Refund Policy – True Match
At True Match, we believe in fairness, clarity, and trust.
Our goal is to provide reliable matchmaking support for guardians and families — not to make profit from confusion or unclear terms.
This Refund Policy explains how refunds are handled and under what conditions they apply.
Eligibility for Refund
Refund request tabhi accept ki jaayegi jab:
Service promised but not delivered ho (jaise proposal leads share hi na kiye gaye).
Payment galti se duplicate ho gaya ho.
Humari taraf se koi clear error ya technical issue ho.
Change of mind ya “opinion change after purchase” ki wajah se refund consider nahi kiya jaayega.
Type of Packages & Refund Terms
True Match ke do main packages hain, aur unke refund rules alag hain:
a. Random Match Package (Basic)
Yeh simple service hai — ismein proposal share karne ke baad refund bilkul nahi hota.
Kyun ke once profiles assign ho jayein, process time aur verification cost lag jaati hai.
b. Preference Match Package (Premium)
Agar kisi reason se service incomplete rahe, toh 50% refund possible hai (case review ke baad).
Yeh sirf us surat mein jab match process start na hua ho ya humari taraf se delay ho.
Change of mind ya “personal reason” ki wajah se refund nahi milega.
Refund Not Possible (Once Process Starts)
Jab aapka matchmaking process officially start ho jata hai — jaise:
Data verification complete ho gaya ho
Group create ho gaya ho
Profiles share ho chuki ho
Toh us stage ke baad refund apply nahi hota.
(Reason: har lead ke peeche manual verification aur communication lagti hai, jo cost incur karti hai.)
Proof & Verification
Refund ke liye simple proof required hai:
WhatsApp par request bheji jaaye (Name, Transaction ID, Date, Short reason).
Payment ka screenshot ya slip attach karein.
Hum team ke zariye verify karenge ke service deliver hui ya nahi — iske liye koi extra documents ya CNIC nahi maanga jaayega (sirf last 4 digits if needed).
Processing Time
Refund process karne mein time lag sakta hai.
Hamari team case-by-case handle karti hai, aur workload ke hisaab se 7 se 25 business days tak lag sakte hain.
Kabhi kabhi delay ho sakta hai, lekin har request ko track kiya jaata hai till completion.
Chargebacks
Agar aap directly bank ya payment app ke through chargeback karte hain bina hum se baat kiye,
toh hum investigation karenge.
Agar chargeback unjustified nikla, toh future services temporarily block ki ja sakti hain (fraud prevention ke liye).
Contact & Support
Refund ya query ke liye WhatsApp par message bhejein:
Format:
“Refund Request – [Your Name] / [Transaction ID] / [Date] / [Short Reason]”
Team 3–5 business days mein reply karegi aur status share karegi.
Policy Updates
Hum apni refund policy kabhi bhi update kar sakte hain.
Latest version hamesha website par available rahega, with the “Last Updated” date mentioned below.
Trust & Safety Commitment
Aapki privacy aur photos 100% safe hain — refund ke process mein kabhi misuse nahi hota.
Har refund case ko respectfully aur confidentially handle kiya jaata hai.
Humara goal sirf ek hai — trust build karna, confusion nahi.