Refund & Cancellation Policy

1. Overview

This Refund and Cancellation Policy (the "Policy") governs all cancellations and refunds for services provided through the Ghar Se platform, including ride booking, food delivery, marketplace purchases, and other services offered by Ghar Se Technologies ("Ghar Se," "we," "us," or "our"). By using the Platform, you agree to the terms of this Policy. All refunds are processed in Pakistani Rupees (PKR) unless otherwise stated.

2. Order Cancellation Before Preparation

If you cancel an order (food, marketplace, or any service order) before the seller or service provider has begun preparation or processing, you are entitled to a full refund of the amount paid. No cancellation fees apply in this case. Refunds will be processed to your original payment method or Ghar Se wallet, as applicable.

3. Order Cancellation After Preparation

If you cancel an order after the seller or service provider has begun preparation but before dispatch or delivery, a partial refund of 50% of the order value will be issued. The remaining 50% covers the cost of materials, preparation, and processing already incurred by the seller. This policy applies to food orders, marketplace orders, and other prepared services.

4. Food Delivery Cancellation

For food delivery orders placed through the Ghar Se platform:

• Cancellation within 5 minutes of placing the order: Full refund is issued, provided the restaurant has not yet started preparing the order.
• Cancellation after 5 minutes of placing the order: 50% refund is issued, as the restaurant may have already begun preparation.
• Once the order has been picked up by a delivery rider and is en route, cancellation is not permitted. If you refuse to accept delivery, no refund will be issued.
• If the restaurant is unable to fulfill your order (e.g., item unavailable), you will receive a full refund.
• If the delivery rider is unable to reach you after reasonable attempts, the order will be considered delivered and no refund will be issued.

5. Ride Booking Cancellation

For ride booking services on the Ghar Se platform:

• Cancellation before a driver is assigned: Free cancellation. No charges apply.
• Cancellation after a driver has been assigned: A cancellation fee of Rs. 50 will be deducted from your payment or wallet. This fee compensates the driver for their time and effort in arriving at the pickup location.
• If the driver is significantly delayed (more than 10 minutes past the estimated arrival time), you may cancel without any cancellation fee.
• If the driver cancels after accepting your ride request, no charge is applied to you, and we will assist you in finding another driver.
• Repeated cancellations (more than 3 per day) may result in temporary suspension of your ride booking privileges at our sole discretion.

6. Marketplace Product Returns

For products purchased through the Ghar Se marketplace:

• You may return eligible products within 7 days of delivery for a refund or replacement.
• Products must be returned in their original condition, unused, and in the original packaging with all tags and accessories intact.
• Return shipping costs are borne by the customer, unless the product is defective or the wrong item was shipped.
• Once the returned product is received and inspected, we will process your refund within 5-7 business days.
• The following items are non-returnable: perishable goods, personal hygiene products, intimate apparel, digital goods, and items explicitly marked as final sale.
• For defective or damaged products, please contact our support team within 48 hours of delivery with photographic evidence.

7. Refund Processing Time

Refunds are processed within the following timeframes:

• Standard refund processing: 5-7 business days from the date of approval of the refund request.
• Refunds are credited to your original payment method (credit/debit card, bank account, or mobile wallet) whenever possible.
• The actual time for the refund to reflect in your account may vary depending on your bank or payment provider's processing times.
• If you have not received your refund after 10 business days from approval, please contact our support team at [email protected] for assistance.

8. Wallet Refunds

Refunds for transactions made using your Ghar Se wallet balance:

• Refunds are credited instantly to your Ghar Se wallet upon approval of the refund request.
• Wallet credits can be used for future transactions on the Platform, including rides, food delivery, and marketplace purchases.
• Wallet refunds are non-transferable and cannot be withdrawn as cash, except as required by applicable law.
• If a promotional discount or bonus was applied to the original transaction, the refund will reflect the actual amount paid, not the full order value.

9. COD (Cash on Delivery) Orders

For orders placed with Cash on Delivery (COD) as the payment method:

• No cash refund is provided for COD orders. Instead, a store credit of the equivalent value will be issued to your Ghar Se wallet.
• The store credit can be used for future purchases on the Platform.
• Store credits are non-transferable and cannot be redeemed for cash.
• If you have paid a partial advance payment in addition to COD, the advance portion will be refunded to your original payment method.

10. General Conditions

• Refund requests must be submitted through the Ghar Se app, website, or by contacting our customer support team.
• We reserve the right to refuse a refund request if there is evidence of abuse, fraud, or violation of our Terms of Service.
• Refunds will only be issued to the original account or payment method used for the transaction.
• Any shipping charges paid at the time of purchase are non-refundable except in cases where the error is on our part or the seller's part.
• International transactions (if any) may be subject to currency conversion fees or exchange rate differences, which are non-refundable.
• We reserve the right to modify this Policy at any time. Changes will be effective upon posting to the Platform.

11. How to Request a Refund

To request a refund or cancellation:

1. Via App: Go to your order history, select the relevant order, and tap "Request Refund" or "Cancel Order."
2. Via Website: Log in to your account, navigate to your orders, and follow the refund/cancellation prompts.
3. Via Email: Send an email to [email protected] with your order ID, reason for cancellation/refund, and any supporting documentation.
4. Via Phone: Call our customer support line at +92-300-1234567 for assistance.

Our support team will review your request and respond within 24-48 hours.

12. Contact Us

If you have any questions about this Refund and Cancellation Policy, please contact us:

• Email: [email protected]
• Phone: +92-300-1234567
• Address: Ghar Se Technologies, Islamabad, Pakistan