Refund & Cancellation Policy

Last updated: October 27, 2026

1. Introduction

This Refund & Cancellation Policy explains how cancellations and refunds work for purchases made from Baselyne, including our monthly e-store plans, the 14-day free trial and our one-time services. It forms part of our Terms and Conditions.

This policy covers purchases made from Baselyne only. If you bought something from a store that runs on Baselyne, that store’s own refund policy applies, and you should contact the store directly.

2. Definitions

• Plan means a monthly subscription: the Starter E-Store Plan (PKR 4,999 / month), Business E-Store Plan (PKR 9,999 / month) or Enterprise E-Store Plan (PKR 19,999 / month), or any other plan listed on our Pricing page.
• One-time Service means Custom Theme Design (PKR 75,000), Mobile App for iOS & Android (PKR 150,000) or Baselyne POS Setup (PKR 25,000), or any other service charged once.
• Billing Period means the one-month period covered by a Plan payment.
• Kick-off means the point at which we start work on a One-time Service, usually the first project meeting or the date we confirm in writing that work has started.
• Scope means the product description and any proposal, brief or timeline we agree with you for a One-time Service.

3. The 14-Day Free Trial

3.1 How the trial works

You can start a free trial from our Get Started page. The trial lasts 14 days from sign-up and lets you build and test your store before committing to a Plan. There is no charge for the trial period.

3.2 Cancelling during the trial

• If you added a payment method when starting the trial, you can cancel at any time before the trial ends from your dashboard or by emailing [email protected]. If you cancel before the trial ends, you will not be charged.
• If you did not add a payment method, you do not need to do anything. Your store will be paused at the end of the trial until you choose a Plan.

3.3 When the trial ends

If you added a payment method and do not cancel, the Plan you selected starts automatically when the trial ends and the first monthly fee is charged. Because you had the full trial period to evaluate the service, this first payment follows the same rules as other Plan payments in Section 4. However, if you contact us within 48 hours of the first charge and tell us you forgot to cancel, and you have not taken live orders or connected a custom domain since the trial ended, we will refund that first charge as a one-time courtesy.

4. Monthly Plans

4.1 Cancelling a plan

You can cancel your Plan at any time:

1. from the billing or subscription section of your dashboard; or
2. by emailing [email protected] from the email address on your account, with your store name and the words “Cancel my plan”.

We will confirm your cancellation by email. Please keep that confirmation for your records.

4.2 When cancellation takes effect

Cancellation stops future renewals. Your Plan stays active until the end of the Billing Period you have already paid for, and your store remains online until then. To avoid being charged for the next month, cancel before your renewal date.

4.3 Refunds for plans

Plans are billed monthly in advance. We do not provide refunds or credits for partly used Billing Periods, for unused features, or for periods when your store was online but not used. We will, however, provide a refund in these situations:

• Duplicate charges: if you were charged more than once for the same Billing Period, we will refund the extra charge in full.
• Billing errors: if we charged the wrong amount, charged after you cancelled in time, or charged for the wrong Plan, we will refund the difference or the incorrect charge.
• Serious service failure: if your store is unavailable for an extended period because of a failure on our side (not because of scheduled maintenance, third-party services, your own changes or events outside our control), we may offer a pro-rated refund or service credit for the affected period. Our 99.98% uptime figure is a target, not a guarantee; see our Terms and Conditions.
• Termination without cause: if we stop offering your Plan or close your account for reasons other than your breach of our terms, we will refund any prepaid fees for the period after termination.
• Where required by law: any refund that applicable consumer protection law requires.

4.4 Upgrades and downgrades

When you upgrade, the new Plan starts immediately and you may be charged the difference for the rest of the current Billing Period. When you downgrade, the change applies from your next Billing Period. Downgrading does not create a refund for the current Billing Period.

4.5 Accounts closed for a breach

If we suspend or terminate your account because you breached our Terms and Conditions or Acceptable Use Policy, no refund is due for the current Billing Period or for any One-time Service already started.

5. One-Time Services

One-time Services involve work by our designers, developers and support team, so refunds depend on how much of that work has been done.

5.1 Custom Theme Design

• Before Kick-off: full refund.
• After Kick-off, before you approve the design concept: refund of 50% of the price.
• After you approve the design concept, before final delivery: refund of 25% of the price.
• After final delivery or after the theme is published on your store: no refund. Requests for fixes covered by the Scope will be handled as revisions.

5.2 Mobile App for iOS & Android

• Before Kick-off: full refund.
• After Kick-off, before you approve the app design: refund of 50% of the price.
• After you approve the app design, before the app is submitted to the app stores: refund of 25% of the price.
• After submission to the Apple App Store or Google Play: no refund. A rejection or delay by Apple or Google is not by itself a reason for a refund; we will work with you to address the store’s feedback within the Scope. Developer account fees paid to Apple or Google are not refundable by us.

5.3 Baselyne POS Setup

• Before the setup session is scheduled: full refund.
• After scheduling but at least 48 hours before the setup session: full refund, or you may reschedule free of charge.
• Less than 48 hours before, or after setup has started: no refund, but we will complete or reschedule the setup at no extra cost.

5.4 If we cannot deliver

If we are unable to deliver a One-time Service as described in the Scope for reasons within our control, and we cannot fix the problem within a reasonable time after you tell us about it, you will receive a refund for the parts of the service not delivered.

5.5 Delays caused by the customer

If a project is paused for more than 60 days because we are waiting for your content, feedback or approvals, we may treat the project as complete for the stages already delivered. We will remind you before doing so.

6. Non-Refundable Items

The following are not refundable, except where the law requires or in the case of our error:

• partly used monthly Billing Periods;
• domain name registrations and renewals, once submitted to the registrar;
• third-party fees, such as app store developer accounts, payment gateway fees and paid third-party apps or integrations;
• additional work outside the Scope that you approved and that has been completed;
• services delivered and accepted by you.

7. How to Request a Refund

1. Email [email protected] with the subject line “Refund request”.
2. Include your name, store name, order number, the product or Plan, the date of payment and the reason for your request.
3. We will acknowledge your request within 3 business days and may ask for more information.
4. We will tell you our decision within 10 business days of receiving all the information we need.

Please contact us before raising a chargeback with your bank. Most issues can be resolved faster directly, and unnecessary chargebacks may lead to account suspension while they are investigated.

8. How Refunds Are Paid

• Approved refunds are paid in Pakistani Rupees (PKR) to the original payment method wherever possible.
• If the original method cannot be used, we may pay by bank transfer to an account in the name of the payer.
• We aim to process approved refunds within 7 business days. Your bank or card issuer may take additional time to show the refund on your statement.
• We are not responsible for differences caused by exchange rates or by fees charged by your bank or card issuer.
• Where taxes were charged, the tax portion will be refunded or adjusted in line with applicable tax rules.

9. Your Data After Cancellation

When your Plan ends, your store goes offline. You can export your store data for 30 days after the end of your subscription. After that, we delete it as described in our Privacy Policy. If you plan to come back, export your data before the 30-day period ends.

10. Changes to This Policy

We may update this policy from time to time. The version in force when you made a purchase applies to that purchase. We will update the “Last updated” date above whenever we make changes.

11. Contact Us

If you have any questions about cancellations or refunds, please contact:

Baselyne (a brand of Cybeinc)
Suit No 301, Plot 17/C, Main Khayaban-e-Shahbaz, Phase 6, DHA, Karachi, Pakistan
Email: [email protected]
Phone and WhatsApp: +92-321-8291815

Questions about this policy? Contact us · hello@baselyne.io