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  1. STANDARD TERMS AND CONDITIONS OF SALE AND SERVICES

  3. These terms apply to products, software licences, subscriptions and services supplied by TekkPak Technologies (Private) Limited, referred to below as “TekkPak”.

  5. Orders and agreed terms

  7. The accepted quotation, order confirmation, statement of work or signed agreement defines the products, services, prices and payment arrangements for each order. Any specifically agreed written terms take precedence over these general terms where they conflict. Customer purchase order terms apply only where expressly accepted by TekkPak in writing.

  9. Prices and quotation validity

  11. Quotations remain valid for the period stated in them. Applicable taxes, delivery charges and other charges will be identified in the quotation or invoice. Any proposed price adjustment before order acceptance, including an adjustment arising from exchange rates or supplier pricing, requires the customer’s agreement. After acceptance, changes require written agreement unless an adjustment mechanism was expressly included in the accepted order.

  13. Payment and overdue accounts

  15. Payments are due according to the accepted quotation, agreement or invoice. Where no payment period has been agreed, payment is required before dispatch, license activation or commencement of services.

  16. TekkPak does not charge interest on overdue payments. If an undisputed payment remains overdue, TekkPak may suspend further deliveries or services after written notice and a reasonable opportunity to settle. The customer must promptly notify TekkPak of any disputed amount and pay the undisputed balance when due.

  18. Taxes and withholding deductions

  19. Applicable federal or provincial taxes will be charged in accordance with Pakistan law.

  20. Customers may deduct withholding income tax or withholding sales tax only where required by applicable law and at the legally applicable rate. The customer must deposit the deducted amount with the relevant authority within the statutory deadline and provide TekkPak with the required withholding certificate and relevant CPR or other official payment evidence identifying the deduction.

  21. No other deduction or adjustment may be made without TekkPak’s written agreement or a legal entitlement. Any exemption or reduced rate must be supported by valid documentation.

  23. Delivery and customer readiness

  25. Delivery and implementation dates are as stated in the accepted order. Estimated dates depend on stock availability, supplier delivery, licence provisioning and customer readiness. TekkPak will promptly communicate material delays and agree revised arrangements where necessary.

  27. The customer must provide the access, information, approvals and infrastructure specified in the agreed scope, including suitable power, internet connectivity, cabling and site access where required.

  29. Service scope and changes

  31. Installation, configuration, migration, integration, training and support are limited to the agreed scope. Additional work or changes require written agreement on charges and timelines.

  33. TekkPak will perform services with reasonable skill and care and meet the specifications and commitments expressly agreed. Performance also depends on the suitability and availability of the customer’s infrastructure and relevant third-party systems.

  35. Hardware warranty

  37. Hardware warranty duration and coverage are those stated in the quotation or applicable manufacturer’s warranty. TekkPak will assist with eligible warranty claims for products it supplies.

  39. Warranty exclusions, where applicable, may include damage caused by misuse, unauthorised modification, unsuitable electrical supply, liquids or operation outside the manufacturer’s specifications. Repair, replacement and turnaround arrangements depend on the applicable warranty and supplier assessment. Statutory rights remain unaffected.

  41. Software licences and subscriptions

  43. Software and cloud subscriptions are subject to the relevant provider’s licensing and usage terms. The accepted order will specify the edition, capacity, subscription period and included services.

  45. Renewal charges and arrangements will be communicated separately unless already agreed. Expiry or failure to renew may interrupt service or access to data according to the provider’s terms. License ownership, account access and any transfer restrictions will follow the agreed order and provider requirements.

  47. Support and service availability

  49. Ongoing support, maintenance, monitoring and response commitments are included only where expressly stated in the quotation, support agreement or SLA.

  51. Telecommunications, internet, cloud and other third-party services are subject to their providers’ availability and conditions. TekkPak does not guarantee uninterrupted operation unless a specific commitment is agreed in writing.

  53. Inspection and complaints

  55. Customers should inspect deliveries promptly and report visible damage, shortages or incorrect items as soon as reasonably possible, preferably within seven calendar days of delivery.

  57. Warranty faults, hidden defects and service complaints should be reported promptly after discovery through TekkPak’s official contact channels, with relevant supporting details. This reporting period does not remove statutory rights or shorten an applicable warranty.

  59. Cancellation, returns and refunds

  61. Cancellation and return requests are subject to written agreement and applicable law. Any cancellation charges must reflect reasonably incurred, unrecoverable costs and will be explained to the customer.

  63. Activated licenses, commenced subscriptions and special-order products may have supplier restrictions on cancellation or refund, which will be disclosed before order acceptance. These restrictions do not remove remedies for defective, incorrect or misdescribed supplies. Approved refunds will be processed within the period agreed in writing.

  65. Data, security and lawful use

  67. Both parties will protect confidential information and use it only for the agreed purpose or as required by law.

  69. The customer is responsible for lawful use of its systems, including required permissions for call recording, messaging and processing personal data. Backup, retention, security and recovery responsibilities must be defined in the agreed scope. TekkPak will handle customer data and credentials accessed during its work with reasonable care.

  71. AI enabled services may produce inaccurate responses. Their permitted tasks, escalation arrangements and any human review requirements should be agreed before deployment.

  73. Liability

  75. TekkPak’s aggregate liability arising from an order is limited to the amount paid or payable under that order. Neither party is liable for indirect or consequential loss.

  77. Events beyond reasonable control

  78. Neither party is responsible for delays caused by events beyond its reasonable control, provided it promptly informs the other party and takes reasonable steps to reduce the impact. If the disruption continues, the parties will agree revised delivery arrangements or an appropriate termination and settlement.

  80. Governing law and disputes

  82. These terms are governed by the laws of Pakistan. The parties will first seek to resolve disputes through good faith discussion. If unresolved, disputes will be submitted to the courts having competent jurisdiction in Lahore, subject to any mandatory jurisdiction or statutory complaint procedure.