Refund & Cancellation Policy

1. Scope of This Policy

This policy applies to payments made to Masters Pakistan, which are limited to six types:

• Verification review fee (Rs. 350) paid by Experts applying for a verified badge
• Boost & promotion packages purchased by Experts to increase visibility
• Marketplace purchases of digital products
• Masters Escrow deposits held while a deal is completed
• Contest prizes paid upfront and held until a winner is awarded
• Business Profile subscription (Rs. 2,500 per year) paid by Experts for the Business tier

Masters Pakistan does not process payments for services hired directly between clients and Experts. Those are arranged and paid for independently between the parties and are not covered by this policy. All amounts are in PKR.

1a. Verification Review Fee

Applying for a verified badge carries a one-time Rs. 350 review fee, paid by bank transfer. It covers the manual time and effort our team spends checking CNIC, selfie and credential documents.

• If the application is not approved — the applicant is not found eligible for a verified badge — the full Rs. 350 is refunded to the account it was paid from within 7 working days.
• If the application is approved and the badge is awarded, the fee is non-refundable, as the review service has been delivered.
• If a payment reference cannot be matched to our bank statement, the application is held and the applicant is contacted; no review takes place until the payment is confirmed.

1b. Business Profile Subscription

A Business Profile is an optional yearly upgrade costing Rs. 2,500 per year, paid by bank transfer and activated manually by our team once the payment is matched. It unlocks the Verified Business badge, unlimited gigs and products, the AI Business Toolkit, the client CRM with invoicing, profile insights, premium profile layouts and a business/brand name.

• If the payment cannot be verified and the Business Profile is therefore not activated, any amount received is returned to the account it was paid from.
• Once the Business Profile has been activated, the yearly fee is non-refundable for the remainder of the term, as the features are made available immediately.
• If a duplicate payment was made in error, or activation failed due to a fault on our side, you may request a refund or credit.
• The subscription does not auto-charge. It simply expires at the end of the year and can be renewed; expiry is not pro-rated or refunded.
• Invoices you create in the Business CRM are paid by your clients directly to you. Masters Pakistan does not collect, hold or refund those payments and is not a party to them.
• A Business Profile is a presentation and tooling upgrade only. It is not verification, endorsement, or any guarantee of work, clients or income.

2. Boost & Promotion Purchases

Experts may voluntarily purchase Boost or promotion packages to increase the visibility of their profile or listings on the platform. Payments are made via Easypaisa, JazzCash, or bank transfer and are activated after our team verifies the payment.

3. Refund Eligibility

• Once a Boost or promotion has been activated, the purchase is non-refundable, as the visibility service begins immediately.
• If a duplicate payment was made in error, or if a paid Boost could not be activated due to a fault on our side, you may request a refund or credit.
• If we reject a promotion request because it violates our policies, any amount paid for that specific request will be refunded.

4. Marketplace (Digital Products)

Digital products are delivered electronically and cannot be returned, so purchases are generally non-refundable once the download has been unlocked. A refund will be considered where:

• The payment was verified but the product file was never delivered or the download was unusable and the seller did not resolve it.
• The product is materially not as described in the listing.
• The product is found to be pirated, infringing, or otherwise prohibited, in which case the listing is removed and the buyer is refunded.
• A duplicate payment was made in error.

Refund requests must be raised within 7 days of purchase. Change of mind, buying the wrong product, or lacking the skills or software to use a product are not grounds for a refund. Where a refund is approved, the corresponding amount is reversed from the seller's balance.

5. Masters Escrow Deposits

Escrow funds are held by Masters Pakistan as a neutral custodian and are not treated as a purchase from us, so ordinary refund rules do not apply. Instead:

• If both parties agree to cancel before delivery, the deposit is returned to the buyer.
• If the seller does not deliver, the buyer may raise a dispute and the deposit is returned to the buyer.
• If the work is delivered and confirmed, funds are released to the seller and the payment is final.
• Where a dispute is raised, our team reviews the deal record, messages, and deliverables and may release fully, release partially, or refund.
• The 2% platform fee is charged only on funds actually released to a seller — it is not deducted from a full refund to the buyer.

6. Contest Prizes

• A prize paid upfront is fully refundable to the poster if the contest is cancelled before any winner is awarded.
• Once a winner has been selected and the deliverables handed over, the prize is released to the winner and is non-refundable.
• If a winner is selected but fails to deliver the agreed work, the poster may raise a dispute; where no deliverable is provided, the prize is returned to the poster.
• If we reject or close a contest for breaching our policies, any verified prize funds held are returned to the poster.
• Entrants who are not selected as the winner receive no payment; submitting an entry does not create a payment obligation.

7. How to Request a Refund

To request an eligible refund, email contact@masters.com.pk (or use our Help & Support page) with your account email, the payment reference number, the date and amount of payment, the order or deal ID where applicable, and the reason for your request. We aim to acknowledge requests within 2 working days and to complete approved refunds within 7 to 10 working days, returned to the same Easypaisa, JazzCash, or bank account used for the original payment. Any transfer charges applied by your bank or wallet provider are not refundable by us.

8. Cancellations

You may choose not to renew a Boost or promotion at any time. Active promotions run until their stated expiry date and are not pro-rated or partially refunded upon cancellation.

9. No Responsibility for Services Between Users

Masters Pakistan is only a connection platform. We are not responsible for any payments, refunds, disputes, or service quality arising from engagements between clients and independent Experts. Any such matters must be resolved directly between the client and the Expert.

10. Contact Us

For any questions about this policy, contact us: