Refund and Returns Policy

Scope

This policy applies to services and products bought directly from AzAd Solutions. Anything you buy through a third-party marketplace or reseller is covered by that seller's policy.

Where a signed proposal or contract sets out different refund terms for a specific project, that document takes precedence over this page.

Domain registrations and renewals

Domain registrations, renewals and transfers are non-refundable once the domain has been registered or renewed. We pay the registry immediately on your behalf and that charge cannot be reversed.

Please check the spelling of a domain carefully before you confirm it. If a registration fails for a technical reason and the domain is never issued, we refund the fee in full.

Hosting and business email

• If you cancel a new hosting or email plan within 14 days of the first activation, we refund the plan fee in full.
• After 14 days, you may cancel at any time and we refund the unused whole months remaining on the current term, pro-rated.
• Setup, migration and configuration fees are not refundable once that work has been done.
• We do not refund a term that was suspended or terminated because of a breach of our acceptable-use rules.

Details of how these services run are in our Domain, Hosting and Email Policy.

Google Workspace and third-party licences

Licences we resell, including Google Workspace and Microsoft subscriptions, follow the vendor's own refund rules. Where the vendor does not refund a committed term, we cannot refund it either. We will always tell you the commitment before you order.

Design, development and custom work

For websites, software, mobile apps, portals, branding and other commissioned work:

• Before production starts - if you cancel after paying an advance but before we have begun work, we refund the advance in full.
• After production starts - we refund the balance of the advance that covers work not yet carried out. Time already spent on discovery, design, development, project management and third-party costs already committed is not refundable.
• On completion - once deliverables have been approved and handed over, the fee is not refundable. If something we delivered does not match the agreed scope, we will correct it at no charge.

We would always rather fix a problem than end a project. Tell us what is wrong and we will work with you on it first.

Software products and subscriptions

• Subscriptions can be cancelled at any time and will stop at the end of the current billing period.
• We do not refund part-used months on monthly plans. Annual plans cancelled early are refunded for the unused whole months.
• Where a free trial is offered, use it to evaluate the product. Fees charged after a trial ends are not automatically refundable.
• One-off digital downloads and licence keys are not refundable once delivered, unless they do not work and we cannot fix them.

Print and physical goods

Printed items are produced to your order, so they cannot be returned simply because you changed your mind.

• We reprint or refund any order that is defective, damaged in transit, or materially different from the proof you approved.
• Tell us within 7 days of receiving the order and keep the items and packaging so we can inspect them.
• We are not responsible for errors such as spelling mistakes that were present in a proof you approved.
• Where a return is agreed, we arrange collection or reimburse reasonable return postage.

Returns that we accept can be delivered to: AzAd Solutions, 35-G Shama Plaza, 72-Ferozpur Road, Lahore-54600, Pakistan. Please contact us before sending anything so we can log it against your order.

How to request a refund

1. Email info@azad.co from the address on your account.
2. Include your invoice number, the service or order concerned, and the reason for the request.
3. Attach photographs where the issue is with a printed or physical item.

We acknowledge refund requests within 3 business days and aim to reach a decision within 10 business days. If we need longer, we will tell you why.

How approved refunds are paid

Approved refunds are returned to the original payment method wherever possible. Bank transfers and card refunds typically take 5 to 10 business days to appear, depending on your bank.

If the original method is no longer available, we will arrange a bank transfer to an account in the name of the account holder. We do not issue refunds to a different person or business.

If a refund has been approved and has not reached you within the expected period, check with your bank first, then contact us and we will trace it.

Chargebacks

Please raise any billing problem with us before starting a chargeback with your bank. A chargeback opened without contacting us can lead to the associated services being suspended while the dispute is investigated, and we will always provide the issuer with our records of the work delivered.

Contact us

For any question about refunds or returns: