Background

Refund & Exchange Policy

Transparent terms for service refunds and credit exchanges

Refund & Exchange Policy

Last updated: February 2026

At Indus Valley Talent, we strive to deliver exceptional Business Process Outsourcing (BPO) and remote talent solutions. This Refund and Exchange Policy outlines the conditions under which refunds or service exchanges may be granted for our offshore outsourcing and professional services.

1. Scope of Policy

This policy applies to all services offered by Indus Valley Talent, including dedicated support agents, voice & chat support, email management, telemarketing, and custom business solutions. All refund and exchange requests are evaluated in accordance with individual client contracts and established Service Level Agreements (SLAs).

2. Eligibility for Refunds

Clients may be eligible for a full or partial refund under the following circumstances:

  • Service Non-Performance: Failure on our part to deliver services as agreed in the formal SLA or contract terms.
  • Unused Advance Payments: Pre-paid retainer fees for onboarding or service hours that have not yet commenced or been allocated.
  • Cancellation Before Service Onboarding: Written notice of cancellation provided prior to the designated service start date, subject to administrative setup deductions.

3. Non-Refundable Items & Services

To maintain operational standards and fair compensation for assigned teams, refunds will not be issued for:

  • Completed hours of work or delivered service milestones already approved or utilized by the client.
  • One-time onboarding, software integration, or initial agent training fees.
  • Services canceled after active onboarding and shift deployment without prior notice as stipulated in the contract termination clause.

4. Service Exchange & Resource Reallocation

Instead of a cash refund, clients may opt for a Service Exchange:

  • Resource Replacement: If an assigned agent or specialist does not meet agreed performance benchmarks, we will replace the resource at no additional charge.
  • Credit Reallocation: Unused service balances can be transferred as credit toward alternative Indus Valley Talent services (e.g., reallocating chat support budget to voice support).

5. Claim Submission & Review Process

To request a refund or service exchange, clients must submit a formal written claim within 30 calendar days of the billing cycle or issue date. Requests should include detailed reasons for the claim and any supporting documentation or SLA tracking logs.

Our compliance team will review and respond to all requests within 5 to 7 business days. Approved refunds will be processed within 14 business days.

6. Refund Settlement Channels

Approved refunds will be processed using the original method of payment (direct wire transfer or bank transfer) in PKR (Pakistani Rupee) or the billed currency equivalent. Any third-party transaction or banking transfer fees incurred during refund processing will be deducted from the final refund amount.

Contact Information

For refund requests, exchange inquiries, or billing support, please contact our billing department at info@indusvalleytalent.com.