1. Scope
This policy covers payments made to or through [LEGAL ENTITY NAME] ("Scepterix") on scepterix.com and in our products. All amounts are in Pakistani Rupees (PKR). Card payments are processed by SBP-licensed payment gateways. If a product has its own specific terms, those terms apply in addition to this policy.
2. Summary
| Situation | Outcome |
|---|---|
| Escrow payment cancelled before the provider accepts | Full refund |
| Escrow payment cancelled after acceptance, before work starts | Refund minus any cancellation fee shown at checkout |
| Service not delivered or not as described | Open a dispute: a full or partial refund from escrow |
| Marketplace item not received, or not sealed or genuine | Full refund after the claim is verified |
| Monthly SaaS subscription | Cancel anytime; access continues to the end of the paid period |
| Duplicate or erroneous charge | Full refund |
3. Escrow payments (DiscountSplit)
- Before acceptance: the client can cancel for a full refund from escrow.
- After acceptance, before work starts: the client can cancel. A cancellation fee of up to [CANCELLATION FEE %] may apply if it was clearly shown at checkout. Legal review
- Disputes: if the service is not delivered or is materially different from what was agreed, the client can open a dispute before funds are released (within [DISPUTE WINDOW] days of the scheduled completion date). The funds stay in escrow while we review evidence from both sides. The outcome may be a full refund, a partial refund, or release to the provider.
- After release: once funds have been released to the provider at the client's confirmation, or when the release window ends, refunds are handled between the client and the provider. Scepterix will help mediate.
- Transactions from PKR 2,000 to PKR 500,000 are supported.
4. Marketplace orders (MedsForHalf)
Because of the nature of health and cosmetic products, items cannot be returned simply because the buyer changed their mind. Buyers are entitled to a full refund if:
- the item never arrives,
- the item arrives opened, tampered with, damaged, expired or counterfeit, or
- the item is materially different from the listing.
Report the problem within [48 HOURS] of delivery, with photos. The seller is not paid while the claim is being reviewed. Legal review
5. Subscriptions & SaaS (FlowCity, merchant plans)
- Monthly plans can be cancelled at any time. Cancellation takes effect at the end of the current billing period, and we do not refund partial periods.
- Annual plans can be cancelled for a pro-rata refund within [14 DAYS] of purchase or renewal. After that, they continue until the end of the term.
- Government and enterprise contracts follow the cancellation terms in the signed agreement or purchase order.
6. Non-refundable items
- Services that have already been delivered and accepted.
- Custom setup, integration or onboarding work that has already been done, unless your contract says otherwise.
- Third-party fees that are shown separately and cannot be recovered from the provider (for example, courier charges once an item has shipped). Legal review
7. How to request a refund or cancellation
- Email hello@scepterix.com[EMAIL] with the subject "Refund request" (or use the in-app option once it's available).
- Include your name, the email or phone number used for the payment, the transaction or order ID, the amount and date, and the reason. Add photos or evidence where relevant.
- We will acknowledge your request within 2 business days and make a decision within 7 business days.
8. Refund timelines & method
Approved refunds are sent to the original payment method, the same card or account you paid with. We cannot refund to a different card, account or person. After approval, we tell the gateway within 2 business days. The money usually reaches your account within 7–14 business days, depending on your bank or card issuer. Legal review
9. Chargebacks
Please contact us before disputing a charge with your bank. Most problems can be fixed faster directly. If a chargeback is raised, we will give the gateway and issuing bank the transaction records, and the card scheme's rules will decide the outcome. Fraudulent chargebacks may lead to account suspension.
10. Service delivery
Digital services are delivered online through our platforms, and access is usually given straight after successful payment. Physical marketplace items are shipped by the seller through our courier partners. Estimated delivery times are shown at checkout, typically [3–7] business days within Pakistan. Legal review
11. Contact
[LEGAL ENTITY NAME]
780, Street 23, Block D, Top City-1, Islamabad, Pakistan[OFFICE ADDRESS]
Email: hello@scepterix.com[EMAIL] · Phone: +92 312 5646537[PHONE] · Hours: Monday – Saturday, 9:00 AM – 7:00 PM (PKT); Sunday closed[HOURS]