offer pro-rata refunds for partial months once agents have been allocated to your account, because their salaries are committed in advance.

5. Third-party costs

Ad spend, third-party software licences, stock assets, paid plugins, domain registrations and hosting fees paid on your behalf are non-refundable, regardless of project status.

6. Quality-of-work concerns

If you believe a deliverable does not meet the agreed specification, contact us within 14 days of delivery. We will review the work against the SOW and, if we agree it falls short, revise it at no extra cost. Refunds for quality-of-work concerns are considered on a case-by-case basis and granted only where revisions are not possible.

7. How to request a refund

Email ali@paakcomm.com with your project name, invoice number and the reason for the request. We aim to respond within 5 business days and to process approved refunds within 14 business days using the original payment method.

8. Disputes

If we cannot agree on a refund, the dispute-resolution clause of the signed MSA applies. In the absence of an MSA, disputes are resolved under the laws of the Islamic Republic of Pakistan in the courts of Karachi.

Questions about this document? Email ali@paakcomm.com or write to Paak Communication, 208 Business Arcade, Karachi, Sindh 75300, Pakistan.