Refund Policy – FBR Billing Software

1. Overview

This Refund Policy outlines the terms and conditions under which FBR Billing Software provides refunds for subscription payments. We strive for customer satisfaction while maintaining fair business practices.

Important: All payments are processed through Paddle.com Market Limited, our authorized payment processor.

2. General Refund Principles

2.1 Our Commitment

We are committed to providing quality service and will consider refund requests on a case-by-case basis within the guidelines outlined below.

2.2 No Automatic Refunds

Subscription fees are generally non-refundable except as specifically outlined in this policy.

2.3 Processing Time

Approved refunds are typically processed within 5-10 business days and may take an additional 5-10 business days to appear in your account depending on your payment provider.

3. Refund Eligibility

3.1 Eligible Refund Scenarios

You may be eligible for a full or partial refund in the following cases:

Technical Issues (Full Refund):

Service is unavailable for more than 72 consecutive hours due to our fault
Critical functionality failures that prevent core service usage
Data loss caused by our systems (subject to verification)

Billing Errors (Full Refund):

Duplicate charges
Charged amount exceeds the stated subscription price
Charged after subscription cancellation (if cancelled before renewal date)
Unauthorized charges on your payment method

Unsatisfactory Service (Prorated Refund):

Within 14 days of initial subscription purchase (first-time subscribers only)
Service does not meet described functionality (subject to verification)
Must demonstrate reasonable attempt to use the Service

Special Circumstances (Case-by-Case):

Documented medical emergencies
Business closure or bankruptcy (with documentation)
Force majeure events affecting your ability to use the Service

3.2 Non-Eligible Refund Scenarios

Refunds will NOT be provided for:

User-Related Issues:

Change of mind after 14-day window
Failure to use the Service (non-usage is not grounds for refund)
Lack of understanding of features (adequate documentation provided)
User error or misconfiguration
Forgetting to cancel before renewal

External Factors:

Internet connectivity issues on your end
Incompatible hardware or software on your end
FBR, IRIS, or PRAL system downtime (beyond our control)
Changes in FBR regulations or requirements

Previous Use:

Partial months (e.g., cancelling mid-billing period)
Services already rendered
After successful data export following cancellation

Promotional Periods:

Free trial periods (no payment, no refund applicable)
Discounted or promotional pricing (special terms may apply)

4. Refund Request Process

4.1 How to Request a Refund

Step 1: Contact Support

Email: [email protected]
Subject Line: “Refund Request – [Your Account Email]”
Include: Order number, subscription details, reason for refund

Step 2: Provide Required Information

Account email address
Subscription start date
Payment receipt or transaction ID
Detailed explanation of refund reason
Supporting documentation (if applicable)

Step 3: Review Period

We will review your request within 3-5 business days
We may request additional information or clarification
You will receive a written response via email

Step 4: Resolution

If approved: Refund processed through original payment method
If denied: Explanation provided with alternative solutions (if available)

4.2 Required Documentation

Depending on your refund reason, you may need to provide:

Screenshots of technical issues
Error messages or logs
Proof of duplicate charges
Business closure documentation
Correspondence with support team

5. Refund Types and Amounts

5.1 Full Refund

100% of the subscription fee returned
Applicable for billing errors and qualifying technical issues
14-day satisfaction guarantee (first-time subscribers)

5.2 Partial/Prorated Refund

Calculated based on unused portion of subscription
Applicable for specific qualifying circumstances
Minimum refund amount: PKR 500

5.3 Service Credit

As an alternative to monetary refund
Can be applied to future subscriptions
Valid for 12 months from issue date
Non-transferable

6. Specific Subscription Terms

6.1 Monthly Subscriptions

14-day money-back guarantee for first-time subscribers
After 14 days: No refunds for unused time
Cancel anytime; access until end of billing period

6.2 Annual Subscriptions

30-day money-back guarantee for first-time subscribers
After 30 days: Prorated refund may be considered for qualifying reasons
Significant discount compared to monthly pricing reflects commitment

6.3 Free Trial Conversions

No refund for trial periods (free service)
14-day refund window begins from first paid charge
Must cancel before trial ends to avoid charges

7. Cancellation vs. Refund

7.1 Understanding the Difference

Cancellation:

Stops future billing
Retains access until end of current period
Does not trigger automatic refund
Can be done anytime through account settings

Refund:

Request for return of already-paid fees
Subject to this policy’s terms
Requires separate request to support
May result in immediate access termination

7.2 Recommended Approach

If unsatisfied with the Service:

Contact support to resolve issues
If unresolved, cancel subscription to prevent future charges
If eligible, submit refund request separately

8. Payment Processor Policies

8.1 Paddle’s Role

Paddle.com Market Limited processes all payments
They are the Merchant of Record
Some refund policies may be subject to Paddle’s terms
Visit: https://www.paddle.com/legal

8.2 Chargeback Warning

Do NOT file chargebacks without contacting us first.

Chargebacks harm our business relationship
May result in account suspension
May incur fees passed to you
Contact us first for faster resolution

If you’ve filed a chargeback:

Your refund request may be denied
Access to the Service may be terminated
We reserve the right to dispute fraudulent chargebacks

9. Refund Methods

9.1 Original Payment Method

Refunds are issued to the original payment method used:

Credit/Debit cards
PayPal
Other Paddle-supported methods

9.2 Alternative Methods

In rare cases where original method is unavailable:

Store credit
Bank transfer (may incur fees)
Alternative payment method (by agreement)

9.3 Currency and Fees

Refunds issued in original currency (PKR)
Payment processing fees may not be refundable
Currency conversion fees (if any) are non-refundable
Bank transfer fees may be deducted from refund amount

10. Special Circumstances

10.1 Service Discontinuation

If we discontinue the Service:

Active subscribers receive prorated refund
60 days’ notice provided when possible
Data export tools provided

10.2 Account Termination by Us

If we terminate your account for:

Terms violation: No refund provided
Our business reasons: Prorated refund provided

10.3 Force Majeure

In case of extraordinary events:

Service credits may be offered
Temporary service suspension may not qualify for refund
Assessed on case-by-case basis

11. Dispute Resolution

11.1 Internal Resolution

Before pursuing external dispute resolution:

Contact [email protected]
Allow 5-7 business days for investigation
Escalate to management if needed
Attempt good-faith resolution

11.2 Mediation

If internal resolution fails:

We encourage mediation as first step
Costs shared equally between parties
Conducted in Rawalpindi, Pakistan

11.3 Legal Action

As a last resort, disputes shall be resolved through:

Courts in Rawalpindi, Punjab, Pakistan
Governed by Pakistani law

12. Policy Updates

12.1 Changes to This Policy

We may update this Refund Policy to:

Reflect changes in business practices
Comply with legal requirements
Improve customer experience

12.2 Notification

Material changes will be communicated via:

Email to registered address
Prominent website notice
In-app notification

12.3 Grandfathering

Existing subscriptions may be subject to policy in effect at time of purchase, unless changes benefit the customer.

13. Consumer Rights

13.1 Pakistani Consumer Laws

This policy does not limit your rights under Pakistani consumer protection laws.

13.2 Distance Selling

As an online service, distance selling regulations may apply, including:

Right to cancel within specified timeframe
Right to information before purchase
Right to remedy for defective services

13.3 Legal Rights

Nothing in this policy affects your statutory rights.

14. Frequently Asked Questions

Q: Can I get a refund if I don’t use the service?
A: No. Non-usage alone does not qualify for a refund.

Q: What if I forgot to cancel before renewal?
A: This does not automatically qualify for refund. Contact support immediately; we may consider on case-by-case basis.

Q: How long do refunds take?
A: 5-10 business days to process, plus 5-10 days to appear in your account.

Q: Can I get a refund if FBR’s systems are down?
A: FBR system downtime is beyond our control and does not qualify for refund.

Q: What’s the difference between annual and monthly refund policies?
A: Annual subscriptions have a 30-day guarantee vs. 14 days for monthly, reflecting the greater commitment.

15. Contact Information

For refund requests or questions about this policy:

FBR Billing Software
Email: [email protected]
Refund Inquiries: [email protected]
Website: https://fbrbilling.com/contact-us/

Business Hours:
Monday – Friday: 9:00 AM – 6:00 PM PKT
Saturday: 10:00 AM – 4:00 PM PKT
Sunday: Closed

Response Time:
We aim to respond to all refund inquiries within 3-5 business days.

Effective Date: January 23, 2026

By subscribing to FBR Billing Software, you acknowledge that you have read, understood, and agree to this Refund Policy.

FBR Billing Software