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Return & Refund Policy
This policy explains when you can return an item or get your money back on BoliApp, how that depends on the way you paid, how to open a dispute, how long refunds take, and how refunds work for paid BoliApp services.
1. Who this policy applies to
BoliApp (boli-app.com) is operated by BOLIAPP Private Limited, Lahore, Pakistan. This policy applies to everyone who buys or sells on BoliApp, whether through fixed-price listings, offers and negotiation, timed auctions or live auctions, and to anyone who buys a paid BoliApp service.
Your rights depend mainly on how the deal is paid. A deal paid directly between buyer and seller is handled differently from an order paid through BoliApp Checkout. Please read the section that matches your purchase. This policy forms part of our Terms of Service (/legal/terms-of-service), and auction purchases are also governed by our Bidding & Auction Rules (/legal/auction-rules).
2. Deals paid directly between buyer and seller
For most deals on BoliApp today, BoliApp works as an intermediary, in the same way as other Pakistani classifieds marketplaces: we help buyers and sellers find each other and share contact details, and the buyer and seller then arrange payment and delivery themselves, for example by cash on meeting, cash on delivery, bank transfer, JazzCash or EasyPaisa.
Because BoliApp does not receive or hold the money in these deals, we cannot issue a refund for them. Any return, exchange or refund is a matter agreed between the buyer and the seller. Payments made outside BoliApp are not covered by BoliApp buyer protection.
- Agree return terms with the seller in BoliApp chat before you pay, so there is a written record.
- Inspect the item in person before paying wherever possible, and meet in a safe public place.
- Never send an advance payment to a seller you do not know for an item you have not seen.
- Keep receipts, transfer references and chat history in case you need to report a problem.
3. How BoliApp helps when a direct deal goes wrong
Even though we do not hold the money in a direct deal, we take problems seriously. If a seller refuses a return they promised, sends something materially different from the listing, or does not deliver after taking payment, report it using “Report listing” or “Report user”, or contact us at boli-app.com/help/contact.
We can review chat history and listing records, contact the other party, and try to mediate a fair outcome. Where we find fraud or serious misconduct, we may remove listings, restrict or suspend the account, lower the user’s trust score, and share relevant information with law enforcement, such as the FIA Cyber Crime Wing, when we receive a valid legal request. We recommend that victims of fraud also file a complaint with the FIA Cyber Crime Wing directly.
4. BoliApp Checkout and buyer protection
We are introducing BoliApp Checkout, which lets you pay through BoliApp instead of paying the seller directly. It is being rolled out as our payment partners approve it, so it may not yet be available on every listing. Where it is available, the listing or order page will show it.
When you pay through BoliApp Checkout, your payment is held in the BoliApp wallet and is not released to the seller until you confirm that you have received the item, or until the confirmation window described below ends without a dispute being opened. If something goes wrong within that window, you can open a dispute and BoliApp will review it and decide the outcome.
Please check the item carefully before confirming receipt. Once you confirm, payment is released to the seller and you can no longer open a BoliApp dispute for that order, except where fraud is involved. Any later return is then a matter between you and the seller.
5. Return and dispute windows
For orders paid through BoliApp Checkout, you have 7 days from delivery to request a return or open a dispute. Delivery is the date shown in courier tracking or, for hand delivery, the date the seller marked the order as delivered and you did not object. If you do not confirm receipt or open a dispute within those 7 days, the order is treated as completed and payment is released to the seller.
- Item not received: open a dispute if the item has not arrived by the expected delivery date shown on the order, or if tracking shows no progress.
- Not as described or wrong item: open a dispute within 7 days of delivery if the item is materially different from the listing, for example a different model, a missing accessory listed as included, an undisclosed fault, or an undisclosed non-PTA status.
- Damaged or defective: open a dispute within 7 days of delivery if the item arrives broken, damaged in transit or does not work.
- Change of mind: available within 7 days of delivery only where the seller’s listing states that returns are accepted. Auction wins are not eligible for change-of-mind returns unless the seller has stated otherwise.
- Payment issue: open a dispute if you were charged twice, charged the wrong amount, or charged for an order that was cancelled.
6. Items and listings that cannot be returned
Some items cannot be returned for change of mind. They can still be the subject of a dispute if they are not received, are the wrong item, or arrive damaged, defective or not as described.
- Perishable goods, such as food, flowers and plants.
- Personal hygiene products, innerwear, swimwear, cosmetics and other items whose hygiene seal has been opened.
- Digital codes, gift cards, vouchers, software licences and top-ups once delivered or revealed.
- Customised, personalised or made-to-order items.
- Items damaged through misuse, accident, improper installation or normal wear after delivery.
- Property for sale, property for rent, job and service listings. These are introductions between the parties, and any deposit, advance or fee is governed by the agreement you make directly with the other party.
7. Condition of returned items
For a return to be accepted, the item must be sent back in the condition in which it was received, so that the seller can confirm it is the same item.
- Include all accessories, manuals, chargers, boxes, freebies and warranty cards that came with the item.
- Do not remove tags, labels, seals or IMEI and serial-number stickers, except where this was necessary to discover a defect.
- Remove your accounts, passwords and screen locks from phones, laptops and other devices, and reset them to factory settings.
- Pack the item securely. Damage caused by poor packing on the return journey may reduce or cancel your refund.
- Where the seller allows it, a change-of-mind item must be unused and in resaleable condition.
8. How to open a return or dispute, and who pays shipping
Open a return request or dispute from your order page, or contact us at boli-app.com/help/contact with your order number. The seller is notified and normally has 2 working days to respond. If you and the seller cannot agree, BoliApp reviews the evidence and makes a decision, which may be a full refund, a partial refund, a return for refund, or release of payment to the seller.
We review evidence including BoliApp chat history, the listing as it appeared when you bought, photos and videos from both sides, and courier tracking and proof of delivery. An unboxing video recorded when you open the parcel is strongly recommended, especially for phones and electronics. Messages exchanged outside BoliApp are harder for us to verify.
If the item was not received, wrong, damaged, defective or not as described, the seller pays return shipping. If the return is for a change of mind, the buyer pays return shipping unless the seller has offered free returns. BoliApp may require the item to be returned using a tracked courier service before a refund is issued.
9. Refund methods and timelines
Approved refunds for BoliApp Checkout orders are made to the original payment method or, where you choose it or where the original method cannot receive a refund, to your BoliApp wallet. Timelines start when the refund is approved, which for returns is usually after the seller or BoliApp confirms the returned item. Typical times are below; your bank or wallet provider may sometimes take longer, and working days exclude weekends and public holidays in Pakistan.
- BoliApp wallet: 1 to 2 working days.
- JazzCash or EasyPaisa: 3 to 5 working days.
- Bank transfer: 5 to 7 working days.
- Debit or credit card: 7 to 14 working days, depending on the issuing bank.
- Refunds are made in PKR for the amount paid through BoliApp. Courier charges paid for the original delivery are refunded when the item was not received, wrong, damaged, defective or not as described.
10. Refunds for paid BoliApp services
BoliApp offers paid services such as featured and boosted listings, store subscriptions and advertising campaigns. Because these services start delivering value as soon as they go live, they are generally non-refundable once delivered or active, including if you delete the listing early or sell the item before the promotion ends.
- You will receive a refund if a paid service was not delivered because of a BoliApp error or technical fault.
- You will receive a refund if your listing is rejected in moderation before the paid service goes live.
- If a listing is removed for breaking our Prohibited & Restricted Items rules (/legal/prohibited-items) or Community Guidelines (/legal/community-guidelines), any unused promotion is not refunded.
- Duplicate charges for the same service are refunded in full.
- Service refunds are made to the original payment method, or to your BoliApp wallet if the original method cannot receive it, within the timelines above.
- Request a service refund within 30 days of the charge through boli-app.com/help/contact.
11. Misuse of returns and disputes
Returns and disputes exist to protect honest buyers and sellers. We may refuse a refund, reverse an outcome, or restrict an account if we find abuse, including:
- Returning a different, used, damaged or counterfeit item in place of the one received.
- Opening false “not received” claims or submitting edited photos, videos or documents.
- Pressuring the other party to settle outside BoliApp in order to avoid buyer protection.
- Sellers refusing valid returns they offered, or repeatedly sending items that are not as described.
- Repeated abuse can lead to removal of listings, trust-score impact, suspension, and referral to law enforcement where fraud is involved.
12. Your legal rights and how to contact us
This policy does not take away any rights you have under Pakistani law, including the provincial consumer protection laws such as the Punjab Consumer Protection Act 2005. Where a seller is a business, it remains responsible for its own legal obligations towards buyers, including any warranty it provides.
For help with a return, refund or dispute, contact us at boli-app.com/help/contact or email info@boliapp.pk with your order or listing number. We may update this policy from time to time; the date at the top shows when it was last changed, and the version in force at the time of your purchase applies to that purchase.