This policy explains when ABT Dev Services (Pvt.) Ltd. (“ABT”) refunds payments and how cancellations work, for custom services and for our software products Qalamora, DishRoute and MandiKhata. It aims to be fair to both sides: you should not pay for work you did not receive, and we must be paid for time, effort and third-party costs already committed. A signed agreement or a product’s published plan terms may give different terms; where they do, they prevail. Effective date: 27 October 2026.
1. Custom services (projects)
Before work starts. If you cancel in writing within 3 business days of paying the mobilisation invoice and before any discovery, design or development has begun, we refund the payment in full, less non-refundable third-party costs we have already paid for you.
After work has started. Payments cover effort that cannot be returned, so refunds are based on progress:
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Accepted milestones and delivered work are not refundable.
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Work in progress on the current milestone is charged at the proportion completed, using the time recorded against the estimate.
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Any prepaid amount for milestones that have not started is refunded.
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Discovery, strategy, audits and consultations are not refundable once delivered, because their value is the advice and documents provided.
If ABT cannot deliver. If we fail to deliver a milestone as agreed and do not correct it within 15 business days of your written notice, you may cancel the remaining work and receive a refund of all amounts paid for that milestone and any later ones.
Retainers and marketing. Monthly services can be cancelled with 15 days’ written notice before the next billing date. The current paid month is not refunded. Unused hours do not roll over or convert to cash unless the retainer says so. Advertising budgets that have not been spent by the platform are returned, less platform fees; spent budgets are not refundable.
2. Software products (Qalamora, DishRoute, MandiKhata)
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Free trials: where a plan includes a free trial, you are not charged until the trial ends and you choose to subscribe. Cancel during the trial and you pay nothing.
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First payment guarantee: if you are not satisfied, ask for a refund within 7 days of your first subscription payment and we refund it in full. This applies once per customer and account, to the first payment only.
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Monthly plans: after the first 7 days, cancel at any time; service continues until the end of the period already paid and is not renewed. Partial months are not refunded.
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Yearly plans: within 7 days of the first yearly payment, a full refund. After that, cancellation stops the next renewal; we do not refund the remaining months, except under the service failure rule below.
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Downgrades: take effect from the next billing period. Upgrades take effect immediately and are charged pro rata for the rest of the period.
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On-premise and desktop licences (Qalamora School Server, DishRoute Restaurant Server): refundable in full within 7 days of purchase if the licence has not been activated. After activation, licences are not refundable, but we will work with you to resolve any installation problem we can reproduce.
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Setup, data migration, training and customisation fees: refundable only if the work has not started.
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Messages and usage credits: SMS, WhatsApp, AI and other usage credits that have been consumed are not refundable. Messages charged by your own provider are between you and that provider.
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Service failure: if a paid plan includes an availability commitment or SLA and we miss it, you receive the service credit stated in the plan. If a product is materially unavailable for more than 7 consecutive days due to our fault, you may cancel and receive a pro-rata refund for the unused paid period.
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Discontinuation: if we discontinue a product or plan you have prepaid, we give at least 90 days’ notice, help you export your data, and refund any prepaid fees for the period after the service ends.
3. Always non-refundable
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Third-party costs paid on your behalf: domains, hosting, SSL certificates, app store developer accounts, premium plugins, themes, fonts, stock media, API and AI usage, advertising already spent.
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Government taxes and bank or payment gateway charges, unless the provider returns them to us.
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Work delivered and accepted, and periods of service already used.
4. How to request a refund or cancel
Email support@abtdevservices.com (or contact@abtdevservices.com) from your account email, or raise a ticket in the client portal, with your name, organisation, invoice number and reason. For products, you can also cancel from the billing settings where available. We acknowledge requests within 2 business days and decide within 7 business days. Approved refunds are paid within 14 business days to the original payment method or, for bank transfers, to an account in the payer’s name. Bank and gateway processing times are outside our control.
5. Your data after cancellation
For products, your account becomes read-only at the end of the paid period and your data remains available to export for 30 days. After that it may be permanently deleted from live systems, and from backups as they expire. For custom projects, we hand over completed and paid-for work as described in our Client Services Policy.
6. Chargebacks and disputes
Please contact us before disputing a payment with your bank, so we can resolve it quickly. If a chargeback is raised for a payment that is not refundable under this policy, we may suspend the related service while it is investigated and provide the bank with records of the work or service delivered.
7. Your statutory rights
This policy does not limit any right you have under applicable consumer protection law, including the Punjab Consumer Protection Act, 2005, where it applies to you. Most of our services are supplied to businesses and organisations.