Refund Policy
ChaiLink (Pvt) Ltd ("ChaiLink", "we", "us") operates www.chailink.co as a creator support platform. Supporters make voluntary contributions in Pakistani Rupees (PKR) to Creators through ChaiLink, which acts as the merchant of record for payment processing. This Refund Policy explains when refunds may be issued, how to request them, and how refunds interact with our payment partners including PayFast (Avanza Premier Payment Services / APPS).
Table of contents
1. Scope and Nature of Transactions
1.1 ChaiLink facilitates voluntary patronage — Contributions are generally treated as gifts or tips, not purchases of physical goods, unless a Creator has explicitly offered a deliverable and that offer is clearly disclosed on their profile.
1.2 Because Contributions are voluntary, they are ordinarily non-refundable once successfully processed. However, ChaiLink will issue refunds where required by law, payment-scheme rules, or the circumstances described in this Policy.
1.3 All amounts are displayed and charged in PKR. Refunds, when approved, are returned in PKR to the original payment method where technically feasible.
2. When Refunds Are Issued
ChaiLink will approve refunds in the following circumstances:
2.1 Duplicate or Erroneous Charges
If you were charged more than once for the same Contribution, or a technical error resulted in an incorrect amount, contact us within fourteen (14) days with your transaction reference.
2.3 Failed Service Delivery
Where a Creator has explicitly promised a deliverable (digital content, commission, or service) and fails to provide it within the stated timeframe, Supporters may request a refund within fourteen (14) days of the Contribution. ChaiLink will investigate and may debit the Creator's Vault to fund the refund.
2.4 Fraud or Platform Error
Refunds will be issued where ChaiLink confirms fraudulent activity, material platform malfunction, or processing error on our side.
3. When Refunds Are Not Issued
3.1 Change of mind after a successful voluntary Contribution to a Creator.
3.2 Dissatisfaction with Creator content where no specific deliverable was promised.
3.3 Contributions made to the wrong Creator profile due to supporter error (we may assist on a best-effort basis but cannot guarantee reversal).
3.4 Any transaction involving prohibited activities under our Acceptable Use Policy or PayFast merchant restrictions.
3.5 Cryptocurrency-related requests — ChaiLink does not support cryptocurrency transactions per State Bank of Pakistan regulations.
4. How to Request a Refund
4.1 Email support@chailink.co with: transaction date, amount (PKR), Creator username, payment method, and transaction reference if available.
4.2 Phone: +92-300-2612-932 during customer service hours: Monday–Friday, 10:00 AM – 6:00 PM PKT (UTC+5).
4.3 We acknowledge refund requests within twenty-four (24) hours and aim to resolve within five (5) business days.
4.4 Approved refunds are processed within seven (7) to fourteen (14) business days depending on the payment rail (wallet, Raast, or card). Card refunds may take an additional five (5) to ten (10) business days to appear on your statement per issuer policies.
5. PayFast and Payment Partner Role
5.1 ChaiLink uses State Bank-licensed payment service providers including PayFast (APPS) for card and certain digital payment rails. PayFast facilitates transaction processing; refund decisions for merchant services are made by ChaiLink as the merchant of record.
5.2 If ChaiLink does not resolve your concern, you may contact PayFast regarding the payment rail at complaints@gopayfast.com or +92 21 37132793.
5.3 For card chargebacks, see our Dispute & Chargeback Policy.
6. Creator Vault Adjustments
6.1 When a refund is issued for a completed Contribution, the gross amount (including Platform Fee reversal where applicable) may be debited from the Creator's Vault or recovered from future Contributions.
6.2 Creators are responsible for honoring explicit deliverable promises made on their profiles.