1. Why an Onboarding Fee?
Certain positions on the Portal require a one-time onboarding fee, paid by you via a bank challan, before your contract is issued. The fee covers verification, training materials, kit / equipment allocation where applicable, and administrative onboarding costs. The exact amount is published on each position's detail page before you apply.
2. The Default Rule
Onboarding fees are, by default, non-refundable once your application has reached the Contract Awaiting Signature stage or beyond. By that point, we have already incurred verification, training, and administrative costs on your file.
3. When You Will Receive a Full Refund
We will refund 100% of the onboarding fee, less unrecoverable bank/transfer charges, in the following situations:
- We reject your challan for any reason and the application does not proceed to contract issuance.
- SVHS withdraws the offer after challan payment but before contract issuance, for reasons other than your breach of these Terms.
- The position is cancelled by SVHS before contract execution.
- A double or duplicate payment has been made — the duplicate amount is refunded.
- Material misrepresentation by SVHS about the role, salary, or terms is established.
4. When a Partial Refund May Apply
If, at our sole discretion, we determine that a partial refund is warranted (for example, due to documented exceptional circumstances such as serious medical emergency before contract signing), we may refund a portion of the fee net of incurred administrative costs.
5. When No Refund Is Due
- You voluntarily withdraw your application after the onboarding fee has been verified.
- You fail to e-sign the contract within the window indicated in the offer.
- Your application is rejected for falsified information, failed background checks, or any breach of the Acceptable Use Policy.
- Your account is terminated for cause after contract signing.
- You decline to provide required KYC documents within the requested timeframe.
6. How to Request a Refund
- Email careers_svhs@unexplores.com from the address registered on your account.
- Subject line:
Refund Request — [Application #] — [Position Title]. - Include the date of payment, amount, bank/wallet used, and a copy of your challan / payment proof.
- Provide the bank account details where the refund should be remitted (must be in the applicant's name).
7. Processing Time
- We acknowledge refund requests within 2 business days.
- Approved refunds are typically credited within 7–14 business days of approval, subject to processing times of the originating and receiving banks.
- Refunds are made only to the account that originated the payment, or to a verified account in the applicant's name. We will not remit to third-party accounts.
8. Reward Adjustments (STEMS)
Rewards or commissions associated with an account that subsequently receives a refund will be proportionally reversed. This ensures our reward program accurately reflects finalized onboardings.
9. Disputes
If you believe a refund decision is incorrect, you may escalate by replying to the same email thread. We will conduct an internal review and respond within 10 business days. Unresolved disputes are subject to Clause 11 of the Terms of Service (Karachi courts, governed by the laws of Pakistan).