Refunds and cancellations

Promotions on a single advert

If we do not deliver, we refund in full. The clearest case is an advert that is rejected in moderation after you paid to promote it — you paid for visibility we then did not provide, so the payment is returned. The same applies if a technical fault on our side meant the promotion did not run.

Before it starts, you can cancel. If you have paid and the promotion has not yet begun — most often because your advert is still awaiting review — tell us and we will refund it in full.

Once it is running, it has been delivered. A promotion buys placement for a period of time, and that placement cannot be taken back once buyers have seen it. We do not refund a promotion partway through because the response was disappointing. Enquiries depend on the property, the price and the photographs as much as on the placement, and we cannot promise a result — only the visibility, which is what you are buying.

One exception worth naming: a refresh cannot be reversed at all. It moves your advert back to the top of the newest listings the moment it is applied, and there is no undoing that afterwards.

Monthly plans for agents and agencies

Stop whenever you like. There is no minimum term and no notice period. Tell us and we will end the plan.

Your plan runs to the end of the month you have paid for. We do not charge you again, and we do not refund the remainder of a month already paid — you keep the listings and the credits for the time you have bought.

Unused credits expire with the plan. Feature and refresh credits are part of the month they came with; they are not refundable for cash and do not carry over once the plan ends.

What happens when a refund is made

A refund removes what the payment bought. A promoted advert returns to an ordinary listing, a plan ends, and any credits granted with it are taken back — including if they have already been spent, which can leave a credit balance below zero until it is settled. Your adverts themselves are not deleted: a refund removes what you paid for, not what you posted.

How to ask

There is no button for this, deliberately — every refund and cancellation is looked at by a person. Email anjum.farrukh@gmail.com from the address on your account, with the transaction reference from your receipt. We aim to reply within two working days, and to return an approved refund by the same method you paid within seven.

Payments made in the app

Purchases made inside the Enclavians iPhone or Android app are handled by Apple or Google, not by us. Ask them for a refund through the App Store or Google Play — we cannot issue one for a payment we never received. Once they refund it, the promotion is removed here automatically.

If you disagree

If you think we have got a decision wrong, reply and say so, and a second person will look at it. Nothing here affects your rights under Pakistani consumer law.

This policy should be read together with our Terms of Use.