Refund & Cancellation Policy

1. General Principle

At Emerging Services Platform Pvt. Ltd., we pride ourselves on providing high-quality enterprise software engineering, robust cybersecurity, dedicated BPO campaigns, and accurate utility billing services. Since our solutions are highly customized and professional service-oriented, refunds are handled strictly based on individual client contract terms.

Please read this Refund & Cancellation Policy carefully to understand our parameters regarding payments, project cancellations, and refunds.

2. Project Milestone & Development Sprints

For custom web development, software planning, and network security design projects, work is divided into structured milestones:

• Upfront Deposits: Any initial setup deposit paid before a project sprint begins is non-refundable once technical resources have been allocated or design/discovery work has commenced.
• Completed Milestones: Once a project milestone (e.g., UI/UX design, custom database setup, server deployment) is completed and approved by the client, the payment associated with that milestone is non-refundable.
• In-Progress Sprints: If a project is cancelled in the middle of an active development sprint, the refund will be prorated based on the actual hours of labor and resources utilized up to the cancellation date.

3. BPO & Support Subscriptions

For ongoing services such as dedicated BPO customer campaigns, call center operations, and virtual assistance support:

• Cancellation Notice: Monthly operational subscriptions can be cancelled at any time; however, we require a written cancellation notice at least 30 days before the next billing cycle.
• Operational Hours: Any hours of dedicated agent support or helpdesk services already delivered during the billing cycle are completely non-refundable.

4. Specialized Billing Services

For consumer energy billing and medical billing services, contracts are governed by transactional volume or monthly auditing SLAs. Since these services involve active claims processing and administrative database auditing, setup fees are non-refundable, and service monthly fees are governed exclusively by your master service agreement (MSA).

5. How to Request a Cancellation or Refund

To initiate a project cancellation or submit an inquiry regarding a billing discrepancy or refund, please contact our administrative accounts department. We will review your request, cross-reference your service level agreement (SLA) contract, and provide a resolution within 5-7 business days:

• Send an email clearly stating your company name, project contract number, and details of your request to: info@esppvtltd.com
• Call our active accounts line directly at: +92 (300) 111-7384

6. Contact Us

If you have any questions or comments about our Refund & Cancellation Policy, please reach out to us at: