Refund, Fraud, and Complaint Resolution Policy

Effective Date: 09-11-2025

Blue Whale Solutions (SMC-Private) Limited is committed to providing a transparent, secure, and customer-focused digital payment experience. This policy defines the terms, rights, and procedures for refund processing, fraud reporting, and complaint resolution for all users and merchants using our platform.

1. Fraudulent Transactions & Social Engineering Co5mplaints

1.1 Reporting Window

Any fraudulent transaction, unauthorized access, or social engineering attack must be reported within 24 hours of occurrence to qualify for investigation and consideration.

1.2 Required Information

When submitting a fraud report, the following details must be provided:

Transaction ID or reference number
Date and time of transaction
Account or wallet number used
Screenshots, call/audio recordings, or any relevant evidence (if social engineering was involved)

1.3 Action & Liability

Blue Whale Solutions will initiate a tri-party investigation involving the acquiring merchant and relevant bank/wallet provider.
If fraud is verified, a full or partial refund will be processed, subject to fund recovery.
Reports made after 24 hours may be declined due to limited traceability and data integrity concerns.

2. Refund Eligibility and Process

2.1 KYC and Refund Precondition

All refund requests will be processed only after KYC (Know Your Customer) verification in compliance with Blue Whale Solutions’ regulatory obligations.

2.2 Valid Reasons for Refund

Refunds may be approved in the following cases:

Duplicate or incorrect charge due to system or merchant error
Failure by the merchant to deliver goods/services within the committed timeframe
Delivery of damaged, faulty, or materially incorrect products
Fraudulent or unauthorized transactions reported within the defined reporting window

2.3 Deductions on Refund

Refunds may be subject to deductions for:

VAT (Value Added Tax)
FED (Federal Excise Duty)
Transaction or gateway processing fees (if already deducted by third-party providers)

2.4 Refund Method & Timeline

Refunds will be issued via the same payment channel (bank account, mobile wallet, or card) used for the original transaction.
Funds will only be credited to the same account title and number to ensure anti-fraud compliance.
Standard refund processing time is 48 to 72 working hours after approval.
In exceptional cases requiring deeper investigation, Blue Whale Solutions may extend the timeframe to 7 working days, with prior notice to the customer.

3. Product Non-Delivery, Discrepancy & Damage Complaints

3.1 Merchant Commitment Window

If the merchant has provided a specific delivery period (e.g., 7–10 days), customers must wait until that period expires before filing a non-delivery complaint.

3.2 Valid Complaint Scenarios

A complaint may be lodged if:

The product was not delivered after the committed period.
The product/service received is substantially different from the description.
The delivered item is damaged, incomplete, expired, or defective.

3.3 Evidence Submission

Customers must provide:

Order receipt or invoice
Clear images/videos of the received product (if applicable)
Relevant communication records (email/SMS/chat) with the merchant

3.4 Complaint Submission Timeline

Complaints must be submitted within 72 hours of expected delivery or receipt.
Complaints filed after this window may not qualify for refund consideration.

4. Refund Policy vs. Merchant Policy

4.1 Merchant Terms Precedence

Each merchant integrated with Blue Whale Solutions may have its own refund and delivery policies.
We honor those terms unless they contradict consumer protection laws or this platform’s standard refund policy.

4.2 Policy Mismatch Resolution

Blue Whale Solutions will mediate disputes between customers and merchants.
If the merchant fails to respond within 3 working days, Blue Whale Solutions may take a final decision in the customer’s interest, subject to transaction verification.

5. Non-Refundable Scenarios

Refunds will not be applicable in the following cases:

Buyer’s remorse or change of mind after payment
Disagreement over merchant pricing or terms after acceptance
Customer failure to review merchant’s refund or delivery policy
Order delivered exactly as described by the merchant

6. Legal Disclaimer

Blue Whale Solutions is a technology-based payment aggregator and does not manufacture, store, or directly sell any goods or services.
Our role is limited to facilitating transactions between customers and merchants.
Blue Whale Solutions shall not be liable for indirect or consequential losses, except in cases of verified system failure or proven gross negligence.

7. Complaint Registration & Resolution Process

7.1 Steps to Lodge a Complaint

Customers can register a complaint through any of the following methods:

Visiting the Blue Whale Solutions Support Portal: www.bluewhalesolutions.online/contact
Emailing info@bluewhalesolutions.online
Calling our customer support at 0322-5712905

7.2 Information Required

When submitting a complaint, please provide:

Full Name and CNIC
Transaction Reference ID
Date of Transaction
Description of the issue
Screenshots or supporting documents (if any)

7.3 Investigation & Resolution

Complaints will be acknowledged within 24 hours of receipt.
Standard resolution time is within 7 working days.
Complex cases involving fraud, chargebacks, or cross-border transactions may require additional time, and customers will be notified accordingly.

8. Contact & Escalation

Primary Support:
📧 Email: info@bluewhalesolutions.online
🌐 Website: www.bluewhalesolutions.online
📞 Phone: 0322-5712905

For Legal or Regulatory Queries:
Legal Department, Blue Whale Solutions (SMC-Private) Limited
📧 Email: legal@bluewhalesolutions.online

Address:
Office No. 7, 1st Floor, Eman Shopping Mall, Khwazakhila, Swat, Pakistan