Refund and Cancellation Policy

Last updated: October 21, 2026

This policy applies to all plans, add-ons and services sold on ecomcockpit.app by Solutionoir SMC-Private Limited (“eComCockpit”, “we”). eComCockpit is online software and services: nothing physical is shipped, so there is nothing to return. Refunds are handled as described below.

1. Free trial

Every plan starts with a 14-day free trial. No payment is taken during the trial and no card is needed to start it. If you do not choose a paid plan before the trial ends, your account is paused; nothing is charged.

2. Cancelling a subscription

  • You can cancel a plan or a monthly add-on at any time by emailing wajeeh@solutionoir.com from your registered email address, or by calling or messaging us on +92 339 9922255. We confirm the cancellation in writing within 1 business day.
  • Cancellation stops the next renewal. Your account keeps working until the end of the period you have already paid for; no further charges are made after that.
  • After cancellation you can export your data for 30 days. After that, data is handled as described in our Privacy Policy.

3. Refunds on subscriptions

  • First payment: if you are not satisfied, ask for a refund within 7 days of your first paid month and we refund that payment in full.
  • Later monthly payments: monthly fees are not refunded for a month that has already started. When you cancel, you keep access until the end of that month and are not charged again.
  • Unused periods: if you paid for more than one month in advance, we refund every full unused month remaining after the month in which you cancel.
  • Downgrades: moving to a cheaper plan takes effect from your next billing date; the difference for the current month is not refunded.
  • Our fault: if the service is unavailable for more than 72 hours in a row through our fault, we credit or refund the affected days on request.

4. Refunds on one-time services

  • Onboarding and setup, store cloning and migration, custom integrations: full refund if you cancel before work starts. Once work has started, we refund the part that has not yet been delivered, based on the agreed scope. No refund after the service has been delivered and accepted.
  • Managed order confirmation: billed for orders already handled. You can stop the service at any time with 3 business days’ notice. Orders already handled are not refunded; if you believe an order was handled incorrectly, tell us within 7 days and we will review it and credit it if we were at fault.

5. Charges we cannot refund

Fees paid to third parties on your behalf, such as WhatsApp conversation fees charged by Meta, are passed through at cost and cannot be refunded once used. Courier charges are paid by you directly to your courier and are not collected by us.

6. Duplicate or incorrect charges

If you are charged twice, or charged an amount that does not match the plan you chose, we refund the difference in full. Tell us within 30 days of the charge.

7. How to ask for a refund and timelines

  1. Email wajeeh@solutionoir.com or call +92 339 9922255 with your registered email address, the date and amount of the payment, and the reason.
  2. We acknowledge your request within 1 business day and decide within 3 business days.
  3. Approved refunds are sent back to the original payment method through our payment partner, PayFast, within 3 business days of approval. Your bank or wallet usually shows the credit within 7 to 14 business days, depending on the bank.

Refunds are made in Pakistani Rupees to the same card, bank account or wallet used to pay. We do not refund in cash or to a different account.

8. Chargebacks and payment disputes

  • Please contact us first. Most billing problems are solved within a day, and a refund from us is faster than a bank dispute.
  • If you raise a chargeback or dispute with your bank, we receive the claim through PayFast and respond with the records of your subscription, usage and our communication with you, within the time the bank allows.
  • While a dispute is open, the account may be limited to read-only access. If the dispute is decided in your favour, the amount is returned to you by your bank and the subscription ends. If it is decided in our favour, the account is restored and the charge stands.
  • A chargeback raised for a payment that was already refunded, or for a service that was used as agreed, may lead to the account being closed.

9. Contact

Solutionoir SMC-Private Limited, Rajput Palace, 4 Ali Villas, Okara, Punjab, Pakistan. Phone +92 339 9922255, email wajeeh@solutionoir.com. Hours: Monday to Saturday, 10:00 am to 7:00 pm (PKT).