Refund and Cancellation Policy

Last Updated: May 22, 2025

1. Introduction

This Refund and Cancellation Policy outlines the terms under which FiloTaxes provides refunds and cancellations for our tax filing services. We strive to ensure complete customer satisfaction while maintaining fair business practices.

2. Refund Eligibility

2.1 Eligible Circumstances

Refunds for paid services (Filo Plus, Filo Premium) may be issued solely under the following specific circumstances:

1. Failure to Submit Filing: If you have provided all necessary information accurately and completely as required by our platform, made the required payment, and FiloTaxes fails to submit your tax return to the FBR portal due to a verifiable error solely attributable to our platform's core functionality or our personnel's direct handling (applicable to Filo Premium). This does not cover delays or failures caused by FBR system issues or incorrect/incomplete user-provided information.
2. Prolonged Platform Unavailability: If a documented, widespread technical failure originating solely within the FiloTaxes platform prevents you from accessing the service and completing your tax filing for a continuous period exceeding 48 hours during the final 14 days before the official FBR filing deadline, directly resulting in your inability to file through our service before the deadline. Routine maintenance or temporary glitches do not qualify.
3. Duplicate Payment Error: If you are erroneously charged more than once for the identical service plan purchase in a single transaction attempt due to a verifiable technical error in our payment processing system.

2.2 Ineligible Circumstances

Refunds will not be provided under the following circumstances:

1. Successful Tax Filing: Once your tax return has been successfully filed with the FBR through our platform, no refund will be provided as the service has been rendered completely.
2. User Error: If errors in your tax filing are due to incorrect information provided by you.
3. Change of Mind: If you simply change your mind after the service has been partially or fully rendered.
4. Regulatory Changes: If changes in tax regulations or FBR requirements affect your filing after you have purchased our service.
5. Free Services: The Filo Free plan is provided at no cost and therefore is not eligible for refunds.

3. Refund Process

3.1 How to Request a Refund

To request a refund, please:

1. Contact our customer support team at info@filotaxes.com or call +92 051 2253303-6
2. Provide your account details and transaction information
3. Explain the reason for your refund request
4. Submit any supporting documentation that may be required

3.2 Refund Review

All refund requests will be reviewed on a case-by-case basis. We will respond to your request within 5 business days.

3.3 Refund Method

Refunds will be processed using the same payment method used for the original transaction, unless otherwise agreed upon.

3.4 Refund Timeframe

If your refund request is approved:

• Credit/Debit Card payments: Refunds will be processed within 7-14 business days, depending on your card issuer's policies.
• Bank Transfers: Refunds will be processed within 5-7 business days.
• Other payment methods: Refund timeframes will vary based on the payment processor.

4. Cancellation Policy

4.1 Service Cancellation

You may cancel your service at any time by contacting our customer support team at info@filotaxes.com.

4.2 Cancellation Before Service Use

If you cancel your service before we have begun processing your tax filing:

• Filo Plus: Full refund if cancelled within 48 hours of purchase; 50% refund if cancelled after 48 hours but before service use.
• Filo Premium: Full refund if cancelled within 48 hours of purchase; 70% refund if cancelled after 48 hours but before service use.

4.3 Cancellation During Service Use

If you cancel your service after we have begun processing your tax filing but before submission to the FBR:

• Filo Plus: 25% refund may be provided at our discretion, depending on the amount of work completed.
• Filo Premium: Up to 40% refund may be provided at our discretion, depending on the amount of work completed.

4.4 Cancellation After Service Completion

No refund will be provided if you cancel after your tax return has been submitted to the FBR, as the service has been fully rendered.

5. Exceptional Circumstances

5.1 Service Unavailability

If our service becomes unavailable for an extended period during the tax filing season and we are unable to process your tax filing before the FBR deadline, we will provide a full refund.

5.2 Dissatisfaction with Expert Advice

If you are dissatisfied with the expert advice provided under the Filo Plus or Filo Premium plans, please contact our customer support team. We may offer:

1. A consultation with a different tax expert
2. A partial refund based on the specific circumstances
3. A credit toward future services

6. Changes to This Policy

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

7. Contact Us

If you have any questions about this Refund and Cancellation Policy, please contact us at:

• Email: info@filotaxes.com
• Address: 3rd floor, Rafi Center, Street 28, near Nawai Waqt Building, G-7/1, Islamabad
• Phone: +92 051 2253303-6

By using our services, you acknowledge that you have read and understood this Refund and Cancellation Policy.