Refund Policy

Last Updated: July 12, 2025

Thank you for choosing PristineInvoice.com ("we," "us," or "our"). We value your satisfaction and strive to provide you with the best experience through our ZATCA API Platform ("Platform") and eCommerce services. This Return Policy outlines the terms under which you may request a refund or return for paid services, subscriptions, or products purchased through our Platform or website. By using our Platform or making a purchase, you agree to the terms of this Return Policy.

1. Overview

Our Platform primarily offers a free tenant creation service for integration with the Zakat, Tax, and Customs Authority (ZATCA), along with premium services such as enhanced support packages or additional features. Our website may also offer physical or digital products for purchase. This policy applies to any paid services, subscriptions, or products purchased through the Platform or website.

2. Refund Eligibility for Services

You may be eligible for a refund for paid Platform services under the following conditions:

  • Service Not Delivered: If we fail to provide the purchased service (e.g., premium support or additional EGS unit capacity) due to technical issues on our end.
  • Non-Compliance with ZATCA: If the Platform fails to meet ZATCA integration requirements, resulting in your inability to use the service as intended.
  • Billing Errors: If you are incorrectly charged for a service or subscription, such as duplicate charges or charges for unrequested services.

Refunds are not available for:

  • Free services, including tenant creation or standard API usage.
  • Dissatisfaction due to user error, such as incorrect invoice data submission or failure to follow integration guidelines.
  • Services used in full or in part, unless they fail to meet the conditions above.

3. Returns for Products

We accept returns for physical or digital products purchased through our website within 30 days from the date of purchase. To be eligible for a return, your item must be unused, in the same condition as received, and in the original packaging (if applicable).

4. Refunds for Products

Once we receive your returned product and inspect it, we will notify you of the status of your refund. If approved, we will initiate a refund to your original method of payment within 14 business days. The refund amount will exclude any shipping charges incurred during the initial purchase. Please note that it may take additional time for the refund to appear in your account, depending on your payment provider.

5. Exchanges

If you would like to exchange a product for a different size, color, or style, please contact our customer support team within 30 days of receiving your order. We will provide further instructions on how to proceed with the exchange, subject to product availability.

6. Non-Returnable and Non-Refundable Items

Certain items and services are non-returnable and non-refundable, including:

  • Gift cards.
  • Downloadable software products.
  • Personalized or custom-made items.
  • Perishable goods.
  • One-time setup fees for custom configurations or integrations, once the setup is completed.
  • Services used to submit invoices or process transactions with ZATCA, as these involve secure cloud storage and compliance obligations.
  • Promotional or discounted services, unless otherwise specified at the time of purchase.

7. Damaged or Defective Items

In the unfortunate event that your product arrives damaged or defective, please contact us immediately at pristinecodes@gmail.com or through a support ticket. We will arrange for a replacement or issue a refund, depending on your preference and product availability. For such cases, we will provide a prepaid shipping label if applicable.

8. Return Shipping

You will be responsible for paying the shipping costs for returning your product unless the return is due to our error (e.g., wrong item shipped, defective product). In such cases, we will provide a prepaid shipping label.

9. Refund Request Process

To request a refund for services or products, please follow these steps:

  • Submit a support ticket through the Platform or contact us at pristinecodes@gmail.com within 14 days of the purchase or billing date for services, or 30 days for products.
  • Provide your account details, including tenant ID (if applicable), and a detailed description of the issue.
  • Include proof of payment, such as a transaction ID or receipt, and, for products, details about the return condition.

We will review your request within 7 business days and notify you of the outcome. If approved, refunds will be processed to the original payment method within 14 business days.

10. Subscription Cancellations

If you have subscribed to a recurring premium service (e.g., enhanced support or additional features), you may cancel your subscription at any time through your account settings or by contacting us at pristinecodes@gmail.com. Upon cancellation:

  • You will retain access to the service until the end of the current billing cycle.
  • No further charges will be applied after cancellation.
  • Refunds for unused portions of a subscription are not provided unless the service fails to meet the eligibility criteria in Section 2.

11. Technical Issues

We strive to maintain 99.9% uptime and secure 256-bit encryption for all Platform services. If you experience technical issues that prevent use of a paid service, please contact our support team immediately. We will work to resolve the issue promptly, and if the issue cannot be resolved within a reasonable timeframe, you may be eligible for a refund as outlined in Section 2.

12. ZATCA Compliance

The Platform is designed to facilitate compliance with ZATCA regulations. However, you are responsible for ensuring that your invoice data and configurations meet ZATCA requirements. Refunds will not be issued for issues arising from incorrect or non-compliant data submitted by you.

13. Changes to This Return Policy

We may update this Return Policy to reflect changes in our practices or legal requirements. We will notify you of significant changes via email or through the Platform or website. The "Last Updated" date at the top indicates the latest revision. Continued use of the Platform or website after changes constitutes acceptance of the updated policy.

14. Contact Us

If you have questions, concerns, or refund requests regarding this Return Policy, please contact us at:

PristineInvoice
pristinecodes@gmail.com
94773137368
No 220, Dagonna, Negombo, Sri Lanka

Alternatively, raise a support ticket through our Platform for dedicated assistance.

By using our Platform or website, you acknowledge that you have read, understood, and agree to be bound by this Return Policy.