Return Resolution Policy

FIRST STOP IT TECHNOLOGIES (SMC-PRIVATE) LIMITED
📧 info@firststopittechnologies.site
📍 Office No.1, 2nd Floor, Sajid Sharif Plaza, G-11 Markaz, Islamabad, Pakistan
Effective Date: 09-10-2025

FIRST STOP IT TECHNOLOGIES is committed to providing a secure, transparent, and customer-focused digital payment experience. This policy defines the procedures, rights, and responsibilities for refund processing, complaint resolution, and fraudulent transaction reporting for all users and merchants using our platform.

1. Fraudulent Transactions & Social Engineering Complaints

1.1 Reporting Window
All cases of unauthorized transactions, social engineering, or fraud must be reported within 24 hours of occurrence to qualify for investigation.

1.2 Required Information
To report, provide:

Transaction ID or reference number
Date and time of transaction
Account, wallet, or card used
Any evidence such as screenshots, recordings, or messages

1.3 Action & Liability

A tri-party investigation will be conducted with the merchant and bank/wallet provider.
Verified fraud cases may receive a full or partial refund.
Claims reported after 24 hours may be rejected due to delayed detection and data integrity risks.

2. Refund Eligibility and Process

2.1 KYC Requirement
Refunds are processed only after customers complete Know Your Customer (KYC) verification, in compliance with regulatory requirements.

2.2 Valid Refund Reasons

Duplicate or incorrect charges due to system or merchant error
Non-delivery of promised goods or services
Delivery of damaged, faulty, or materially incorrect items
Fraudulent or unauthorized transactions reported within the timeline

2.3 Deductions
Refunds may be subject to:

VAT (Value Added Tax)
FED (Federal Excise Duty)
Transaction or gateway processing fees already deducted by third parties

2.4 Refund Method & Timeline

Refunds are credited via the original payment channel (bank, wallet, or card).
Refunds will only be credited to the same account or wallet used for payment.
Standard processing: 48–72 working hours; may extend to 7 working days in exceptional cases, with notice.

3. Product Non-Delivery, Discrepancy & Damage Complaints

3.1 Merchant Commitment Window
Customers should wait for the merchant’s clearly stated delivery timeframe before lodging complaints.

3.2 Complaint Scenarios

Product not delivered after the committed period
Product/service substantially different from advertised listing
Damaged, incomplete, expired, or defective delivery

3.3 Evidence Submission

Order receipt/invoice
Images or videos of received product (if any)
Communication records with the merchant

3.4 Complaint Timeline
Complaints must be lodged within 72 hours of the expected delivery or receipt. Late complaints may be ineligible.

4. Refund Policy vs. Merchant Policy

4.1 Merchant Terms Precedence
Merchant-specific refund, return, and delivery policies apply unless they violate consumer protection laws or platform policy.

4.2 Policy Mismatch Resolution
FIRST STOP IT TECHNOLOGIES will mediate between customer and merchant.
If a merchant fails to respond within 3 working days, we may issue a final resolution in the customer’s interest, subject to transaction verification.

5. Non-Refundable Scenarios

Refunds are not applicable for:

Buyer’s remorse or change of mind
Disagreements over pricing or merchant terms after acceptance
Failure to review merchant’s delivery/refund policy
Orders fulfilled exactly as described

6. Legal Disclaimer

FIRST STOP IT TECHNOLOGIES is a technology-based payment aggregator and does not manufacture, store, or directly sell products/services.
Our role is limited to facilitating transactions between customers and merchants.
We are not liable for indirect losses, except in cases of gross negligence or verified system failure.

7. Complaint Registration & Resolution

7.1 Steps to Lodge a Complaint

Support Portal: www.firststopittechnologies.site/contact
Email: info@firststopittechnologies.site
Phone: 0322 5712905

7.2 Required Information

Full Name & CNIC
Transaction Reference ID
Date of Transaction
Description of Issue
Supporting documents/screenshots

7.3 Investigation & Resolution

Acknowledgment: Within 24 hours
Standard resolution: 7 working days
Complex cases (fraud, chargebacks, or cross-border transactions) may take longer; customers will be notified proactively.

8. Contact & Escalation

Primary Support:
📧 info@firststopittechnologies.site
🌐 www.firststopittechnologies.site
📞 0322 5712905

For Legal or Regulatory Escalation:
Legal Department, FIRST STOP IT TECHNOLOGIES
📧 legal@firststopittechnologies.site