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Refund & Return Policy

Refund and return rules for subscriptions, installations, and GPS devices — including payments processed through Rapidgateway.

1. Overview

This Policy applies to AL-MUHAFIZ TRACKERS (PRIVATE) LIMITED ("AL-MUHAFIZ") for online and offline payments related to GPS tracking devices, installations, activations, monthly/yearly subscriptions, renewals, and related services. Online payments are processed securely through our official payment gateway partner, Rapidgateway.

Read together with our Terms & Conditions, Privacy Policy, and Shipping & Installation Policy.

2. How online payments work (Rapidgateway)

  1. You select a package or service on our website / app
  2. Our system generates an invoice with the amount due
  3. You are redirected to the Rapidgateway secure payment page
  4. You pay via available methods (for example Card, Banking, JazzCash, Easypaisa, and other channels offered by Rapidgateway)
  5. Rapidgateway sends a real-time payment notification (webhook) to our systems
  6. After successful verification, the invoice is marked paid, wallet credit is applied (if applicable), and eligible services are activated
  7. You receive a payment receipt by email/SMS and in your account

AL-MUHAFIZ does not store card details. Sensitive payment data is handled by Rapidgateway under SSL-encrypted processing.

3. Refund policy

Refunds are applicable only in case of duplicate payments or failed service activation after a successful payment was received.

  • Refund requests must be raised within seven (7) days of payment
  • After verification, approved refunds are processed to the original payment method within five to seven (5–7) working days
  • Gateway / bank processing times may add a short additional delay beyond our internal approval window
  • Request via hello@almtrace.com or +92 311 1133170 with customer name, invoice/order ID, transaction reference from Rapidgateway, amount, date, and reason

3.1 Failed activation

If payment succeeds but we cannot activate the paid service for reasons attributable to AL-MUHAFIZ (and not due to incomplete KYC, unavailable vehicle for installation, incorrect customer details, or Carrier/network issues outside our control), you may request a refund within the 7-day window after we confirm failed activation.

3.2 Duplicate payments

If the same invoice is paid more than once due to a technical or user error, the duplicate amount is refundable after reconciliation of Rapidgateway settlement records.

4. Non-refundable items

  • Subscription fees for services already activated are non-refundable
  • No refund for partial subscription period usage
  • Service renewal payments are non-refundable once processed
  • Installation labour and activation charges after successful installation / handover are non-refundable
  • Customized, paired, or installed devices are non-refundable / non-returnable (see Return Policy below)

5. Return policy (physical devices)

  • Physical GPS devices can be returned within seven (7) days of purchase if unused and in original condition (original packaging, accessories, and documentation complete)
  • Returned devices will be inspected by our technical team before approval
  • Customized or installed devices are non-returnable
  • Dead-on-arrival or manufacturing defects are handled under warranty (repair/replacement) rather than as a change-of-mind return

6. Delivery model context

  • Digital platform: tracking, reports, and alerts are delivered via mobile app, web portal, and server platform
  • Device installation: GPS trackers are installed by our technical team at the customer location (or agreed workshop), as described in the Shipping & Installation Policy
  • Service access: customers access real-time tracking, reports, and alerts via app or web after activation

7. Security deposits (if any)

Where a security deposit is collected (for example rental Equipment), on expiry/termination outstanding dues are adjusted and the remaining balance is returned within thirty (30) working days, consistent with PTA commercial practice.

8. Compliance

We comply with applicable laws of Pakistan, including PTA requirements and SBP-related expectations for digital payments handled via licensed / authorised payment institutions such as Rapidgateway. Customer data is kept confidential and used only for service purposes as set out in our Privacy Policy.

9. Support

For payment, refund, or return assistance: hello@almtrace.com | +92 311 1133170 | Contact form. We provide customer and technical support for service-related issues.

Authorised by: Mian Adnan Rauf, Chief Executive Officer, AL-MUHAFIZ TRACKERS (PRIVATE) LIMITED — 16 Gulbrig Colony, Kasur 55050, Pakistan.

Last updated: 21 July 2026

Questions? Email hello@almtrace.com or call +92 311 1133170.