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Refund Policy

Last updated: 18 July 2026. We want you to be confident in subscribing to SuffahERP. This policy explains how refunds, cancellations, and money-back guarantees work.

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Refund Policy

Effective: 18 July 2026  ·  Read together with our Terms of Use

1. Overview

At Experts InfoTech, we stand behind the quality of SuffahERP. We offer a 14-day money-back guarantee for new customers, transparent cancellation, and fair handling of exceptional circumstances. This policy explains when and how you can request a refund.

Bottom line: if you're a new customer and SuffahERP isn't the right fit, cancel within 14 days of your first paid invoice and we'll refund your subscription fee in full — no questions, no friction.

2. 14-day money-back guarantee

If you are a new SuffahERP customer and you are not satisfied with the Services for any reason, you may request a full refund of your first subscription fee within fourteen (14) calendar days of the date your first paid invoice was issued.

To be eligible:

  • The refund request must be submitted within 14 days of your first paid invoice date.
  • The request must be from the account owner or an authorised signatory.
  • You must have used the Services in good faith and not in a manner that violates our Terms of Use.

The guarantee applies once per customer and is not available for renewals, upgrades, or additional users added after the initial subscription.

3. Cancellation

You may cancel your subscription at any time. Cancellation takes effect at the end of your current billing period, and you will continue to have access to the Services until then. We do not issue pro-rated refunds for partial billing periods after the 14-day guarantee window has expired, except in the exceptional circumstances described below.

To cancel:

  1. Go to Settings → Billing in SuffahERP and click "Cancel subscription", or
  2. Email billing@suffahsoft.com from the email address on file.

You will receive a confirmation email within one business day. We will not charge you for any subsequent billing period once your cancellation is processed.

4. When refunds are issued

Outside of the 14-day money-back guarantee, refunds may be issued at our sole discretion in the following circumstances:

  • Service unavailability: if SuffahERP is unavailable for more than 48 consecutive hours due to an issue on our side, you may be eligible for a pro-rated credit or refund for the affected period.
  • Billing errors: if you have been charged incorrectly (for example, double-charged, charged after cancellation, or charged the wrong amount), we will refund the difference.
  • Material breach: if we materially fail to provide the Services as described and fail to cure the issue within a reasonable time after you notify us, you may terminate for cause and receive a pro-rated refund.

5. Non-refundable items

The following are not refundable:

  • One-time implementation, training, data migration, or customisation fees.
  • Add-on services such as on-site visits, custom development, and third-party licences purchased on your behalf.
  • Subscription fees for any period after the 14-day guarantee window has expired, except as described in section 4.
  • Accounts terminated for breach of the Terms of Use.

6. How to request a refund

To request a refund, please contact our billing team with the following information:

  1. Your name and the email address associated with your account.
  2. Your company name and account ID (if available).
  3. The invoice number(s) for the charge in question.
  4. A brief explanation of the reason for the refund request.

You can submit your request by:

You will receive an acknowledgement within one business day and a final response within five business days.

7. Refund timeline

Once a refund is approved:

  • Refunds are issued to the original payment method used for the transaction.
  • Bank or card processing typically takes 5–10 business days, depending on your financial institution.
  • For payments made via bank transfer, please allow up to 14 business days for the refund to appear in your account.

If you have not received your refund after the timeframes above, please contact us at billing@suffahsoft.com and we will investigate with the payment processor.

8. Chargebacks

If you have a billing concern, we encourage you to contact us first so we can resolve it quickly. Filing a chargeback with your bank or card issuer without first contacting us may delay resolution and could result in the suspension of your account while the chargeback is investigated.

If a chargeback is filed for a charge that we believe is valid, we reserve the right to contest the chargeback with the relevant payment processor and to provide evidence of the services rendered.

9. Changes to this policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with a revised "Last updated" date. Material changes will be communicated by email or via a notice in the Services. The version of this policy that applies to your refund is the version in effect on the date of the invoice in question.

10. Contact us

If you have any questions about this Refund Policy or need help with a billing issue, please contact our billing team:

  • Email: billing@suffahsoft.com
  • Phone: +92 (3) 111-222-715 (Mon–Sat, 9:00 AM – 6:00 PM PKT)
  • Address: Experts InfoTech (Pvt) Ltd., Street # 1, Sajjad Industrial Estate, Behind Govt. Degree College for Women, Millat Road, Faisalabad 38000, Pakistan