If something has gone wrong, tell us. A complaint can be about Dhundhlo itself (our service, a payment, your account, a reply from the Dhundhlo Team) or about a shop you found on Dhundhlo. We handle both, in different ways (sections 3 and 4).
1.How to complain
Use whichever is easiest for you:
- WhatsApp: +92 303 6960827
- Phone: +92 303 6960827
- Email: support@dhundhlo.com
- The Contact form
- About a shop, a product or a review: Report (also on every shop and product page)
Tell us what happened and when. If it is about a shop, give its name or link; if it is about a payment, give the receipt or invoice number. Screenshots help.
2.What happens next
- We acknowledge your complaint within 5 business days (usually much sooner; WhatsApp is fastest).
- We resolve it within 30 days. If we are waiting for someone else, for example a shop, we tell you why and what happens next.
- We tell you in writing what we found and what we did.
3.A complaint about a shop
The shop is the seller, and what you bought is between you and the shop (our Terms, section 18). Please contact the shop first. If it does not put things right, tell us.
What we can do: ask the shop to answer you, warn it, hide a listing, or suspend or remove the shop if it breaks our Terms. What we cannot do: deliver the goods or make the refund ourselves, because we are not the seller.
4.A complaint about Dhundhlo
Anything we did or did not do: our service, a charge, your account, a reply from the Dhundhlo Team, or how your information was handled.
- Payments and refunds: see the Refund & Cancellation Policy.
- Your personal data: you can also write to privacy@dhundhlo.com (see our Privacy Policy).
5.If you are not happy with our answer
Write to legal@dhundhlo.com with “Complaint review” in the subject, and say what you asked for and why our answer did not settle it. The company’s management reviews it again and answers you in writing.
This process does not take away any right the law of Pakistan gives you, including going to a consumer court.