Customer Complaint Handling Mechanism
In compliance with State Bank of Pakistan (SBP) Consumer Protection & Dispute Resolution Standards • Last Updated: October 22, 2026
1. Policy Objective
At EventFace Finder("we", "us", or "our"), customer trust and prompt dispute resolution are central to our business. In compliance with State Bank of Pakistan (SBP) e-commerce regulations and Payment Service Provider guidelines, this policy establishes a fair, transparent, and prompt mechanism for resolving customer grievances, transaction inquiries, and billing disputes.
2. How to Lodge a Complaint (Official Channels)
Customers and users may submit complaints, payment queries, or service issues through any of the following official channels:
Send your issue, transaction details, and screenshots to:
ahmedhanzala2020@gmail.com3. Required Information When Submitting
To help us investigate and resolve your issue quickly, please provide:
- Your full name and registered account email address.
- Organization name (for photographers and event admins).
- Date and time of transaction or incident.
- Transaction ID, Safepay reference number, or invoice number (if related to billing).
- A concise description of the issue along with supporting screenshots or error messages.
4. Complaint Resolution Lifecycle & Timelines
Acknowledgment (Within 24 Hours)
Upon receipt of your complaint, our support desk will issue an official acknowledgment email/message with a unique Complaint Ticket ID.
Investigation (1 to 2 Business Days)
Our technical and billing specialists will review server logs, payment gateway transaction records, or Rekognition vector indexes to determine root causes.
Final Resolution (Within 3 to 5 Business Days)
You will receive a formal written resolution. In the case of payment or credit discrepancies, missing credits will be credited instantly or a full refund will be initiated to your original payment method.
5. Escalation Matrix
If your complaint is not resolved to your satisfaction within 5 business days, you may escalate the matter directly to our Head of Grievance & Operations:
Grievance Officer: Ahmed Hanzala
Title: Founder & Operations Lead, EventFace Finder
Escalation Email: ahmedhanzala2020@gmail.com (Subject: "ESCALATION: Ticket ID #...")
Direct WhatsApp / Phone: +92 312 4987069
Address: Lahore, Punjab, Pakistan
6. Record Keeping
All consumer complaints, correspondence, and resolution outcomes are securely archived for a minimum period of three (3) years in accordance with State Bank of Pakistan compliance mandates.