Cancellation & Refund Policy
Last Updated: October 15, 2026
1. Overview
Commons is a digital platform that allows users to support creators through paid memberships and one-time payments during live streams. All payments on Commons are processed in Pakistani Rupees (PKR), unless otherwise indicated at checkout.
This policy explains how subscription cancellations, refund requests, complaints, and payment disputes are handled on Commons. It forms part of our Terms and Conditions.
2. Subscription Cancellations
Users can cancel their recurring creator memberships at any time through their Commons account dashboard.
No cancellation fee: Users will not be charged a fee for cancelling a membership.
Continued access: After cancellation, users retain access to the membership's paid content and benefits until the end of their current billing period.
Future payments: Once cancellation takes effect, the membership will not renew, and no further recurring payments will be charged for that membership.
Partial refunds: Cancelling a membership does not automatically entitle the user to a refund for the current billing period or any unused portion of the subscription.
3. Refund Eligibility
Because Commons provides immediate access to digital content and membership benefits, payments are generally non-refundable once access has been granted.
However, users may contact our support team to request a refund in the following circumstances:
Duplicate payments: The same subscription or purchase was charged more than once in error.
Payment errors: A payment was processed incorrectly or charged in the wrong amount.
Technical issues: A user paid for a membership but could not access the purchased benefits, and the issue could not be resolved.
Unauthorized transactions: A payment appears to have been made without the account holder's authorization. Such requests will be reviewed before a decision is made.
Other applicable circumstances: Refunds may be provided where required by applicable law.
Submitting a refund request does not guarantee approval. Each request will be reviewed based on the transaction details and circumstances.
4. One-Time Payments and Super Messages
Super Messages are one-time payments that allow users to highlight messages during a creator's livestream.
These payments are generally non-refundable once successfully processed and delivered. Users should verify the amount and recipient before completing a payment.
Refund requests may be considered for duplicate charges, payment errors, failed delivery, or other eligible circumstances described in this policy.
5. If You Are Not Satisfied With a Paid Service
Memberships and Super Messages are digital services delivered through Commons, and membership content is created by independent creators. If you are dissatisfied with a paid membership or purchase—for example, because benefits described on the membership were not provided, content you paid for was not made available, or a Super Message was not delivered—please tell us using the complaints process in Section 9.
What to include: The creator and membership or purchase concerned, what you expected to receive, what was actually provided, and any supporting screenshots or details.
How we review it: We check the membership or purchase description shown at the time of payment, your access and transaction records, and whether the purchased benefits were delivered. We may contact the creator for information.
Possible outcomes: Depending on our findings, we may restore or fix your access, ask the creator to address the issue, or approve a refund where the case falls within the eligible circumstances in Section 3 (for example, purchased benefits that could not be accessed or delivered and the issue could not be resolved). We will explain our decision by email.
Changing your mind after access has been granted, or dissatisfaction with content that was delivered as described, is generally not eligible for a refund. You can cancel a recurring membership at any time to stop future payments, as described in Section 2.
6. How to Request a Refund
To request a refund or report a billing issue, contact us at support@commons.pk.
Please include:
• Your registered email address
• The transaction date and amount
• The relevant creator or membership, if applicable
• Your transaction reference, if available
• A brief explanation of the issue
Our support team aims to respond to inquiries within 48 hours. We aim to resolve complaints within 10 business days after receiving all information necessary to investigate. If additional time is needed, we will notify you of the delay and provide an updated timeframe.
7. Refund Processing Time
If a refund is approved, Commons will initiate the refund through the applicable payment method or payment provider.
Approved refunds are generally expected to be processed within 5–10 business days, although the time required for the funds to appear in the user's account may vary depending on the payment provider or issuing bank.
We will communicate any material delays where possible.
8. Billing Disputes
If you believe a payment was processed incorrectly, please contact us at support@commons.pk so we can investigate and attempt to resolve the issue.
Users retain any rights available to them under applicable law and the rules of their payment provider.
9. Complaints Process
Refund requests, billing disputes, and complaints about a paid service are handled through the same process, which is also described in our Terms and Conditions:
1. Submit your complaint: Email support@commons.pk or call +92 324 9785408. Include your registered email address, the transaction date and amount, the creator or membership concerned, your transaction reference (if available), and a short description of the issue.
2. Acknowledgement: Our support team aims to respond to every complaint within 48 hours.
3. Review: We review the transaction records, account activity, and any information you provide. We may contact you or the relevant creator for additional details.
4. Resolution: We aim to resolve complaints within 10 business days after receiving all information necessary to investigate. If additional time is needed, we will notify you of the delay and provide an updated timeframe. We will inform you of the outcome by email. If a refund is approved, it is generally processed within 5–10 business days, although the time for funds to appear may vary depending on your bank or payment provider.
5. Further review: If you are not satisfied with the outcome, reply to the same email thread to request a further review of your complaint.
Please contact us before filing a dispute or chargeback with your bank or card issuer so we can try to resolve the issue directly. You retain any rights available to you under applicable law and the rules of your payment provider.
10. Contact Us
For cancellation assistance, refund requests, or billing complaints, contact:
Commons Technologies (SMC-Private) Limited
Business Location: Pakistan
Registered Address: H NO 131/5 ST 16 Awan Chowk Baba Farid Colony, Chungi, Lahore
Email: support@commons.pk
Phone: +92 324 9785408
Website: https://www.commons.pk
We aim to respond to customer inquiries within 48 hours.