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Payments, Cancellations & Refund Policy

Last updated: September 2026

This policy outlines the payment frameworks, milestone structures, order cancellation protocols, and refund mechanisms governing all financial transactions conducted with Chelure Enterprises (hereinafter referred to as “Agency,” “we,” “us,” or “our”) across https://chelure.com.

1. General Billing Principles & Payment Methods

1.1 Registered Entity Information

All billing, invoicing, and merchant processing operations are conducted by:

  • Legal Business Name: Chelure Enterprises
  • National Tax Number (NTN): F066006-0
  • Registered Address: Suite 305, Muneer Arcade, Block 19, Gulistan-e-Johar, Karachi East, Sindh, 75290, Pakistan.
  • Billing Inquiries: billing@chelure.com | info@chelure.com | +92 306 3638596

1.2 Approved Payment Methods

Chelure Enterprises conducts all financial transactions with complete institutional transparency. We accept payments through:

  • Online Credit/Debit Card Processing: Local and international Visa, MasterCard, UnionPay, and PayPak cards processed securely through Safepay, our State Bank of Pakistan (SBP) regulated payment service provider. All online card transactions utilize 256-bit SSL encryption and mandatory 3D-Secure authentication.
  • Direct Bank Wire Transfer (SWIFT / IBAN): Direct interbank transfers (1Link) or international corporate wire transfers to our commercial account at Faysal Bank Limited.
  • Direct Bank Internet Payment Gateways (IPG): Direct bank gateway facilities and approved international processors (including Safepay, PayFast, Stripe, and PayPal as contractually specified).

1.3 Accepted Currencies

Invoices are standardly issued in United States Dollars (USD) for international clients, and may also be issued in Pakistani Rupees (PKR), British Pounds (GBP), Euros (EUR), or UAE Dirhams (AED) as mutually agreed in the applicable Statement of Work (SOW).

1.4 Bank Charges & Processing Fees

International wire transfer fees, correspondent intermediary banking deductions, currency conversion spreads, or merchant card processing levies are the responsibility of the remitting party unless explicitly agreed otherwise in writing.

2. Payment Frameworks by Service Model

2.1 Fixed-Scope Projects (Web, Mobile Apps & UI/UX Branding)

Unless otherwise stipulated in an executed SOW, fixed-fee engineering engagements adhere to the following milestone schedule:

  • Initial Deposit (50%): Advance commitment payment required to secure technical resources, reserve sprint capacity, and initiate discovery, wireframing, and architecture planning.
  • Mid-Project Milestone (25%): Due upon staging deployment, functional core feature completion, or client prototype review.
  • Final Release (25%): Due upon final Quality Assurance (QA) approval prior to production domain deployment, app store release, or the handover of final vector source files and proprietary code repositories.

Work is performed sequentially; subsequent development phases will not commence until the preceding milestone invoice has been cleared.

2.2 Dedicated Resource Augmentation & BPO Calling Retainers

  • Advance Billing Cycle: Dedicated software engineering, design, marketing, and customer support seats are billed on a prepaid monthly or bi-weekly retainer basis.
  • Payment Due Date: Retainer invoices are issued five (5) business days prior to the beginning of the service period and must be cleared on or before the 1st calendar day of the service month.
  • Personnel deployment, workstation allocation, and sprint access will be suspended if retainer invoices remain unpaid past the due date.

2.3 Remote Video Monitoring (RVM) & Virtual Guarding

  • Surveillance operations are billed on a recurring monthly retainer per camera feed or operator schedule, payable strictly in advance of the monitoring cycle.
  • Onboarding setup, software configuration, and camera stream integration fees are due in full prior to the activation of live monitoring operations.

3. Invoicing, Late Payments & Service Suspension

  • Grace Period: Invoices not settled within seven (7) calendar days of the stated due date are deemed delinquent.
  • Suspension of Work: Chelure Enterprises reserves the right to pause active development sprints, revoke temporary staging server access, or temporarily suspend live monitoring feeds if an overdue balance is not settled following a written forty-eight (48) hour reminder notice.
  • Reactivation Fee: A standard administrative reactivation fee of $100 USD (or equivalent PKR) may be assessed to restore paused cloud server instances, redeploy dedicated talent, or re-establish monitoring configurations following a suspension caused by non-payment.

4. Order & Project Cancellation Policy

4.1 Cancellation Prior to Project Commencement

  • 24-Hour Window: Clients may cancel a project order or service request within twenty-four (24) hours of placing the order or signing the SOW, provided technical engineering, discovery sessions, or billable work have not commenced.
  • In such cases, any upfront payment received will be refunded minus applicable third-party payment gateway transaction processing fees or a standard 10% administrative processing fee within fourteen (14) business days.

4.2 Cancellation During Project Execution

If a Client initiates cancellation after work has begun:

  • The Client shall be billed for all verifiable engineering hours, milestones reached, and non-cancellable third-party commitments (e.g., domain purchases, specialized software licenses, server provisioning) incurred up to the formal date of cancellation notice.
  • For partially completed milestones, billable hours will be calculated at our standard hourly rates ($35–$65/hour, depending on technical tier). Any unearned remainder of advance deposited funds for that specific active milestone will be returned to the Client.

4.3 Termination Notice Periods by Service Model

  • Fixed-Price Projects: Either party may terminate a project contract by providing fourteen (14) calendar days’ written notice.
  • Resource Augmentation & BPO: Dedicated staffing agreements require a minimum of thirty (30) calendar days’ written notice for offboarding or headcount adjustments, allowing for orderly knowledge transfer and personnel reassignment.
  • RVM Services: Monitoring contracts may be cancelled by providing thirty (30) calendar days’ written notice prior to the start of the next billing cycle.

4.4 Cancellation Initiated by Chelure Enterprises

We reserve the right to cancel, suspend, or decline an order if:

  • We are unable to provide services due to unforeseen technical limitations, vendor unavailability, or jurisdictional/banking restrictions.
  • Incomplete, inaccurate, or fraudulent verification details are supplied by the Client.
  • In the event of a cancellation initiated by us (unrelated to Client breach or default), all unearned advance fees are refunded to the Client in full.

5. Comprehensive Refund Policy & Guidelines

Because our services involve the direct allocation of specialized engineering hours, dedicated labor, digital assets, and continuous operational infrastructure, our refund eligibility is governed as follows:

5.1 Upfront Deposits & Discovery Fees

The initial project deposit (typically 50%) covers strategic analysis, architectural planning, UI/UX wireframing, and engineering resource allocation. Once project kickoff has occurred and discovery work has commenced, the initial deposit is non-refundable.

5.2 Completed & Approved Milestones

Fees paid for milestones that have reached the contractual Acceptance Period (14 calendar days) or have been formally approved in writing by the Client are non-refundable.

5.3 Dedicated Retainers & Staffing Seats

Monthly retainer fees paid for augmented staff or BPO calling seats are non-refundable once the billing month has commenced, as resources are reserved exclusively for the Client and cannot be reallocated during an active cycle.

5.4 Deployed Software & Digital Deliverables

Due to the open, inspectable nature of digital code and design files, no refunds will be granted once custom code has been deployed to the Client’s production server, final vector source files have been delivered, or mobile apps have been transferred.

5.5 Non-Refundable Third-Party Expenses

Third-party expenses incurred on behalf of the Client—including domain registrations, third-party software/API licenses, and cloud hosting infrastructure—are strictly non-refundable once purchased.

6. Refund Request Procedure, Review & Banking Timelines

To ensure fair and transparent financial resolution, all refund requests are processed according to the following mandatory workflow:

  1. Submitting a Request:
    The Client must submit a formal written refund or billing review request to billing@chelure.com (cc: info@chelure.com) stating:
    • Company Name & Client Name
    • Invoice Number & Transaction Reference
    • Date and Amount of Payment
    • Specific, detailed rationale for the refund request
  2. Investigation & Formal Determination:
    Our billing and finance department will investigate the transaction, cross-check milestone deliverables, and issue a formal written determination within two (2) to three (3) business days (maximum five (5) business days).
  3. Dispatch to Payment Processor (Safepay):
    Once a refund is approved in writing by our finance team, the refund instruction is electronically dispatched to our regulated payment aggregator (Safepay) within three (3) to five (5) business days.
  4. Bank Settlement to Customer Account:
    Approved refunds are credited back strictly to the original method of payment (original credit/debit card or issuing bank account). Depending on the Client’s issuing bank and international clearing cycles, the refunded amount typically reflects on the customer’s bank/card statement within seven (7) to ten (10) business days from gateway dispatch.

7. Chargeback & Dispute Resolution Policy

  • Mandatory Mutual Review: The Client agrees to contact Chelure Enterprises directly to resolve any billing discrepancies, milestone concerns, or payment errors before initiating a credit card chargeback, bank reversal, or payment processor dispute. The Client agrees to participate in a mandatory fourteen (14) calendar day mutual dispute review period.
  • Unjustified Chargebacks: In the event of an unjustified chargeback or reversal initiated without prior written notice, Chelure Enterprises reserves the right to immediately pause active software environments, revoke licenses to un-cleared intellectual property, and submit these agreed Terms, project communication logs, sign-offs, and deliverable receipts to the card network and bank as binding evidence of fulfilled contractual service.

8. Customer Support & Billing Contacts

For any questions regarding invoices, payment links, milestone payments, or refund status, please contact our accounts desk:

  • Entity: Chelure Enterprises (NTN: F066006-0)
  • Registered Address: Suite 305, Muneer Arcade, Block 19, Gulistan-e-Johar, Karachi East, Sindh, 75290, Pakistan.
  • Billing Desk: billing@chelure.com
  • Corporate Support: info@chelure.com
  • Phone / WhatsApp: +92 306 3638596
  • Support Hours: Monday through Saturday, 9:00 AM – 6:00 PM (PKT)