Refund Policy

ZEEMAKS APARTMENTS takes direct room bookings through this website. Rooms are booked and paid for in advance, and paying online is what secures the room for your selected dates. This policy explains exactly when a booking counts as successfully confirmed, and what happens to your money in each situation.

A booking is treated as successfully confirmed only when all of the following are true:

• You completed payment on the secure hosted checkout of our payment processor, PayFast, and the payment was approved
• The successful payment result was received by us directly from the payment processor and verified on our server (a browser redirect on its own is never treated as proof of payment)
• Your booking status changed to “Confirmed” and a booking reference was issued to you
• The confirmation was shown to you on the booking confirmation page and, where you provided an email address, sent to that address

You can check the status of any booking yourself at any time on Find my booking, using your booking reference together with the CNIC or email address you booked with. The status shown there and in our records is the authoritative record of whether a booking is confirmed.

Every confirmed booking on this website is a prepaid, non-refundable booking. Once the conditions above are met:

• The amount paid is non-refundable, in full or in part
• No refund is issued if you change your plans, travel dates or mind after confirmation
• No refund or credit is issued for a cancellation, a no-show, a late check-in, an early check-out or nights you do not use
• No refund is issued because a lower rate later becomes available for the same room or dates
• Refunds are not issued as cash, credit, vouchers or transfers to another date, booking or guest

Room rates are set and charged in Pakistani Rupees (PKR) and include the taxes and fees shown in your booking summary before payment. You may display prices in another currency for convenience; those figures are indicative only, and the amount actually charged, and refunded, is the PKR amount.

An optional airport pick-up or drop-off added to a booking is charged with the room, as a separate line in your booking summary, and is part of the non-refundable amount described above. Where we are unable to provide a transfer you booked and paid for, the charge for that transfer is returned to you. See our Services Policy for the published rates.

A refundable security deposit is the one part of what you pay that this section does not apply to. It is dealt with separately below.

A security deposit of PKR 4,000 is included on every booking made on this website, and may also be taken on a booking made by phone or through a travel platform. A deposit is not a payment for the stay: it is an amount held against the apartment and returned to you, so the non-refundable rule above does not apply to it.

A deduction may be made from the deposit for:

• Damage to the apartment, its furniture, fixtures, appliances or furnishings
• Missing property or inventory, including keys, access cards and remotes
• Excessive cleaning caused by misuse, spills, stains, smoking or a breach of the house rules
• An approved late check-out, or an unauthorised one
• Any other charge arising from the stay under the house rules

Where a deduction is made, we will tell you what it was for and what was deducted. If the charges exceed the deposit, the deposit does not cap what is owed and the balance remains payable. The house rules the deposit is held against are set out in full in our Services Policy.

If a booking is never confirmed — for example because the payment failed — no deposit is held either, because no money is taken at all. See Unsuccessful or failed payments below.

Because a successful payment cannot be refunded, please check the following on the booking and payment screens before you confirm:

• The room you selected, and its type
• Your check-in and check-out dates, and the number of nights
• The number of guests
• The guest name and identification number exactly as they appear on the CNIC, passport or driving licence that will be presented at check-in
• The check-in registration details: father or husband name, nationality and permanent address
• Your phone number, and your email address if you provided one
• Whether you have added an airport pick-up, and whether you have added the refundable security deposit
• The total amount payable, including taxes and fees, and any refundable deposit

If anything is incorrect, go back and correct it before paying, or contact us first. If you notice a mistake in a booking that has already been confirmed, contact us as soon as possible: we will always try to help where we reasonably can, but a correction is at our discretion, is subject to availability, and does not create any entitlement to a refund.

If your payment does not go through, or you close the payment page or cancel it before it completes, then:

• No booking is confirmed and no booking reference is issued to you
• Your booking attempt is marked as failed or cancelled, and the room is released so it can be booked again
• Nothing is payable by you for that failed attempt
• You are welcome to start a new booking and try again, subject to the room still being available

If your bank or wallet placed a temporary hold or authorisation on your funds for a payment that was not completed, that hold is released by your bank, card issuer or wallet provider in line with their own process and timelines. As no payment was captured by us, there is nothing for us to refund in that situation. If a hold does not clear, please raise it with your bank or wallet provider, and contact us as well so we can share our record of the failed transaction.

Occasionally an amount may be debited from your account while the payment or booking status does not come back as successful, for example because the connection dropped or the payment result did not reach us. Please do not book again for the same stay until this has been checked.

You may cancel a confirmed booking, or simply not travel, and we ask that you tell us as early as you can so the room can be released. Cancelling a booking does not make the payment refundable: a cancelled booking that was already successfully paid for remains non-refundable under this policy.

If we ourselves are unable to honour a confirmed booking, we will contact you using the phone number or email address on the booking and agree the way forward with you directly.

If you believe there is an error in a charge, please contact us first. We keep a transaction record for every booking and can usually resolve a payment query quickly, which is faster than raising a dispute with your bank. Where a chargeback or dispute is raised, we will provide the payment processor and the bank with our booking and transaction records for the transaction concerned.

For any payment-related question, contact us at info@zeemaks.com or on +92 301 5810609, and include your booking reference, the guest name and CNIC used for the booking, the amount, and the date and time of the transaction. Full contact details are at the bottom of this page. See also our Services Policy for how the booking service works and how your confirmation is delivered.

We may update this Refund Policy from time to time. The version published on this page at the time you complete a booking is the version that applies to that booking, so please read it before you pay. The "Last updated" date at the top of the page shows when it was last revised.