Refund Policy
Please read our refund and cancellation policy carefully before booking a service with Khadim.
Effective date: November 1, 2026This policy explains when you can cancel a Khadim booking and when you can get a refund. It applies to house helper services and to laundry and pickup and delivery services booked through the Khadim app.
This policy forms part of our Terms and Conditions. If there is any conflict between the two policies regarding cancellations or refunds, this Refund Policy will apply.
Cancelling or Rescheduling a Booking
Free Cancellation
You may cancel or reschedule your booking in the app at least one hour before your booked service slot, or before the rider collects your laundry order, without any cancellation fee.
Late Cancellation
Cancelling after the permitted cancellation period, or after the house helper or rider has arrived, may result in a cancellation fee of up to 100% of the booking or visit fee.
If you paid by cash and an applicable cancellation fee remains unpaid, the amount may be added to your next booking.
No-Show
If you are unavailable or do not respond to calls when the service provider or rider arrives, the service will start as scheduled. The rider or service provider may wait for up to 15 minutes and then leave if you remain unavailable.
No refund will be provided for a no-show.
Cancellation by Khadim
If Khadim cancels a booking because a helper, rider, or partner is unavailable, or because of circumstances outside our control, you will not be charged for the cancelled service.
Where possible, we may offer rescheduling or provide a full refund.
Rescheduling
You may move your booking to another available date or time slot, subject to availability.
When You Can Get a Refund
Fees paid for services that were properly delivered as booked are generally non-refundable.
However, you may request a refund or free redo in the following situations:
| Situation | What We May Offer |
|---|---|
|
Service was not delivered
No-show by helper or rider. |
Full refund or a free rebooking of your choice. |
|
Indoor service was significantly
delayed
Helper arrived more than one hour late and the delay affected the service. |
Full or partial refund, or a free redo, subject to review. |
|
Service quality issue
Cleaning work was clearly below the expected standard because of an error by the helper or partner. |
Free redo, partial refund, or account credit after review. |
|
Duplicate or incorrect charge
You were charged twice or charged more than the applicable amount. |
Refund of the extra amount charged. |
How to Claim a Refund
Report the problem through the Khadim app or Khadim Support within 48 hours of the service or delivery.
Please include your order number, a short description of the issue, and photographs where possible.
For laundry and tailoring services, please inform the rider about visible problems when your order is delivered.
We may request additional information and will generally provide a decision within 3 working days.
What Is Not Refunded
- Completed services where the complaint is only based on a change of mind.
- Problems caused by incorrect addresses, missing instructions, or no one being available at the service location.
- Wallet top-ups, coupons, discounts, and promotional credit, except where otherwise required by applicable law or specifically approved by Khadim.
- Delays caused by traffic, weather, strikes, or other circumstances outside our control, unless the service was not delivered at all.
How Refunds Are Paid
Khadim Wallet
Approved refunds may be credited back to your Khadim wallet.
Mobile Wallet
Where applicable, refunds may be sent through mobile wallet services such as JazzCash or Easypaisa using the account details provided by you.
Bank Transfer
Approved refunds may also be processed through bank transfer where applicable.
- Wallet refunds are usually processed instantly.
- Other approved refunds may take up to 7 working days after approval.
- Khadim is not responsible for delays or failures caused by incorrect account details provided by the customer or by the customer's bank or payment provider.
- A refund will not exceed the amount paid for the relevant booking, except where compensation for damaged or lost items has been specifically approved.
Changes to This Policy
Khadim may update this Refund Policy from time to time. Any updated version will be posted on this page together with its effective date.
Changes to the policy will apply to bookings made after the effective date of the updated policy.
Need Help With a Refund?
For cancellation requests, refund requests, or complaints, please contact Khadim Support.
This policy does not limit any rights you may have under applicable Pakistani consumer protection law.