Complaints & Grievance Policy

Effective · 1 August 2026

FindWorker · FIND WORKER (SMC-PRIVATE) LIMITED · CUIN 0327509 · NTN I565406 · Ch Zulqurnan House No. 49, Street No. 3, Usmania Town, Pindi Road, Chakwal, Punjab, Pakistan.

1. Our commitment

If something goes wrong, you deserve a real answer from a real person — not silence, and not a form reply.

We acknowledge every complaint quickly and give a substantive answer within 14 days. If we need longer, we tell you why and when to expect it.

This policy covers complaints from customers, workers, and team members alike.

2. How to complain

Please include: the order number, the date, what happened, and what you would like us to do. Photographs help enormously with damage or quality complaints.

3. Time limits

We may still look at a late complaint, but evidence fades and workers' memories fade with it, so please come to us early.

4. What happens after you complain

Step 1 — Acknowledgement. We confirm we have it, usually the same day.

Step 2 — Investigation. We look at the order record, the in-app timeline, messages, photographs, and both sides' accounts. We contact the other party and require a response.

Step 3 — Decision. We tell you what we found and what we are doing about it, in writing, within 14 days.

Step 4 — Action. Depending on the finding: mediation between the parties, a warning, reduced work offers, suspension, permanent removal, a fee refund to a worker, or referral to the authorities.

5. What we can and cannot do

We can:

• investigate and mediate between a customer and a worker;
• require a worker to respond to a claim;
• suspend or permanently remove an account;
• return a platform fee to a worker where it is due;
• correct our own errors, including billing errors;
• give a customer the worker's verified identity details so they can pursue a legal claim.

We cannot:

• pay for a worker's poor work, unfinished work, or damage. Your contract for the work is with the worker, who is an independent business. We verify identity, mediate, and enforce standards — we are not the service provider.
• force a worker to pay a claim. We can hold them accountable on the platform and identify them to you; enforcement beyond that is a matter for the courts.
• refund a customer money we never received. Customers pay their worker directly in cash.

We would rather say this plainly than let you expect something we cannot deliver.

6. Complaints against FindWorker itself

If your complaint is about us — a billing error, an unfair suspension, how we handled your data, or how we treated you — say so clearly and it will be handled by the founder rather than by support.

Write to legal@findworker.pk with "Complaint about FindWorker" in the subject line.

7. Appeals

If you disagree with our decision, you may appeal once. Write to legal@findworker.pk within 30 days, saying why you think the decision was wrong and adding anything we did not consider.

An appeal is reviewed by someone who did not make the original decision, and we respond within 14 days.

8. If we still cannot resolve it

Either of us may take the matter to court. Governing law: the laws of Pakistan. Jurisdiction: the courts at Islamabad.

This does not remove any statutory right you have. As a consumer you may bring a claim before the consumer court for the area where you live, under the consumer protection law that applies to you. There is no arbitration clause in our terms — we will not force you into private arbitration.

You may also complain to the relevant regulatory authority in Pakistan about how we have handled your personal information.

9. What we do with complaint data

We keep complaints for 2 years so we can see patterns — a worker with repeated quality complaints, or a recurring fault in our own process.

We will not share your identity with the other party without your consent, unless the law requires it. In a damage or quality complaint, however, the worker must be told enough to respond meaningfully.

10. Contact

FIND WORKER (SMC-PRIVATE) LIMITED · CUIN 0327509 · NTN I565406 · Ch Zulqurnan House No. 49, Street No. 3, Usmania Town, Pindi Road, Chakwal, Punjab, Pakistan · legal@findworker.pk · 0317-8059528