Terms of Service

Kampay provides a two-sided marketplace that allows customers to book verified professionals for home services — such as cleaning, cooking, plumbing, electrical work, painting, babysitting, driving, home care, gardening, and fitness training — and allows professionals to find work, receive payments securely through escrow, and access optional insurance benefits.

Your use of the Platform constitutes acceptance of these Terms. You accept these Terms by: (a) creating an account; (b) ticking any acceptance box; (c) booking or providing a service; or (d) otherwise using the app or website. If you accept these Terms on behalf of a company or other legal entity, you represent that you have authority to bind that entity, in which case "you" refers to that entity.

We may revise these Terms from time to time as described in Section 17. The date at the top of this page shows when these Terms were last updated. We reserve the right to refuse service to anyone for reasons permitted by law, including suspected fraud or a failed verification.

In these Terms, the following capitalized terms have the meanings given below:

• Platform means the Kampay mobile application, the kampay.com.pk website, and any related software, features, and services operated by Kampay.
• Customer means a user who books, or seeks to book, a home service through the Platform.
• Professional means a user who offers and provides home services through the Platform after completing our verification process.
• Booking means a request for a service, scheduled through the Platform, between a Customer and a Professional — whether a standard booking or a custom job agreed through the Platform.
• Start Code means the unique code generated by the Platform for each Booking, which the Professional enters on arrival to officially begin the service, as described in Section 6.
• Escrow means the arrangement under which payments made by Customers for a Booking are captured and held by or on behalf of Kampay (including through our payment partners) and released to the Professional only after the Customer confirms completion, as described in Section 7.
• Commission means the platform fee of ten percent (10%) of the Professional's gross earnings on each completed Booking, as described in Section 7.
• KYC means our six-step know-your-customer verification process for Professionals, described in Section 5.

You must be at least eighteen (18) years of age and legally capable of entering into a binding contract to use the Platform. By creating an account, you represent and warrant that you meet these requirements.

You agree to provide accurate, complete, and current information at all times — including your name, phone number, address, and (for Professionals) all KYC information — and to keep your account details up to date. You may register using your mobile phone number, and you are responsible for maintaining the security of the one-time passwords (OTPs) and the personal identification number (PIN) used to access your account.

You may hold only one account per person. Sharing account credentials, OTPs, or PINs with any other person is prohibited. You are solely responsible for all activity that occurs under your account, whether or not you authorized it. If you suspect any unauthorized access to your account, you must notify us immediately at support@kampay.com.pk.

Kampay is a marketplace. We facilitate the matching of Customers with Professionals, provide payment infrastructure (including Escrow), conduct KYC and other verification, offer in-app communication and booking tools, and provide dispute-resolution support. Except for the obligations expressly set out in these Terms, Kampay is not a party to the agreement between a Customer and a Professional regarding the service itself.

Professionals on the Platform are independent contractors, not employees, agents, workers, partners, or joint venturers of Kampay. Nothing in these Terms creates an employment or agency relationship between Kampay and any user. Professionals decide when and whether to accept Bookings, control the manner and method of their work, use their own tools and materials unless agreed otherwise with the Customer, and are solely responsible for their own taxes, social security contributions, licenses, and any other obligations arising from their trade.

Accordingly, Professionals are not entitled to any salary, benefits, or entitlements from Kampay as an employer, except for the optional insurance coverage described in Section 10, which Professionals enroll in and pay for themselves. Customers understand that the service is delivered by the Professional, and Kampay's role is limited to facilitating trust, payment protection, verification, and support.

Safety is at the core of Kampay. Before a Professional can accept Bookings, they must complete our six-step KYC process:

• CNIC verification — images of the Computerized National Identity Card, front and back, are submitted and checked;
• Selfie match — a live selfie is captured and matched against the CNIC photograph to confirm identity;
• Service selection — the Professional selects the service categories they wish to offer, which we review and approve;
• Police verification certificate — a valid police verification certificate is obtained and assessed;
• Reference checks — two references provided by the Professional are contacted and checked; and
• Location pinning — the Professional's service area is pinned and verified on the map.

Approval of any Professional application is at our sole discretion, and we may approve, reject, limit, or condition approval (for example, to specific service categories or areas) at any time. A failed or fraudulent verification attempt — including forged, altered, borrowed, or reused documents, or a selfie that does not match the CNIC — will result in suspension or permanent removal from the Platform, forfeiture of pending payouts related to fraudulent activity, and, where appropriate, reporting to the relevant authorities.

Professionals must keep all KYC information current and accurate, and must promptly — and in any event within seven (7) days — inform us of any material change, including an expired CNIC, a change of address or service area, or any criminal charge or conviction. We may re-verify any Professional at any time.

Customers can browse service categories, compare verified Professional profiles, ratings, and reviews, and book a Professional for a chosen time slot, or post a custom job and receive offers from interested Professionals. Once a Booking is confirmed, both parties receive the booking details, and can chat in-app to coordinate.

Every Booking generates a unique Start Code, visible to the Customer in the app. The Start Code is the trust anchor of every job: the Professional enters the code on arrival at the Customer's premises, which officially starts the service and the associated time tracking. The Customer controls when the work begins (by sharing the Start Code) and when it ends (by confirming completion in the app). Customers must not share the Start Code before the Professional has arrived, and Professionals must not begin work, or bill time, without entering the valid Start Code.

Accurate time tracking is essential. For hourly Bookings, time tracked between the Start Code entry and the Customer's confirmation of completion is the basis for billing. Professionals commit to arriving within the scheduled time slot, and Customers agree to provide reasonable access to the premises, utilities, and any information needed to perform the service. If either party anticipates a delay, they should inform the other through in-app chat or support.

Customers can pay for Bookings through JazzCash, Easypaisa, debit or credit card, or — where available — cash. For electronic payments, funds are captured at the time of Booking (or as offered for custom jobs) and held in Escrow. Cash Bookings are recorded in the app, with the platform fee settled from the Professional's wallet balance.

Funds held in Escrow are released to the Professional after the Customer confirms completion of the service in the app. Kampay charges a Commission of ten percent (10%) of the Professional's gross earnings on each completed Booking, which is deducted before the remaining balance is credited to the Professional's Kampay wallet. Customers pay no separate booking fee beyond the displayed service price.

Professionals may request a payout of their available wallet balance at any time through the app. Payout requests are typically processed within three (3) business days, subject to the chosen payout method, banking hours, public holidays, and applicable fraud and security checks. All amounts are payable in Pakistani Rupees (PKR). Professionals are responsible for their own tax obligations, and we may withhold or report taxes as required by applicable law.

Plans change, and we try to be fair to both sides. Unless a Booking states otherwise, the following applies:

• By the Customer, more than 4 hours before the scheduled start: full refund of any amount held in Escrow.
• By the Customer, within 4 hours of the scheduled start: a late-cancellation deduction of up to twenty percent (20%) of the Booking value may apply, as compensation for the Professional's reserved time and travel; the remainder is refunded.
• No-access: if the Professional arrives within the scheduled slot and cannot access the premises or reach the Customer, a no-access deduction of up to twenty percent (20%) of the Booking value may apply.
• After the job has started: once the Start Code has been entered, ending the Booking is treated as completing it, and billing applies for the time worked.
• By the Professional: if a Professional cancels an accepted Booking, the Customer receives a full refund of any Escrowed amount, and we will, on request, help rebook with another verified Professional. Repeated cancellations by a Professional affect their rating and standing on the Platform.

Where a service is not rendered, the Escrowed amount is refunded to the Customer. Refunds are returned to the original payment method where possible; the time for a refund to appear depends on the payment provider. Bookings can be rescheduled free of charge through the app up to four (4) hours before the scheduled start, subject to the Professional's availability.

If something goes wrong, we are here to help. Either party may file a dispute in-app within seven (7) days of the Booking. Disputes should include all relevant evidence, such as photographs, in-app chat history, the Start Code record, and a description of the issue. While a dispute is being investigated, the relevant Escrowed funds are held and are not released.

We review the evidence submitted by both sides and aim to resolve disputes within seven (7) to fourteen (14) business days. Our decision — including any refund, partial refund, or release of funds — is based on the evidence available and is final with respect to the Platform, subject to any rights you may have under applicable law.

Chargeback fraud is prohibited. Because Escrow and in-app dispute resolution exist to protect Customers, initiating a chargeback or payment reversal with your bank, mobile wallet, or card issuer without first filing a dispute through the app — or after a dispute has been decided — may be treated as fraud. This can result in account suspension, retention of pending payouts to offset the reversal, and recovery of any amounts owed.

Financial inclusion matters to us. Professionals who have completed at least ten (10) jobs on the Platform become eligible to enroll in optional accident and liability insurance, provided together with our third-party insurer partner. Coverage is optional, paid for by the Professional, and automatically renews monthly with the premium deducted from the Professional's wallet balance.

• Basic — PKR 500/month: coverage up to PKR 50,000, with a PKR 5,000 accident deductible and a PKR 2,500 liability deductible.
• Standard — PKR 1,200/month: coverage up to PKR 200,000, with a PKR 10,000 accident deductible, a PKR 5,000 liability deductible, and a PKR 3,000 tool-damage deductible.
• Premium — PKR 2,500/month: coverage up to PKR 500,000, with a PKR 15,000 accident deductible, a PKR 7,500 liability deductible, a PKR 5,000 tool-damage deductible, and 7-day income protection.

To make a claim, the Professional should notify us through the app or at support@kampay.com.pk as soon as possible after an incident and in any event within forty-eight (48) hours. Claims are assessed and settled by the insurer partner in accordance with the applicable policy terms, and the deductibles above apply to approved claims.

Kampay facilitates enrollment and claims handling but is not the insurer. The insurance is governed by the policy issued by the insurer partner, whose terms prevail in the event of any conflict with this summary. Worker insurance is not a substitute for personal health, life, or disability insurance.

Transparent, verified feedback keeps the marketplace honest. Only users who have completed a Booking through the Platform can leave a rating or review for that Booking — which means every review on Kampay reflects a real, paid, and tracked job. Reviews may be criteria-based (for example punctuality, quality of work, professionalism, and communication) as well as overall.

You agree not to post content that is defamatory, abusive, threatening, discriminatory, fraudulent, or otherwise unlawful, or that contains another person's personal information. Reviews must reflect your genuine experience.

We may edit for length or clarity, decline to publish, or remove any review that violates these Terms or our content guidelines, including reviews that appear retaliatory, coerced, incentivized off-platform, or fake. Ratings affect visibility and standing on the Platform.

You may use the Platform only for lawful purposes. You must not:

• take payments, or make or accept payments, off-platform in order to evade Escrow, the Commission, or any other protection or obligation under these Terms;
• commit or attempt fraud, including fake Bookings, fake reviews, misrepresentation of services or identity, or manipulation of ratings;
• impersonate any person or entity, or use another person's identity, CNIC, account, or documents;
• harass, threaten, abuse, stalk, or discriminate against any user, or use profane or hateful language in chat, reviews, or profile content;
• offer or perform illegal, dangerous, or unlicensed services, or services outside your approved categories as a Professional;
• scrape, crawl, spider, or harvest data from the Platform, or use bots, scripts, or automated tools to access it, except with our prior written consent;
• reverse engineer, decompile, disassemble, or attempt to extract the source code of the app or Platform, or circumvent any security or technical protection measure;
• collect, store, or misuse personal data of other users, such as phone numbers, addresses, or photographs, obtained through the Platform.

Violations may result in immediate suspension or termination, forfeiture of amounts related to the violation, and reporting to authorities where required or permitted.

The Platform — including its software, code, design, databases, graphics, logos, and the Kampay name and trademarks — is owned by Kampay and its licensors and is protected by intellectual property laws. Subject to your compliance with these Terms, we grant you a limited, revocable, non-exclusive, non-transferable, non-sublicensable license to access and use the Platform for its intended purpose. You may not copy, modify, distribute, sell, or create derivative works from the Platform without our prior written consent.

You retain ownership of content you submit to the Platform, such as review text and photographs, listing content, and profile information. You grant Kampay a worldwide, royalty-free, transferable, and sublicensable license to host, store, use, reproduce, adapt, and display that content — including CNIC images, selfies, and other KYC data — solely as needed to operate, verify, secure, and improve the Platform, to provide insurance enrollment and claims where applicable, and to display reviews and public profile content within the Platform. You represent that you have the rights needed to submit any content you post.

The Kampay name, logo, and brand assets may not be used without our prior written permission. If you send us feedback or suggestions about the Platform, you grant us a perpetual, irrevocable, royalty-free license to use that feedback without restriction or attribution.

The Platform is provided on an as-is and as-available basis, to the maximum extent permitted by applicable law. While we work hard to keep Kampay reliable, we do not warrant that the Platform will be uninterrupted, timely, secure, or error-free, or that any Booking request will be accepted or completed.

Our six-step KYC process, the Start Code system, Escrow, and insurance are designed to reduce risk — but verification reduces, and does not eliminate, risk. Customers remain responsible for their own judgment, household circumstances, children, valuables, and premises. Third-party services connected to the Platform — including JazzCash, Easypaisa, card processors, and our insurer partner — are governed by their own terms, and we are not responsible for their acts or omissions beyond the facilitation we provide.

Nothing in these Terms excludes or limits any statutory right that cannot lawfully be excluded or limited under the law of Pakistan.

To the maximum extent permitted by applicable law, Kampay's total aggregate liability arising out of or relating to a Booking, a service provided through the Platform, or otherwise in connection with the Platform shall not exceed the total amounts paid or payable through the Platform in respect of the relevant Booking.

To the maximum extent permitted by applicable law, neither party shall be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, goodwill, or data, arising out of or in connection with these Terms or the Platform.

These limitations do not apply to liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or to any other liability that cannot be excluded or limited under the law of Pakistan.

We may suspend or restrict your access to the Platform, in whole or in part, immediately and without prior notice if: you breach these Terms (including the Acceptable Use rules in Section 12); your KYC verification fails or is found to be fraudulent; we suspect fraud, illegal activity, or a risk to the safety of other users or the Platform; or we are required to do so by law.

You may stop using the Platform and close your account at any time through the app or by contacting support. Upon termination: (a) ongoing Bookings will be handled with reasonable efforts to protect both parties, and Escrowed funds are applied per Sections 7 to 9; (b) Professionals' earned wallet balances remain payable, subject to lawful deductions, pending disputes, set-offs, and our payout process; and (c) licenses and access rights granted under these Terms end.

Sections that by their nature should survive termination — including amounts owed, definitions, intellectual property, disclaimers, limitation of liability, suspension and termination, changes, and governing law — survive the termination of these Terms or your account.

We may update these Terms from time to time to reflect changes in our services, the law, or how we operate. Where a change is material, we will notify you in-app and/or by email before the change takes effect, where practicable, and update the date at the top of this page.

Your continued use of the Platform after the effective date of a change constitutes acceptance of the updated Terms. If you do not agree to the updated Terms, you should stop using the Platform and may close your account. Prior versions are available on request at support@kampay.com.pk.

These Terms, and any dispute or claim arising out of or in connection with them or the Platform, are governed by and construed in accordance with the laws of the Islamic Republic of Pakistan, without regard to conflict-of-law rules.

Subject to Section 9 (Disputes & Chargebacks), the courts of Lahore, Punjab, Pakistan shall have exclusive jurisdiction over any dispute arising from or in connection with these Terms.

Questions about these Terms? We would love to hear from you. You can reach us at support@kampay.com.pk or on our helpline at 0328-1369034 (Mon – Sat, 8:00 AM – 8:00 PM). Kampay, Lahore, Pakistan.

You might also find our Privacy Policy helpful — it explains exactly what data we collect, why, and the control you have over it.