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SAAFRIX

Refund and Cancellation Policy

Last updated

Effective date: [Publication date]

This Refund and Cancellation Policy explains when and how you can cancel a service and get your money back. It is part of our Terms and Conditions and follows the laws of Bangladesh, including the Consumer Rights Protection Act, 2009 and the Digital Commerce Operation Guidelines, 2021.

1. How to cancel or request a refund

  • Contact us using the email address or mobile number you used for the booking. You can also use our hotline or WhatsApp.
  • Include your booking or application reference (for example SFX-V-… or SFX-P-…).
  • The date and time we receive your request are used to work out any cancellation charges.

2. Key principles

  • Money paid to third parties on your behalf is refunded only if, and to the extent that, the third party refunds it to us. This includes embassy fees, airline tickets, hotel deposits and insurance premiums.
  • Our service charge is refundable if we have not yet started work on your service.
  • If we cannot provide a service you have paid for, you get a full refund, including any payment charges, within 10 days. This applies, for example, when we cannot submit your application or a package cannot operate.
  • Payment gateway charges: when you cancel for your own reasons, we may deduct the charges the gateway made for your original payment. We show this deduction clearly.

3. Visa services

  • Before we submit your application: we refund the full amount, less any payment gateway charges.
  • After your application has been submitted to the embassy, consulate or visa centre: the government or embassy fee and our service charge are non-refundable.
  • If your visa is refused: fees paid to the embassy are not refundable, because the decision is the embassy's. If the refusal was caused by our mistake in preparing your application, we will reprocess it free of charge or refund our service charge, whichever you choose.
  • Embassy delays: we cannot refund for delays caused by an embassy or visa centre.
  • False or forged documents: if an application is refused or stopped because of false or forged documents, no refund is due.

4. Travel packages

Unless your booking confirmation states different terms, these charges apply when you cancel:

  • 30 or more days before departure: full refund, less non-refundable costs already paid to suppliers (such as issued air tickets or non-refundable hotel deposits) and payment gateway charges.
  • 15 to 29 days before departure: 50% of the package price is refunded, less non-refundable supplier costs.
  • Less than 15 days before departure, or if you do not show up: no refund.

If we cancel a package, or must make a major change you do not accept, you can choose a full refund within 10 days or an alternative package of similar value. Changes to names or dates depend on supplier rules and may cost extra.

5. Flights and hotels

Airline fare rules and hotel cancellation policies apply. We will tell you the applicable rules before we issue a ticket or confirm a reservation. Once a ticket is issued or a reservation is confirmed, our service charge is non-refundable.

6. Travel insurance

  • Before the policy is issued: full refund.
  • After the policy is issued: the insurer's cancellation terms apply.

7. Manpower services

We do not take online payments for manpower services. Any fee is agreed with you in writing before work starts. Refunds follow that written agreement and the law.

8. Failed and duplicate payments

If money was taken from your account but your booking was not confirmed, or you paid twice by mistake, we refund the full amount, including charges. We refund it within 10 days of the payment, to the payment method you used. Please contact us with your transaction reference if you have not received it.

9. Refund timelines

  • We acknowledge your request within 2 working days.
  • We decide within 7 working days, and tell you the amount and the reason for any deduction.
  • We send approved refunds within 10 days, to the original payment method (card, mobile financial service or bank account). Your bank or mobile wallet may take a few more working days to show the refund in your account.

10. Questions and complaints

If you are unhappy with a refund decision, please contact us first. You also have the right to complain to the Directorate of National Consumer Rights Protection under the Consumer Rights Protection Act, 2009.