Return & Refund Policy

This policy explains when payments made to Pasban (پاسبان — “guardian”) can be cancelled or refunded. It covers both the subscription fees a community pays to use Pasban and the community charges (rent, maintenance, installments and similar) that residents pay online through the platform. By making a payment through Pasban you accept this policy.

1. Who we are

Pasban is operated by Verge Systems (Private) Limited (“Pasban”, “we”, “us”). Our registered office and contact details are:

Verge Systems (Private) Limited
Noor Tower, A-3, G.O.R Colony, Hyderabad, Sindh, Pakistan
Phone: +92-22-278-0503
Email: [email protected]

2. What this policy covers

Payments taken through Pasban fall into two kinds, and each is treated differently:

Card and bank payments are handled by a licensed, PCI-DSS-compliant payment gateway. Pasban does not store your full card number or bank credentials.

3. Subscription fees

• Cooling-off on a new subscription. If you have just started a new paid plan and have not made meaningful use of it, you may cancel within 7 days of the charge for a full refund of that charge.
• Cancellation of an ongoing plan. You can cancel at any time. Cancellation stops future renewals; the current paid period runs to its end and is not refunded pro-rata, except where required by law.
• Annual plans. Where an annual plan is cancelled after the 7-day cooling-off period, the fee for the current term is non-refundable unless we agree otherwise in writing.
• Downgrades. Moving to a cheaper plan takes effect at the next renewal; the difference for the current period is not refunded.

4. Community charges paid by residents

When a resident, owner or tenant pays a charge online, the money is collected on behalf of their community. Whether that charge is due, disputed or reversible is a matter between the payer and their community’s management.

• Requests to refund a community charge (for example, an overpayment or a charge you believe is wrong) are decided by your community’s management, who authorise the reversal. Pasban then processes the approved refund back to the original payment method.
• We can always reverse a duplicate or clearly erroneous charge caused by a technical fault on our side — see section 5.

5. Duplicate and erroneous charges

If you were charged twice for the same thing, charged the wrong amount, or charged because of a technical error, contact us with the details and we will verify and refund the incorrect amount in full. There is no time limit for genuine billing errors, though telling us promptly helps us resolve it faster.

6. How to request a refund

Email [email protected] from the address registered to your account, or call us on the number above, and include:

• Your account email and, if a community charge, the property/unit
• The date and amount of the payment
• The reason for the request

You can also raise it in the app under My Profile → Support, or ask your community’s management to forward the request.

7. How refunds are processed and timing

• Approved refunds are returned to the original payment method — we cannot refund to a different card or account.
• We aim to review every request within 7 business days.
• Once approved, the refund is submitted to the payment gateway immediately. It then typically takes 7–10 business days for your bank to post it, depending on the card scheme and issuing bank.
• Refunds are made in the original currency (Pakistani Rupees). We are not responsible for exchange-rate differences or bank fees applied by your issuer.

8. Non-refundable items

• Subscription periods that have already been used, beyond the 7-day cooling-off window.
• Community charges that are validly due and undisputed by your management.
• Fees a third party (such as your bank) charges on a transaction.

9. Disputes and chargebacks

If you have a concern about a payment, please contact us first — we can almost always resolve it faster than a bank dispute. If you raise a chargeback with your bank, we will provide the payment records to the gateway and your bank to help them decide. Abuse of chargebacks for validly-owed community charges may be referred back to your community’s management.

10. Contact us

Questions or refund requests: [email protected] · +92-22-278-0503.