Refund Policy

This policy summarises and is governed by Sections 5 and 8 of the Qafila.com.bd Terms and Conditions; where this policy and the Terms differ, the Terms prevail.

Effective date: 18 July 2026 Qafila.com.bd, trade licence number TRAD/DNCC/004998/2026, House 01, Road 5, Block H, Eastern Housing, Mirpur 12, Dhaka, Bangladesh. Contact: supportqafila@gmail.com · 01349761617

This policy explains what is and is not refundable on Qafila. It covers only the money paid to Qafila — that is, Agency token purchases and advertising placements. It does not cover trip payments.

1. Trip payments are outside Qafila

All payments for the trip itself — packages, flights, accommodation, visas, or any other travel service — are made directly between the Pilgrim and the Agency, outside the Platform. Qafila does not collect, hold, process, or refund trip payments, and this Refund Policy does not apply to them. Any refund of trip money is a matter solely between the Pilgrim and the Agency.

2. What tokens are

Tokens are prepaid platform credits used by Agencies to place bids. Tokens are not money, e-money, or a financial instrument. They have no cash value, cannot be transferred between accounts, and cannot be exchanged for cash.

3. Tokens spent on bids

Each bid costs 1 token, deducted when the bid is placed. Tokens spent on bids are not refundable — including where a bid does not win, where the Pilgrim accepts a different Agency's bid, and where the request closes with no bid accepted at all. Placing a bid consumes the token regardless of outcome.

This follows from what the token buys. For requests posted on or after 10 August 2026, placing a bid releases the Pilgrim's name and mobile number to the Agency immediately, whether or not that bid is later accepted (Terms, Section 4). The Agency receives what it paid for at the moment it bids, and keeps it however the request ends.

Requests posted before 10 August 2026 keep the earlier terms. Under those terms contact details were exchanged only on acceptance, so where such a request received at least one bid and closed without any bid being accepted — because the decision window lapsed or the Pilgrim declined all bids — every Agency that bid on it was refunded 1 token automatically, credited back to its wallet and recorded in the token ledger. Which set of terms applies is fixed for the life of each request by the consent recorded when it was posted, and is never changed retrospectively.

Refunds outside these rules are made only under Section 6.

4. Unspent tokens

Unspent tokens are not refundable, except:

where a refund is required by applicable law; or
where a refund or reversal is made under our fraud and enforcement process (see Section 6).

5. Promotional (free) tokens

New Agencies receive 10 free promotional tokens once, upon first registration. Promotional tokens carry no cash value, are never redeemable for cash, and are never refundable.

6. Fraud, enforcement, and reversals

Pilgrims may report suspected fraud by an Agency through the Platform. Qafila's administrators decide, at their sole discretion, what action to take.
Where Qafila reasonably suspects fraud, document forgery, abuse, or a breach of the Terms, it may suspend, terminate, withhold bidding access from, or freeze an Agency. As part of freezing an Agency, Qafila may reverse recent token effects and process refunds consistent with its internal fraud policy.
Any such reversal or refund is made at Qafila's discretion in line with that policy and does not create a general right to a refund in other circumstances.

7. Advertising placements

Advertising placements are a delivered service, purchased by the day at the rate published at qafila.com.bd/pricing, for the days chosen. Once an advertising campaign has started running, the amount paid for it is not refundable, save where a refund is required by law or made under Section 6.

8. Tax

Where tax applies to a token or advertising purchase it is shown as a separate line before payment and is included in the total payable; where it does not, the total shown before payment is the full amount payable. A refund reflects what was actually charged on that purchase, including any tax charged on it, and is handled in accordance with the tax rules in force when the purchase was made. A later change to what is taxable, or to the rate, does not alter a purchase already made.

9. How refunds are paid

Payments are processed by third-party payment gateways (including SSLCommerz). Where a refund is due under this policy, it is returned through the original payment method wherever possible. Qafila does not store your card details. Refunds may take time to appear depending on your bank or gateway.

10. How to request a refund

If you believe you are entitled to a refund under this policy, contact us at supportqafila@gmail.com or 01349761617 with your registered phone number and the transaction reference. We will review the request against this policy and the Terms.

11. Changes to this policy

Qafila may change token prices, bundles, promotions, and this Refund Policy prospectively, with notice on the Platform. Continued use after the effective date constitutes acceptance.

12. Contact

Qafila.com.bd, trade licence number TRAD/DNCC/004998/2026, House 01, Road 5, Block H, Eastern Housing, Mirpur 12, Dhaka, Bangladesh Email: supportqafila@gmail.com Phone / WhatsApp: 01349761617