About FindUs
FindUs is a platform operated by FIND US (PRIVATE) LIMITED that connects customers with independent service providers, referred to as Partners, for home repair, maintenance, cleaning, and related services.
FindUs facilitates the connection between customers and Partners. FindUs does not directly provide the underlying home service.
This policy applies specifically to services and transactions conducted through the FindUs platform. FIND US (PRIVATE) LIMITED may also operate other applications and services, including Darman, which may have separate terms, refund policies, and payment arrangements.
View Darman Refund & Cancellation Policy →
How Service Payments Work
Customers pay Partners directly in cash for the agreed service amount. FindUs does not collect, hold, or process the service payment made by the customer to the Partner.
The service price is agreed between the customer and Partner before or during the service, depending on the nature of the request.
Because the service payment is made directly between the customer and Partner, any dispute regarding the amount paid, overpayment, or payment made in cash should first be discussed between the customer and Partner.
Customer Cancellations
Customers may cancel a service request before the Partner starts the service.
If a customer cancels after a Partner has accepted the request or after the Partner has travelled to the service location, FindUs may record the cancellation in accordance with its platform rules.
Cancellation does not automatically create a refund from FindUs because FindUs does not collect the customer's service payment.
Partner Cancellations
Partners are expected to accept requests only when they are available and able to complete the requested service.
If a Partner cancels a request after accepting it, FindUs may take appropriate action under its Partner terms, including affecting the Partner's account status or eligibility to receive future requests.
Service Not Provided
If a Partner accepts a request but does not provide the service, the customer should report the issue to FindUs as soon as possible.
FindUs may review the request, communication, cancellation information, and other available records and may take appropriate action against the Partner.
Since FindUs does not collect the customer's service payment, any cash payment already made directly to the Partner must generally be resolved with the Partner, subject to FindUs's investigation and applicable law.
Unsatisfactory or Incomplete Service
If a customer believes that a service was incomplete, materially different from what was agreed, or unsatisfactory, the customer should contact FindUs promptly with details of the issue.
FindUs may review the complaint and contact the Partner to understand what occurred.
Where appropriate, FindUs may assist the customer and Partner in reaching a resolution. However, FindUs does not guarantee a refund of cash paid directly to a Partner.
Refunds
FindUs does not normally issue refunds for the underlying service payment because customers pay Partners directly in cash.
Where a refund of a cash service payment is appropriate, the refund should generally be handled directly between the customer and the Partner who received the payment.
FindUs may assist with a dispute or complaint where appropriate, but the final resolution may depend on the circumstances of the service and the parties involved.
Partner Wallet
The FindUs Partner wallet is separate from customer service payments.
Partners are required to maintain the applicable wallet balance or top-up eligibility in order to receive service requests through the Partner App.
The Partner wallet may also be used by FindUs to deduct applicable platform commissions and other platform-related charges.
Customers do not pay for services through the Partner wallet, and customer cash payments are not deposited into or stored in the Partner wallet.
Wallet top-ups and wallet balances are Partner-side transactions and are separate from the cash payment made by a customer for a service.
Wallet Top-Ups and Refunds
Partner wallet top-ups are made to maintain eligibility to receive requests and to cover applicable platform charges.
A wallet top-up does not represent payment for a specific customer service.
Requests for withdrawal, reversal, or refund of Partner wallet funds will be reviewed according to FindUs's applicable Partner terms, transaction records, and account status.
FindUs may restrict, suspend, or withhold wallet funds where there is a legitimate account, transaction, fraud, abuse, chargeback, or compliance concern, subject to applicable law.
Failed or Duplicate Payments
Because customers normally pay Partners directly in cash, FindUs does not process the customer's cash service payment.
If a Partner makes a digital wallet top-up and the transaction appears to have failed, been duplicated, or resulted in an incorrect wallet balance, the Partner should contact FindUs with the transaction details.
FindUs may review the transaction with the applicable payment processor and update or resolve the wallet transaction where appropriate.
Refund Request Process
To report a service issue or request assistance regarding a potential refund, contact FindUs at contact@findus.com.pk.
Please provide the booking or request details, Partner information, date of service, amount paid, description of the issue, and any supporting evidence available.
FindUs may request additional information before reviewing a complaint or refund-related request.
Payment Disputes
Customers should first attempt to resolve cash-payment disputes with the Partner who received the payment.
FindUs may investigate complaints involving Partners and may take action under its platform rules where appropriate.
Nothing in this policy limits any rights or remedies available to customers or Partners under applicable law.
Non-Refundable Situations
A refund or reversal may not be available where the customer has received the agreed service, the service was cancelled due to circumstances attributable to the customer, the customer voluntarily paid an amount directly to the Partner beyond the agreed amount, or the claim cannot be reasonably verified.
This does not affect any rights that cannot legally be excluded under applicable law.
Policy Changes
FindUs may update this Refund & Cancellation Policy from time to time to reflect changes to its services, payment arrangements, Partner policies, or legal requirements.
The updated policy will be published on this page with a revised effective or last-updated date.
Contact Us
For questions, complaints, or refund-related requests, contact FindUs at contact@findus.com.pk.
FIND US (PRIVATE) LIMITED, Pakistan.