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Complaints
If support has not put something right, this process gives you a case reference, fixed timelines and a written decision.
The process
Most issues are resolved fastest through in-app support or the help centre. A formal complaint is for when that has not worked, or the matter is serious.
Email support@vvahid.com with “Complaint” in the subject. Include your booking reference, what happened with dates, what you have already been told, and the outcome you are looking for. Attach any photos or screenshots.
You get a written acknowledgement with a case reference and the name of the person handling it.
We review the booking record, messages and handover photos, and contact the other party where relevant. If we need longer, we tell you why and give a revised date.
You receive a written decision with the reasons and any action taken. If you disagree, you can ask for a single review by a senior team member.
What we can look at
Complaints cover conduct on the platform: a booking that went wrong, a deposit decision, a host or renter’s behaviour, a charge you did not expect, or how a support case was handled.
They do not replace a criminal matter — for anything involving safety or a crime, contact the police first, then tell us. Disputes about deposit deductions also run through the refund policy, which the complaint will reference.
If we cannot resolve a complaint between us, nothing here limits your right to pursue the matter through the courts of Pakistan, as set out in the terms.