Refund, Return, Cancellation, Marketplace, Coins & Referral Rewards Policy

FAZL App (“FAZL,” “we,” “our,” or “the Platform”) is a digital marketplace designed to connect buyers with sellers, local shops, businesses, independent service providers, and other users.

FAZL provides digital tools that may allow users to:

• Discover nearby shops, businesses, products, properties, and services.
• Create a shop or business profile and establish a digital presence.
• List products, advertise items, and offer services.
• Publish short promotional videos called “Vibes.”
• Promote eligible shops, products, services, business videos, and listings.
• Broadcast requests to nearby businesses or service providers.
• Communicate directly through in-app chat and other available contact options.
• Discuss prices, receive offers, make offers, arrange bookings, and agree on transaction details.
• Participate in referral programmes and receive eligible Coins.
• Purchase Coins and, where available and legally permitted, use an eligible balance for purchases or request withdrawals.

This Policy explains the responsibilities of FAZL, buyers, sellers, businesses, service providers, and users in relation to refunds, returns, cancellations, disputes, payments, Coins, referral rewards, and related activities.

This Policy must be read together with FAZL’s Terms and Conditions, Privacy Policy, Seller Terms, and any additional terms displayed for a particular feature or transaction.

2.1. FAZL provides the platform

FAZL provides digital infrastructure that helps sellers and service providers present their businesses and offerings to potential customers. It helps buyers discover those offerings and communicate with the relevant businesses or individuals.

FAZL’s role may include hosting listings, displaying shop profiles, enabling messaging, providing discovery and promotional features, facilitating requests and offers, and supporting certain transaction or payment features.

2.2. Buyers and sellers generally make their own deals

Unless a particular transaction expressly states otherwise, FAZL does not itself sell the products listed by independent sellers or perform services offered by independent service providers.

The buyer and seller or service provider are ordinarily responsible for agreeing on:

• The product or service being purchased.
• The price and any negotiated discount.
• Product condition, specifications, quantity, and availability.
• Service scope, booking time, and expected completion.
• Delivery, collection, installation, or fulfilment arrangements.
• Payment method and payment timing.
• Any warranty, cancellation, return, or refund terms that apply.

A deal may be agreed directly between the parties through in-app communication or another mutually agreed communication channel.

2.3. FAZL does not automatically control direct transactions

Where the buyer and seller independently agree on a deal and exchange payment directly, FAZL ordinarily does not receive, hold, process, or control that payment.

In such cases, FAZL cannot automatically reverse the payment, guarantee delivery, recover money from the seller, or compel a refund merely because the parties communicated through the App.

However, this does not remove any responsibility FAZL may have under applicable law, including obligations relating to its own platform services, listings, complaints, payment features, or legally required consumer protections.

2.4. Some transactions may use platform-handled payments

FAZL may introduce or offer payment facilitation, checkout, balance, or other transaction-related services, either directly where legally permitted or through an authorized payment provider.

Where such a feature is used, the applicable payment terms, refund process, and responsibilities will depend on the particular arrangement and applicable law.

The fact that FAZL offers a payment feature does not automatically make FAZL the seller of every product or the provider of every service on the Platform.

Buyers using FAZL are responsible for taking reasonable steps before agreeing to a transaction, including:

1. Reviewing the seller’s or service provider’s profile, listing, description, and available reviews.
2. Asking questions about product condition, authenticity, price, availability, delivery, or service scope where necessary.
3. Confirming the final price and other important terms before committing.
4. Understanding whether payment will be made directly to the seller or through a supported payment arrangement.
5. Retaining receipts, transaction references, messages, and other relevant evidence.
6. Inspecting delivered products and reporting problems promptly.
7. Providing accurate information when making an offer, booking, payment, return, refund, or dispute request.
8. Avoiding fraudulent claims, abusive conduct, and attempts to obtain duplicate refunds or rewards.

Buyers should not assume that a listing, profile, video, rating, or promotional post constitutes a guarantee by FAZL regarding a seller’s identity, product quality, financial standing, or performance.

Nothing in this section removes a buyer’s statutory rights.

Sellers, shops, businesses, and service providers using FAZL are responsible for their own listings, offers, products, services, and dealings with customers.

They must, as applicable:

1. Provide accurate descriptions, prices, photographs, specifications, and availability information.
2. Avoid misleading claims, fake listings, counterfeit goods, and unauthorized use of third-party intellectual property.
3. Disclose material product defects and relevant service limitations.
4. Agree clearly with buyers on the final price, delivery or collection arrangements, service scope, and other important terms.
5. Honour confirmed agreements and bookings, subject to legitimate cancellation grounds and applicable law.
6. Handle customer complaints, returns, replacements, and refunds in accordance with applicable law and the terms agreed with the buyer.
7. Comply with applicable licensing, safety, consumer-protection, tax, product, and business-registration requirements.
8. Maintain appropriate records of transactions and payments.
9. Cooperate reasonably with legitimate complaints and investigations.
10. Follow FAZL’s Seller Terms and any seller agreement applicable to their account.

Sellers must not assume that FAZL will pay a refund on their behalf for a direct transaction that FAZL did not process or control.

FAZL may require sellers to provide business verification, product authenticity undertakings, or other information where reasonably necessary or legally required.

Refund eligibility depends on the transaction type, payment method, reason for the request, seller’s disclosed terms, and applicable law.

A refund, return, replacement, or other remedy may be appropriate where:

• A product is defective, damaged, incorrect, counterfeit, or materially different from its description.
• A seller fails to deliver a product or a confirmed service.
• A seller cancels a confirmed transaction after receiving payment.
• A payment is duplicated, processed incorrectly, or confirmed as unauthorized.
• A seller agrees to a refund or replacement.
• A payment provider or applicable law requires a refund or another remedy.

A refund is not automatically available simply because a buyer changes their mind, finds a better price, or no longer wants a product or service. Any applicable legal cooling-off, cancellation, or consumer right remains unaffected.

Refund requests will be considered according to the relevant circumstances and applicable legal requirements. FAZL does not guarantee that every request will be approved.

6.1. When a return may be requested

A buyer may request a return, replacement, or refund when the product is damaged, defective, incorrect, materially misdescribed, not delivered, or otherwise qualifies under the seller’s terms or applicable law.

6.2. How to request a return

The buyer should first contact the seller through FAZL or another agreed communication channel. The buyer should explain the issue and provide reasonable evidence, such as photographs, the listing, delivery information, and the transaction reference.

Where FAZL provides a formal complaint or return process, the buyer should follow the instructions displayed in the App.

6.3. Condition of returned products

Unless otherwise required by law or agreed with the seller, the buyer should return the product in reasonable condition, with available accessories and packaging.

A seller may not rely on packaging or condition requirements to deny a remedy that the buyer is legally entitled to receive.

6.4. Return shipping

Return shipping costs will depend on the reason for the return, the disclosed seller policy, the transaction terms, and applicable law.

Where a seller supplies a defective, incorrect, counterfeit, or materially misdescribed product, any mandatory legal requirement concerning return costs or refunds will apply.

6.5. Products with special restrictions

Perishable goods, personalized products, hygiene-sensitive products, digital goods, and other products may have special return conditions where permitted by law.

These conditions must be disclosed appropriately and cannot override non-waivable consumer rights.

6.6. Counterfeit or prohibited products

FAZL may remove or restrict a listing when a credible complaint or other information indicates that it involves counterfeit, pirated, prohibited, or unlawful goods.

Where applicable law or a binding legal requirement requires a refund, removal, suspension, or other action, FAZL will take the required action within the applicable legal framework.

Services listed on FAZL may include repairs, maintenance, professional services, bookings, installations, and other services offered by independent providers.

The service provider is responsible for performing the service according to the agreement with the buyer.

A buyer may request a refund or other remedy if the provider fails to attend a confirmed booking, does not provide the agreed service, materially changes the service without agreement, or cancels after receiving payment.

If a buyer cancels after work has started or after the provider has incurred agreed costs, the refund may depend on the agreement, work already completed, disclosed cancellation terms, and applicable law.

FAZL’s role is generally to help users discover providers and communicate with them. Unless FAZL expressly agrees to provide or fulfil a particular service, the provider remains responsible for performing that service.

8.1. Buyer cancellations

A buyer may request cancellation before the seller dispatches the product or the service provider begins the service. The cancellation becomes effective according to the parties’ agreement, the transaction process, and applicable law.

8.2. Seller or provider cancellations

A seller or service provider may cancel for a legitimate reason, such as product unavailability, an inability to provide the service, or a genuine operational issue, subject to the agreement and applicable law.

If payment has already been collected and a refund is due, the seller or relevant payment handler must process it according to the applicable terms and law.

8.3. Direct transactions

For transactions agreed and paid for directly between a buyer and seller, the parties should ordinarily resolve cancellation and refund arrangements with each other. FAZL may assist with communication but cannot guarantee the recovery of money it did not receive or control.

8.4. Platform-handled transactions

For transactions processed through a supported FAZL payment feature or an authorized payment provider, cancellation and refund requests will follow the applicable payment process.

Many FAZL transactions may be completed directly between the parties.

Examples include a buyer contacting a shop through the App, agreeing on a price in chat, visiting the shop, collecting a product, paying the seller directly, or arranging a service and paying the provider independently.

For these transactions:

• The buyer and seller are responsible for confirming the terms of their deal.
• The seller is responsible for any refund that the seller owes under the agreement or applicable law.
• The buyer should retain proof of payment and relevant messages.
• FAZL does not automatically hold the purchase price or have the technical ability to reverse a direct payment.
• FAZL may assist in communicating with the parties or reviewing a complaint, where appropriate.
• Users may contact their bank or payment provider if a direct payment is suspected to be unauthorized or fraudulent.

FAZL will not promise that it can recover a payment from a seller, guarantee a successful transaction, or compensate a buyer for every loss arising from a direct deal.

These provisions do not exclude any responsibility that applicable law imposes on FAZL itself.

Where a buyer uses a payment feature provided by FAZL or an authorized payment partner:

1. The applicable payment method, price, charges, and transaction terms should be displayed before confirmation.
2. Refund requests will be assessed according to the reason for the request, payment status, transaction terms, and applicable law.
3. Approved refunds will ordinarily be returned through the original payment method where supported and legally appropriate.
4. Processing times may depend on the payment provider, bank, card issuer, or wallet service.
5. FAZL will not mark a refund as completed before the relevant process confirms completion.
6. Any dispute about a bank, card, or wallet transaction may also be subject to the relevant provider’s procedures.

If FAZL does not receive or control the funds involved, it cannot promise to reverse them itself.

FAZL may offer a Coins system through which users can receive referral rewards, purchase Coins, and use an eligible balance for supported purchases. Where legally permitted and available, users may also request withdrawal of eligible balances to a supported bank account, mobile wallet, or other approved destination.

The actual availability of these functions may vary by country, account status, payment method, and applicable legal requirements.

11.1. Nature of Coins

Coins are intended to function as an internal FAZL accounting, promotional, or reward unit. They are not represented as cryptocurrency or a publicly traded digital asset.

However, the legal classification of a balance depends on how the system operates in practice. A feature that accepts money, stores value, enables payments, or permits cash withdrawals may be subject to financial-services or payment regulations.

FAZL will provide these features only through a legally permitted arrangement and any required authorized payment-service provider. A description of Coins as an internal unit does not exempt the system from applicable law.

11.2. Purchased Coins

Users may purchase Coins through the payment methods displayed in the App.

Before confirming a purchase, FAZL should display the applicable price, Coin quantity, conversion or redemption terms where relevant, and any applicable fees.

Purchased Coins will ordinarily be credited after the payment is confirmed. If the purchase fails, is duplicated, or is not credited correctly, the user may report the issue to FAZL support.

Purchased Coins may be used for the purposes expressly supported by FAZL, including eligible product purchases. Where withdrawal is legally permitted and enabled, the resulting eligible balance may be withdrawn subject to applicable verification, transaction limits, fees, and payment-provider requirements.

A completed Coin purchase is not automatically refundable merely because a user no longer wishes to use the Coins. Refunds remain available where required by law, where a transaction was unauthorized or processed incorrectly, or where the applicable transaction terms provide for a refund.

11.3. Referral Coins for bringing businesses to FAZL

FAZL may reward users who refer businesses, shops, or service providers to join the Platform.

A referral reward may be credited when the referred business completes the qualifying actions specified by the applicable referral programme. These may include registration, verification, approval, or another clearly disclosed qualifying step.

Referral Coins are promotional rewards, not wages, guaranteed income, or investment returns.

Users must not generate false referrals, create duplicate accounts, impersonate businesses, submit unauthorized information, or manipulate the programme.

FAZL may investigate suspicious referrals and withhold a disputed reward while reasonably checking eligibility. Rewards credited because of proven fraud, duplicate qualifying activity, technical error, or a reversed qualifying transaction may be corrected or reversed to the extent permitted by law.

Legitimate earned rewards will not be arbitrarily confiscated in breach of applicable law or an enforceable programme commitment.

Where referral Coins are eligible for withdrawal, the user may request redemption through the supported process, subject to account verification, programme terms, payment-provider requirements, and applicable law.

11.4. Use of Coins to purchase products

Where FAZL permits users to purchase a product using Coins or an eligible balance, the App should display the amount to be deducted before the user confirms the transaction.

If a qualifying purchase is cancelled or refunded, the refund will be processed according to the transaction terms and applicable law. Depending on the payment arrangement, this may involve restoring eligible Coins, crediting the relevant balance, or refunding the original payment method.

If a purchase was partly paid using Coins and partly using another payment method, the refund will be handled in accordance with the original payment structure, applicable law, and the disclosed terms.

A Coin refund mechanism will not be used to avoid a cash refund where applicable law requires a cash refund.

11.5. Withdrawals

Where withdrawals are available and legally permitted:

• Users must provide accurate payment details and complete any required verification.
• Minimum and maximum withdrawal limits, processing times, and applicable fees should be disclosed before confirmation.
• Withdrawals may be delayed for legitimate security, fraud-prevention, payment-reconciliation, or legal-compliance reasons.
• FAZL may request reasonable additional information where necessary to investigate a suspicious transaction.
• If a withdrawal fails, FAZL should take reasonable steps to determine the status and, where appropriate, restore the balance or permit a new request.
• A submitted withdrawal request is not necessarily a completed payment.

FAZL will not use a routine security review as a justification to indefinitely withhold an undisputed balance.

Users are responsible for providing correct bank or wallet details. Responsibility for a failed or misdirected withdrawal will be assessed according to the circumstances and applicable law.

11.6. Coin records and balance availability

FAZL may maintain transaction records distinguishing purchased Coins, referral rewards, spending, withdrawals, reversals, and pending transactions.

A displayed balance does not necessarily mean that every amount is immediately available for withdrawal. Pending payments, payment reversals, verification requirements, security reviews, or legal restrictions may affect availability.

FAZL should make material restrictions and applicable redemption terms clear to users.

11.7. Unauthorized or incorrect Coin transactions

Users should report missing Coin credits, duplicate purchases, incorrect deductions, and suspected unauthorized transactions as soon as reasonably possible.

FAZL may review transaction records and payment confirmations to investigate the issue. If an error is confirmed, FAZL will take reasonable steps to correct the balance or arrange the appropriate refund, subject to applicable law.

11.8. Changes to the Coins or referral programme

FAZL may change future reward amounts, eligibility requirements, withdrawal methods, or other programme conditions, subject to applicable law and appropriate notice.

Changes will not be used to unlawfully remove accrued rights or legitimate earned rewards.

FAZL may temporarily suspend a feature for security, maintenance, fraud prevention, payment-provider disruption, or legal compliance. Where feasible, affected users will be informed about material restrictions and outstanding eligible balances.

Buyers and sellers should first attempt to resolve a dispute directly and in good faith.

If the issue remains unresolved, a user may contact FAZL support and provide:

• The relevant listing, order, or transaction reference.
• A clear description of the issue.
• Relevant messages, receipts, photographs, delivery details, or other evidence.
• The resolution being requested.

FAZL may review the available information, ask the parties for clarification, facilitate communication, and take appropriate action under its Platform rules.

Depending on the circumstances, FAZL may remove a listing, request additional seller information, restrict a feature, suspend an account, or take other proportionate measures consistent with applicable law.

FAZL does not guarantee a particular outcome in every dispute and cannot guarantee recovery of money exchanged directly between users.

A user may still approach a competent court, consumer-protection authority, regulator, bank, payment provider, or other lawful dispute-resolution mechanism.

Users must not use FAZL to engage in fraud, deception, payment manipulation, fake referrals, false refund claims, counterfeit sales, prohibited transactions, or other unlawful activity.

FAZL may investigate suspicious activity and take proportionate steps to protect users and the Platform.

Where reasonably necessary, FAZL may temporarily restrict relevant transactions or features while investigating. Any permanent restriction, balance adjustment, or other enforcement action will be handled according to the applicable terms and law.

A complaint alone does not automatically prove wrongdoing. FAZL may consider relevant evidence and allow a user to respond where appropriate.

Unless a particular service expressly provides otherwise, the seller and buyer are responsible for agreeing on delivery, collection, delivery charges, timing, and any applicable tracking arrangements.

Sellers should provide accurate delivery information and fulfil their obligations under the agreement and applicable law.

If a product is delayed, lost, or not delivered, the buyer should contact the seller and retain any relevant tracking information and communications.

If non-delivery is established and a refund or other remedy is due, the seller or relevant payment handler must follow the applicable transaction terms and legal requirements.

Where FAZL or a designated logistics partner expressly accepts responsibility for a particular delivery service, the specific terms of that service will apply to the extent permitted by law.

FAZL may facilitate connections between users in different countries where the relevant features are available.

International transactions may be subject to the mandatory laws of the countries involved, including consumer-protection, e-commerce, payment-services, data-protection, customs, import/export, and tax requirements.

Sellers are responsible for complying with laws applicable to their goods or services. Buyers should review disclosed delivery costs, customs duties, taxes, and other charges before confirming a transaction, unless another party has expressly agreed to pay them.

Currency conversion, transfer fees, settlement timing, and withdrawal availability depend on the selected payment method and relevant providers.

FAZL may restrict a feature or transaction in a country where it cannot lawfully or operationally support that activity.

Where a mandatory consumer law conflicts with this Policy, the mandatory legal requirement will prevail for the relevant transaction.

FAZL may introduce seller commissions, promotional charges, transaction fees, withdrawal fees, or other paid services in the future.

Any applicable charge should be disclosed before the relevant service or transaction is confirmed, as required by law.

A new fee will not automatically apply retroactively to a completed transaction unless a lawful and enforceable agreement permits it.

Where FAZL introduces a commission arrangement, the relevant terms should explain who pays the commission, how it is calculated, when it becomes payable, and how cancellations, refunds, and payment reversals affect it.

To the maximum extent permitted by applicable law, FAZL is not responsible for independent sellers’ or service providers’ contractual promises, product quality, service performance, delivery arrangements, or direct payments that FAZL did not receive, process, or control.

FAZL does not guarantee that every user or listing is genuine, that every product or service will meet a buyer’s expectations, or that every transaction will be completed successfully.

Nothing in this Policy excludes or limits liability for fraud, willful misconduct, or any responsibility that cannot legally be excluded or limited.

Nothing in this Policy removes mandatory consumer rights, statutory remedies, or responsibilities imposed directly on FAZL by applicable law.

FAZL may process relevant account, listing, communication, referral, transaction, payment, and complaint information to operate the Platform, administer rewards, investigate disputes, prevent fraud, and meet legal obligations.

Personal information will be handled according to FAZL’s Privacy Policy and applicable data-protection laws.

Where reasonably necessary and legally permitted, relevant information may be shared with payment providers, sellers, service providers, or competent authorities for the purpose of resolving a transaction issue or meeting a legal requirement.

Users should never share passwords, one-time verification codes, or full payment-card security details with another user or in a support request.

FAZL may update this Policy to reflect changes in its marketplace features, payment arrangements, referral programme, business model, or legal obligations.

The latest version will be made available through the App or an official FAZL channel. Where required by law, FAZL will provide notice of material changes.

Policy changes will not override mandatory legal protections or unlawfully remove rights that have already accrued.

This Policy is intended to operate consistently with applicable laws in Pakistan and the other countries where FAZL operates.

The applicable law and competent forum may depend on the user, transaction, jurisdiction, and mandatory legal requirements.

Nothing in this Policy prevents a user from exercising a non-waivable right to submit a complaint or claim to a competent court, regulator, consumer-protection authority, or payment provider.

For questions or complaints concerning listings, sellers, returns, refunds, Coins, referral rewards, or withdrawals, users should contact FAZL through the official support details displayed in the App or on FAZL’s official website.

Users should include the relevant account or transaction reference and a clear description of the issue.

FAZL will handle complaints in accordance with its operational procedures and applicable legal requirements.