Last updated: January 2026
1. Overview
At Penta5 Solutions, we are committed to delivering high-quality digital services. Due to the nature of our work (custom development, design, and digital services), refunds are handled on a case-by-case basis. This policy outlines the conditions under which refunds may be issued.
2. Eligibility for Refund
A refund may be considered under the following circumstances:
- Work Not Started: If the project has not been initiated and no resources have been allocated, a full refund of the advance payment may be issued within 7 days of payment.
- Cancellation Before Development: If you cancel the project after the discovery/planning phase but before development begins, a partial refund (up to 50% of the advance) may be issued.
- Failure to Deliver: If we are unable to deliver the agreed-upon deliverables due to reasons solely on our end, a full or partial refund will be provided based on work completed.
3. Non-Refundable Situations
Refunds will NOT be issued in the following cases:
- Work Already Completed: Payment for work that has been completed and delivered is non-refundable.
- Change of Mind: If the project specifications match what was agreed upon but you no longer need the deliverables.
- Third-Party Costs: Non-refundable expenses incurred on your behalf (domain purchases, hosting fees, stock assets, premium plugins, API subscriptions) cannot be refunded.
- Delayed Feedback: If project delays are caused by slow client responses, approvals, or content delivery.
- Post-Acceptance: Once deliverables have been formally accepted or the project marked as complete.
- Marketing Services: SEO, PPC, social media management, and advertising services already executed are non-refundable as they involve real-time ad spend and resource allocation.
4. How to Request a Refund
To request a refund, please follow these steps:
- Step 1: Email us at info@penta5solutions.com with your project details, invoice number, and reason for the refund request.
- Step 2: Our team will review your request within 5 business days.
- Step 3: We may schedule a call to discuss the situation and explore alternatives (scope adjustment, timeline changes, etc.).
- Step 4: A final decision will be communicated in writing via email.
5. Refund Processing
- Approved refunds will be processed within 10–15 business days.
- Refunds will be made via the original payment method (bank transfer, JazzCash, EasyPaisa, etc.).
- Processing fees or transaction charges may be deducted from the refund amount.
- You will receive an email confirmation once the refund has been processed.
6. Project Cancellation by Client
If you wish to cancel a project mid-way:
- Provide written notice via email.
- Payment is due for all work completed up to the cancellation date.
- Completed milestone payments are non-refundable.
- All deliverables completed to date will be transferred to you upon final payment.
7. Project Cancellation by Penta5 Solutions
We reserve the right to cancel a project if:
- The client fails to make agreed-upon payments within 15 days of the due date.
- The client is unresponsive for more than 30 consecutive days.
- The project requirements fundamentally change from the original agreement.
- The client engages in activities that violate these terms or applicable law.
In such cases, completed work will be delivered and payment is due for all work performed.
8. Disputes
If you disagree with a refund decision, you may escalate the matter by contacting our management team at info@penta5solutions.com. We aim to resolve all disputes amicably and within 15 business days.
9. Contact Us
For refund-related inquiries:
- Email: info@penta5solutions.com
- Phone: +92 326 8666677
- Address: Shop C-4-Z/101, Susan Road, Madina Town, Faisalabad, Pakistan