Refund Policy

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

Effective date: 18 July 2026 Operated by: Tawakkul Distribution, House 01, Road 5, Block H, Eastern Housing, Mirpur 12, Dhaka, Bangladesh. Contact: supportqafila@gmail.com · 01717505001

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 are non-refundable

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's request is nullified or cancelled, or where the Pilgrim accepts a different Agency's bid. Placing a bid consumes the token regardless of outcome.

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 at 300 BDT per day (plus 15% VAT) 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. VAT

15% VAT applies to every token and advertising purchase and is shown separately before payment. Where a refund is issued as required by law or under Section 6, it is handled in accordance with the applicable tax rules in force at that time.

9. How refunds are paid

Payments are processed by third-party payment gateways (including AamarPay). 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 01717505001 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 — Tawakkul Distribution, House 01, Road 5, Block H, Eastern Housing, Mirpur 12, Dhaka, Bangladesh Email: supportqafila@gmail.com Phone / WhatsApp: 01717505001