Refund Policy
Last updated: September 7, 2026
1. Scope & Platform Role
Stayza (stayza.pk) is an accommodation discovery and advertising directory. We connect students and seekers with verified property hosts across Pakistan with zero booking commissions. Stayza does not take room bookings, collect rental funds, hold escrow deposits, or act as a party to any rental agreement.
This document governs two distinct areas: (1) Mandatory disclaimers regarding off-platform rental transactions and landlord dispute resolution; and (2) Refund and cancellation rules governing commercial subscription fees paid by property owners.
2. Direct Rental Arrangements & Off-Platform Disclaimers
Stayza acts as a discovery and advertising directory connecting accommodation seekers with independent hosts:
- Zero Platform Commission — Stayza does not charge booking fees or transaction commissions to students for discovering listings.
- Independent Tenancy Contracts — All lease agreements, security deposits, monthly rent, utility arrangements, and room condition standards are negotiated directly between students and independent property hosts.
- Direct Financial Transactions — Stayza does not receive, process, or hold rental payments or security deposits in escrow. Stayza is not a party to independent rental contracts, and off-platform financial transactions remain the sole responsibility of the transacting parties.
- Inspection & Verification Requirement — Students are strongly advised to independently inspect premises, verify room conditions, and execute written tenancy agreements before paying any deposits or rent directly to hosts.
3. Subscription Refunds
Paid plans for property owners are billed in Pakistani Rupees (PKR). Because we verify each payment manually and never auto-charge a saved card, fees are generally non-refundable once a plan has been activated. The following applies:
Monthly plans
Fees are non-refundable once the plan is activated. You can stop using a plan at any time to avoid paying for the next cycle.
Annual plans
A pro-rated refund may be requested within the first 7 days of activation, provided the plan's paid features have not been substantially used.
4. Payment Verification
Payments made through local methods in Pakistan — EasyPaisa, JazzCash, and bank transfer — are verified manually by our team. You upload your proof of payment from your dashboard, and your plan stays in a "Pending" state until we confirm receipt of funds.
Manual verification usually takes 24–48 business hours. If a payment cannot be verified, the plan will not activate and no fee is owed — we will contact you to resolve it.
5. Refund Eligibility
Refunds may be granted in a limited set of situations, subject to review:
Technical failures
A confirmed fault on Stayza's side that prevents access to core paid features for more than 48 continuous hours.
Duplicate payments
You were charged twice for the same subscription period due to an error.
Charged but not activated
Your payment was verified but the plan was never activated, and we could not resolve it.
Annual cooling-off
An annual plan cancelled within the first 7 days with paid features substantially unused.
6. Non-Refundable Cases
To keep pricing fair for everyone, refunds will not be granted in the following cases:
- Change of mind after a plan has been activated.
- Partial use of a billing cycle — plans are not pro-rated for monthly periods.
- Accounts suspended or terminated for violating our Terms & Conditions.
- Expired or already-redeemed promotional offers and discounts.
- Deposits or rent paid directly to a property owner — these are not handled by Stayza.
- Dissatisfaction with the volume or quality of inquiries received, which depends on factors outside our control.
7. Processing Timeline
Once a refund is approved, the time it takes to reach you depends on the original payment method:
EasyPaisa / JazzCash
Wallet refunds are typically returned within 24–72 hours of approval.
Bank transfer
Bank refunds usually take 5–10 business days, depending on your bank's processing time.
We process approved refunds to the same method used for the original payment. Timelines begin from the date of approval, not the date of request.
8. Cancellation Policy
Stayza plans do not auto-renew, and we never auto-charge a saved card. To stop a paid plan, simply don't submit payment for the next billing cycle when it becomes due — there is no separate cancellation step to complete.
- Your plan stays active until the end of the period you have already paid for.
- Cancelling does not entitle you to a refund for the current, already-paid period.
- When the period ends, your listings revert to the free tier — they are not deleted.
9. Refund Request Process
To request a refund, follow these steps. Requests are reviewed by our billing team against the eligibility criteria above.
- 1
Contact billing support
Email support@stayza.pk with the subject "Refund Request" and your registered account email.
- 2
Submit your proof
Attach your invoice or a screenshot of the EasyPaisa, JazzCash, or bank transfer confirmation.
- 3
Review & outcome
Our team reviews eligibility, typically within 3 business days, and notifies you of the decision.
10. Dispute Mediation & Fraud Escalation Protocol
While Stayza is not a party to rental contracts, we maintain zero tolerance for fraudulent listings, deceptive advertisements, or abusive hosts. If you encounter a problem:
- 1
Report the Listing or Host
Use the 'Report Listing' button on the hostel details page or email compliance@stayza.pk with property details, screenshots, and evidence.
- 2
Stayza Internal Investigation
Our compliance team initiates an inquiry within 48 business hours. If an owner is found to have posted deceptive photos, incorrect pricing, or engaged in fraudulent conduct, their listing is immediately de-indexed and their owner account is permanently banned.
- 3
Dispute & Consumer Escalation
For off-platform monetary recovery or tenancy disputes, students may seek remedies before the competent District Consumer Protection Council or Consumer Court under applicable provincial consumer protection laws (such as the Punjab Consumer Protection Act 2005 or Islamabad Consumer Protection Act). Where criminal electronic fraud or extortion is alleged, reports may be submitted to the competent cybercrime investigation authority (such as the Federal Investigation Agency (FIA) through its official reporting channels).
Stayza fully cooperates with law enforcement agencies and judicial orders by producing verified owner audit logs and communication timestamps upon lawful request.
11. Contact & Dispute Channels
Questions about a payment, an invoice, or a refund? Reach out and we'll be glad to help.
- Billing support
- support@stayza.pk — transaction issues, invoices, and refunds.
- Legal
- legal@stayza.pk — policy questions and disputes.
- Response time
- We aim to respond within 5 business days.