Last updated: September 23, 2026

This policy applies to digital strategy, design, development, consulting, maintenance and related services provided by Straton Ally. It is prepared for services delivered by or through Straton Ally and should be read with the written agreement, proposal, invoice, statement of work and applicable laws of Pakistan, including general contract and consumer protection principles that may apply to services.

1. Eligibility for refunds

Refunds may be considered under the following conditions:

• A clearly agreed service has not been delivered as outlined in a written agreement, proposal, invoice or scope of work.
• The project is terminated by mutual consent before substantial work has been completed.
• Technical errors or service issues have rendered the delivered product non-functional and unresolvable after reasonable attempted remediation.

Refunds are not issued for:

• Completed work where approval, acceptance, deployment instruction or written sign-off has been received from the client.
• Delays caused by the client, including late feedback, inaccessible materials, missing approvals, unpaid invoices, unavailable credentials or inactivity.
• Change of mind after the service has been initiated, substantially performed or delivered.
• Work performed outside the agreed scope, unless separately contracted and paid for.
• Third-party services, subscriptions, hosting, domains, plugins, licences, payment gateway charges or external platform fees already purchased or consumed for the project.

2. Refund request process

To initiate a refund request, the client must:

• Submit a formal written request by email to accounts@stratonally.com with a clear explanation of the reason for the request.
• Include the invoice number, project reference, payment date and the contact details used during the engagement.
• Submit the request within 14 calendar days of delivery, project termination, or the relevant written decision point, whichever is earlier.

Once the request is received, our team will review the claim within 10 working days and provide a written outcome, including reasons if the request is declined.

3. Refund timeline

If a refund is approved and confirmed in writing:

• Processing and disbursement may take between 45 to 50 working days from the date of written confirmation.
• Refunds will normally be made through the original payment method, unless another method is agreed in writing.
• Refunds may be issued net of third-party fees, including payment processor, bank transfer, currency conversion, hosting, domain, subscription or platform charges that are non-refundable by those providers.

4. Digital services acknowledgement

By commissioning Straton Ally for any service, the client acknowledges that our work may involve creative and digital output, including custom design, development, copywriting, consulting, strategy, integrations, configuration, documentation, discovery, project management and technical support.

Because digital services are non-tangible and often custom-built, partial or pro-rata refunds may be offered at our discretion based on the work completed, costs incurred, assets delivered, third-party commitments and the stage of the engagement.

5. Legal compliance

This policy is intended to operate in accordance with applicable laws and principles in Pakistan, including contract law, service obligations, electronic transaction principles and consumer protection laws where they apply to the specific engagement, province, client type and transaction.

Nothing in this policy is intended to exclude rights that cannot lawfully be excluded. If a written agreement provides a different refund process, the signed agreement will apply to the extent permitted by law. Questions about this policy may be sent to legal@stratonally.com or accounts@stratonally.com.