Refund & Return Policy

At ASCANx, we strive to ensure transparency and fairness in all transactions. This Refund & Return Policy applies to all users (Tenants and Owners) of the ASCANx Platform. Please read carefully before making any booking or payment.

1. Tenant Refund Policy (Booking Cancellations)

1.1 Cancellation by Tenant (Before Move-In)

1.2 Cancellation by Tenant (After Move-In)

• First 24 hours: 75% refund (minus security deposit and 1-day rent)
• First 7 days: 50% refund of remaining stay (prorated)
• After 7 days: No refund for remaining stay
• Early move-out requested by tenant: Security deposit forfeited if move-out without notice

1.3 No-Show Policy

If you do not check-in within 24 hours of your booking start date without notifying the owner or ASCANx:

• Booking is considered cancelled with 0% refund
• Property is released for other bookings
• Security deposit is forfeited

2. Tenant Refund (Property Issues)

2.1 Property Uninhabitable (Full Refund + Relocation)

If the property is uninhabitable due to:

• No electricity, gas, or water
• Severe pest infestation
• Structural safety hazards
• Illegal or unauthorized property

You will receive:

• 100% refund of all payments made
• Relocation assistance to similar property (if available)
• PKR 1,000 inconvenience compensation

You must notify ASCANx within 24 hours of check-in. Late notifications may reduce refund eligibility.

2.2 Property Misrepresentation (Partial Refund)

If the property significantly differs from listing (e.g., wrong number of bedrooms, missing amenities, different location):

• Refund of 30-70% depending on severity
• Determined by ASCANx after investigation (2-5 business days)
• Owner may be penalized (fine or delisting)

2.3 Minor Issues (No Refund)

The following do not qualify for refunds:

• Minor cleanliness issues
• Non-essential amenity missing (e.g., TV, Wi-Fi slower than advertised)
• Personal preference or expectation mismatch
• Weather, noise from neighbors, or construction nearby

3. Security Deposit Refund

The security deposit (10% of one month's rent) is refundable subject to:

3.1 Full Refund Conditions

• Property returned in same condition as check-in (normal wear and tear excepted)
• No unpaid rent or utility bills
• All keys, access cards, and belongings returned
• Proper check-out completed through Platform
• No unresolved complaints from owner or neighbors

3.2 Partial or No Refund

• Damages: Cost of repair deducted from deposit (owner must provide receipts/invoices)
• Unpaid Rent: Full deduction of outstanding amount
• Missing Keys/Cards: PKR 500 - 2,000 deduction
• Early Move-out Without Notice: Full deposit forfeited

3.3 Refund Timeline

• Owner has 7 days after move-out to report damages
• ASCANx processes refund within 14 days after move-out
• Refund issued to same payment method (mobile wallet/bank account)

4. Owner Refund & Cancellation Policy

4.1 Owner Cancellation Penalties

If an owner cancels a confirmed booking:

• First offense: PKR 5,000 penalty + delisting for 30 days
• Second offense: PKR 10,000 penalty + delisting for 90 days
• Third offense: Permanent account termination

Penalties are deducted from future payouts or charged to owner's payment method.

4.2 Legitimate Owner Cancellations (No Penalty)

• Property damaged by previous tenant (must provide evidence)
• Emergency repairs making property uninhabitable
• Legal or government order (e.g., eviction, seizure)
• Force majeure (natural disaster, etc.)

Documentation must be submitted to ASCANx within 24 hours of cancellation.

5. Service & Verification Fee Refunds

5.1 Premium Verification Fee

• Before verification inspection: 100% refund
• After inspection (property fails verification): No refund (service rendered)
• Property passes verification: No refund (service complete)

5.2 Platform Service Fees

• Platform fee (15% of booking) is refundable only if tenant receives full booking refund
• Partial refunds to tenant: Platform fee is proportionally refunded
• No refund of platform fee for cancellations after move-in

5.3 CNIC Verification Fee (PKR 100)

• Non-refundable once verification is initiated
• Refund only if ASCANx fails to complete verification within 15 days

6. Digital Twin (Bed) Specific Refunds

• Bed not available at check-in: 100% refund + alternative bed or PKR 1,000 compensation
• Bed hygiene issue reported within 24 hours: 50% refund for first week + cleaning
• Tenant vacates bed early: No refund for remaining days (bed held for you)
• Bed reassigned by owner without consent: Full refund of remaining stay + penalty to owner

7. How to Request a Refund

1. Log into your ASCANx account
2. Go to Bookings → Select Booking → Request Refund
3. Provide reason, evidence (photos/videos), and desired refund amount
4. Submit request within the eligible timeframe

Alternatively, email refunds@ascanx.com with your booking ID and supporting evidence.

8. Refund Processing Time

Refunds are issued to the original payment method (Easypaisa/JazzCash/Bank Account). Depending on your bank/wallet, additional 2-3 days may apply.

9. Non-Refundable Items

The following are never refundable:

• Partial month rent after tenant occupies property
• Service fees for completed bookings
• Late payment penalties
• Damages caused by tenant (beyond normal wear and tear)
• Administrative fees (PKR 500 - 1,000 for chargebacks/disputes)
• Failed payment gateway fees (if tenant enters wrong information)

10. Chargebacks and Payment Disputes

If you file a chargeback with your bank or payment provider without attempting to resolve through ASCANx first:

• Your account will be immediately suspended
• You forfeit any pending refund requests
• You are responsible for PKR 1,500 chargeback processing fee
• ASCANx reserves right to pursue legal action for fraudulent chargebacks

Always contact ASCANx first at ceo@ascanx.com for refund or dispute resolution.

11. Fraudulent Refund Requests

Submitting false or misleading refund requests constitutes fraud. ASCANx will:

• Deny the refund request permanently
• Suspend or terminate your account
• Report to relevant authorities (FIA, Cyber Crime Wing)
• Pursue legal action for damages

12. Contact for Refund Issues

• Refund Status: ceo@ascanx.com
• Disputes & Appeals: ceo@ascanx.com
• Phone: +92 320 9472038 (9 AM - 6 PM, Mon-Fri)
• Address: Office No. 1108, 1109 — 11th Floor, Grand Square Mall, Gulberg 3, Lahore, Pakistan