Trust & Safety

Every vendor and provider account starts in a Pending state. A pending account cannot appear as an eligible provider in search results or accept jobs until the required verification process has been completed.

Our admin team reviews the information submitted by providers, which may include CNIC information, identity documents, profile information and relevant business or trade details.

The GhrFix verified badge indicates that the account has passed the platform's required verification review. It does not mean that GhrFix guarantees the outcome of every individual job.

Verification is designed to provide customers with additional confidence when choosing a professional. It helps us confirm that the person or business operating the account has submitted the required information for review.

After a completed order or service booking, customers may be able to leave a rating and written review based on their experience.

Ratings and reviews may be displayed publicly on the relevant vendor or provider profile and may be considered when determining ranking, visibility or eligibility for future jobs.

Reviews should be honest and based on an actual experience. Fake reviews, manipulation, threats, harassment or other attempts to artificially influence ratings may result in account action.

Customers should verify the professional's identity and profile information when they arrive for a job. If something appears suspicious, unsafe or materially different from the booking, customers should pause the interaction and contact GhrFix support.

• Keep important communication within the platform whenever possible.
• Confirm the professional and service details before work begins.
• Do not share passwords, OTPs or other account security codes.
• Report suspicious behaviour or unsafe situations as soon as possible.

If a provider behaves unprofessionally, misrepresents pricing, requests inappropriate payment, damages property, behaves aggressively or otherwise makes you feel unsafe, report the incident to GhrFix.

You can use the in-app support option or contact us by email at support@ghrfix.com.

Reports are reviewed by the GhrFix admin team. Depending on the circumstances, we may review booking information, account activity, customer feedback and other available information.

Where appropriate, GhrFix may contact the customer or provider for additional information before making a decision.

Depending on the severity and evidence available, actions may include warnings, additional verification, temporary suspension, permanent removal from the platform or rejection of a provider account.

The GhrFix Emergency feature is intended for urgent home-service situations where a prompt response may be required, including urgent electrician, plumber and gas-related requests.

Misuse of the Emergency feature for non-urgent requests may result in account restrictions.

Providers using GhrFix are expected to behave professionally, communicate honestly, respect customer property and follow applicable laws and safety requirements relating to their trade.

Providers must not use the Platform to harass customers, misrepresent qualifications, manipulate ratings, commit fraud or engage in unsafe or unlawful activity.

Providers are also responsible for ensuring that they have the appropriate skills, tools, licences or permissions required for the work they agree to perform.

GhrFix may temporarily restrict or suspend an account while an incident, complaint or policy violation is being reviewed.

Serious or repeated violations may result in permanent removal from the Platform.

Where appropriate, GhrFix may also require additional identity or account verification before restoring access.

If you believe that an account suspension, restriction or provider decision was made in error, you may contact GhrFix support and request a manual review.

Include your account information, relevant order or booking reference and any information that you believe may help us understand the situation.

Appeals are reviewed based on the available information and the applicable GhrFix policies.

GhrFix may investigate activity that appears fraudulent, deceptive or intended to manipulate the Platform.

This can include fake accounts, fake reviews, payment abuse, repeated fraudulent refund requests, identity misuse, referral manipulation or attempts to bypass platform restrictions.

Accounts involved in such activity may be restricted or removed from the Platform.

Trust and safety investigations may require us to review information associated with an order, booking or account. We handle personal information according to our Privacy Policy.

We aim to share only information that is reasonably necessary to facilitate a service, investigate an incident or operate and protect the Platform.

GhrFix provides a platform for connecting customers with independent vendors and service professionals. Verification, ratings and safety processes are intended to reduce risk, but they cannot guarantee that every interaction or service will be completely free from problems.

Customers should use reasonable care when inviting any professional into their home and should report concerns promptly so that GhrFix can investigate them.

If you have experienced a safety issue, inappropriate behaviour, suspected fraud or another serious concern, contact us as soon as possible.