Complaints

1. How to complain

Email info@hireacar.pk with the subject “Complaint”. Include your name, the phone number on your account, the booking reference if there is one, what happened, and what you would like us to do. Photos and screenshots help.

2. What happens next

• We confirm we have your complaint within 2 business days and tell you who is handling it.
• We look at the booking record, payments, photos and messages, and ask the other side for their account.
• We aim to give you our answer within 10 business days. If we need longer, we tell you why and when to expect it.

3. Payments and refunds

If we agree a refund, it goes back by bank transfer and usually arrives within 2–5 business days. Requests can be cancelled free of charge until you have paid. After that, renters can cancel up to 24 hours before pickup and hosts up to 72 hours before pickup. Refunds are sent back by bank transfer and usually arrive within 2–5 business days. Full rules are in the terms.

4. Problems between a renter and a host

HireACar is a marketplace. The car belongs to the host, and the rental is an agreement between you and the host. HireACar is not responsible for any loss, damage, theft, accident, fine or injury involving the car.

We still help: we review the booking, can hold a host's payout while a complaint is open, and can suspend accounts that break our rules. Nobody may keep your original CNIC, licence or other documents, ask for a cheque, or ask for a guarantor. HireACar checks your identity instead. Report a host who asks.

5. Emergencies

If anyone is hurt or in danger, call Rescue 1122 or the police on 15 first, then tell us.

6. If you are not satisfied

Reply to our answer and ask for a review by a manager. You can also go to the consumer court for your district. Making a complaint to HireACar doesn't affect your rights under the law.