Refund Policy

1. Refund windows by product#

A refund window starts on the date of the payment you want refunded. "First payment" means the first payment for that plan on your account.

2. How to ask for a refund#

Write to the support channel shown in the product, or to info@ennovaq.com, from the email address on your account. Include:

• the product and plan;
• your order number or receipt, or for local payments the payment reference and date; and
• if you like, the reason, which helps us improve.

We acknowledge refund requests within two business days and decide within five business days. Once a refund is approved, it usually reaches you within 5 to 10 business days, depending on your bank or wallet.

3. Who processes your refund#

• Paddle or Lemon Squeezy orders. The Merchant of Record sold the order to you and returns the money to your original payment method. We review the request and instruct the refund.
• Local payments in Pakistan. We refund you directly through the method you paid with, such as Easypaisa, JazzCash, NayaPay or bank transfer, to the account the payment came from.

4. Renewals and cancellation#

You can cancel a subscription at any time, and you keep access until the end of the period you paid for. Cancelling stops future renewals; it does not refund the current period.

Renewal charges are not normally refundable. If a renewal took you by surprise, for example because you forgot to cancel, write to us within 7 days of the charge and we will review it in good faith, particularly if you have not used the new period.

5. Credits and top-ups#

Credits that have been used are not refundable. One-off credit packs can be refunded within the product's refund window only if none of their credits have been used. Credits have no cash value and expire as the plan describes.

6. When something goes wrong on our side#

If a generation fails or a feature does not work because of a fault on our side, we restore the credits used. If a serious outage stops you using a paid plan for an extended period, we will offer a credit or a partial refund for the time affected.

7. When we may refuse a refund#

We may refuse a refund when:

• the request falls outside the product's window or conditions;
• the account was suspended or closed for breaking our Acceptable Use Policy; or
• the guarantee is being abused, for example through repeated subscribe-and-refund cycles or multiple accounts.

8. Chargebacks#

Please contact us before disputing a charge with your bank or card issuer. Most problems are resolved faster that way. While a dispute is open, we may pause the account involved.

9. Your statutory rights#

Nothing in this policy limits rights you have under the consumer law of your country. If you are a consumer in the European Union or the United Kingdom, you have the right to withdraw from a contract for digital services within 14 days. If you ask us to start providing the service during that period, and then withdraw, we may deduct an amount that reflects what you have already used. Once digital content or credits have been fully supplied with your agreement, the right to withdraw no longer applies to them. When you buy through a Merchant of Record, it handles these rights under its buyer terms.

10. Client projects#

Payments for software and other professional services are governed by the written agreement we sign with you, including its milestones and payment terms.

11. Contact#

Refund questions go to info@ennovaq.com. You can also reach us on WhatsApp at +92 304 703 6143.