Cancellation & Refund Policy

1. Digital Software Licenses (eSSL eTimeTrackLite)

• Nature of Digital Products: eSSL eTimeTrackLite Desktop and Web application license keys are intangible digital goods generated against the customer's unique machine hardware Activation Code.
• 100% Money-Back Guarantee for Key Failure: If an issued license key is invalid, defective, or fails to activate your eSSL software due to a licensing error from our end, we will first attempt to provide a corrected key within 24 hours. If the key cannot be successfully activated, we provide a 100% full refund with zero deduction.
• Non-Refundable Condition: Once a valid, working license key has been delivered and successfully unlocked/activated on the customer's PC/server, the sale is final and non-refundable, as perpetual digital licenses cannot be recalled or revoked once issued.
• Wrong Activation Code: Customers are requested to double-check their 15-character or 20-character Activation Code before submitting. If a key was generated for an incorrectly submitted customer code, our technical team will assist you with migration under genuine circumstances.

2. Remote Services & Biometric Admin Lock Removal

• 100% Service Delivery Guarantee: For our remote services (including Biometric Admin Lock Removal, Super Admin password generation, Hikvision camera password resets, and Remote eSSL Software Setup via AnyDesk), we charge a nominal one-time service fee.
• Full Refund on Unlock Failure: If our generated Super Admin master code or remote session fails to remove the administrator lock on a supported eSSL or ZKTeco standalone device with verified clock input, the customer is entitled to an immediate 100% full refund.
• Remote Setup & Training: If our technician is unable to install or configure the software due to incompatible operating system requirements that cannot be resolved, a full refund of the remote service charge will be issued.

3. Physical Hardware & CCTV Installation Services

• Site Inspection & Quotes: Quotes provided for CCTV Installation Packages are subject to site survey. Advance deposits for installation projects can be cancelled for a full refund if requested before equipment procurement or cable laying begins.
• Hardware Returns: Physical security cameras, DVRs, NVRs, and biometric machines can be returned within 7 days of delivery only if received in damaged, defective condition or incorrect model specification, provided items are uninstalled in original manufacturer packaging.
• Manufacturer Warranty: All CCTV cameras and biometric terminals carry 1 to 2 years official manufacturer warranty (Hikvision, CP Plus, eSSL, Dahua). Warranty repairs/replacements follow standard manufacturer policies.

4. Order Cancellation Request Window

You may request cancellation of your order prior to service dispatch:

• Digital License Orders: Can be cancelled at any time before the permanent activation key is generated and dispatched via WhatsApp/Email.
• Remote Assistance Sessions: Can be cancelled or rescheduled at any time prior to session commencement.
• On-Site Installations: Cancellations must be notified at least 24 hours prior to the scheduled technician visit.

5. Refund Processing Timeline & Method

Once the refund is initiated, you will receive an official transaction confirmation reference via email or WhatsApp. Please note that bank settlement timelines may vary slightly depending on your issuing bank or payment gateway.

6. How to Claim a Refund or Cancellation

To claim a refund or cancel your order, simply reach out to our customer support team with your Order ID, transaction details, and reason for the request: