Service Cancellation & Refund Policy

At Haya Naturals (SMC-Private) Limited, we provide specialized B2B digital integration, API connectivity, and technical onboarding services. Our commitment is to deliver high-quality, secure, and reliable technical infrastructure for our corporate partners.

As our services involve professional labor, technical resource allocation, and custom system configurations, the following policy governs the cancellation and refund of our services.

1. Scope of Policy

This policy applies exclusively to verified B2B clients and corporate entities utilizing the Digital Services Division of Haya Naturals. Since we do not provide consumer-facing services or physical products, “Returns” in the traditional sense do not apply.

2. Service Cancellation

Project Initiation: Clients may request to cancel a service agreement prior to the commencement of technical onboarding or API documentation exchange.
In-Progress Projects: If a project is cancelled after technical integration or sandbox testing has begun, Haya Naturals reserves the right to retain a portion of the service fee to cover administrative and engineering costs incurred up to that date.
Notice Period: For ongoing maintenance or monitoring services, a written notice of 30 days is required for cancellation, as specified in your individual Service Level Agreement (SLA).

3. Refund Policy

Setup & Integration Fees: Fees associated with business verification, technical onboarding, and API integration are generally non-refundable once the integration process has been initiated or completed.
Service Milestones: Payments made upon the successful completion of specific technical milestones (e.g., Sandbox Validation, Production Deployment) are non-refundable.
Subscription/Maintenance Fees: Refunds for monthly service fees are handled on a pro-rata basis, depending on the terms of the specific B2B contract.

4. Service Credits & Performance

As an aggregator and technology provider, we do not hold merchant funds or process payments for consumers. Therefore:

Refunds are strictly related to service fees paid directly to Haya Naturals.
In the event of technical downtime or failure to meet agreed-upon Service Level Agreements (SLAs), Haya Naturals may, at its discretion, issue Service Credits toward future billing cycles instead of monetary refunds.

5. Non-Refundable Items

Custom API development or workflow automation specifically built for the client’s infrastructure.
Business verification and KYC documentation review fees.
Third-party costs or license fees paid on behalf of the client.

6. Dispute Resolution

If you believe there has been an error in billing or are dissatisfied with the technical delivery, please contact our support team at haya.naturals7@gmail.com within 7 business days. We are committed to working with our corporate partners to reach a fair and technical resolution.

7. Governing Law

This policy is governed by the laws of the Islamic Republic of Pakistan. Any disputes shall be subject to the exclusive jurisdiction of the courts in Karachi.