Refund and Cancellation Policy

HN Software Solutions supplies custom software development and IT services. Every engagement is bespoke: we design, build, deploy and maintain software tailored to a specific client, and most of the work is time and expertise rather than a physical product that can be returned. This policy sets out how cancellations and refunds are handled for that kind of work.

You may cancel an engagement at any time before we start work by emailing info@hntechs.com. If you cancel before any work has commenced, any fees you have already paid are refunded in full.

Once we have begun work — including research, setup, or reserving delivery time for your project — the charges described in section 4 apply to the work performed up to the point we receive your cancellation.

You may cancel a project or an ongoing support arrangement by giving written notice by email to info@hntechs.com. The notice required depends on the type of engagement:

• Fixed-scope projects: written notice at any time. We will confirm which milestones are complete and which remain outstanding.
• Ongoing, retainer or monthly support: at least 14 days' written notice, so the notice period ends on or after the end of the current billing month.
• Time-and-materials engagements: at least 7 days' written notice, so that reserved engineering time can be released.

Cancelling does not remove your obligation to pay for work already performed and delivered, or for third-party costs we have already incurred on your behalf.

A refund is calculated from the fees you have paid, less the value of the work we have legitimately performed. In practice this means:

• Work not yet started: 100% of the fees paid for that work are refundable.
• Work started but not yet delivered: the portion of the fee that relates to work not yet performed is refundable. Work already performed is charged at the rate or milestone value stated in the proposal.
• Deposits and advance payments: refunded to the extent they exceed the value of work completed and costs already incurred.
• Unused retainer balance: any pre-paid hours that have not been used are refundable, after the notice period in section 3 has been served.

Where a delivery is incomplete and the reason is a failure on our side to meet an agreed milestone, we will first offer to complete or correct the work at no extra charge. If you do not want us to continue, the outstanding portion of the relevant fee is refunded.

• Services already delivered and accepted by you, including work you have approved or put into use
• Third-party costs already paid on your behalf — hosting and domain subscriptions, licences, premium plugins or stock assets, SMS, email or AI service credits, and payment-gateway fees
• Fees for time already spent on your project, including meetings, planning, research and development
• Time-and-materials charges for work performed during the notice period
• Any charge that has already been refunded once

Because our work is created to your specification, services already delivered and accepted are non-refundable.

Send an email to info@hntechs.com from the address on the account, and include:

• The invoice number the payment relates to (or the project name and payment date if you have no invoice number)
• The reason for the cancellation or refund request
• The amount you believe should be refunded, if you have a figure in mind
• Any relevant correspondence or delivery references

We will acknowledge your request within 2 business days, confirm the amount due after reviewing the work performed, and give you a written explanation of any amount that is not refunded. Requests are assessed on their merits, and we aim to reach a fair outcome for both sides.

Approved refunds are returned to the original payment method used for the purchase within 7 to 10 business days of the refund being approved. Where the original method cannot be used, we will agree an alternative with you in writing. We do not charge a fee for processing a refund; bank or card-provider exchange rates may slightly change the amount you receive.

Where a signed contract or statement of work between you and HN Software Solutions sets out different cancellation or refund terms, those terms apply to that engagement. This policy does not limit any statutory consumer rights that cannot be excluded by contract.

Questions about a cancellation or refund can be sent to info@hntechs.com, or by phone on +92 336 4533724, Mon–Fri, 9:00 AM – 6:00 PM (PKT). Postal enquiries: HN Software Solutions, 231-A, 1st Floor, HBFC Nawaz Heights, Faisal Town, Lahore, Pakistan.