1. Cancel within five minutes
An eligible buyer can cancel a paid service booking within five minutes of booking creation and receive an automatic full refund of the buyer-paid amount without seller approval. The app shows the remaining automatic-cancellation time where practical.
2. After five minutes
An eligible refund request is sent to the provider for the full buyer-paid amount. The provider can approve or dispute it.
The ordinary refund flow is not available for unpaid, already refunded, already-in-refund, completed, or already transferred-out bookings, subject to support and legal exceptions.
3. Seller response and silence
If the provider disputes the request, they must explain why and may submit Planifya chat, agreed scope, timestamps, files, service-delivery evidence and other relevant records.
4. Dispute review
Planifya aims to give an initial response within about 48 hours after a dispute or escalation. This is an operational target, not a guaranteed final-decision deadline; complex cases, missing evidence and external payment checks can take longer.
Planifya may uphold the provider’s position, approve a customer refund, request more information, apply an account/content remedy or take another action allowed by the Terms and law. Internal review does not prevent either party from pursuing rights before a competent authority or court.
Completed or paid-out services
The standard refund flow is not intended for a booking already marked completed or after payout actually transferred. Serious post-completion allegations should go to Support with evidence; no automatic refund is promised.
Amount and bank timing
Where a service refund is granted, the default amount is the full buyer-paid amount and platform commission is not retained. Once Planifya/payment provider marks it processed, the bank or issuer controls when the credit appears; there is no fixed posting-time guarantee.
5. Tickets and changed events
- Buyer change of mind: no general self-service cancellation; tickets are final unless event terms, Planifya exception or law provides otherwise.
- Organizer/Planifya termination: affected paid bookings enter refund processing and organizer payout is blocked.
- Overselling/platform correction: Planifya may cancel, correct or refund affected paid bookings.
- Postponement/material change: the remedy is shown in event notices and terms and reviewed under applicable law.
6. Evidence, fraud and refund abuse
Do not file false disputes, alter screenshots, fabricate delivery, or misuse refunds/chargebacks to obtain a service without paying. Providers must not pressure users to withdraw legitimate complaints or share completion PINs early.
Support: support@planifya.pk. Include the booking or ticket ID and transaction reference; keep payment credentials private.