Refund & Cancellation Policy

At NEVO (SMC-PRIVATE) LIMITED ("Nevo", "we", "us", or "our"), customer satisfaction, operational transparency, and financial integrity are central to how we partner with restaurant operators. This Refund & Cancellation Policy outlines the evaluation terms, invoice procedures, refund eligibility criteria, and dispute turnaround workflows governing our software services and subscriptions.

1. Onboarding & 24-Hour Trial Evaluation Period

To eliminate purchase risk, Nevo provides prospective merchants with comprehensive onboarding access:

• Full System Access: Upon initial onboarding, merchants and their authorized staff receive full access to test the entire system, console interfaces, and features.
• 24-Hour Evaluation Window: Within 24 hours of onboarding and system testing, our team verifies that the merchant's setup is fully functional. Only after this verification does our team transition the account status from free trial to a paid subscription.
• Itemized Invoicing: A merchant is never billed automatically without review. A formal, itemized invoice detailing the specific monthly software modules, branch count, and fees is issued for payment.

2. Standard Subscription Refund Policy

2.1 Post-Activation Policy

Because every restaurant business is granted trial access to evaluate and understand the software prior to transitioning to a paid subscription, completed subscription payments are generally non-refundable once the invoice is paid and production access is active.

2.2 Non-Refundable Scenarios

Subscription fees will not be refunded for:

• Change of mind after the trial evaluation period has concluded and the invoice has been settled.
• Incompatibility of third-party hardware (such as legacy receipt printers or routers) that does not meet Nevo’s published hardware requirements.
• Third-party service interruptions outside of Nevo’s control, including local ISP internet outages, cellular data dips, or third-party delivery aggregator API disruptions.

3. 100% Refund Eligibility (Service Guarantees)

We stand firmly behind our software. Merchants are entitled to a full or pro-rated refund in any of the following circumstances:

• Non-Delivery of Services: In the event that Nevo fails to provision your cloud tenant account, software modules, or access credentials within the standard fulfillment timeframe following invoice payment.
• Critical Platform Defects (Blame on Nevo): If the core software suffers critical defects, persistent crashes, or system failures directly attributable to Nevo’s code or cloud infrastructure that prevent the restaurant from operating and cannot be rectified by our engineering team within five (5) business days of written notice.
• Material Discrepancy: If the software delivered substantially deviates from the documented specifications and modules itemized on your signed invoice.

4. Refund Turnaround & Processing Timelines

In compliance with State Bank of Pakistan (SBP) e-commerce regulations and AskPay payment gateway standards:

• Submission of Request: To initiate a refund request, the authorized merchant contact must email [email protected] or [email protected] with the subject line "Refund Request - [Invoice Number]" and an explanation of the issue encountered.
• Audit & Verification: Our technical and billing team will review the logs and assess the claim within three (3) business days.
• Disbursement Timeline: If the refund is approved, the funds will be reversed to the original payment method (bank account, debit card, or credit card) within 5 to 7 business days, subject to the issuer bank's clearing schedule.

5. Subscription Cancellation Procedure

Merchants may cancel their monthly subscription at any time prior to the generation of the subsequent month's invoice. Since all contracts are invoice-based without multi-year predatory lock-ins, notice given prior to the billing cycle will immediately stop future invoices from being issued.

6. Corporate Entity & Legal Contact

This policy is issued and governed by:

NEVO (SMC-PRIVATE) LIMITED
NTN: J941929
Registered Office: 133G, Street 9, DHA Phase 5, Lahore, Punjab, Pakistan
Customer Support Phone: +92-334-627-7764
Official Support Email: [email protected]
Official Website: www.nevo.pk