Refund Policy

This Refund Policy explains when and how refunds are provided for services purchased from Shadow Innovations ("we", "us", "our") through this website. By placing an order, you agree to this policy. We sell digital services (website development), and this policy is written to be fair to both our customers and our team.

1. What You Are Purchasing

All orders on this website are for digital services — specifically, the website development package described on our Services & Pricing page. No physical goods are shipped. The full price is collected once, in advance, in Pakistani Rupees (PKR) through our payment gateway, Rapid Gateway.

2. When You Can Get a Full Refund

• Before project work begins: If you cancel your order within 48 hours of payment AND before our team has started design or development work, you receive a 100% refund, minus any payment-gateway transaction fee charged on the original payment.
• We cannot deliver: If we are unable to start or complete your project for reasons entirely on our side (for example, loss of key staff), you receive a 100% refund of the amount paid, without deduction.
• Duplicate or mistaken payment: If you were charged more than once for the same order, or charged without placing an order, we refund the extra amount in full immediately upon verification.

3. When a Partial Refund Is Available

• After work has started: If you cancel after design work has begun, we deduct the value of work already completed (design drafts, pages built, content integration) from a fair, milestone-based calculation, and refund the remaining balance.
• Failed delivery timeline: If we miss the agreed delivery window by more than 15 business days for reasons within our control, you may request either an extended deadline with a discount, or a partial refund proportional to the unfinished work.

4. When Refunds Are Not Available

• After the website has been launched / delivered to your hosting and you have accepted the final handover (except for a major functional defect reported within 7 days of launch, which we will repair free of charge — and refund if we cannot repair it).
• If you fail to provide the content, access or responses we need, despite at least three documented contact attempts by us over 30 days.
• For change of mind after the design has been approved by you and development completed.
• For third-party costs paid on your behalf (domain, hosting, premium plugins) that are non-refundable from the supplier.

5. How to Request a Refund

Send a refund request to shadowinnovationstech@gmail.com or WhatsApp us at 0336-8133758 with:

• Your Order ID (e.g. SI-261101-A1B2C3) — shown on your order confirmation page;
• The email address and phone number used at checkout;
• The reason for the refund request.

We acknowledge every request within 2 business days and complete our review within 5 business days.

6. How Refunds Are Processed

• Approved refunds are returned through Rapid Gateway to the original payment method used at checkout (card, wallet or bank account).
• Refunds are typically visible within 7–14 business days, depending on your bank or wallet provider.
• Refund amounts are calculated in PKR — the currency of the original charge. Exchange-rate differences on international cards are outside our control.

7. Chargebacks

Please contact us before opening a card chargeback — we resolve genuine issues quickly and transparently. Orders refunded through chargeback after delivery of work may result in the delivered website files and licences being revoked.

8. Policy Changes

We may update this policy from time to time. The version published on this page at the time of your order applies to that order.