Refund & Cancellation Policy

This Refund & Cancellation Policy explains how refunds and cancellations work for two kinds of payments made through Imarat360:

• Building subscriptions— monthly or annual fees paid by a building's union to Imarat360 (SMC-Private) Limited to use the platform.
• Resident maintenance payments — monthly maintenance dues or other society charges paid by individual residents through the in-app payment gateway, which are collected by Imarat360 on behalf of the building union.

1. Building subscription refunds

1.1 Free trial & first-month money-back guarantee

New customers may cancel within 14 days of their first paid invoice and receive a full refund of that invoice, no questions asked. To request, email abdulahadmagsi1@gmail.com from the registered admin email within the 14-day window.

1.2 Monthly plans

Monthly subscriptions are billed in advance for one month at a time. Cancellations take effect at the end of the current billing cycle — already-paid fees are not refundable for partial months. You retain full access until the cycle ends.

1.3 Annual plans

Annual subscriptions are billed in advance for 12 months. If you cancel mid-term:

• Within the first 14 days — full refund (as per 1.1).
• After 14 days and within the first 90 days — pro-rata refund of the unused months, minus a 10% administrative fee.
• After 90 days — non-refundable. You retain access until the end of the term.

1.4 Enterprise contracts

Refunds for Enterprise contracts are governed by the specific commercial agreement signed between the parties.

1.5 How refunds are processed

Approved refunds are processed within 7–10 business days to the original payment method (bank transfer, card or wallet). Bank fees, gateway charges and FX differences (if any) are not refundable.

2. Resident maintenance payments

2.1 Nature of these payments

When a resident pays maintenance or any society charge through the Imarat360 app, that payment is collected on behalf of the building's union. Imarat360 acts as a payment facilitator; the substantive financial obligation is between the resident and the union.

2.2 When a refund may be issued

A refund of a resident maintenance payment is available if:

• The payment was made in duplicate (the same bill paid twice in error within 30 days), or
• The payment was made for a wrong flat due to a system error and the correct flat has not been credited, or
• The payment was made for a cancelled bill (the union has officially cancelled the charge after payment), or
• The payment failed at the gateway but the resident's account was debited (gateway reversal — usually auto-resolved within 7 business days).

2.3 When a refund will NOT be issued

• The resident disagrees with the amount of a validly issued bill — this must be resolved with the building's union directly.
• The resident has moved out, sold their flat or surrendered tenancy — society charges are not refundable.
• The resident voluntarily paid an advance or future month.
• The maintenance was correctly charged per the union's approved rate.

2.4 How to request a refund

Email abdulahadmagsi1@gmail.com with:

• Building name & flat number
• Transaction ID (visible in the app under Pay → History)
• Reason for refund and supporting evidence (screenshots etc.)
• Bank account details for the refund (if not card-original)

Eligible refunds are typically processed within 7–10 business daysafter approval by the building's union (where union approval is required).

3. Chargebacks

If you initiate a chargeback through your bank or card network without first contacting us, we may temporarily suspend your account while we investigate. We will cooperate fully with your bank but reserve the right to recover legitimate dues, gateway fees and administrative costs.

4. Currency & taxes

All refunds are processed in the original currency of payment (PKR). Any applicable taxes (sales tax, withholding) are refunded in accordance with FBR rules.

5. Contact

For any refund or cancellation question, email abdulahadmagsi1@gmail.com or WhatsApp +923090126236. Our team replies within 1 business day.