This Refund & Cancellation Policy outlines the terms and conditions under which Vertex Technologies ("we," "our," or "us") processes refunds and cancellations for our products and services, including the Pickroo school transport tracking platform. We are committed to ensuring customer satisfaction while maintaining fair and transparent policies.
1. Scope
This policy applies to all paid services and subscriptions offered by Vertex Technologies, including but not limited to:
- Pickroo subscription plans (monthly and annual)
- Custom software development services
- Technology consulting and professional services
- Any other paid digital products or services offered through our platforms
2. Subscription Services (Pickroo)
2.1 Free Trial Period
Where applicable, new users may be offered a free trial period. During the trial period, you may cancel at any time without being charged. If you do not cancel before the trial period ends, your subscription will automatically convert to a paid plan and you will be charged according to the selected plan.
2.2 Monthly Subscriptions
- Monthly subscriptions may be cancelled at any time before the next billing cycle
- Upon cancellation, you will continue to have access to the service until the end of the current billing period
- Refunds for partial months are not provided for monthly subscriptions
- No additional charges will be incurred after cancellation takes effect
2.3 Annual Subscriptions
- Annual subscriptions may be cancelled within 14 days of the initial purchase or renewal for a full refund
- After the 14-day window, cancellation will take effect at the end of the current annual billing period, and no pro-rated refunds will be issued
- You will retain access to the service until the end of the paid period
3. Refund Eligibility
Refunds may be granted under the following circumstances:
Eligible for Refund
- Duplicate charges: If you were charged more than once for the same service or billing period
- Service not delivered: If a paid service was not provided or was materially different from what was described
- Technical failure: If a persistent technical issue on our end prevented you from accessing or using the service, and we were unable to resolve it within a reasonable timeframe
- Annual plan early cancellation: Cancellation within 14 days of purchase or renewal of an annual plan
- Unauthorized transactions: If a charge was made without your authorization (subject to verification)
Not Eligible for Refund
- Change of mind after the applicable refund window has passed
- Failure to use the service during the subscription period
- Violation of our Terms of Service leading to account suspension or termination
- Dissatisfaction with features that were clearly described prior to purchase
- Temporary service interruptions due to scheduled maintenance or force majeure events
- Third-party service outages beyond our control (e.g., payment gateway downtime, ISP issues)
4. Custom Software & Professional Services
4.1 Project-Based Services
- Refund terms for custom software development and consulting services are governed by the specific contract or agreement signed between the parties
- In the absence of a separate agreement, the following applies:
- A full refund is available if the project has not commenced and no work has been delivered
- If work has commenced, refunds will be pro-rated based on the percentage of deliverables completed
- No refund is available after final delivery and client acceptance of the project
4.2 Milestone-Based Projects
For projects structured around milestones, payment is collected per milestone. Refunds may only be issued for milestones that have not yet been started. Completed and approved milestones are non-refundable.
5. How to Request a Refund
To request a refund, please follow these steps:
- Contact our support team via WhatsApp at +92 315 6563755 or through the contact form on our website
- Provide your full name, account email, transaction reference or receipt number, and the reason for your refund request
- Our team will acknowledge your request within 2 business days
- We will review the request and communicate our decision within 7 business days of acknowledgment
6. Refund Processing
- Method: Approved refunds will be processed through the original payment method used for the transaction
- Currency: All refunds are issued in Pakistani Rupees (PKR), regardless of the original payment currency
- Timeline: Refunds will be processed within 7-10 business days after approval. Depending on your bank or payment provider, it may take an additional 5-10 business days for the refund to appear in your account
- Transaction Fees: Payment gateway or transaction fees that are non-recoverable may be deducted from the refund amount. We will inform you of any such deductions before processing
7. Cancellation Process
7.1 How to Cancel
You may cancel your subscription or service through any of the following methods:
- Through your account settings within the Pickroo app or web dashboard
- By contacting us via WhatsApp at +92 315 6563755
- By submitting a cancellation request through our website contact form
7.2 Cancellation Confirmation
You will receive a confirmation of your cancellation via email or WhatsApp within 2 business days. Please retain this confirmation for your records. If you do not receive a confirmation, please contact us to ensure your request was processed.
7.3 Effects of Cancellation
- You will continue to have access to the service until the end of your current paid period
- Your data will be retained for 30 days after the service period ends, after which it will be permanently deleted in accordance with our Privacy Policy
- Any unused credits, features, or benefits associated with your plan will expire at the end of the paid period
- You may reactivate your subscription at any time by selecting a new plan
8. Chargebacks and Payment Disputes
If you believe a charge is unauthorized or incorrect, we encourage you to contact us directly before initiating a chargeback with your bank or payment provider. Filing a chargeback without first contacting us may result in:
- Immediate suspension of your account and access to all services
- Loss of eligibility for future refunds
- Additional administrative fees as permitted by applicable law
We are committed to resolving disputes fairly and promptly. In most cases, we can resolve the issue faster than the chargeback process.
9. Service Delivery & Provisioning
Vertex Technologies provides digital services and software products only. We do not ship or deliver any physical goods. All services are provisioned electronically over the internet, and there is no physical shipping cost, customs duty, or delivery address required at checkout.
9.1 SaaS & Subscription Products (e.g., Pickroo)
- Account access credentials are emailed to the registered email address within 1 business hour of successful payment confirmation, and in all cases no later than 24 hours.
- Mobile applications are accessed via the App Store and Google Play; download links are included in the welcome email.
- Subscriptions auto-renew at the end of each billing cycle unless cancelled in line with Section 7 (Subscription Cancellations).
- Service availability is targeted at 99.5% uptime, excluding scheduled maintenance windows announced in advance.
9.2 Custom Development & Professional Services
- Custom projects are delivered against a signed Statement of Work (SOW) that defines milestones, deliverables, and timelines.
- Deliverables (source code, design assets, documentation) are transferred via secure repositories (GitHub, Bitbucket, or similar) and access is granted within 2 business days of milestone payment confirmation.
- Final hand-off occurs upon completion of acceptance testing as defined in the SOW.
9.3 Delivery Confirmation
A delivery confirmation email is sent to the customer once access has been provisioned. The date of this email is the official "delivery date" and starts the refund eligibility window described in Section 3 (Refund Eligibility).
9.4 Failed or Delayed Provisioning
If your service is not provisioned within the stated timeframe due to an issue on our side, please contact us on WhatsApp or call +92 315 6563755. We will resolve the issue or, where resolution is not possible, issue a full refund in line with this policy.
10. Changes to This Policy
We reserve the right to modify this Refund, Cancellation & Service Delivery Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Material changes will be communicated through our website or via email. Your continued use of our services after changes take effect constitutes acceptance of the updated policy.
11. Governing Law
This policy is governed by and construed in accordance with the laws of the Islamic Republic of Pakistan. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in Lahore, Pakistan.
12. Contact Us
If you have any questions about this Refund & Cancellation Policy or wish to submit a refund request, please contact us at:
Vertex Technologies
House No. 502, Street No. 13
Eden Lane villas 2, Lahore, Pakistan
Phone: +92 315 6563755
WhatsApp: +92 315 6563755
Website: www.vertextechpk.com