This policy covers payments for internet subscription services made through Grace Optix — by cash, bank transfer, JazzCash, EasyPaisa, card, or any other online method.
Service is billed in advance per billing cycle. Once a payment is applied to your account, it's non-refundable — including if you use the service less than expected, ask to pause/downgrade/cancel mid-cycle, or lose access due to a breach of your agreement after paying.
Temporary downtime (maintenance, weather, third-party infrastructure) doesn't entitle you to a refund. Where your agreement separately provides a service credit for extended downtime, it's applied to a future invoice, not paid out in cash.
Genuine errors — a duplicate gateway charge, or payment applied to the wrong account — aren't covered by the no-refund rule above. Report it within 7 days via Support, with the date, amount and reference. Verified errors are corrected as an account credit toward your next invoice by default; a cash/bank reversal may be arranged at our discretion if a credit isn't practical. This does not extend to a change of mind.
A payment that fails on the payment gateway's side was never applied to your account, and is handled directly between you, the gateway and your bank/wallet — not as a refund request to us.
Closing your account with a paid, unused balance remaining? Contact Support — these are reviewed individually as an account settlement.
Raise a ticket via Support describing the payment and issue. Our decision on a billing dispute is final.
For billing or refund questions, use the Support section in the app or portal.
