This policy covers what you pay Dhundhlo (SMC-Private) Limited, a company incorporated in Pakistan (“Dhundhlo”, “we”) for its own services: Dhundhlo Pro, Team and Business (including the Launch 20 offer), and our “we set it up for you” service. When Verified and Featured go on sale, it covers them too.
It is part of our Terms & Conditions (section 12) and of the Shop Registration & Listing Terms. It adds to your rights and takes none away, including any right the law of Pakistan gives you.
Orders you place with a shop are refunded by that shop, not by us: see Delivery, Exchange & Cancellation.
1.When it is our fault: always a full refund
If something goes wrong because of us, we refund in full what the fault affects. That includes:
- Work or a service not started by the date we promised. For Launch 20, if your work has not started by 20 November 2026, you get back everything you paid.
- A double or wrong charge. The extra or wrong amount is refunded.
- A paid service we stop providing before the end of the period you paid for. The unused part is refunded.
- A service not delivered as described that we cannot put right within 14 days of you telling us. The unused part is refunded.
2.If you change your mind
Ask within 3 days of paying, before the work or the service has started, and we refund you in full.
After that there is no refund for a change of mind. The service stays on until the end of the period you paid for, and you simply do not pay for the next one.
When a service has started:
- Pro: when your paid Pro period begins (see when each service starts).
- Team and Business: on the work start date in your order, when the Dhundhlo Team starts work in your shop’s “Dhundhlo Team” chat.
- Setup done for you: when we start building your shop from the details you sent.
3.Bought in the Android app (Google Play)
If you buy through Google Play in the Dhundhlo app, Google Play takes the payment, and refunds go through Google Play under Google’s rules. You cancel that subscription in Google Play.
4.How a payment works
A payment on our website pays for one period: one month or one year of Pro, or the three months of a Launch 20 package. To continue after it, you pay for the next one.
- Pro: we send you the invoice for the next period about 7 days before your paid period ends. If you do not pay it, Pro stops after your paid period and your shop moves to Basic. Nothing is deleted: your shop, products, photos and reviews stay.
- Team and Business (Launch 20): three months, paid in advance. Nothing renews. When they end, you choose whether to continue at the normal price.
We take payment only to the company’s own account, through our website or by bank transfer, always with a receipt. Nobody from Dhundhlo ever takes money from you in person.
5.How to cancel
You can cancel at any time. Tell us on WhatsApp, by email or through the Contact form, or simply do not pay the next invoice.
The service then runs to the end of the period you have paid for, and stops. Cancelling on its own is not a refund: sections 1 and 2 say when you get money back.
6.How to ask for a refund
Write to us by any of these, with your receipt or invoice number:
- WhatsApp: +92 303 6960827
- Email: support@dhundhlo.com
- The Contact form
Tell us your shop’s name and why you are asking.
7.How long a refund takes
- We reply within 2 business days of your request.
- We decide within 5 business days.
- If the refund is approved, we send the money within 7 business days, to the way you paid: a bank transfer goes back to the account that paid; a card payment is refunded through Safepay, our payment provider, and your bank may take up to 14 business days to show it.
8.What this policy does not cover
- What you buy from a shop. The shop is the seller and handles its own delivery, exchanges, returns and refunds (our Terms, section 18). See orders from shops, and Complaints if a shop does not answer you.
- Money paid to anyone other than Dhundhlo. If someone took money from you in our name, do not pay again, and tell us.