Effective Date: 4th of May 2025

At eAlam Group, we are committed to providing high-quality professional consultancy and ERP implementation services tailored to our clients' business needs. This policy outlines our stance on refunds, cancellations, and service delivery expectations to ensure transparency and mutual understanding.

1. Service Commitment

eAlam Group provides business consultancy, software integration, and ERP implementation services. Once services are delivered and confirmed through client-side testing, we are not liable for any future operational failure or changes resulting from third-party interference, system misuse, or modifications made outside our scope.

We deliver what is requested, and client approval/testing confirms successful service delivery. Any changes or future requirements must be addressed through a new service agreement.

2. Refund Policy 

At eAlam Group, we maintain a clear and fair refund policy that reflects the nature of our professional services. As our services are custom-tailored and resource-intensive, we limit refunds to specific and justified circumstances as outlined below:

2.1 Eligibility for Refunds

Refunds will be considered only under the following conditions:

• The customer has made a payment in error (e.g., duplicate transaction or payment made without confirming service intent).
• The customer has not received any portion of the service, nor has the service process been initiated.

2.2 Review & Processing

• Each refund request will be reviewed on a case-by-case basis by our finance and service management team.
• Approved refunds will be processed using the original method of payment within 7–10 business days of approval.
• Any processing fees, administrative charges, or third-party transaction costs may be deducted from the total refundable amount.

Important: Refunds are not a guarantee and are subject to our internal review process and compliance verification.

3. Cancellation Policy

At eAlam Group, we recognize that unforeseen changes may occur. We offer flexibility for service cancellations under the following terms:

3.1 Cancellation Notice

• Clients may cancel scheduled services (including ERP implementation, consultancy sessions, or system configuration appointments) by sending an email notice at least 24 hours in advance.
• All cancellation emails must be sent to [email protected], including the client’s registered details and the specific service appointment reference.

3.2 Late Cancellations & Charges

• Cancellations made less than 24 hours before the scheduled service may be subject to full billing, especially for reserved time slots or on-site arrangements.
• Refunds for valid cancellations are subject to the criteria defined in the Refund Policy.

3.3 Non-Attendance

• If a client fails to attend or join a confirmed session (remote or in-person) without prior cancellation, the engagement will be treated as a no-show and charged in full.

Note: Frequent last-minute cancellations or no-shows may result in limitations on future scheduling or require upfront prepayment.

4. Service Delivery Policy

Our services are primarily delivered:

• Remotely, through secure online communication channels.
• In-person, at the client’s location only if agreed upon in the initial service contract.

5. Client Responsibilities

To ensure smooth service delivery, the client must:

• Provide accurate requirements and scope at the outset.
• Participate actively in service testing and approval.
• Avoid making changes to delivered systems without consultation.

6. Contact & Support

For policy inquiries or refund requests, please contact:

📧 Email: [email protected]

📞 Phone: +92 51-226-7038

🏢 Office: F-11, Street 45, Sector G-7/4, Islamabad, Pakistan.

7. Amendments

eAlam Group reserves the right to amend this policy at any time, with or without notice. All changes apply to existing and future clients upon publication on our website. Continued use of our services constitutes acceptance of the updated terms.

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