Refunds and Complaints

Effective 2 November 2026

This policy covers our paid services: Insider membership and the Fair Price Report. It is part of our terms.

Fees are not refundable, with three exceptions

Once we have received a payment for a service, it is not refundable, in whole or in part, except in the cases below. Payment charges and taxes are incurred as soon as a payment reaches us, so we keep our prices low and our terms simple instead. Please read what each service includes before you pay; we are happy to answer questions on WhatsApp first.

When we refund

We refund the full amount if:

you were charged twice, or charged the wrong amount (we refund the extra);
a monthly charge was taken after you cancelled in time, as set out below;
we cannot deliver a Fair Price Report you have paid for.

Ask us by email or WhatsApp (details below). We reply within 2 working days, and where a refund is due we send it within 7 working days of confirming it, to the card or account you paid from. Your bank may take a few more days to show it on your statement. We do not refund in cash or to a different card or account.

Delivery

We do not ship goods. Our services are delivered by WhatsApp and email, within the times set out in our terms: a Fair Price Report within 48 hours of payment and of receiving the property details.

Insider membership

Monthly plan. Your card is charged automatically each month, on the date you joined, until you cancel. Cancel at any time with our cancel form, by email or on WhatsApp, at least 2 working days before your next charge date; we confirm the cancellation in writing within 1 working day, and no further charge is taken. Your membership runs to the end of the month already paid for. Charges taken before you cancelled are not refunded; a charge taken after you cancelled in time is refunded in full.
Yearly plan. Priced well below twelve monthly payments, in return for paying for the year in advance. It runs for the full year and is not refunded if you stop using it.

Fair Price Report

Before we ask for payment, we confirm that we can report on the property.
If a report is late, we deliver it as soon as we can, or, if you prefer, report on a different property instead.
If a delivered report contains a factual error, tell us within 7 days and we will correct it free of charge.
Not satisfied with a report? Tell us within 7 days of delivery. We will go through it with you and, where a question about the property or its price is not answered, add to the report at no charge.
If we cannot deliver. If, after payment, we find we cannot report on the property and you do not want a report on a different one, we refund the fee in full.
Cancelling. A Fair Price Report cannot be cancelled once paid, because we start work as soon as payment and the property details reach us.

Credits

Where a fee is credited against our fee on a purchase (see our terms), the credit applies only to a purchase made through us within the stated period. It is not paid out in cash.

Complaints

If something has gone wrong, tell us by email at [email protected] or on WhatsApp at +92 301 677 2561. Please include your name, the service and what happened.

We acknowledge every complaint within 2 working days.
We aim to resolve it within 14 days. If it will take longer, we tell you why and when to expect an answer.
If you paid by card, please contact us before disputing the payment with your bank, so that we can put things right quickly.

Contact

PrivateCoordinates (SMC-Private) Limited
Marine Promenade, Karachi, Pakistan
Email: [email protected]
WhatsApp and phone: +92 301 677 2561
Office hours: Monday to Saturday, 10 am to 7 pm Pakistan time