DIGINUANCE

Effective: 16 May 2026

1. Scope of This Policy

This Return Policy explains what can — and what cannot — be returned or cancelled after you have purchased a service from Diginuance (SMC-PRIVATE) LIMITED through https://diginuance.com or a signed service agreement. It complements our Refund Policy (which deals with money) and our Shipping & Delivery Policy (which deals with delivery mechanics).

2. Nature of Our Services

Diginuance offers digital, bespoke and subscription services — not physical merchandise. Once a SaaS subscription is provisioned, source code is delivered, or development work has commenced, the service has been substantially performed and cannot be physically “returned” in the way a tangible product can. This policy therefore defines equivalent rights for digital and service contexts.

3. SaaS Subscription Cancellations (Equivalent of Return)

3.1 Self-Service Cancellation

You may cancel a SaaS subscription at any time from your account dashboard or by emailing [email protected]. Cancellation stops future renewals; access continues until the end of the current paid billing period.

3.2 Free-Trial Returns

If your plan includes a free trial, no payment is captured during the trial period. Cancel before the trial ends and you will not be charged. No further action is required to “return” the subscription.

3.3 Data Export on Return

When you cancel a subscription, you may request a one-time export of your data within 30 days of cancellation. After 30 days the data is permanently deleted from active systems and backups per our retention schedule.

4. Custom Development & Consulting Services

4.1 Before Work Commences

If you cancel a custom development or consulting engagement before any work has commenced, any advance you paid is fully returnable, less any non-recoverable third-party costs (for example, paid plugin licences or domain registrations) already incurred on your behalf.

4.2 After Work Commences

Once development has started, the work product cannot be “returned”. You may, however, terminate the engagement at any time. Work completed up to the cancellation date will be invoiced proportionally; unused prepaid amounts will be returned after deducting incurred costs. A final settlement statement is issued within 10 business days.

4.3 Defective or Non-Conforming Deliverables

If a delivered milestone does not conform to the agreed specification, you may — within 5 business days of delivery — reject it in writing with specific reasons. We will rework the deliverable at no extra cost. If we cannot remedy the defect within a reasonable second attempt, you may invoke the Refund Policy.

5. Digital Downloads & One-Time Purchases

Digital downloads (plugin licences, design templates, technical reports) are deemed delivered upon being made available to you. Because they cannot be physically retrieved after download, they are generally non-returnable. Exceptions:

  • Defective file: if the download is corrupt or does not match the description, we will replace it or refund per the Refund Policy.
  • Duplicate purchase: if you accidentally purchased the same item twice, contact us within 7 days for a refund of the duplicate.
  • Wrong item delivered: if you received a different download than the one purchased, we will deliver the correct item and refund the wrongly delivered one.

6. Items That Cannot Be Returned

  • Time-and-materials consulting hours that have already been performed.
  • SaaS billing periods that have been partially used (cancellation stops future renewals but does not refund the current period unless our Refund Policy applies).
  • Third-party costs we paid on your behalf and cannot recover (cloud hosting consumed, paid domain registrations, third-party plugin licences activated for your project).
  • Custom development work that has been delivered and accepted.

7. How to Request a Return / Cancellation

  1. Email [email protected] with the subject line “Return Request — [Order/Project ID]”.
  2. Include your order number or project name, purchase date, and a clear reason for the return or cancellation.
  3. We will acknowledge within 2 business days and confirm eligibility within 5 business days.
  4. If eligible, cancellation is processed immediately and any associated refund follows the timelines in the Refund Policy.

8. Disputes

If we cannot agree on the outcome of a return request, the dispute will be handled per the dispute-resolution clause in our Terms and Conditions. Cardholders paying via PayFast or another State Bank of Pakistan licensed Payment Service Provider also retain their statutory chargeback rights with their issuing bank.

9. Contact Us

  • Diginuance (SMC-PRIVATE) LIMITED
  • House 153, Street 1, Sector 1, AECHS, Rawalpindi, Pakistan
  • Phone: +92 321 5823826
  • Email: [email protected]
  • Hours: Monday to Friday, 9:00 AM – 6:00 PM PKT