Refund, Fraud, and Complaint Resolution Policy

Hilink Technologies (Private) Limited

Hilink Technologies (Private) Limited is committed to providing a secure, transparent, and customer-focused digital payment experience. This policy defines the procedures, rights, and responsibilities for refund processing, fraud reporting, and complaint resolution for all users and merchants using our platform.

1. Fraudulent Transactions & Social Engineering Complaints

1.1 Reporting Window

Any fraudulent transaction, unauthorized access, or social engineering attempt must be reported within 24 hours of occurrence to be considered for resolution.

1.2 Required Information

To report fraud, provide the following details:

Transaction ID or reference number
Date and time of transaction
Account or wallet number used
Screenshots, audio recordings, or relevant evidence in cases of social engineering

1.3 Action & Liability

Hilink will initiate a tri-party investigation with the merchant and the acquiring bank or wallet provider.

If fraud is confirmed, a full or partial refund will be processed, subject to recovery.
Claims reported after 24 hours may be rejected due to delayed detection and lack of sufficient data.

2. Refund Eligibility and Process

2.1 KYC and Refund Precondition

Refunds are processed only after the customer has completed Know Your Customer (KYC) verification as required under regulatory obligations.

2.2 Valid Reasons for Refund

Double or incorrect charges due to system or merchant error
Failure to deliver products or services within the committed timeframe
Delivery of damaged, faulty, or incorrect items
Fraudulent or unauthorized transactions reported within the allowed timeframe

2.3 Deductions on Refund

Refund amounts may be subject to:

VAT (Value Added Tax)
FED (Federal Excise Duty)
Transaction or gateway processing fees, if already deducted by third-party providers

2.4 Refund Method & Timeline

Refunds will be issued via the same payment channel used for the original transaction.
Refunds will be credited only to the same account title and number to prevent fraud.
Standard processing time: 48–72 working hours; complex cases may take up to 7 working days with prior notice.

3. Product Non-Delivery, Discrepancy & Damage Complaints

3.1 Merchant Commitment Window

Customers should wait until the merchant’s communicated delivery timeframe expires before raising a non-delivery complaint.

3.2 Complaint Scenarios Allowed

Product not delivered after the promised time
Product/service differs substantially from the advertised description
Delivered item is damaged, incomplete, expired, or defective

3.3 Evidence Submission

Order receipt or invoice
Clear images/videos of the product (if applicable)
Any email, SMS, or chat records with the merchant regarding delivery

3.4 Complaint Submission Timeline

Complaints must be lodged within 72 hours of expected delivery or receipt. Late submissions may be deemed ineligible for refunds.

4. Refund Policy vs. Merchant Policy

4.1 Merchant Terms Precedence

Merchants may have their own refund, return, or delivery policies. Hilink honors those policies unless they violate consumer protection laws or conflict with this platform policy.

4.2 Policy Mismatch Resolution

Hilink will mediate between customers and merchants. If the merchant does not respond within 3 working days, Hilink may make a final decision based on transaction verification.

5. Non-Refundable Scenarios

Refunds will not be issued for:

Buyer’s remorse or change of mind
Disagreement over pricing or merchant terms post-acceptance
Failure to review merchant policies
Orders fulfilled exactly as described by the merchant

6. Legal Disclaimer

Hilink Technologies (Private) Limited is a technology-based payment aggregator and does not manufacture, store, or sell products/services directly.

Hilink’s role is limited to facilitating transactions between customers and merchants.
Hilink is not liable for indirect losses except in cases of gross negligence or verified system failures.

7. Complaint Registration & Resolution Process

7.1 Steps to Lodge a Complaint

Email: info@hilinktechnologies.store
Call customer support: 0300 1122323

7.2 Information Required

Full Name and CNIC
Transaction Reference ID
Date of Transaction
Description of Issue
Supporting documents/screenshots

7.3 Investigation & Resolution

Complaints are acknowledged within 24 hours.
Standard resolution time: 7 working days.
Complex cases (fraud, chargebacks, cross-border) may take longer, with proactive updates provided.

8. Contact & Escalation

Primary Support:
📧 Email: info@hilinktechnologies.store
📞 Phone: 0300 1122323

For legal or regulatory escalations:
📧 Email: legal@hilinktechnologies.store

Effective Date: 20-11-2025