Complaints Policy

We want every trip, order, booking, and payment on Sahraye to go right. When something does not, this page explains how to tell us, what happens next, and how long each step takes. It applies alongside our Terms of Service and Refund & Cancellation Policy.

1. How to raise a complaint

• In the app: open the trip, order, or booking and tap Report an issue. This is the fastest route because the details are attached automatically.
• By email: [email protected]. Include the phone number on your account, the date, and the trip or order reference.

2. What we need from you

Your account phone number, the reference of the trip, order, or booking, what went wrong, and the outcome you are asking for. For payment complaints, include the amount, the date, and the payment method used.

3. Response times

• Acknowledgement: within 1 working day of receiving your complaint.
• Resolution: within 7 working days for most complaints. Safety incidents are prioritised and reviewed the same day.
• Complex cases, for example those that need a driver, merchant, or payment provider to respond, may take up to 15 working days. If so, we tell you why and keep you updated at least every 5 working days.
• Every complaint ends with a written outcome sent to the email address or phone number on your account.

4. Payment complaints

If you were charged incorrectly, charged twice, or a refund has not arrived, we investigate against our payment records and the payment provider's records. Approved refunds are initiated within 7 working days to the original payment method. Your bank or wallet provider may take additional time to post them.

5. Escalation

If you are not satisfied with the outcome, reply to the outcome message and ask for an escalation. A senior member of the team who was not involved in the original decision reviews the case and responds within 7 working days. Escalating never affects your access to Sahraye.

6. Complaints about drivers, merchants, and professionals

Independent drivers, riders, merchants, hosts, and service professionals on Sahraye are bound by our conduct standards. Verified complaints can lead to warnings, suspension, or permanent removal from the platform. We do not share your identity with the other party without your consent, except where the law requires it.

7. Your rights

Nothing in this policy limits your rights under the laws of Pakistan, including your right to approach a consumer court or regulator.

8. Contact

SAHRAYE (SMC-PRIVATE) LIMITED. Email: [email protected]