Refund & Cancellation Policy

Effective Date: September 11, 2026

This Refund & Cancellation Policy explains how transaction cancellations, reversals and refunds may be handled in connection with services provided by AEGIS LIFE (SMC PRIVATE )LIMITED (“AEGIS LIFE (SMC PRIVATE )LIMITED”, “we”, “us” or “our”).

Because AEGIS LIFE (SMC PRIVATE )LIMITED may facilitate or support payment journeys involving third-party payment channels, the availability and timing of a refund may depend on the merchant, the applicable payment provider and the relevant financial institution.

1. General Principle

AEGIS LIFE (SMC PRIVATE )LIMITED does not automatically guarantee a refund for every transaction.

Whether a payment can be refunded, cancelled or reversed may depend on:

• The transaction status;
• The merchant’s refund policy;
• The nature of the goods or services purchased;
• The applicable payment channel;
• The payment provider’s rules;
• Banking and settlement procedures;
• Applicable law.

2. Merchant Refund Responsibility

Where a customer purchases goods or services from a merchant using a payment channel supported through AEGIS LIFE (SMC PRIVATE )LIMITED, the merchant is generally responsible for determining whether the customer is entitled to a refund in accordance with:

• The merchant’s own refund and cancellation terms;
• Applicable consumer-protection requirements;
• The relevant payment-channel rules;
• Applicable law.

AEGIS LIFE (SMC PRIVATE )LIMITED does not determine whether a merchant’s underlying goods or services should be refunded unless expressly agreed otherwise.

3. Successful Transactions

A successfully completed payment is not automatically refundable.

If a customer believes that a successful transaction should be refunded, the customer should normally contact the merchant from whom the goods or services were purchased.

Where the merchant approves a refund, the refund may need to be processed through the applicable payment channel or settlement process.

4. Failed Transactions

Where a transaction has failed and no funds have been successfully settled to the merchant, a separate refund may not be required.

However, where a customer’s account has been debited despite the transaction being shown as failed, the transaction may require investigation and reconciliation with the relevant payment provider.

Customers should retain:

• Transaction reference;
• Amount;
• Date and time;
• Payment channel;
• Relevant confirmation or receipt.

5. Pending Transactions

A pending transaction should not automatically be treated as failed or refundable.

The transaction may require confirmation from the relevant payment provider before its final status can be established.

Customers and merchants should avoid unnecessarily initiating duplicate payments while a transaction remains pending.

6. Reversed Transactions

Where a transaction is reversed by the relevant payment channel or financial institution, the applicable amount may be returned according to the rules and processing timelines of that provider.

AEGIS LIFE (SMC PRIVATE )LIMITED may assist with transaction-status enquiries where the relevant information is available.

7. Duplicate Transactions

If a customer believes that the same payment has been charged more than once, the customer should provide the relevant transaction references to the merchant or AEGIS LIFE (SMC PRIVATE )LIMITED for investigation.

Duplicate transactions may require reconciliation with the applicable payment provider.

8. Cancellation Before Completion

A transaction may only be cancelled before completion where cancellation is technically available and permitted by the applicable payment system.

Once a payment has been successfully processed or settled, cancellation may no longer be possible and the transaction may instead require a refund process.

9. Refund Processing Time

Refund timing depends on the applicable payment channel, financial institution and settlement process.

AEGIS LIFE (SMC PRIVATE )LIMITED does not guarantee that a refund will appear in a customer’s account within a specific period unless a specific timeframe has been expressly communicated.

Additional delays may occur because of weekends, public holidays, banking procedures, payment-provider processing or reconciliation requirements.

10. Non-Refundable Circumstances

Subject to applicable law, a refund may not be available where:

• The underlying merchant transaction is not eligible for a refund;
• The merchant’s published refund policy does not permit the requested refund;
• The transaction was validly completed and the merchant has not approved a refund;
• The customer has provided insufficient information to identify the transaction;
• The claim relates to goods or services already properly delivered and accepted;
• The applicable payment provider does not permit the requested transaction adjustment.

This section does not limit any rights that cannot lawfully be excluded.

11. Fraudulent or Unauthorised Transactions

If a customer believes that a transaction was unauthorised or fraudulent, the customer should promptly contact the relevant merchant and/or payment provider and provide the transaction details.

AEGIS LIFE (SMC PRIVATE )LIMITED may cooperate with relevant payment providers, merchants and authorised authorities in investigating suspected fraud or unauthorised activity.

12. Refund Request Information

To assist with a transaction investigation, we may request:

• Customer name;
• Contact details;
• Transaction reference;
• Transaction amount;
• Transaction date and time;
• Payment channel;
• Merchant name;
• Proof of payment;
• Description of the issue;
• Other information reasonably required for investigation.

Customers should not provide passwords, PINs, OTPs or other confidential authentication credentials when submitting a refund enquiry.

13. Merchant Responsibilities

Merchants using AEGIS LIFE (SMC PRIVATE )LIMITED services are responsible for maintaining a clear customer refund and cancellation policy appropriate to their business.

Merchants should also:

• Process approved refunds accurately;
• Maintain appropriate transaction records;
• Respond to legitimate customer enquiries;
• Cooperate with transaction reconciliation;
• Follow applicable payment-provider rules;
• Comply with applicable laws and consumer-protection requirements.

14. Third-Party Payment Channels

AEGIS LIFE (SMC PRIVATE )LIMITED may support payment journeys involving third-party payment channels such as Easypaisa, JazzCash and Raast.

The processing, settlement, reversal or refund of a payment may therefore depend on the applicable payment channel and financial institution.

AEGIS LIFE (SMC PRIVATE )LIMITED does not control the internal processing rules, settlement systems or processing times of independent third-party providers.

15. Contact Us

For a transaction enquiry, please provide the transaction reference and relevant payment details.

AEGIS LIFE (SMC PRIVATE )LIMITED
No. 312, Third Floor, Lords Trade Center, F-11

Phone: 03255879363
Email: mosinsaeedcompany537@gmail.com

This Refund & Cancellation Policy should be read together with our Terms & Conditions and Privacy Policy.