Cancellation Policy
Last updated: July 9, 2026
This Refund, Return, and Cancellation Policy explains how refunds and cancellations work on Reachly (reachly.pk). Because Reachly provides digital, one-on-one video call sessions (a service, not a physical product), traditional "returns" do not apply. Instead, this Policy sets out when you are entitled to a refund, cancellation, or reschedule. This Policy forms part of our Terms and Conditions.
1. Nature of the Service
Reachly bookings are for scheduled, live, one-on-one video call sessions between a Follower and a Creator. Payment is collected at the time of booking and held securely (in escrow). Funds are released to the Creator only after the session is completed. All amounts are in Pakistani Rupees (PKR).
2. If the Creator Cancels or Does Not Show Up
If a Creator cancels a confirmed booking, or fails to attend the scheduled session (a "no-show"), you are entitled to a full refund of the amount you paid, or the option to reschedule at no extra cost. Because funds are held in escrow until session completion, no earnings are released to a Creator for a session that did not take place.
3. If You (the Follower) Cancel
You may cancel a booking and request a refund based on how much notice you give before the scheduled start time:
- More than 24 hours before the session: Full refund, or free reschedule.
- Between 6 and 24 hours before the session: Partial refund of [INSERT %, e.g. 50%], or free reschedule.
- Less than 6 hours before the session: No refund, as the Creator has reserved the time slot. A reschedule may be offered at the Creator's discretion.
*(You can adjust these windows and percentages to match your operational policy before publishing.)*
4. If You (the Follower) Do Not Show Up
If you do not join the session at the scheduled time and do not cancel in advance, the session is treated as completed and no refund is issued. We recommend joining a few minutes early using the link provided.
5. Technical Failures
If a session cannot take place or is materially disrupted due to a technical failure on Reachly's side, or a verified connection or platform failure that prevents the session from happening, you may request a full refund or a free reschedule. Ordinary issues on a participant's own device or internet connection are not covered, though we encourage Creators and Followers to reschedule in good faith.
6. Rescheduling
Where a reschedule is offered or agreed, both parties must confirm a new time slot through the Platform. A rescheduled session does not create a new charge unless a different session type or price is selected.
7. How to Request a Refund
To request a refund or raise a cancellation issue, contact us at [INSERT EMAIL, e.g. support@reachly.pk] or use the in-app support option, quoting your booking reference. You may also raise a dispute through the Platform's dispute resolution process.
8. Refund Method and Timeline
Approved refunds are issued to the original payment method used at booking (for example, the same JazzCash, EasyPaisa, or card account), processed through our payment provider. Refunds are typically completed within [INSERT NUMBER, e.g. 7 to 10] business days, though the exact timing depends on the payment provider and your bank or wallet. Any payment gateway charges may be deducted where applicable and permitted by law.
9. Money-Back Guarantee
For eligible sessions, Reachly may offer a money-back guarantee where a session materially fails to deliver what was advertised. Eligibility and conditions for the guarantee are assessed on a case-by-case basis through our support and dispute process.
10. Non-Refundable Situations
Refunds will not generally be issued where:
- You did not attend a session you booked, without prior cancellation.
- You cancelled outside the eligible refund window.
- The session was completed as described.
- The refund request relates to dissatisfaction with a Creator's personal opinion or advice, rather than a failure to deliver the session.
11. Fraud and Abuse
We reserve the right to decline refunds and to suspend accounts where we detect fraud, chargeback abuse, or attempts to misuse this Policy.
12. Contact Us
For refund or cancellation questions, contact:
Reachly
Email: support@reachly.pk
WhatsApp / Phone: +92 331 0448857
Address: 45-D Toheed Park Gulshan-e-ravi Lahore