Service Policy

1. Overview

At Grace Digital, we are committed to delivering reliable, efficient, and high-quality services across all our departments — including IT solutions, printing, repair, installation, and office support.
This Service Policy outlines our terms for service delivery, scheduling, warranty on service work, and customer responsibilities.

2. Scope of Services

Grace Digital provides a wide range of services including but not limited to:

  • Computer, laptop, and printer repair
  • Installation of operating systems, software, and drivers
  • Network and cabling setup (including connector replacement and custom-length cables)
  • Printing, scanning, photocopying, and lamination services
  • Web development and WordPress website setup
  • Stationery, school, and office supplies
  • Data recovery and troubleshooting
  • Peripheral setup and configuration

For details about each category, please refer to the relevant service page on our website or contact our support team.

3. Booking & Scheduling

  • Service appointments can be booked in-store, via phone, WhatsApp, or online request.
  • Once your request is received, our team will confirm availability, cost, and expected completion time.
  • Same-day service is available for many repair and installation jobs within Islamabad/Rawalpindi, subject to technician availability.
  • Large projects or printing orders may require advance booking and a 50% upfront payment.

4. Service Charges & Payments

  • All charges are clearly communicated before work begins.
  • Payments can be made via:
    • Cash
    • Easypaisa, JazzCash, SadaPay, NayaPay
    • Bank transfer
  • For ongoing or corporate clients, weekly or monthly billing arrangements can be made.
  • No service will be delivered without customer confirmation of the quoted amount.

5. Service Warranty

  • Most repair and installation services carry a limited service warranty of 7 to 15 days, depending on the nature of the work.
  • Warranty covers the same issue that was previously fixed or installed — it does not apply to new or unrelated issues.
  • Any physical damage, misuse, or unauthorized tampering voids the service warranty.

6. Customer Responsibilities

To ensure smooth service delivery, customers are required to:

  • Provide accurate information about the issue or requirement.
  • Backup all personal or important data before repair or installation (Grace Digital is not responsible for data loss).
  • Ensure access to the workspace or system when requesting on-site service.
  • Collect repaired or printed items promptly once notified.

7. On-Site & Remote Services

  • On-site service is available within Islamabad/Rawalpindi for eligible requests.
  • A minimum visiting or inspection fee applies and may vary by distance or complexity.
  • Remote support (via screen sharing or online assistance) is offered for certain software and configuration issues.
  • Our team ensures safe, respectful, and professional behavior at all on-site locations.

8. Delays & Cancellations

  • We strive to complete every job within the promised timeframe.
  • However, delays may occur due to hardware unavailability, technical complications, or customer response delays.
  • Customers may cancel or reschedule service before work begins without penalty.
  • Once service work has started, cancellation may not be eligible for refund unless approved by management.

9. Liability & Limitations

  • Grace Digital is not liable for any data loss, indirect damages, or third-party costs resulting from service usage.
  • For hardware-related issues, warranty or replacement may depend on the manufacturer’s policy.
  • Customers must collect repaired items within 30 days of completion; uncollected items may incur storage fees or disposal.

10. Confidentiality

All data, files, and customer information shared during service are treated as strictly confidential.
We never disclose or access personal content without consent, except where required by law.

11. Refunds for Service Work

  • If a service cannot be completed due to technical reasons or part unavailability, a partial or full refund may be issued.
  • Refunds are not applicable for:
    • Completed and approved jobs
    • Delays caused by customer inaction or misinformation
    • Service rework outside warranty scope

12. Policy Updates

Grace Digital reserves the right to modify or update this Service Policy at any time to improve our customer experience.
The most recent version will always be available on our website.

13. Contact Information

For bookings, support, or inquiries, contact us:

Grace Digital
📍 MPCHS, E-11/3 Markaz, Islamabad
📞 0307-6868582
📧 gracedigital.pk@gmail.com
💬 WhatsApp Support Available