Refund & Cancellation Policy

1. Customer Cancellations

Posting a service request is always free. You can cancel it free of charge any time before your assigned ustad starts heading to your location — no fee, no questions asked.

Once your ustad is on the way, self-cancellation is no longer available in the app, since real cost (travel time and fuel) is already committed at that point. If you need to cancel after that, contact our support team with your booking details — a visit charge (shown in-app at booking time, and again on your booking screen) may apply once your ustad has arrived.

2. Wallet Balances & Account Closure Refunds

Lead-unlock credits are purchased in advance and are non-refundable once used to unlock a customer's contact details — the fee reflects the unlock itself, not the outcome of the job.

If you close your customer or provider account while holding a wallet balance, you can choose to forfeit it and delete right away, or request it back — self-service, from Settings in the app. Requesting a refund works like this:

• A service fee (shown live in the app at the time you request, since it's subject to change) is deducted from your balance — the rest is paid out to a bank account or mobile wallet you provide.
• You can cancel the request free of charge within 2 working days of filing it, with your account fully restored.
• Once that window passes, your account pauses (view-only, then a full hold) while we review and process the payout — approved refunds are paid out within 7-10 working days.

This replaces our previous manual, request-by-email process for providers, and now covers customer wallet balances too. Questions about an open request can be asked directly in the app, or by contacting 792tanveer@gmail.com.

3. Service Payments Between Customers and Providers

Payment for the actual work performed happens directly between the customer and the provider (cash, bank transfer, JazzCash, or EasyPaisa) — Zaroorat does not process or hold this payment, so we cannot issue a refund on it directly. If a job goes wrong, file a complaint in-app; our team mediates disputes and can take action against a provider's account, but a monetary refund of a direct cash/bank-transfer payment is between you and the provider.

4. Fee Changes

Zaroorat reserves the right to adjust lead-unlock fees or wallet-related pricing with at least 7 days' notice to providers.

5. Questions About a Specific Charge

If you believe you were charged in error, contact us at 792tanveer@gmail.com or call/WhatsApp +92 311 1508280 with your account phone number and the transaction details — customer complaints and provider account issues are both reviewed within 4 hours.