Service & Refund Policy

GoRentals.pk operates on a one-time platform fee model. Users — both tenants and owners — pay only when they choose to unlock the contact details of a matched party. Browsing, listing, requirement submission, and pre-unlock questions are entirely free.

Because the core value of the service (verified matches, video walkthroughs, requirement filtering, and pre-unlock support) is delivered before payment is initiated, users have full information before deciding to pay.

As a matter of policy, GoRentals.pk does not offer refunds once a contact unlock has been completed. By the time you initiate payment, you have already received:

• The matched property's full details (area, size, rooms, facilities, listed price)
• The video walkthrough of the property
• The opportunity to ask questions before payment
• Clear disclosure of the platform fee amount

Refunds are issued only in the limited cases described in Section 3. In other service-failure scenarios, we resolve the issue through alternative options described in Section 4 — not through a refund.

You are eligible for a monetary refund only in the following cases:

• Duplicate payment: You were accidentally charged more than once for the same unlock.
• Erroneous charge: You were charged for an unlock you did not initiate or authorize.

In these cases, the refund is processed back to your original payment method.

In the following situations, we will not issue a monetary refund, but we will resolve the issue at no additional cost to you:

• Contact unreachable: The phone number revealed after unlock is invalid, switched off permanently, or the owner does not respond to reasonable contact attempts within 14 days of your unlock.
• Property already rented: The owner confirms the property was rented out before your unlock was processed, and the listing was not removed in time.
• Technical failure on our end: Payment was processed but the contact details were not revealed due to a verifiable system error.

In any of these cases, we will:

• Continue your active search at no additional charge until you find a suitable alternative property
• Provide you with an equivalent unlock for another verified property in your preferred area and budget, free of charge
• Hold your payment as credit toward your next eligible unlock

You choose which of these recovery options works best for your situation.

The following situations are not covered under this policy:

• You changed your mind after the contact was revealed
• The owner declined to rent to you (owners have full discretion)
• You and the owner could not agree on rent, terms, or move-in conditions
• The property exists as described but you personally did not like it after visiting
• You did not attempt to contact the owner within 14 days of unlock
• More than 30 days have passed since the unlock
• The deal fell through after both parties met
• Disagreements arising during or after rental agreement signing

To raise a request under Section 3 (refund) or Section 4 (service recovery), message us on WhatsApp at +92 349 281 0130 within 30 days of the unlock with:

• The property listing reference (provided to you on WhatsApp at the time of unlock)
• The specific case from Section 3 or Section 4 you are claiming under
• Supporting evidence — screenshots of unanswered messages, payment receipt for duplicate charge, or any other relevant documentation

Our team will acknowledge your request within 2 business days and respond with a decision within 7 business days.

We review every request fairly. As part of the review, we may:

• Contact the property owner to verify their side
• Review the conversation history between you and the owner
• Re-verify the property listing
• Request additional information or evidence from you

Decisions are made based on the documented facts of each case. Eligibility under Section 3 or Section 4 must be substantiated.

Approved refunds under Section 3 are returned to the original payment method used (EasyPaisa, JazzCash, or bank transfer). Processing times depend on the payment provider, typically 3 to 7 business days after approval.

Service recovery options under Section 4 are activated immediately upon approval.

If you disagree with a refund or service-recovery decision, you may request escalation by replying on the same WhatsApp thread. A senior team member will review the case independently and respond within 5 business days. The escalated decision is final.

Users who repeatedly cause valid service-recovery situations — owners with unreachable numbers, owners maintaining outdated listings, or users submitting fraudulent claims — face listing removal, account suspension, and permanent loss of access to the platform.

GoRentals.pk relies on the accuracy and completeness of information provided by users. While we verify properties before listings go live, we cannot guarantee every detail of every interaction. Users are encouraged to conduct independent verification before finalizing any rental decision.

GoRentals.pk is not responsible for the outcome of any interactions, agreements, or relationships formed through our services beyond the eligible cases listed in Section 3 and Section 4.

We may update this policy periodically. Material changes will be communicated to active users via WhatsApp and the "Effective Date" above will be updated. Continued use of the platform after notification constitutes acceptance.