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Payments & Refunds

Last updated: September 2026

1. General Billing Principles

Chelure Enterprises conducts all financial transactions with commercial transparency. We accept payments via Bank Wire Transfer (SWIFT / IBAN), Commercial Credit/Debit Cards (Visa, MasterCard, UnionPay, PayPak), Direct Bank Internet Payment Gateways (Faysal Bank IPG), and approved international payment processors (Safepay, PayFast, Stripe, PayPal).

  • Accepted Currencies: Invoices are standardly issued in United States Dollars (USD) for international clients, and may also be issued in British Pounds (GBP), Euros (EUR), UAE Dirhams (AED), or Pakistani Rupees (PKR) as mutually specified in the SOW.
  • Bank Charges: International wire transfer fees, intermediary banking fees, currency conversion surcharges, 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 & Branding)

Standard Milestone Structure: Unless otherwise stated in the executed SOW, fixed-fee projects are structured as follows:

  • Initial Deposit: 50% non-refundable advance payment required to secure engineering resources and initiate discovery/wireframing.
  • Mid-Project Milestone: 25% due upon staging deployment, functional feature completion, or client prototype review.
  • Final Release: 25% due upon final QA approval prior to production domain deployment, app store submission, or release of final vector/source code files.

Work is conducted in sequence; 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 developer, designer, 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 billing period and must be cleared on or before the 1st calendar day of the service month.
  • Personnel deployment and sprint access will be suspended if retainer invoices remain unpaid past the due date.

2.3 Remote Video Monitoring (RVM) & Virtual Guarding

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

3. Late Payments & Service Suspension

  • Grace Period: Invoices not settled within seven (7) calendar days of the due date are considered 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 48-hour reminder notice.
  • Reactivation Fee: A standard reactivation fee of $100 USD (or equivalent PKR) may be assessed to restore paused server instances, redeploy dedicated talent, or re-establish monitoring configurations.

4. Cancellation & Termination Terms

  • Fixed-Price Projects: Either party may terminate a project contract by providing fourteen (14) calendar days' written notice. Upon termination, the Client shall pay for all verifiable engineering hours, milestones completed, and non-cancellable third-party commitments incurred up to the effective termination date.
  • 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.

5. Refund Policies & Guidelines

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

5.1 Upfront Deposits & Discovery Fees

  • Non-Refundable: The initial project deposit (typically 50%) covers strategic analysis, architectural planning, UI wireframing, and resource allocation. Once project kickoff has occurred and discovery work has commenced, the initial deposit is strictly non-refundable.
  • If a project is cancelled in writing by the Client before any kickoff meeting or work has commenced, a refund of the deposit minus a 10% administrative and payment gateway processing fee will be issued within fourteen (14) business days.

5.2 Completed & In-Progress Milestones

  • Fees for milestones that have reached the Acceptance Period or have been formally approved are non-refundable.
  • In the event of contract termination during an active, partially completed milestone, Chelure Enterprises will issue an itemized statement of billable hours worked at our standard hourly rate ($35–$65/hour depending on technical tier). Any unearned remainder of funds deposited for that specific milestone will be returned to the Client.

5.3 Dedicated Retainers & BPO Staffing

  • 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, Custom Code & 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 How to Request a Billing Review

If you believe there has been a billing discrepancy or error, submit a formal review request to billing@chelure.com with your invoice number, transaction date, and detailed description of the issue. Our billing department will investigate and provide a formal written determination within five (5) business days.

6. Chargeback Policy

The Client agrees to contact Chelure Enterprises directly to resolve any billing disputes before initiating a credit card chargeback, bank reversal, or payment processor dispute. The Client agrees to engage in a mandatory fourteen (14) day mutual dispute review period.

In the event of an unjustified chargeback initiated without prior notice, Chelure Enterprises reserves the right to immediately suspend all active software environments, revoke licenses to un-cleared intellectual property, and submit these agreed Terms, project communication logs, and deliverable receipts as binding evidence of fulfilled contractual service.