Complaints

1. How to make a complaint

To help us resolve it quickly, please include:

• your name and the email address you use for Zimni;
• your organization name;
• the invoice number, if it concerns a payment (for example ZMN-000123);
• what happened, and what you would like us to do.

2. Our timeline

• Within 2 working days: we acknowledge your complaint and give you a reference.
• Within 10 working days: we investigate and send you our resolution.
• If a complaint needs longer (for example, when we are waiting on a bank or payment provider), we tell you why and when to expect an answer.

Refunds agreed as part of a resolution are processed within 14 business days, as set out in our Refund & Cancellation Policy.

3. If you are not satisfied

Reply to our resolution and ask for the complaint to be reviewed by the management of Tkhex LLP. We will send you a final response within 10 working days. If the matter is still not resolved, you may take it to the courts of Lahore, as set out in our Terms of Service. For a disputed card payment, you can also contact the bank that issued your card.