Refund Policy

1. Membership — your first payment

• You can request a full refund within 14 days of your first membership payment, as long as no service has been delivered yet. That means our team has not located a grave for you and no virtual visit has been carried out.
• Once a service has been delivered during that period, the payment is non-refundable, because our team has already been to the cemetery on your behalf.

2. Membership — renewals

• Memberships do not renew automatically. Each payment covers one month or one year, and nothing is charged unless you choose to renew. We email you 7 days before your membership ends.
• If you renew and change your mind, you can request a full refund within 14 days of that payment, as long as no service has been delivered since. Your membership then ends straight away.
• After 14 days, or once a service has been delivered in the new period, renewal payments are non-refundable.

3. When your membership ends

• If you don't renew, your membership simply ends at the end of the period you paid for. There is nothing to cancel.
• We do not give partial refunds for unused time.

4. If we cannot locate your grave

• Locating a grave from a family's description is not always possible. If our team cannot locate any of the graves you tagged during your first membership period, you can request a full refund of your first payment within 14 days of our "could not locate" email, even if the 14 days from payment have passed.
• You are welcome to tag the grave again with more detail before deciding.

5. Add-On Services (plantation, cementing, cleaning)

These are one-time, in-person jobs carried out by our team at the cemetery.

• Before our team is scheduled: cancel for a full refund. Scheduling usually happens within 24 hours of your order, so please contact us quickly.
• After work has been scheduled or started: the order is non-refundable, because materials and labour have been committed.
• If we cannot do the work at all (for example the cemetery denies access, the grave cannot be reached, or authorities restrict the work), we give you a full refund, or a credit towards another service if you prefer.
• If the finished work does not match what was described, tell us within 7 days of receiving the completion photos. We will first put it right at no cost. If we cannot, we will refund you in full or in part, depending on how much of the work was delivered as described.
• Natural wear afterwards is not a defect in our work. This includes plants that fail after the included care period, weathering and damage caused by third parties.

6. How to request a refund

• In the app, open Profile → Payment history and tap Request refund next to the payment.
• Or email info@grave-care.app or message us on WhatsApp (+92 333 244 4100) with the email address on your account and the payment date or reference.

7. Refund processing time

• We review your request and reply within 2 business days.
• Once approved, the refund is processed to your original payment method (card, bank account or mobile wallet) within 15 days. We email you when it has been issued.
• Refunds are made in the currency and amount you paid. We are not responsible for exchange-rate differences or fees charged by your bank or wallet provider.

8. Fair use

• We may decline refund requests that are abusive, for example repeated pay-and-refund cycles, or requests made after a service was clearly used.
• If you open a chargeback with your bank, please contact us first. We can usually resolve things faster, and disputed accounts may be suspended while a chargeback is open.
• Nothing in this policy limits any rights you have under the consumer-protection laws that apply to you.