This Refund Policy applies to all services provided by MatjarX ("Company", "we", "us", or "our"), operated as a sole proprietorship based in Karachi, Pakistan. By purchasing any service from MatjarX, you agree to the refund terms outlined below.
1. General Policy Overview
MatjarX provides digital services including website development, SEO, maintenance, and marketing services. Due to the nature of digital work, resource allocation, and time investment, our refund policy is structured to ensure fairness for both clients and the company.
Important: Refunds are not guaranteed and are only issued under specific conditions outlined in this policy.
2. Setup Fees (One-Time Payments)
Non-Refundable Once Work Begins
Setup fees are non-refundable once work has started.
Development: Design, development, planning, or resource allocation has begunContent Creation: Copywriting, research, or content drafting has startedConfiguration: Website setup, theme selection, or plugin installation has startedTesting: Quality assurance or testing processes have commenced
24-Hour Refund Window
Clients may request a refund within 24 hours of payment if:
✅ The project has not significantly started✅ No resources have been allocated to the project✅ No design or development work has commenced
After 24 hours or once work begins, the setup fee becomes non-refundable.
How to Request a 24-Hour Refund
Email: office@MatjarX.comSubject: "Refund Request - [Your Project Name]"
Include:
Invoice numberDate of paymentReason for refund requestResponse Time: Within 24 business hours
3. Custom Projects Refunds
Partial Refunds Available Only Under Specific Conditions
For custom or tailored projects, refunds may be considered only if:
Client is dissatisfied with delivered workThe work does not meet documented specificationsWork approval has not been granted
Deductions from Refund Amount
If a refund is approved, MatjarX will deduct:
Service and Operational Costs:
Project management timeTeam coordinationAdministrative processing
Time Invested:
Hours spent on design, development, and implementationResearch and planningRevisions and adjustmentsCommunication and meetings
Purchased Assets:
WordPress plugins or themesShopify apps or premium featuresThird-party tools or softwareStock photos or resourcesHosting or domain feesAPI integrations or services
Remaining Eligible Amount: After all deductions, any remaining balance (if applicable) will be refunded.
Refund Processing Timeline
Approved refunds are processed within 30 business days.
Refund Method: Bank transfer onlyNotification: You will receive detailed breakdown of deductions via email before processing
Project Files Upon Refund
Upon approval of refund, MatjarX may deliver:
Website files in their current completed stateDatabase backups (if applicable)Documentation of work completedAccess credentials and setup details
4. Approved Work Policy
Final and Non-Refundable
Any work that has been approved—verbally or in writing—is final and non-refundable under all circumstances.
Approval includes:
Verbal approval (phone call, WhatsApp conversation)Written approval (email, message confirmation)Signed approval on project documentationPublished content on your websiteImplemented features or functionality
Once approved, you cannot request a refund for that specific work.
Example Scenarios
Scenario 1: You approve website design via email. Later, you want different colors.Result: Not refundable (already approved)Scenario 2: You approve a blog post in a WhatsApp conversation. Later, you want it rewritten.Result: Not refundable (already approved). Revision would be a new service.Scenario 3: A feature is implemented and you test it. You ask for changes and approve the revised version.Result: Not refundable (approved in its final form)
5. Monthly Subscription Services
Non-Refundable After Billing Cycle Starts
All monthly plan payments are non-refundable once the billing cycle has started.
Included Non-Refundable Services
The following are included in monthly plans and are non-refundable:
Website maintenance plansSEO servicesSocial media managementContent creation and blog postsHosting and support servicesPlatform updates and monitoringBackup and security services
Subscription Cancellation
Clients may cancel subscriptions anytime, but:
A 30-day written notice is requiredServices remain active through the end of the notice periodNo refunds issued for remaining billing cycle duration
Cancellation Process
To cancel your subscription:
Send email to: office@MatjarX.comSubject: "Subscription Cancellation Request"
Include:
Your nameWebsite URL or project nameCurrent plan nameRequested cancellation dateReason for cancellation (optional)Confirmation: You will receive cancellation confirmation within 24 business hours
6. Non-Refundable Services
Strictly Non-Refundable
The following services and expenses are strictly non-refundable:
Domain Purchases
Domain registration feesDomain renewal feesDomain transfer fees
Hosting Fees
Monthly hosting chargesHosting setup feesHosting renewal feesIf purchased or managed on behalf of client
Third-Party Services
Plugin purchases or licensesTheme purchases or licensesSoftware or tool subscriptionsStock photo or media purchasesAPI service subscriptionsThird-party integrations and add-ons
Completed and Approved Work
Design and development work (once approved)Content and copywriting (once approved)SEO work already performedSocial media posts already created and deliveredFeatures and functionality implemented
SEO and Marketing Services
SEO services already performedContent optimization workKeyword research and strategyBacklink work and citationsPage speed optimizationTechnical SEO improvements
Social Media Content
Social media posts already deliveredSocial media content already postedContent calendar creationSocial media strategy work
7. Cancellation and Refund Eligibility
How to Cancel Services
Clients may cancel services at any time, but must provide:
30-day written notice (via email to office@MatjarX.com)Services remain active during the 30-day notice periodNo refund for remaining portion of active billing cycle
Cancellation Benefits
Upon cancellation, MatjarX will assist with:
Project Files: Delivery of website files in their current stateMigration Support: Guidance for moving to another providerAccess Transfer: Instructions for updating passwords and accessDocumentation: Provision of technical documentation
Data After Cancellation
Note: Data may be deleted after 1 year of inactivity or non-payment. For data preservation, arrange transfer or download before cancellation period ends.
8. Project Suspension and Non-Payment
Payment Reminders
If a client fails to make payment, MatjarX will attempt contact through:
WhatsApp messagesEmail notificationsPhone callsDirect meetings
Grace Period
A grace period is provided before service suspension (typically 5 days, though specific periods may be defined in your service agreement).
Service Suspension
After grace period expires, services may be suspended:
Website access may be restrictedEmail services may be suspendedSupport services may be haltedPlatform access may be limited
Website Offline Status
After 3 months of non-payment:
Your website may be taken offlineWebsite files may be stored but not publicly accessibleHosting and domain services may be suspended
Data Deletion Policy
After 1 year of inactivity or non-payment:
Website data may be permanently deletedDatabase backups may be removedWebsite files may be permanently removedData recovery may not be possible
Reactivation After Suspension
To restore suspended projects, clients may be required to:
Pay all outstanding invoices (principal amount)Pay reactivation fees (if applicable)Pay updated service charges (for storage or restoration)Warning: After 1 year of suspension, a project may require complete redevelopment rather than simple reactivation. Redevelopment costs may apply.
9. Refund Processing Timeline
If Refund is Approved
Processing timeline: Up to 30 business days
Bank Transfer Only
All refunds are issued via bank transfer only.
Refunds are not issued as credits or store vouchersBank transfer is to the account provided at time of purchaseAllow additional 3-5 business days for bank processing
Communication Before Processing
Before processing a refund, MatjarX will:
Send detailed breakdown of deductions via emailExplain the calculation and reasoningProvide documentation of costs incurredAllow time for client questions or clarifications
10. Dispute Resolution
How to Handle Disputes
In case of disputes:
Step 1: Direct Communication
Contact MatjarX at office@MatjarX.comProvide detailed explanation of the disputeAllow 48 hours for response
Step 2: Discussion and Resolution
MatjarX will review the disputeWe aim to resolve through communication, revisions, or adjustmentsAlternative solutions may be offered
Step 3: Formal Dispute Process
If unresolved, provide formal written complaintInclude all supporting documentationAllow up to 2 weeks for review
Step 4: Legal Jurisdiction
If still unresolved, legal jurisdiction falls under Karachi, PakistanDisputes will be handled according to Pakistani law
Contact for Disputes
Email: office@MatjarX.comSubject: "Refund Dispute - [Your Project Name]"
Include:
Invoice number and project detailsDetailed explanation of disputeSupporting documentation (emails, messages, approvals, etc.)Screenshots or evidence if applicable
11. Special Circumstances
Circumstances NOT Covered by Refund Policy
Refunds are not provided for:
Change of mind after approvalBudget constraints or financial hardshipBusiness closure or circumstancesProject no longer neededPreference for alternative solutionDissatisfaction with marketing results (SEO/marketing can't be guaranteed)
Refund Exceptions
MatjarX may consider refund exceptions only in cases of:
Service Failure: Significant failure to deliver contracted servicesData Loss: Loss of data through MatjarX negligenceSecurity Breach: Security incident caused by MatjarXExtended Delays: Delays significantly beyond stated timelines without client cause
Exceptions are reviewed on a case-by-case basis.
12. Refund Request Form
How to Request a Refund
Step 1: Gather Information
Invoice numberDate of paymentAmount paidReason for refund requestProject name or website URL
Step 2: Send Email Request
Email: office@MatjarX.comSubject: "Refund Request - [Project Name]"
Step 3: Provide Details Include in your email:
Your full name and contact informationInvoice numberDate and amount of paymentClear explanation of reason for refundAny supporting documentation (screenshots, emails, etc.)
Step 4: Response
MatjarX will review within 24-48 business hoursYou'll receive a response via emailIf approved, processing begins within 30 days
13. Contact Information
For Refund-Related Inquiries
MatjarX B6, 4th Street, Zamzama, Clifton Karachi, Sindh, Pakistan
Email: office@MatjarX.comPhone / WhatsApp: +92 303 372 0953Hours: Monday-Saturday, 11:00 AM – 8:00 PM PKT
Response Times
Email inquiries: 24 business hoursWhatsApp inquiries: 2-4 hours (business hours)Phone: Available during business hours
14. Summary of Key Points
Quick Reference
15. Effective Date and Updates
Effective Date: January 1st, 2026
MatjarX reserves the right to update this Refund Policy at any time. Changes will be posted on our website, and continued use of services constitutes acceptance of updated policy terms.
Important Reminders
✅ Read Before Purchasing: Understand these terms before making any payment✅ Keep Records: Save all invoices and communication for reference✅ Get Approval: Ensure any work is approved before considering it final✅ Request Early: Submit refund requests within specified timeframes✅ Provide Details: Include all necessary information in refund requests✅ Follow Process: Use official channels and procedures for requests
Questions about this policy?
Contact MatjarX at office@MatjarX.com or +92 303 372 0953
Last Updated: January 1st, 2026
MatjarX (Sole Proprietorship)B6, 4th Street, Zamzama, Clifton, Karachi, Sindh, Pakistan 