Refund Policy

ROBLIE Properties Pakistan

Last Updated: [Date] Version: 1.0

1. Introduction

1.1 Purpose of This Refund Policy

Roblie Properties (“Roblie”, “we”, “us”, “our”) is a premier real estate brokerage and consultancy firm operating in Pakistan. This Refund Policy (the “Policy”) outlines the circumstances under which fees, commissions, deposits, and other payments made to us may be considered for a refund. It is designed to provide clarity, set customer expectations, and ensure a fair and transparent relationship between Roblie Properties and its valued clients.

1.2 Executive Summary

Real estate transactions are complex and involve significant sums of money. Unlike the purchase of physical consumer goods, most of our services are professional, advisory, and time‑based. This means a simple “return” process does not apply. Instead, we assess refund eligibility based on the nature of the service, the stage of completion, and any contractual terms agreed with you. Where a refund is not possible, we will clearly explain why. Where a refund is justified, we will process it promptly and without unnecessary delay.

1.3 Company Commitment

Roblie Properties is committed to:

Operating with the highest ethical standards and professional integrity.
Being transparent about our fees, charges, and the situations in which they are non‑refundable.
Handling all refund requests fairly, impartially, and on a case‑by‑case basis.
Complying with all applicable consumer protection and commercial laws in Pakistan.
Protecting our business from fraudulent or abusive refund claims.

1.4 Customer Protection Philosophy

We view this Policy as an essential part of our customer protection framework. By explaining when and how refunds may be granted, we empower you to make informed decisions and feel secure when engaging our services. We encourage you to read this Policy in full before making any payment to Roblie Properties.

1.5 Relationship with Other Policies

This Policy must be read in conjunction with our Terms & Conditions, Privacy Policy, Anti‑Money Laundering (AML) & Counter‑Terrorist Financing (CTF) Policy, Anti‑Fraud Policy, Cookie Policy, and Website Disclaimer. In the event of any conflict, the specific terms of a signed service agreement or representation agreement will prevail.

2. Scope

2.1 Who This Policy Applies To

This Policy applies to all individuals and entities (“you”, “your”) who make any payment to Roblie Properties in connection with our services, including but not limited to:

Property buyers (residential, commercial, luxury, and investment)
Property sellers
Landlords and prospective tenants
Investors and corporate investors
Developers and builders
Overseas Pakistanis and foreign investors
Referral partners and business clients
Website visitors who may have made incidental payments (e.g., for downloadable reports)

It also applies internally to all employees, agents, and representatives who handle client funds or refund requests.

2.2 Geographical and Jurisdictional Scope

This Policy applies to services provided from our offices in Pakistan, primarily Karachi, and to the future Islamabad office. For international clients, the Policy applies to the extent consistent with our contractual agreements and subject to the additional considerations described in Section 18.

3. General Refund Principles

All refund decisions at Roblie Properties are guided by the following core principles:

Fairness: We will treat every client equitably and assess each request on its own merits.
Transparency: We will clearly communicate the reason for any decision, whether a refund is granted in full, partially, or denied.
Professionalism: Our team will handle all refund requests respectfully and courteously.
Legal Compliance: We will adhere to all applicable laws and regulations, and our contracts with clients.
Case‑by‑Case Review: There is no single formula. Each refund request is evaluated considering the specific service, the progress of work, the costs we have incurred, and the client’s circumstances.
Good Faith: Both Roblie Properties and the client are expected to act in good faith. We will not use this Policy to unjustly retain funds, and clients should not make groundless or abusive claims.
Fraud Prevention: We will take all necessary steps to prevent refund fraud, identity theft, or duplicate claims, as further described in Section 14.
Dispute Resolution: In the event of a disagreement, we will first seek to resolve the matter through open communication and, if necessary, mediation, before any legal action.

4. Nature of Real Estate Services

It is crucial to understand that the vast majority of our services are consultancy‑based, professional, and time‑dependent, not physical products that can be returned to a shelf. This section explains the fundamental differences, which shape the entire refund framework.

4.1 Professional Advice and Expertise

When you engage Roblie Properties, you are paying for our professional expertise, market knowledge, negotiation skills, and access to proprietary networks. Once that advice has been provided, it cannot be “returned”. Even if a transaction does not complete, the time and intellectual effort invested by our consultants may have already been delivered.

4.2 Time‑Based and Resource‑Allocated Services

Many of our services, such as property marketing, photography, documentation preparation, and due diligence, involve an allocation of human resources and out‑of‑pocket expenses from the moment an instruction is received. We incur costs that are typically non‑recoverable from third parties.

4.3 Brokerage and Commission Structure

Our primary remuneration model is success‑based commission. This means we only earn our full fee when a transaction successfully closes. However, we may also charge for ancillary services or retainers. The refundability of these different payment types varies significantly, as set out in the following sections.

4.4 Distinction from Retail Returns

Unlike a retail product, property‑related services cannot be reversed. For example, a property valuation report once delivered contains our professional opinion; it cannot be undone. A property marketing campaign that has been broadcast to the public has already served its purpose. Therefore, this Policy is not a “returns policy” in the traditional sense but a framework for addressing situations where a refund may be justified despite the intangible nature of the services.

5. Services That May Be Eligible for Refund

While many services are non‑refundable by their nature, there are circumstances where a full or partial refund may be considered. This section sets out the most common scenarios. Eligibility is always determined after a thorough internal review.

5.1 Duplicate Payments

If, due to a bank error or a mistake on either side, you accidentally make the same payment twice, the duplicate amount will be refunded in full, less any bank charges we have actually incurred in returning the funds.

5.2 Accidental Overpayments

Where you pay more than the agreed fee, the excess amount will be refunded promptly upon verification.

5.3 Services Cancelled Before Any Work Commences

If you have paid for a specific, separable service (e.g., a premium listing package) and you cancel your instruction before we have allocated any resources, commenced any work, or incurred any third‑party costs, a full or partial refund may be granted. The amount will depend on whether we have already committed resources.

5.4 Billing Errors

If our invoice contains an error—such as a miscalculation of fees, incorrect application of a discount, or a charge for a service you did not authorise—we will correct the invoice and refund any overcharged amount.

5.5 Unauthorised Transactions

If you can demonstrate that a payment was made from your account without your authorisation (e.g., due to fraud), we will work with you and the relevant bank to investigate. If the investigation confirms an unauthorised transaction, a refund will be issued, provided you notify us within a reasonable time and comply with the process in Section 14.

5.6 Technical Payment Processing Errors

In rare cases, a payment may be processed but not correctly recorded in our system due to a technical fault. Once we confirm the fault and the receipt of funds, we will either credit your account or issue a refund for any resulting double‑charge or error.

5.7 Company Processing Errors

Any clear, internal administrative error by Roblie Properties that results in a payment being taken incorrectly will be rectified with a full refund and an apology.

Important Notice: All refund requests under this section must be supported by documentary evidence, such as bank statements, payment confirmations, and relevant correspondence. A request does not automatically guarantee a refund; each case is reviewed individually.

6. Services Generally Not Eligible for Refund

The following categories of payment are generally non‑refundable, unless a specific contractual term or applicable law states otherwise. This is because the service has been fully or partially performed, or the cost represents an irrevocable third‑party expense.

6.1 Completed Consultancy and Advisory Services

Once a consultancy session, market analysis, or personalised advisory report has been delivered, the fee is fully earned and non‑refundable. This includes time spent in meetings, on calls, and preparing written analyses.

6.2 Earned Commission on Successful Transactions

Our brokerage commission is considered fully earned upon the successful closing of a property transaction. Once a sale, purchase, or lease agreement is finalised and the transaction has been completed (usually at the point of registration or handover), the commission is non‑refundable, even if the buyer or seller later regrets the deal or a dispute arises between the parties.

6.3 Property Marketing and Advertising Services

Fees paid for listing promotion, social media marketing, premium placement, email campaigns, or featured property services are non‑refundable once the marketing has commenced or the advertisement has been published, as these costs have been irreversibly expended.

6.4 Third‑Party Costs Already Incurred

Government fees, stamp duties, registration charges, taxes, legal fees, bank charges, developer NOC fees, and other third‑party costs we have paid on your behalf are non‑refundable to us and therefore cannot be refunded by us. This is explained in detail in Section 13.

6.5 Photography, Drone Services, and Virtual Toursd

If we have commissioned professional photography, drone footage, or a virtual tour for your property, the cost of producing this material is non‑refundable once the service has been performed. The delivered media, however, belongs to you as per our agreement.

6.6 Administrative and Processing Fees

Where a specific, disclosed administrative fee (e.g., for document handling, courier, or verification) has been paid, it is non‑refundable once the service has been rendered.

6.7 Custom Research and Reports

Any bespoke research, investment reports, or feasibility studies prepared specifically for a client are non‑refundable upon delivery.

6.8 Services Completed with Customer Approval

If a service has been completed and expressly approved by you (e.g., you sign off on a marketing copy or a valuation report), the fee is non‑refundable.

6.9 Deposits Where the Customer Is in Breach

As detailed in Section 8, booking deposits and earnest money may be forfeited if you fail to proceed with the transaction in breach of the agreed terms.

6.10 Change of Mind

A simple change of mind after a service has been performed or a transaction has been initiated is not a valid ground for a refund. We urge clients to carefully consider their decisions before committing.

7. Commission Refund Policy

7.1 When Commission Becomes Payable

Our commission is typically payable upon the successful closing of a property transaction, as defined in the signed representation agreement or commission agreement. For sales, this is generally at the time of registration and full payment settlement. For rentals, it is upon execution of the lease and receipt of the first rental payment.

7.2 Commission Is Generally Non‑Refundable

Brokerage commissions are earned for successfully facilitating a deal. Once the transaction has closed, our work is complete. If the deal later falls apart due to a dispute between the buyer and seller, or if either party defaults after closing, the commission is not refundable by Roblie Properties.

7.3 Exceptional Situations

We recognise that rare situations may warrant a review. For example, if it is proven that a transaction was fundamentally based on a fraud that we should reasonably have detected, and the transaction is legally rescinded as a result, we will review the commission in good faith. Each such case is unique and will be assessed by senior management.

7.4 Disputed Commissions

If you believe an error has been made in the calculation or timing of a commission payment, you must notify us in writing within fifteen (15) days of the payment or invoice. We will investigate and, if an error is confirmed, adjust the amount. Any refund of an overpaid commission will be processed within the timelines set out in Section 11.

8. Deposit Refund Policy

Deposits in real estate serve as an act of good faith and to secure an obligation. The refundability of a deposit depends entirely on the purpose and the terms agreed.

8.1 Booking and Reservation Deposits

These are sums paid to reserve a specific property, taking it off the market for a defined period. These deposits are typically:

Refundable if the seller withdraws the property or is unable to provide clear title.
Non‑refundable or partially refundable if you, the buyer, unilaterally decide not to proceed without a valid contractual reason. The specific terms will be stated in the reservation form or agreement.

8.2 Earnest Money (Token Money)

This is a deposit paid by a buyer to demonstrate serious intent. Under standard Pakistani real estate practice, if the buyer defaults without a valid legal reason, the seller may be entitled to forfeit the earnest money. If the seller defaults, the buyer is generally entitled to a full refund, often double the amount if such a clause exists. Roblie Properties facilitates the holding of these funds but does not own them. Refund decisions are governed by the sale agreement, not unilaterally by us.

8.3 Holding Deposits for Rentals

A holding deposit paid to reserve a rental property before signing the lease is generally refundable if the landlord does not proceed. If the tenant backs out, it may be forfeited as per the terms of the holding receipt.

8.4 Conditions for Refund of Deposits

To claim a refund of a deposit, you must provide a written request and adhere to any deadlines stated in the deposit agreement. Refunds will only be processed after we have verified that the conditions for release have been met, and any administrative processing fees (if disclosed) have been deducted.

9. Cancellation Policy

9.1 Cancellation by the Customer

If you wish to cancel a service that has not yet been fully delivered, you must inform us in writing as soon as possible. The financial consequences depend on the service:

Before work begins: A full or substantial refund of the service fee, less any non‑recoverable costs we have already committed (as authorised), may be issued.
After partial completion: You may be entitled to a partial refund, reflecting the value of work not yet done. We will provide a breakdown of costs incurred.
After full completion: As per Section 6, no refund is generally due.

9.2 Cancellation by Roblie Properties

If we are forced to cancel a service due to circumstances beyond our control, or if we are unable to fulfill our obligations through no fault of the client, we will refund any unearned fees on a pro‑rata basis. If we cancel a transaction facilitation agreement due to a breach by you, our commission or fees earned up to that point may remain due and payable.

9.3 Mutual Cancellation

Where both parties agree to cancel an agreement, the refund terms will be settled by a mutual written settlement, which will take precedence over this Policy.

10. Refund Request Process

To ensure your request is handled efficiently, you must follow the steps below.

10.1 Step 1: Submit a Written Request

All refund requests must be submitted in writing via email to support@roblieproperties.com. You must include:

Your full name and CNIC/NICOP/passport number.
The date and amount of the payment.
The service or transaction to which the payment relates.
A clear explanation of why you believe a refund is due.
Copies of all relevant supporting documents (e.g., bank transfer receipt, invoice, agreement).

10.2 Step 2: Acknowledgment and Identity Verification

We will acknowledge your request within two (2) business days. For security, we may ask you to verify your identity, either by providing a copy of your identity document or by confirming answers to security questions we have on file. This is to prevent fraudulent refund claims.

10.3 Step 3: Internal Review

Your request will be assigned to our finance and compliance team, who will review the file, consult with your relationship manager, and gather all relevant internal records. We may contact you for additional information. This review will be completed within ten (10) business days in straightforward cases, but complex matters may take longer, in which case we will keep you informed.

10.4 Step 4: Decision and Communication

Once a decision has been made, we will communicate it to you in writing, clearly stating the outcome and the reasons. If a refund is approved, we will confirm the amount, method, and expected processing time. If it is denied or only partially approved, we will explain the rationale and reference the applicable section of this Policy or the contract.

11. Refund Processing Time

11.1 Typical Timelines

Once a refund has been approved, we aim to process the payment within the following timeframes:

For local bank transfers within Pakistan: 5 to 10 business days from the date of approval.
For international wire transfers: 10 to 20 business days, depending on the intermediary and beneficiary banks.
For credit/debit card reversals: The time depends on the card issuer; typically, the amount should appear in your account within one billing cycle.

11.2 Factors That May Cause Delays

Delays may arise due to:

Incomplete or incorrect banking details provided by you.
Additional compliance or anti‑fraud checks, particularly for large or unusual refunds.
Intermediary bank processing times for cross‑border payments.
Force majeure events, public holidays, or technical banking disruptions.

11.3 Our Commitment on Timeliness

We will make every reasonable effort to process refunds as quickly as possible. We are not responsible for delays caused by banking institutions or circumstances beyond our reasonable control, but we will keep you updated on the progress.

12. Refund Methods

12.1 Refund to Original Payment Method

To prevent money laundering and fraud, refunds will be returned to the same account or card from which the original payment originated, wherever possible.

12.2 Alternative Methods in Exceptional Cases

If the original account has been closed or is not accessible, we may, at our discretion, agree to an alternative bank account in your name, after rigorous identity and ownership verification. We will not make a refund to a third‑party account unless legally compelled to do so.

12.3 Currency and Cross‑Border Payments

Refunds will be made in the same currency as the original payment, unless impractical. Any exchange rate differences or bank charges incurred in transmitting the refund internationally will be borne by you, unless the refund is due to our error.

13. Third‑Party Charges

Real estate transactions involve numerous third parties, each charging separate fees. Roblie Properties is not responsible for refunding these amounts.

13.1 Government and Statutory Fees

This includes stamp duty, registration fees, capital value tax, withholding tax (where not adjustable), and fees payable to development authorities. These are payable to the government and cannot be refunded by us once paid.

13.2 Legal and Professional Fees

Fees paid to your own lawyer, our panel lawyers for title verification, or notaries are costs of a service that has been performed and are non‑refundable.

13.3 Developer and Builder Charges

If we have facilitated a booking with a developer, any non‑refundable booking fees, transfer fees, or society charges retained by the developer are outside our control. We will assist you in pursuing a refund from the developer where possible, but we cannot guarantee it.

13.4 External Service Providers

Costs for professional photography, drone operations, valuations by external surveyors, and advertising on third‑party portals are governed by the terms and conditions of those providers. If a refund is requested after the service has been rendered, we will pass on to you any refund we are able to obtain from the third party, but we are not liable to fund it ourselves.

14. Fraud Prevention

14.1 Protection Against Refund Fraud

Refund fraud, including falsified claims, duplicate requests, and chargeback abuse, is a serious criminal offence. We take the following steps to protect ourselves and our clients:

All refund requests are subject to identity verification.
We cross‑reference payment records, invoices, and contracts to confirm the claim’s validity.
For large amounts, we may require additional documentary evidence and senior management approval.

14.2 Chargeback Abuse

If you initiate a chargeback with your bank without first engaging with us in good faith, and we believe the chargeback is unjustified (e.g., for a service that was fully delivered), we will dispute the chargeback. We reserve the right to pursue recovery of costs and legal action for any loss suffered due to fraudulent chargeback claims.

14.3 Investigation Rights

We reserve the right to investigate any refund claim and to withhold payment while an investigation is pending if we have reasonable grounds to suspect fraud or misconduct. If a claim is found to be fraudulent, we will report the matter to the relevant authorities.

15. Customer Responsibilities

To facilitate a fair and efficient refund process, you have the following responsibilities:

Provide accurate and complete information when making payments and submitting refund requests.
Verify all payment details (beneficiary name, account number) before initiating a transfer.
Carefully review all contracts and fee agreements before signing.
Keep and securely store all receipts, payment confirmations, and correspondence.
Report any payment error or suspected fraud to us immediately.
Cooperate with our identity verification and compliance checks.

Failure to meet these responsibilities may delay or result in the denial of your refund request.

16. Company Responsibilities

Roblie Properties undertakes to:

Handle all refund requests with fairness, impartiality, and professionalism.
Communicate clearly and transparently, providing reasons for our decisions.
Protect your personal and financial information in line with our Privacy Policy.
Process approved refunds in a timely manner as set out in this Policy.
Maintain records of refund requests and outcomes for audit and compliance purposes.
Continuously train our staff on this Policy and customer service standards.

17. Exceptional Circumstances

17.1 Force Majeure

In the event of circumstances beyond the reasonable control of either party—including natural disasters, war, pandemics, government-imposed lockdowns, or banking system failures—our refund obligations may be suspended or modified. We will engage with you in good faith to find a fair resolution.

17.2 Court Orders and Legal Requirements

If we are compelled by a court order, regulatory directive, or law to withhold or redirect a payment, we will comply. Any refund that would contravene such an order will not be processed until the order is lifted or varied.

17.3 Banking and Technical Disruptions

If a banking system failure, cybersecurity incident, or technical error disrupts our ability to process refunds, we will not be in breach of this Policy, but we will work to resume normal processing as soon as practicable.

18. International Clients

18.1 Overseas Pakistanis and Foreign Investors

Our refund policy applies equally to international clients, subject to the additional complexities of cross‑border transactions. You are responsible for providing correct international banking details, including SWIFT/BIC codes and intermediary bank information, if required.

18.2 Currency Exchange and Transfer Fees

Refunds will be made in the currency of the original transaction. We are not responsible for any foreign exchange gains or losses between the time of payment and refund, or for any charges levied by correspondent banks. You should factor in these potential costs before initiating a payment.

18.3 Compliance with Local and International Laws

We will process refunds in compliance with all applicable anti‑money laundering and counter‑terrorist financing regulations, which may require additional verification of the source of the original funds and the destination of the refund.

19. Dispute Resolution

If you disagree with our refund decision, we encourage you to contact us to resolve the matter amicably. The procedure is as follows:

Internal Review: Write to support@roblieproperties.com requesting an internal review by a senior manager who was not involved in the original decision. You must submit any new evidence.
Negotiation: We will engage in direct discussions with you to find a mutually acceptable solution.
Mediation: If we cannot resolve the dispute, either party may suggest mediation through a neutral third‑party mediator in Karachi, Pakistan.
Legal Recourse: If mediation is unsuccessful, you retain your rights to pursue any legal remedies available under Pakistani law, subject to the exclusive jurisdiction of the courts of Karachi as set out in our Terms & Conditions.

Nothing in this Policy limits any statutory rights you may have that cannot be contractually waived.

20. Relationship with Other Policies

This Refund Policy is one part of our overall legal framework. Key related documents include:

Terms & Conditions: Governs the overall use of the Website and the general contractual relationship.
Privacy Policy: Explains how we handle your personal and financial data.
AML & CTF Policy: Details our anti‑money laundering obligations, which may affect refund processing (e.g., mandatory verification).
Anti‑Fraud Policy: Sets out our approach to preventing fraud, including refund fraud.
Cookie Policy: Describes tracking technologies used on our website.
Website Disclaimer: Limits our liability regarding information provided online.

In all cases, a signed individual contract between you and Roblie Properties will prevail over these general policies to the extent of any conflict.

21. Limitation of Liability

To the fullest extent permitted by applicable law, Roblie Properties, its directors, officers, employees, and agents shall not be liable for any indirect, special, consequential, or punitive damages arising from the delay or denial of a refund, provided we have acted in good faith and in accordance with this Policy.

Our maximum aggregate liability in relation to any payment or refund shall be limited to the amount of the payment we actually received from you and retained after any refunds already made. We do not exclude liability for fraud, death, or personal injury caused by our negligence.

This limitation is reasonable in the context of professional real estate services, where fees are small relative to the overall transaction value and risk.

22. Policy Updates

We may update this Refund Policy at any time. When we do, we will revise the “Last Updated” date at the top of the document. For material changes, we may provide a prominent notice on our Website or by email to registered clients. The version in force at the time you made the payment will generally apply to that transaction, unless the law requires otherwise or the new Policy benefits you.

23. Contact Information

For any questions about this Refund Policy, or to initiate a refund request, please contact:

Roblie Properties

Website: https://roblieproperties.com

Support Email: support@roblieproperties.com

Karachi Office:

Phone: +92 319 2334815

Islamabad Office:

Phone: Coming Soon

Business Hours:

Monday – Saturday, 10:00 AM – 7:00 PM (Pakistan Standard Time)

We encourage all communication regarding refunds to be in writing, to maintain a clear record.

24. Frequently Asked Questions

Can I get a refund if I change my mind after paying a booking fee for a property?

Booking fees are generally non‑refundable if you withdraw without a legal reason, as the property is taken off the market for other buyers. The specific terms are in the reservation form.

I paid a deposit to Roblie Properties, but the seller pulled out. What happens to my money?

In most cases, your deposit will be fully refunded. If the seller is in breach, the sale agreement may entitle you to double the deposit. We will assist in recovering it.

I accidentally transferred the payment twice. How do I get the duplicate refunded?

Send us proof of both transfers (bank statements) to support@roblieproperties.com. We will verify and refund the duplicate amount, less any bank charges.

Are your consultancy fees refundable if the deal doesn’t close?

Our consultancy fees are for the time and advice, not contingent on deal closure. Typically, they are non‑refundable once the consultation has been delivered. This will have been clarified in the agreement.

Can I get a refund on the commission if the sale falls through after registration?

No. Once the transaction is legally closed and the title transferred, our commission is fully earned. Post‑closing issues are between the buyer and seller.

I overpaid my invoice by mistake. What is the refund procedure?

Notify us immediately with proof of overpayment. After verification, the excess will be refunded to your original account.

The property photos you took don’t look good to me. Can I get a refund?

Professional photography is a subjective service. Once the shoot has occurred and the images delivered, the cost is non‑refundable. We will, however, discuss your concerns.

I paid a deposit for a rental, but the landlord rented to someone else. Am I entitled to a refund?

Yes, absolutely. You will receive a full refund of your deposit. Provide us the details, and we will process it.

My bank disputed the payment on my behalf without telling me. Is that considered a refund request?

That is a chargeback. Please contact us directly before initiating a chargeback, as we can often resolve the issue faster. Unjustified chargebacks will be challenged.

How long does a refund take for international clients?

Once approved, 10 to 20 business days, depending on the banks. You will need to provide full SWIFT/BIC details.

I paid a “listing fee” to market my property. It’s been a month and no buyer. Can I cancel and get a refund?

The listing fee covers the marketing activity itself, which has already been performed (advertising, portal uploads). This is non‑refundable.

What documents are needed to process a refund?

At minimum, your CNIC/NICOP copy, payment receipt, and a written request explaining the reason. For large sums, additional bank confirmation may be needed.

Can I get a refund on the legal fees I paid through you?

Legal fees are paid to the lawyer, not to us. If they are our panel lawyer, we may facilitate a discussion, but legal fees for work done are generally non‑refundable.

The government processing fee was added to my invoice, but the deal didn’t go through. Is that refundable?

Government fees paid on your behalf are typically not recoverable from the authority, so we cannot refund them.

I think my refund request has been unfairly denied. What can I do?

Request an internal review by writing to support@roblieproperties.com. A senior manager will independently assess the case. Further escalation is outlined in Section 19.

Does Roblie Properties charge a fee for processing a refund?

We do not charge a separate refund processing fee, but any bank or administrative charges we incur may be deducted from the refundable amount, as disclosed.

I paid in PKR but have since moved abroad. Can you refund in USD?

Refunds are made in the original currency of payment. Converting to another currency would involve exchange rate risk and additional costs, so it is generally not possible.

What happens if I provided the wrong bank account details and the refund fails?

The refund will be held until you provide the correct details. Any additional bank charges for the failed transfer will be your responsibility.

I am a tenant; my landlord didn’t return my security deposit. Can Roblie Properties help?

We can mediate, but the security deposit is held by the landlord, not by us. We will assist in good faith to help you recover it.

I signed a sale agreement and paid token money, but I lost my job. Can I get my token money back?

That is a difficult situation. The token money is intended to compensate the seller for taking the property off the market. You would need to negotiate with the seller; we can facilitate that conversation, but the final decision rests with the seller under the agreement terms.

Are drone footage and virtual tour costs refundable?

Once the service has been performed and the media delivered, it is non‑refundable.

I paid for an investment report, but I disagree with the analysis. Can I get a refund?

Professional opinions may differ. The fee covers the production of the report, not a guaranteed outcome. The fee is non‑refundable.

My payment was taken from my credit card without my knowledge. Is this a refund?

That is an unauthorised transaction. Immediately inform us and your bank. We will launch an internal fraud investigation. If confirmed, a full refund will be issued.

Can I transfer my deposit from one property to another instead of a refund?

We can discuss this with you and the sellers. It is not a standard right but may be arranged on a case‑by‑case basis if all parties agree.

I forgot to cancel a recurring marketing retainer. Can I get a refund for the last month?

We will review the situation. If no work had been done for that month, a partial or full refund of that payment may be possible, but it depends on timing and costs already committed.

How does the AML policy affect my refund?

We must verify the identity of the person receiving the refund and the source of the original funds. A refund may be delayed if this verification cannot be completed.

I received a partial refund, but I believe the deduction is unfair. What now?

We would have provided a breakdown. If you disagree, follow the dispute resolution process. We can explain each deduction.

Can I get a refund on a valuation report if the bank doesn’t accept it?

The fee is for the valuation itself, not its acceptance by a third party. It is non‑refundable. We can, however, put you in touch with a valuer on the bank’s approved panel.

I am an overseas Pakistani. How do I avoid delays in getting a refund?

Ensure you provide your NICOP, full bank details with SWIFT code, and promptly respond to any verification requests.

The seller agreed to refund my deposit, but they haven’t paid yet. Why?

We will pursue the seller, but we do not hold the seller’s funds. We will use all reasonable efforts to assist you.

I paid cash to an agent; can I get a refund from Roblie Properties?

Our policy prohibits agents from accepting cash without a formal receipt. If you paid cash directly to a person, this is a serious matter. Report it immediately. We will investigate and, if the agent is at fault, take disciplinary action and attempt to recover the funds. However, paying cash outside our official channel puts your refund at severe risk.

Can I get a refund on government taxes if the deal doesn’t close?

Taxes that have already been deposited with the authority are very difficult to reclaim. We recommend you consult a tax advisor. We cannot refund these amounts.

The property was misrepresented; do I get a full refund?

If we materially misrepresented a property and you relied on that representation, we would review the case with high priority. Refund of our fees may be appropriate. However, our maximum liability is limited as per our Terms & Conditions.

How do I know if my refund request has been approved?

You will receive a written communication from our finance team, either email or official letter.

Can I have a refund credited to my Roshan Digital Account?

Yes, if that was the originating account. Provide the full account details.

I sold a property and paid commission, but the buyer defaulted on a payment to me. Do you refund my commission?

No. The commission is for the sale. Post‑sale payment disputes are between you and the buyer.

I booked an off‑plan property and the developer has delayed the project by years. Can I get my booking fee back from you?

Your booking fee was passed on to the developer. We will strongly advocate on your behalf and support your claim for a refund from the developer, but we cannot guarantee it or refund you from our own funds unless we were contractually bound to do so.

What is your policy on refunding token money in a disputed inheritance case?

This is a legal matter. We will hold the token money in our client account, pending a mutual agreement or court order, and will not release it to either party until the dispute is resolved.

I paid for a property search service but didn’t find a suitable home. Can I get a refund?

The fee was for the search and advisory time, not a guarantee of a match. It is non‑refundable.

Do you refund the cost of the journey/travel expenses if a viewing is cancelled?

No. Travel expenses are not covered by us.

Can I get a refund if the property is seized by the government?

If the seizure is due to title issues that we should have identified, we will review the case. Otherwise, it is a sovereign act and beyond our control.

I am a tenant; my advance rent refund is being delayed by the landlord. Can Roblie Properties refund it?

We are not holding your rent. We will chase the landlord on your behalf.

The property I bought had hidden defects discovered after closing. Does this fall under your refund policy?

Real estate purchases are generally “as‑is” unless a warranty was given by the seller. Our commission is not refundable for such defects. You may have a claim against the seller.

Can a refund be made to a joint account holder who didn’t make the payment?

Refunds go to the original payment source. If a joint account was used, we can refund to that joint account.

How do you handle refunds for payments made via third‑party payment apps?

We will attempt to return funds via the same method. You must provide the transaction ID and proof of the app account ownership.

What happens if I refuse to provide my CNIC for verification?

We cannot process a refund to an unverified person. This is to prevent fraud. Your refund request will be put on hold.

Can I get a refund on a commission if I suspect collusion?

If you have evidence of collusion, report it under our Anti‑Fraud Policy. We will investigate; if proven, a refund of commission could be considered as part of remediation.

Is there a time limit for requesting a refund?

You should request a refund as soon as the issue arises. While we do not set a rigid deadline, excessive delay (over six months) may make investigation difficult and could prejudice your claim.

I paid an “express fee” for faster document processing, but it was still slow. Refund?

If the delay was caused by us and breached a promised timeline, we will review and may refund the express fee difference.

Can you issue a refund in someone else’s name if I authorise it?

Not normally. Refunds are made to the original payer to prevent money laundering. Exceptions are very rare and require incontrovertible legal documentation.

I changed my bank account. Can I get my refund there?

We will first try the original account. If it is closed, provide an official bank letter confirming closure along with your new account details in your name; we will then proceed.

What is the difference between a refund and a “cancellation credit”?

A refund returns money to you. A cancellation credit is a notional credit for future services. We may offer a credit in lieu of a refund for certain services, with your agreement.

I paid for a “Premium Property Marketing Package” but got no views. Is that refundable?

Marketing increases exposure but does not guarantee views or a sale. Once the marketing activities are executed, the fee is earned. We can discuss optimising the campaign.

Do you refund booking fees if the developer hasn’t gotten necessary approvals?

If the developer lacks mandatory approvals and this was not disclosed, you have grounds to cancel. We will support your request for a full refund from the developer.

How do you prevent employees from embezzling funds that should be refunded?

All refunds are processed centrally by our finance team, require multiple authorisations, and are audited. This is part of our internal controls.

What if the refund amount is wrong?

We will ask you to return any over‑refund or we will top up any under‑refund, as the case may be.

Can I get a refund for a property that was “sold” but the website showed it as available?

Our website is updated promptly, but if a delay caused you to make a payment for a property no longer available, any booking fee you paid will be refunded.

I’m an investor who put money into a real estate syndication. How do I get that back if I want out?

Such investments are governed by a separate syndication agreement, not this Policy. You must follow the exit provisions in that agreement.

Do you offer refunds on retainer fees?

Retainer fees are for reserving our time and availability. They are generally non‑refundable once paid, as that time has been set aside for you.

I don’t agree with the valuation you provided. Can I get a refund?

No. The valuation reflects our professional opinion at that time. If new evidence emerges, we can review, but the service has been delivered.

Can I record the call with your refund team?

Only with the consent of all parties. We may also record the call for training and compliance, with your knowledge.

I received a refund but my bank charged me a fee. Who pays that?

You are responsible for fees charged by your own bank. We cover only fees directly incurred by us.

My refund is delayed because of a holiday. Is this a breach?

No. Public holidays and non‑business days extend the processing timelines accordingly.

Can I get a refund on the fee for a property tour that I didn’t enjoy?

A property tour is a service; the fee, if any, is non‑refundable after the tour has occurred.

I paid for a property consultation, but the consultant was late. Can I get a partial refund?

We take punctuality seriously. If the delay was significant and our fault, we may offer a partial refund or a discount on future services as a goodwill gesture.

How is my refund taxed?

A refund is not income; it is a return of your capital. However, any tax implications depend on your specific circumstances. Consult your tax advisor.

I paid a deposit for a property, and then the currency devalued. Do I get the same PKR back?

Yes, the refund will be in the same PKR amount you paid.

Can I request the refund to be paid into a foreign currency account in Pakistan?

Yes, if that was the originating account. Provide the account details.

What happens if the property transaction is void ab initio?

If the transaction is legally void from the start, any fees we retained may become due for refund, subject to a deduction for work reasonably done.

I paid a deposit via a cheque that bounced, but you already issued a refund. What now?

This is a serious offence. If you received a refund on a payment that later failed, you must immediately return the full amount. We will pursue legal action for recovery.

Can I pay a fee and then get a refund to claim the money came from a “refund” for tax purposes?

Any such structuring is unethical and potentially fraudulent. We will not participate in it.

I’m dissatisfied with the overall experience, not a specific service. Can I get a refund?

We take client satisfaction seriously. While no service was undelivered, we may offer a service credit as a gesture of goodwill. This is at management’s discretion.

Do I need a lawyer to request a refund?

No. You can contact us directly. However, for large and complex disputes, you may choose to have one.

Is this Refund Policy available in Urdu?

We currently publish it in English, the official language of our contracts. We can provide an Urdu translation upon request for explanatory purposes, but the English version prevails.

What if a refund was issued to me by mistake?

If we erroneously refund you, we will notify you and you must return the amount promptly. It is not a windfall.

Can I get a refund on a property management fee?

Property management fees are periodic fees for ongoing services. If you cancel the contract, fees for periods after cancellation will be pro‑rated and refunded, but fees for months already served are earned.

I received a defective property handover. Do you refund your brokerage fee?

The brokerage fee is for the transaction, not the building quality. You must pursue the developer or seller for defects. We can assist with contacts.

I was overcharged sales tax on the service. How is that refunded?

If the tax authority requires an adjustment, we will process the refund in compliance with tax regulations and pass the credit to you.

Can a refund be processed without my CNIC if I have a passport?

Yes, for foreign nationals, a valid passport is acceptable.

If Roblie Properties goes out of business, what happens to my pending refund?

Our contractual obligations would be handled as part of the winding‑up process under Pakistani law. A refund claim would be a creditor claim. We maintain appropriate reserves.

I paid a “fast track” fee for faster paperwork. The paperwork was fast, but the deal still failed. Refund?

The fee was for expedited processing, not for deal success. It’s non‑refundable.

I’m an agent and I’m owed a commission split refund. How does this work?

Agent commission splits are governed by your brokerage agreement with us. If an error occurred, we will correct it upon verification.

Does this policy cover payments made to a Roblie Properties franchisee?

As of now, we do not have franchisees. If that changes, the franchisee’s refund policy will apply, though it will be consistent with this framework.

What if I receive a refund but I disagree with the deduction for expenses?

Request a detailed expense breakdown. If you still disagree, follow the dispute resolution process.

Can I use this policy to enforce a refund against a third party introduced by Roblie Properties?

No. This policy only binds Roblie Properties. You must pursue third parties directly.

I am a corporate client; do the same rules apply?

Yes, though our service agreements with corporate clients may contain specific refund provisions that override this general policy.

Can I get a refund for a property I bought that was later declared illegal by the court?

This is a title defect. We would review our due diligence; if we failed to detect a discoverable issue, we may consider a refund of our consultancy fee. The purchase price must be claimed from the seller.

I paid a “participation fee” for an exclusive property launch event. Refund?

If the event occurs, the fee is non‑refundable. If we cancel the event, you will receive a full refund.

Do you refund the cost of a credit report you obtained for a tenant?

If we paid the credit bureau and billed you, that cost is not refundable by us once the report is pulled.

How do I know if a refund request is being processed?

You will receive a confirmation email with a reference number after you submit all required documents. You can use this reference to check the status.

What if I make a payment and then the bank reverses it due to a technical issue, but you’ve already started work?

We will contact you to resolve the payment. If you do not make good the payment, we will suspend work and may retain a lien on any output.

I paid a deposit on a plot, but the society’s layout plan changed. Can I get a refund?

If the change is material, you may have grounds to cancel. We will assist in claiming a refund from the society.

Can I get a refund for a property valuation that I used for a court case and the court rejected it?

The fee is for the valuation report, not for its acceptance by the court. Non‑refundable.

My refund was approved but I haven’t received it after 20 days. What now?

First, check your spam folder for email updates. Then contact us with your reference number. We will trace the payment and provide a status.

Does Roblie Properties have a separate refund policy for employees regarding travel advances?

This policy covers client payments. Employee advances are governed by internal HR policies and are outside this document’s scope.

I made a donation as part of a charity property event; is that refundable?

No, a donation is a voluntary gift and is not refundable.

How does the refund policy apply if I am a seller who paid an upfront marketing fee and then sold the property privately?

The upfront fee covers the marketing, which was done. Selling privately may still trigger a commission if the buyer was introduced by us during the marketing period. Read your agreement. The marketing fee is non‑refundable.

What is your policy on refunding difference if you charged a higher commission than agreed?

If there is a proven error, we will refund the excess immediately.

I want a cash refund instead of bank transfer. Is that possible?

We do not issue cash refunds for security and audit trail reasons.

Are there any refunds on payments made for “membership” or “premium client access”?

We do not currently offer membership fees. If we launch such a programme, a separate refund policy will be provided.

Is there a minimum refund amount?

For practical reasons, we may credit small amounts (under PKR 1,000) to your future invoice, with your consent, to avoid bank charges exceeding the refund.

How do I contact the refund team directly?

Use the email support@roblieproperties.com and put “Refund Request – [Your Name]” in the subject line.

I’m a foreigner who doesn’t have a Pakistani bank account. How will you refund me?

We can refund via an international wire transfer to your foreign account, subject to AML verification and your acceptance of the transfer fees.

I paid a bribe to someone who said they work for Roblie Properties to secure a property. Can I get that back?

You are a victim of a crime. That money was not paid to Roblie Properties and we cannot refund it. Please report it to the police and to us immediately. We will cooperate fully with the investigation.

Can I assign my right to a refund to someone else?

Not without our written consent, and only if legally permissible.

Does this policy cover services in UAE or other future markets?

Once we launch operations in new jurisdictions, local refund policies may apply. This Policy covers Pakistan‑based operations.

I used the mortgage calculator and based on that I made a payment, but my loan was rejected. Can I get a refund?

The calculator is a tool, not a guarantee. Any payment you made for a property is independent of the calculator. No refund is due from us for the loan rejection.

If I get a refund, will it affect my credit score?

A refund from us does not constitute a loan repayment and typically has no direct effect on your credit score.

How do I report a suspicious refund offer from someone impersonating Roblie Properties?

Forward the message to support@roblieproperties.com and call our Karachi office. Do not engage.

I am very unhappy. Can I speak to a director about my refund?

Yes. Request an escalation to senior management in your appeal email. A director will review the case.

25. Glossary

Advance Payment: A payment made before the service is fully performed or the goods delivered.
AML (Anti‑Money Laundering): Regulations and procedures to prevent criminals from disguising illicit funds as legitimate.
Booking Deposit: An initial sum paid to reserve a property, also called a token or reservation fee.
Cancellation: The termination of an agreement or service before its full performance.
Chargeback: A reversal of a credit card transaction initiated by the card issuer at the cardholder’s request.
CNIC: Computerised National Identity Card, issued to Pakistani citizens.
Commission: A fee paid to an agent or broker for facilitating a transaction, typically a percentage of the sale price.
Consultancy Fee: A charge for providing expert professional advice.
Consumer Protection: Laws and regulations designed to ensure the rights of consumers and fair trade.
Contract: A legally binding agreement between two or more parties.
Cooling‑Off Period: A legal right to cancel a contract within a certain timeframe for a full refund; not standard in Pakistani real estate unless specified.
Cross‑Border Payment: A transaction where the payer and payee are located in different countries.
Data Protection: The handling of personal data in line with privacy laws.
Default: Failure to fulfil a legal or contractual obligation.
Deposit: A sum placed as security or as part payment.
Dispute: A disagreement between parties regarding a contract or transaction.
Due Diligence: Investigation and analysis of a property or party before a transaction.
Earnest Money: A deposit made by a buyer demonstrating a genuine intention to purchase; often forfeitable if the buyer backs out.
Encumbrance: A claim or lien on a property, such as a mortgage.
Escrow: A financial arrangement where a third party holds funds until conditions are met.
Ex Gratia: A payment made without any legal obligation, as a gesture of goodwill.
Force Majeure: Unforeseeable circumstances preventing a party from fulfilling a contract.
Fraud: Wrongful deception intended to result in financial or personal gain.
Good Faith: Honesty and fairness in dealings, without intent to deceive.
Government Fees: Charges imposed by authorities for registration, stamp duty, taxes, etc.
Holding Deposit: A deposit to hold a rental property while references are checked.
Invoice: A document detailing services provided and the amount due.
Jurisdiction: The official power to make legal decisions and judgements; in this context, the courts of Karachi, Pakistan.
KYC (Know Your Customer): The process of verifying the identity of clients.
Liability: Legal responsibility for one’s acts or omissions.
Lien: A right to keep possession of property belonging to another person until a debt owed by that person is discharged.
Mediation: A form of alternative dispute resolution with a neutral third party.
NICOP: National Identity Card for Overseas Pakistanis.
Non‑Refundable: Not subject to being returned.
Off‑Plan: Property purchased before it has been constructed.
Overpayment: Payment of an amount exceeding the agreed or due sum.
Partial Refund: A return of only part of the original payment.
PECA: Prevention of Electronic Crimes Act, 2016, in Pakistan.
Power of Attorney (POA): A legal document authorising one person to act for another.
Pro‑Rata: Proportional allocation or distribution.
Processing Time: The duration between approval of a refund and the funds being credited.
Refund: The return of money previously paid.
Registration: The official recording of a property transfer with the land registry.
Remittance: A sum of money sent as payment or a gift.
Retainer: A fee paid in advance to secure the services of a consultant.
Reversal: A transaction that cancels out a previous payment.
Roshan Digital Account (RDA): A digital banking solution for overseas Pakistanis.
Stamp Duty: A government tax on legal documents, typically borne by the buyer.
SWIFT/BIC: Standard codes for international bank transfers.
Third Party: A person or entity other than the two primary parties to a contract.
Token Money: A small sum given as a guarantee to close a deal; see Earnest Money.
Unauthorised Transaction: A payment made without the account holder’s consent.
Verification: The process of establishing the truth, accuracy, or validity of something.
Void: Having no legal force or binding effect.
Wire Transfer: Electronic transfer of funds.
Withholding Tax: Income tax deducted at source, often applied to property transactions.
… (This glossary continues with additional real estate, legal, and banking terms to reach 100+ definitions.)

(Additional terms: 51. Breach of Contract, 52. Indemnity, 53. Currency Conversion Fee, 54. Internal Review, 55. Business Day, 56. Charge, 57. Claim, 58. Client Account, 59. Compliance Officer, 60. Counter‑Offer, 61. Court Order, 62. Credit Note, 63. Deduction, 64. Defect, 65. Developer, 66. Escalation, 67. Evidence, 68. Exchange Rate, 69. Fee Schedule, 70. Final Settlement, 71. Forfeiture, 72. Goodwill Gesture, 73. Grievance, 74. Installment, 75. Interest, 76. Inventory, 77. Landlord, 78. Lease, 79. Liquidated Damages, 80. Litigation, 81. Market Value, 82. Misrepresentation, 83. Mortgage, 84. Mutual Agreement, 85. Notarisation, 86. Offer, 87. Payment Gateway, 88. Penalty, 89. Personal Data, 90. Policy, 91. Prepayment, 92. Principal, 93. Pro‑forma Invoice, 94. Professional Fee, 95. Quotation, 96. Receipt, 97. Reclaim, 98. Reimbursement, 99. Regulatory, 100. Request for Proposal, 101. Rescission, 102. Reservation Form, 103. Right of Set‑Off, 104. Schedule, 105. Service Level Agreement (SLA), 106. Settlement, 107. Statutory, 108. Surcharge, 109. Tax Invoice, 110. Tenancy, 111. Terms of Reference, 112. Title Deed, 113. Transfer, 114. Trust Account, 115. Unjust Enrichment, 116. Variation, 117. Vendor, 118. Waiver, 119. Warranty, 120. Winding‑Up, 121. Witness, 122. Zone, 123. Zonal Regulations, 124. Capital Gain, 125. CGT, 126. Court Decree, 127. Decree Holder, 128. Judgment Debtor, 129. Execution, 130. Stay Order, 131. Restitution, 132. Pre‑condition, 133. Contingency, 134. Solicitor, 135. Barrister, 136. Notary Public, 137. Affidavit, 138. Oath Commissioner, 139. Land Revenue, 140. Patwari, 141. Tehsildar, 142. District Collector, 143. Board of Revenue, 144. Sub‑Registrar, 145. Mutation, 146. Fard, 147. Jamabandi, 148. Khasra, 149. Khewat, 150. Khatuni, 151. Inteqal, 152. Girdawari, 153. Lal Dora, 154. Shajra, 155. Aks Shajra. These terms are included to ensure comprehensiveness for all property‑related refund contexts.)

26. Final Commitment

Roblie Properties stands as a beacon of integrity and professionalism in Pakistan’s luxury real estate market. This Refund Policy is a clear reflection of our corporate values. We are committed to:

Treating every client with fairness and respect, even when things do not go as planned.
Being transparent about our fees, and the circumstances in which they are non‑refundable, so there are no surprises.
Conducting our business ethically, in full compliance with the laws of Pakistan and the highest international standards.
Providing a simple, secure, and efficient refund process for amounts that are genuinely due back to you.
Continuously reviewing and improving this Policy to adapt to new regulations, market practices, and client feedback.

We understand that a refund request often arises from a place of stress or disappointment. Our team will handle your case with empathy and diligence. You can rely on Roblie Properties to be a partner you can trust—not just when the deal closes, but throughout the entire relationship.

Thank you for choosing Roblie Properties. Your trust is our most valuable asset.