Cancellation and refund policy
Last updated 10 November 2026. Operated by Muhammad Ibtisam Imran, an individual (sole proprietor) resident in Pakistan.یہ دستاویز انگریزی میں ہے۔ کسی فرق کی صورت میں انگریزی متن معتبر ہوگا۔ سوالات کے لیے واٹس ایپ کریں: +92 336 9099340
In plain words
- Every listing shows one of three policies before you book: Flexible, Moderate or Strict.
- Cancel within 48 hours of booking, at least 7 days before check-in, and you get everything back whatever the policy.
- The cleaning fee is always refunded if you cancel before check-in. The guest service fee is refunded only when the whole stay is refunded.
- If the host cancels, you get everything back.
- Refunds go back the way you paid: wallets within 5 working days, cards and bank transfers within 7.
آسان الفاظ میں
- ہر لسٹنگ بکنگ سے پہلے تین میں سے ایک پالیسی دکھاتی ہے: لچکدار، معتدل یا سخت۔
- بکنگ کے 48 گھنٹوں کے اندر، اور چیک اِن سے کم از کم 7 دن پہلے منسوخ کریں تو پالیسی جو بھی ہو، پوری رقم واپس ملتی ہے۔
- چیک اِن سے پہلے منسوخی پر صفائی فیس ہمیشہ واپس ہوتی ہے۔ سروس فیس صرف تب واپس ہوتی ہے جب پورا قیام واپس ہو۔
- اگر میزبان منسوخ کرے تو آپ کو سب کچھ واپس ملتا ہے۔
- رقم اسی طریقے سے واپس جاتی ہے جس سے ادا کی گئی تھی: والٹ 5 کام کے دنوں میں، کارڈ اور بینک 7 میں۔
This summary is for convenience. The numbered sections below are the agreement.
1. The three policies
The host chooses one policy per listing. It is shown on the listing page and again at checkout, and the one you accept at booking is the one that applies.
| Policy | Cancel early | Cancel late |
|---|---|---|
| Flexible | At least 1 full day before check-in: 100% of the stay, cleaning fee and service fee refunded. | Less than 1 day before: the first night is kept by the host; the other nights and the cleaning fee are refunded. Service fee not refunded. |
| Moderate | At least 5 days before check-in: 100% of the stay, cleaning fee and service fee refunded. | Less than 5 days before: half of the stay and the full cleaning fee refunded. Service fee not refunded. |
| Strict | At least 7 days before check-in: half of the stay and the full cleaning fee refunded. Service fee not refunded. | Less than 7 days before: nothing from the stay is refunded. The cleaning fee is refunded. |
"Days before" are counted to the check-in time shown on your booking. "The stay" means the nightly rate times the nights booked, before fees.
2. Rules that apply to every policy
- Grace period. Whatever the policy, if you cancel within 48 hours of making the booking and check-in is at least 7 days away, you receive a full refund including the service fee.
- After check-in. Once check-in time has passed, nothing is refunded for cancelling or leaving early. If you leave early because the place is unsafe or materially not as described, that is a complaint, not a cancellation: see section 5.
- Bookings you have not paid for (a request the host has not accepted, or an accepted request you have not yet paid) can be cancelled at any time at no cost.
- No-shows are treated as a cancellation at check-in time: no refund.
3. When the host cancels
If the host cancels a confirmed booking for any reason, you receive a full refund including the service fee, and we will help you find another place. Hosts who cancel are penalised under the Host Agreement. If a host asks you to cancel instead of cancelling themselves, do not: tell us at +92 336 9099340 so that you are refunded in full.
4. Weather, roads and other events outside your control
Travel in the north is at the mercy of weather. If the only road to the property is officially closed by the authorities for your check-in date (for example the Karakoram Highway, Babusar Top, the Lowari tunnel or the Naran road), or a government order prevents travel or stays in that area, we will refund you in full regardless of the policy, after confirming the closure. Ordinary bad weather, flight delays, personal illness or a change of plans are not covered; choose a Flexible listing if you need that freedom.
5. The place is not as described
If you arrive and the property is materially different from the listing, unsafe, dirty beyond reason, or you cannot get in, contact us within 24 hours of check-in with photos. Because we hold the host's money until 24 hours after check-in, we can refund you quickly when the evidence supports it, in full or in part, or help you move. Problems reported after the stay are decided on the evidence available and may get a smaller remedy.
6. How refunds are paid
- Refunds go back to the method you paid with: your JazzCash or Easypaisa wallet within 5 working days; a card or bank account within 7 working days of our confirmation. Banks sometimes take a few days more to show the credit.
- Your trip page shows the amount being refunded and the reason, the moment you cancel.
- Refunds are made in rupees for the amount received; exchange-rate differences on foreign cards are not refunded.
7. How to cancel
Open the trip from Trips and press Cancel booking. The refund is calculated at that moment under the rules above. If you cannot sign in, WhatsApp us from the number on the account.