Complaints Policy

We want every customer to be happy with Munshi. If something has gone wrong with the service, a payment or a refund, this is how to tell us and how quickly we will respond.

1. How to make a complaint

• Email: support@trymunshi.com
• Phone / WhatsApp: +92 321 989 6969 (reachable from Pakistan and from abroad)
• In writing: E-468/E, Allied Homes, New Iqbal Park, Lahore Cantonment, Lahore, Pakistan
• Please include the WhatsApp number linked to your Munshi account, what happened and when, and for payment issues the payment date, amount and any payment reference.

2. Our timelines

• Acknowledgement: within 1 working day of receiving your complaint.
• Resolution: within 5 working days for most complaints. If we need more time, for example while we check a payment with our payment partner, we will tell you why and give you a new date. We aim to resolve every complaint within 15 working days.
• Refunds: once a refund is approved it is returned to the bank account, Easypaisa or JazzCash account, or card you paid from, through Safepay, normally within 7 to 14 working days depending on your bank or wallet provider.

3. What happens next

• We investigate and reply with what we found and what we will do about it.
• If you are not satisfied with our answer, reply asking for it to be reviewed by the business owner. We will respond to the review within 5 working days.
• Our Refund, Cancellation and Delivery Policy explains when you are entitled to a refund.

4. Your other options

You may also raise a dispute with your bank, card issuer or wallet provider (Easypaisa or JazzCash), or approach a consumer court in Pakistan. We ask that you contact us first so we can try to fix the problem quickly.

5. Contact us

Munshi Technologies E-468/E, Allied Homes, New Iqbal Park, Lahore Cantonment, Lahore, Pakistan Phone / WhatsApp: +92 321 989 6969 Email: support@trymunshi.com