Return & Refund Policy

Official policy detailing refund eligibility, processing terms, digital service conditions, and merchant contact information for Roxan Labs SaaS products.

Effective Date: August 21, 2026

7-Day Refund Guarantee

Compliance Navigation:

Terms & Conditions Privacy Policy Return / Refund Policy Shipping Policy Cancellation Policy

Table of Contents

1. Return & Refund Policy Overview

2. Refund Eligibility & 7-Day Guarantee

3. How to Request a Refund

4. Refund Processing Timelines

5. Registered Merchant Address & Contact Details

Have a billing question?

Contact our merchant support team for payment and refund assistance.

Merchant Desk WhatsApp

1. Return & Refund Policy Overview

At Roxan Labs ("Company", "We", "Us", or "Our"), we strive to deliver world-class Software-as-a-Service (SaaS) products, cloud applications, and software engineering services. This Return & Refund Policy outlines the conditions, eligibility criteria, and procedures governing refunds for our products (including Rox Shield, Rox Edu ERP, WhatsApp Smart CRM, ISP Billing SaaS, Rox Guardian, and Rox Khata).

Digital Cloud Product Model

All software products provided by Roxan Labs are delivered electronically via cloud server hosting, web dashboards, and API access. Because our services are digital in nature, standard physical product return procedures do not apply. Instead, refund eligibility is managed according to the guidelines set forth below.

2. Refund Eligibility & 7-Day Guarantee

We offer a 7-Day Money-Back Guarantee on first-time subscription plan purchases for eligible SaaS modules:

Eligible for Full Refund

• Initial subscription fees requested within 7 calendar days of first account activation.
• Inability to access cloud dashboard due to unresolved backend service faults on our part.
• Duplicate billing charges caused by payment gateway processing errors.

Non-Refundable Items

• Subscription renewal charges billed after the initial 7-day trial/refund window.
• Consumable metered credits (e.g., WhatsApp API message credits dispatched).
• Customized enterprise software development work already executed.
• One-time technical setup, installation, or staff training fees once delivered.

3. How to Request a Refund

To initiate a refund request, subscribers must contact our support team within the eligible 7-day timeframe with proof of purchase:

Step 1: Contact Support Desk

Submit your request via email to info@roxanlabs.com or via WhatsApp at +92 318 1169320.

Step 2: Provide Transaction Details

Include your account email, registered business name, transaction ID, invoice number, and reason for the refund request.

Step 3: Verification & Approval

Our billing department will review your claim within 1–2 business days. Approved refunds are processed immediately back to your original payment method.

4. Refund Processing Timelines

Once a refund is approved by Roxan Labs, credit initiation times depend on your financial provider or payment gateway (PayFast, JazzCash, EasyPaisa, credit card issuer, or bank):

Digital Wallets & Bank

2 to 5 business days for bank account & mobile wallet credit.

Credit / Debit Cards

5 to 10 business days depending on card issuer billing cycles.

Direct Bank Transfer

1 to 3 business days following IBAN confirmation.

5. Registered Merchant Address & Contact Details

For refund assistance, compliance inquiries, or billing support, please contact our merchant desk:

Registered Physical Office Address:

Shop No. G-35, KN Gohar Green City, Behind Malir Court, Karachi, Pakistan

Official Phone / WhatsApp Contact:

+92 318 1169320

Support Email Address:

info@roxanlabs.com