Refund & Cancellation Policy

This policy summarises sections 18, 24 and 29 to 33 of our Terms & Conditions, which are the binding agreement between you and FixTree Corp. Where this summary and those Terms differ, the Terms apply. Nothing in this policy removes a refund, cancellation, withdrawal or chargeback right that applicable law, a binding decision, or payment-provider or card-network rules give you.

1. What this policy covers

FixTree charges for one thing only: the optional paid Seller plans (Plus and Premium) that service providers buy to unlock additional platform features. Each plan is a one month term, paid in advance, and processed by our payment partner, Safepay.

A paid plan buys access to the stated digital features for the paid period. It is not a purchase of leads, customers, views, search placement, bookings, jobs, revenue, profit or exclusivity.

The price of a booked job is agreed directly between the buyer and the seller and is paid directly to the seller. FixTree never collects or holds that money and therefore cannot refund it — section 7 below explains how job cancellations and job payments work.

2. Digital delivery and activation

• Plus and Premium are supplied electronically to the seller account used at checkout. Nothing is shipped, so there is no delivery address, shipping charge or customs delivery.
• Activation is normally automatic once Safepay confirms a successful payment, and is expected within 24 hours of that confirmation unless a different activation time was clearly shown before purchase.
• A pending, failed or declined payment is not a completed purchase. Check your account's plan status and your receipt before paying again.
• If payment is confirmed but the plan is not available within 24 hours, email info@fixtree.org with your account identifier and payment reference. Never send a card PIN, security code or login code.
• The paid period starts when the plan is activated, or at the later start time shown at checkout. If an error on our side starts billing before access is supplied, we correct the paid period or provide the remedy in section 5.

3. Price, billing and renewal

• Before you pay, checkout shows the plan, price, currency, any applicable taxes, the billing interval and the start time.
• Paid plans are sold as a one-time charge for a one month term and do not renew automatically. You are never charged again without starting a new checkout yourself. Automatic renewal would apply only where it is clearly disclosed and you expressly authorise it at checkout.
• When the paid term ends, the account moves to the free plan and nothing further is charged.
• We may change the price of a future term after clear advance notice. No higher price is ever applied retrospectively to a term you have already paid for.
• Taxes and any charges we impose are disclosed before payment. Your bank or payment provider may separately charge exchange or foreign-transaction fees, which are outside our control.
• If you buy through Apple, Google or another app store, that store's billing, cancellation and refund rules may also apply and you may need to cancel through the store.
• If you do not recognise a charge, contact us at info@fixtree.org. You may also raise it with your bank or payment provider.

4. Cancelling, upgrading and downgrading

• Before activation: you may ask us to cancel a plan that has not yet been activated by emailing info@fixtree.org. If the request reaches us before activation, we cancel the pending order and refund any payment taken. Activation is normally automatic, so this window may be very short.
• After activation: cancelling stops any future charge; it does not by itself refund the current term, subject to your statutory rights and the exceptions in section 5.
• To cancel, use the subscription-management option in your account where one is available, or email info@fixtree.org from your registered address with enough detail to identify the account and a clear cancellation request. For an app-store purchase, use that store's controls — we will tell you which route applies and help where we can. Uninstalling the app or simply stopping use does not cancel a plan.
• A cancellation takes effect when we receive a valid instruction, not when support later processes it. We confirm the cancellation and your paid-through date in writing, and paid benefits normally continue until that date. A charge taken after a timely valid cancellation is corrected under section 5.
• An upgrade takes effect at the time shown before you confirm. Checkout states the charge, any credit or proration, the revised amount and whether the billing date changes. No proration or credit is promised unless it is expressly shown or legally required.
• A downgrade normally takes effect at the end of the current paid period, and the effective date, the lower plan's limits and any charge are shown before you confirm. Downgrading requires your published services to fit within the lower plan's limit, so remove any extras first.
• When a paid plan ends or is downgraded, paid timer benefits end, conversations may become subject to the lower plan's timer rules, and services above the lower plan's limit may be hidden, paused or archived. Please manage your services and active conversations before that date.

5. Subscription refunds

Subject to the exceptions below and to mandatory law, paid plans are non-refundable once activated. We do not offer a general change-of-mind, dissatisfaction-with-demand or unused-time refund. In particular, a refund is not available merely because:

• you receive no enquiries, bookings or jobs;
• demand is low or absent in your category or area;
• you do not use the plan, or forget to cancel;
• a listing is hidden, rejected or removed for non-compliance;
• ranking, search position or visibility changes;
• your device, internet connection, notifications or payment method fails;
• you relocate, change business, become unavailable, or are dissatisfied with the commercial results;
• the account is restricted or terminated because of your breach of our Terms & Conditions; or
• you lose an opportunity because a timer, plan or subscription expired.

A lack of enquiries, views, visibility, customers, bookings, jobs, revenue or profit does not by itself entitle you to a refund, because the plan buys the specified digital features and not those business outcomes. That rule does not excuse non-delivery, a material failure of the purchased features, a billing error, or any right that cannot lawfully be excluded.

Refunds are available in these cases:

• Billing corrections. We correct verified duplicate payments, an amount charged above the amount you authorised, and a charge taken after a valid cancellation that should have prevented it. An unauthorised transaction is investigated and handled under applicable law and payment-provider rules. You are never required to accept account credit instead of a monetary refund you are entitled to.
• Non-delivery. If an error on our side prevents activation, we promptly supply the plan and correct the paid period, or refund the undelivered purchase if we cannot supply it within a reasonable time.
• Material failure or withdrawal of a plan. If a material system failure on our side prevents you using the core paid benefits, or we discontinue a paid plan without any breach by you, we provide an appropriate correction, an extension of the period, or a refund for the affected unused service, subject to any mandatory right you have to choose the remedy. Isolated temporary interruptions do not automatically entitle you to a refund of the whole period.

Plans are digital access rather than physical goods, so return shipping and exchanges do not apply. Plan changes are handled as upgrades and downgrades under section 4. That does not remove the billing-error, non-delivery or mandatory-law remedies above.

6. How to request a refund, and how long it takes

Email info@fixtree.org with the account phone number or email, the plan, the payment reference, the date, the amount, and a description of the issue. Attach any relevant evidence, but never send full card details, PINs, security codes or login codes. You can also call +92 339 9999552 (Monday to Saturday, 9:00 AM to 6:00 PM (PKT)) or use our Contact Us page. Please report an issue promptly so it can be traced — reporting it to us does not shorten any statutory claim or bank dispute deadline.

• We aim to acknowledge a subscription complaint within 2 business days.
• We aim to give a decision or substantive response within 10 business days of receiving the information we reasonably need to investigate. If an external investigation is needed, we explain the delay within that period, give an updated estimate, and send progress updates at least every 5 business days.
• An approved refund is submitted to the original payment method within 5 business days of approval. For a routine, complete request the combined target is therefore up to 15 business days for review and submission.
• The time your bank or payment provider then takes to credit the account is additional and is controlled by them. We will give you the refund reference and the processing estimate available to us, and help trace a delay.
• If the original payment method is closed or cannot receive a refund, we agree a secure alternative permitted by the payment provider after proportionate identity checks. A refund is not payable to an unrelated third party on request.
• A legally required refund is never replaced with credit, and we do not reduce it by undisclosed processing charges.
• A shorter deadline required by law or by payment-provider rules takes priority over the targets above. In this policy and in our Terms, a business day means Monday to Friday, excluding public holidays in Pakistan.

7. Failed payments, reversals and chargebacks

• If a payment fails, is reversed, remains unpaid or is reasonably suspected to be unauthorised, we may make authorised retries and proportionately restrict the affected paid benefits while the payment status is resolved.
• Raising a genuine billing complaint or chargeback is not misconduct, and restrictions are never used to defeat a right that cannot lawfully be excluded. A good-faith report of an unauthorised payment is always permitted.
• A false or abusive chargeback for a valid subscription may lead to suspension or termination of the account, recovery action, and responsibility for reasonable processing, collection and legal costs to the extent the law permits.
• We may require repayment of promotional credit, discounts or benefits obtained through a reversed payment.

8. Booking cancellations and job payments

• Buyers and sellers must use the cancellation and rescheduling tools in the app and tell the other party promptly. A cancellation is recorded when the platform confirms it; if the tool is unavailable, notify the other party directly and keep the notice.
• Before a booking is accepted or a deposit is paid, the seller must disclose any call-out fee, cancellation fee, non-refundable deposit, materials commitment and refund conditions. A seller must not introduce an undisclosed cancellation charge afterwards, and such charges are enforceable only so far as they were validly agreed and the law allows.
• Where a seller cancels, does not attend, or cannot do the agreed work, the buyer and seller settle any deposit or refund directly between themselves under their own agreement and applicable law.
• Job payments are made directly between buyer and seller. FixTree does not receive a job payment, hold a deposit, take a cancellation fee, or decide the financial settlement — so there is nothing for us to refund on a cancelled booking, and we cannot reverse money already paid to a seller.
• A job refund must be agreed between the buyer and seller, subject to your mandatory rights. You may also pursue the relevant bank, payment provider, insurer, authority or court. You can still report a seller's conduct or a safety concern to us, and we may take account action, but that is separate from the money.
• Cancelling a job does not cancel or refund a seller's subscription.

9. Contact

FixTree Corp, 8 The Green, Suite B, Dover, Kent County, Delaware, 19901, United States. Email info@fixtree.org, phone or WhatsApp +92 339 9999552 (Monday to Saturday, 9:00 AM to 6:00 PM (PKT)).

The registered office is for corporate correspondence and formal legal purposes only. It is not a service location or a walk-in support centre.