A chargeback is when you ask your bank to reverse a card payment. This policy explains how Saer Karo Travel and Tours (SMC-Private) Limited ("SAER.PK", "we") handles chargebacks on payments made at saer.pk.
1. Contact us first
Most problems with a booking can be resolved faster through our Refund Policy than through a chargeback. Before you contact your bank, please contact our support team with your booking reference. We reply within 2 working days.
2. When a chargeback is justified
- The payment was made without your permission.
- You were charged more than once for the same booking.
- You paid, but no ticket, voucher or booking was issued, and we did not refund you.
- An approved refund was not processed within the time set out in our Refund Policy.
3. How we respond to a chargeback
When your bank tells us about a chargeback, we send the bank our evidence within the time it allows. This can include the booking confirmation, the issued e-ticket or voucher, the airline's record of travel, your acceptance of our Terms & Conditions at checkout, and our messages with you.
While a chargeback is open, we may put further bookings on the account on hold, and any refund request on the same booking is paused so the same amount is not returned twice.
4. Chargebacks we dispute
We dispute chargebacks on tickets or services that were issued as booked and used, or cancelled under the fare rules you accepted. If a chargeback is raised on a ticket that has not been used yet, we may cancel that ticket with the airline to limit the loss, and the airline's cancellation penalty then applies.
5. Fraud and double recovery
If a chargeback is found to be false, or you receive both a refund from us and a chargeback for the same amount, we will recover the amount owed and may close the account. We may report fraudulent chargebacks to the bank and the relevant authorities.
6. Contact
- Phone / WhatsApp: +92-300-0701506
- Email: support@saer.pk
- Address: Near Railway Phatak, Gujranwala Road, Alipur Chatha, Punjab, Pakistan