Refund & Service Policy

1. Introduction

This Refund & Service Policy (“Policy”) applies to services offered by MicroKosm (“we,” “us,” or “our”) through our website, direct engagements, and subscription-based software offerings. It works together with our Terms of Service and any separate statement of work, order form, or written agreement you enter into with us.

Effective date: 3 April 2026. We may update this Policy; the current version will always be posted on this page.

2. Definitions

For clarity, we use the following general categories:

• Professional Services means custom or project-based work (for example consulting, design, development, implementation, training, or managed deliverables) provided under a proposal, statement of work, or similar engagement document.
• SaaS (Software as a Service) means access to hosted software on a subscription or recurring-fee basis, including trial or paid plans we operate directly.
• Third-Party Platform means an app store, marketplace, payment processor, or reseller through which you may pay or download our offerings. Their terms and refund windows may apply in addition to this Policy.

3. Service Policy

Engagements. Professional Services are described in the applicable agreement (including scope, milestones, timelines, fees, and acceptance criteria). Where no separate document exists, the scope confirmed in writing (including email) before work begins will govern.

Client cooperation. You agree to provide timely instructions, approvals, credentials, content, and access reasonably required for delivery. Delays on your side may affect schedules without liability to us except where prohibited by law.

Changes. Material changes to scope, specifications, or timeline may require a written change order and adjusted fees or dates.

Delivery & acceptance. Deliverables are deemed accepted when stated in your agreement or, if not stated, when you use them in production or do not raise a good-faith defect report within the review period described in the agreement (or a reasonable period if none is stated).

SaaS availability & support. We aim to provide reliable access to SaaS products as described in the applicable product documentation or service description. Maintenance, updates, and support channels (if any) are as specified for each product; we do not guarantee uninterrupted service except where expressly stated in writing.

Fees & taxes. Fees are as quoted or as shown at checkout. Applicable taxes, duties, or withholding may be charged or invoiced in line with applicable law.

4. Refunds — Professional Services

Professional Services are typically bespoke and allocated upon commitment. Unless a written agreement states otherwise:

• Fees for work already performed, milestones accepted, or deliverables provided are generally non-refundable.
• Deposits, advance payments, or minimum commitments may be non-refundable to cover scheduling and resource allocation, as stated in your agreement.
• If we terminate for your material breach or non-payment, refunds are handled only as set out in your agreement or as required by applicable law.

Nothing in this Policy limits any statutory remedy or mandatory consumer protection that applies to you in Pakistan.

5. Refunds — SaaS Subscriptions

For SaaS subscriptions purchased directly from MicroKosm (not through a Third-Party Platform), you may request a refund of fees paid for your initial subscription period if we receive your written request within seven (7) calendar days from the date your paid subscription first becomes active or from the date of the first successful charge, whichever is clearer from your order record.

• This cooling-off window applies once per product or account for your first paid subscription; it generally does not apply to subscription renewals, upgrades, add-ons, or subsequent purchases unless required by law.
• After the seven-day period, recurring subscription fees are non-refundable for the current billing period, but you may cancel future renewals according to the cancellation terms for that product.
• We may deny or adjust a refund request if there is evidence of abuse, violation of our terms, chargeback fraud, or use that materially exceeds fair use during the refund window.

6. How to Request a Refund or Billing Help

Email us at admin@microkosm.com.pk with:

• Your full name and company name (if any)
• Product or engagement reference (order ID, invoice number, or agreement title)
• Date of purchase and payment method category (card, bank transfer, app store, etc.)
• A brief description of your request

We will acknowledge receipt within a reasonable time and respond in line with applicable law. Approved refunds are typically returned to the original payment method; timing may depend on banks or payment providers.

7. Governing Law

This Policy is governed by the laws of the Islamic Republic of Pakistan, without prejudice to mandatory rules that may apply to consumers in your jurisdiction.

8. Contact

Questions about this Policy:

MicroKosm
Address: Plot 5, Street 4, Abdullah Garden, Sector H-13/4, Islamabad, Pakistan (near NUST Gate 7)
Email: admin@microkosm.com.pk
Phone: +92 300 0597595