Cancellation & Refund Policy

1. Cancelling before payment

A pending checkout may be abandoned before payment confirmation. A declined, failed, expired, or cancelled payment does not deliver a paid entitlement. If a provider shows a pending debit after cancellation, contact the provider and Pack Tools with the transaction reference.

2. When a refund may be available

• The same payment was captured more than once.
• The charged amount or purchased offer does not match the confirmed order.
• Payment was confirmed but the purchased digital service, tokens, download, or entitlement was not delivered.
• A material technical defect attributable to Pack Tools prevents the purchased service from being used and cannot be resolved within a reasonable opportunity to investigate and remedy it.
• A refund is required by applicable Tunisian law or another mandatory rule.

3. Digital services and non-refundable cases

Once a digital service has been delivered, substantially performed, downloaded, activated, or consumed, it is generally non-refundable merely because the user changed their mind, no longer needs it, used incompatible equipment, or breached these Terms. Consumed tokens and completed service actions are not refundable except where mandatory law or a verified service failure requires otherwise.

A request may also be refused where the issue arises from user-supplied content, misuse, an unsupported environment clearly disclosed before purchase, or a third-party network outside the operator’s control. This does not affect mandatory legal rights.

4. Plans and subscriptions

Current plan packages have a stated fixed duration and renew only through a new explicit purchase. If a future offer includes recurring billing, the user may cancel future renewal before the next charge using the method shown with that offer. Cancellation normally stops future billing and does not retroactively refund an already delivered current period unless the request otherwise qualifies under this policy or law.

5. Returns and exchanges

Pack Tools primarily supplies software and digital services and does not ordinarily ship physical goods. Physical returns and physical exchanges therefore do not apply. A request to replace an incorrectly assigned digital offer will be assessed as a correction or refund request under this policy.

6. How to request a refund

Send cancellation, refund, duplicate-payment, payment-issue, or service-not-delivered requests to info@sofflex.com. Include the account email, purchase and provider transaction references, date and amount, reason, relevant screenshots or error details, and the requested resolution. Do not send full card numbers, security codes, passwords, or other sensitive payment credentials.

7. Review and processing time

Pack Tools will normally acknowledge a complete request within five business days and aims to communicate a decision within ten business days after receiving the information needed to investigate. Complex provider or technical investigations may take longer; the user will be informed when reasonably possible.

An approved refund is submitted to the original payment method where possible. The time for funds to appear is controlled by the payment provider and financial institution and may extend beyond Pack Tools’ review period. Provider fees or currency effects are handled as required by law and the provider’s rules.

8. Duplicate, incorrect, or undelivered payments

Duplicate and incorrect captures are investigated against provider and Pack Tools transaction records. For a confirmed payment with no delivery, Pack Tools may first complete delivery promptly if appropriate and accepted by the user; otherwise an eligible refund will be initiated. Users should not file simultaneous contradictory claims with Pack Tools and the payment provider and should disclose any chargeback already opened.