Refund Policy

At khelabazar.com, your satisfaction is our highest priority. We provide a wide range of digital products including game top-ups, gift cards, subscriptions, and other online services. While digital products are delivered instantly and often cannot be returned in the traditional sense, we are committed to ensuring that your experience is fair, transparent, and secure. This Refund Policy explains in detail when refunds may be granted, how to request them, and the expected process and timelines for processing.

We understand that purchasing digital products can sometimes present challenges, whether due to technical issues, duplicate payments, or accidental selection. This Refund Policy applies to all users, whether purchasing from Bangladesh or internationally, and is designed to give you clear guidance about your rights and responsibilities, as well as our obligations to provide assistance and resolution.

Introduction

Digital products are fundamentally different from physical goods. Once a game credit is delivered, a subscription is activated, or a gift card code is sent, the product cannot be physically returned. This policy reflects that reality, while also outlining circumstances under which refunds may be necessary, reasonable, and feasible. Our goal is to provide a practical, customer-friendly process that balances digital delivery with fairness and accountability.

Our commitment to transparency is central. Every purchase made on khelabazar.com is protected under this Refund Policy. We strongly encourage all users to read the policy carefully before making purchases. Understanding when refunds are possible, what information is required, and the expected timeline helps prevent misunderstandings and ensures a smooth transaction experience.

We recognize the value of trust when it comes to digital transactions. By clearly explaining refund conditions and procedures, we aim to maintain user confidence and provide peace of mind for every purchase, whether it is a game top-up of $5 or a multi-month subscription.

Eligibility for Refunds

Refunds on khelabazar.com are not automatic for every transaction, due to the nature of digital products. However, certain conditions do qualify for a full or partial refund.

Refunds Typically Approved

1. Technical Failures
   If a purchased product fails to deliver due to system errors on our platform or issues with a payment gateway, refunds are generally approved.

   • Example: You purchased a game top-up worth $20, but your account never received the credits due to a system malfunction. Reporting this issue promptly allows us to verify the problem and refund your payment.

2. Wrong Product Delivery
   If the product delivered is different from what was purchased, a refund is typically approved.

   • Example: You purchased a $50 gift card but received a $25 code. A full or partial refund may be issued upon verification.

3. Duplicate Payments
   Accidental multiple payments for the same product are eligible for refunds.

   • Example: If the payment gateway charged your account twice for a single $10 subscription, the extra charge will be refunded once confirmed.

Refunds Generally Not Available

1. Redeemed Products
   Once a digital product is used or activated, it cannot be refunded.

   • Example: Using part of a gift card or activating a subscription counts as acceptance, and no refund is possible for the used portion.

2. Change of Mind
   Users cannot request refunds solely for personal preference changes after purchase.

   • Example: Purchasing a $10 game top-up and deciding you no longer want it does not qualify for a refund.

3. Incorrect Purchases Not Reported Promptly
   Purchases made outside our platform or using invalid codes cannot be refunded. Timely reporting is essential.

Practical Scenarios for Clarity

We provide these examples so users clearly understand which transactions can be refunded and which are non-refundable.

Payment Gateways & Refund Methods

Refund procedures differ depending on the payment method used. Below is a comprehensive guide for each supported gateway.

Varrient Gateway

• Refunds via Varrient are initiated by our finance team.

• Processing timeline: Typically 3–5 business days.

• Example: You purchase a $20 game top-up using Varrient, but it is not delivered. After approval, your $20 is refunded to your Varrient account within 3–5 days.

bKash, Nagad, Rocket, Upay

• Refunds to mobile wallets require submission of transaction details and wallet information.

• Processing timeline: 2–7 business days, depending on the network.

• Step-by-step process:

  1. Email [email protected] with order ID, transaction ID, and wallet details.

  2. Our team verifies the payment and confirms whether the refund is eligible.

  3. Approved refunds are credited to the user’s wallet. A confirmation email is sent.

• Example: A $15 subscription purchased via bKash that fails to activate will be refunded to your wallet within 3 business days after verification.

Bank Transfers

• Refunds via bank transfer require the following:

  • Account holder name

  • Bank name and branch

  • Account number and routing code (IFSC or equivalent)

• Processing timeline: 5–10 business days.

• Example: You mistakenly purchased a $50 gift card via bank transfer. After submitting the required banking information, the refund is processed to your account within 7 business days.

PayPal and Credit/Debit Cards

• Refunds are returned to the original PayPal account or card used for payment.

• Processing timeline: 5–14 business days, depending on bank/PayPal processing.

• Note: Chargebacks initiated directly with PayPal or the bank may delay the refund process. We encourage contacting [email protected] first.

Practical Notes

• Partial refunds may be issued if only part of a product is affected.

• Users must provide accurate payment details to avoid processing delays.

• Refunds may account for transaction fees depending on the payment gateway.

Refund Request Process

To ensure smooth handling, all refund requests must follow this structured procedure:

Step 1: Submit a Request

• Email [email protected] with:

  • Order ID and transaction ID

  • Payment method used

  • Date of purchase

  • Reason for refund

  • Proof of payment (screenshot, invoice, or confirmation)

Step 2: Review and Verification

• Our team reviews all requests within 48 hours.

• Verification includes:

  • Confirming payment

  • Checking product delivery and activation

  • Ensuring eligibility criteria are met

Step 3: Approval & Processing

• Approved refunds are processed according to the payment method’s timeline.

• Rejected requests are communicated via email with a detailed explanation.

Examples

• Example 1: A $20 game top-up fails to credit your account. After submitting order and payment details, the refund is approved within 2 business days.

• Example 2: A partially used subscription is not refundable. The request is rejected, with a clear explanation sent via email.

Digital Product Refunds

Digital products have unique considerations:

Redeemed Products

• Once redeemed or partially used, refunds are not possible.

• Example: Using part of a $50 gift card cannot be reversed.

Non-Eligible Refunds

• Change of mind, accidental purchases, or mistaken selections do not qualify.

• Example: You accidentally select a $10 subscription instead of $5; no refund is possible.

Eligible Refunds

• Refunds may be granted in cases of technical errors, duplicate payments, or wrong product delivery.

• Example: System delivers the wrong top-up amount; after verification, the difference is refunded.

Subscription Products

• Refunds for subscriptions depend on usage and duration.

• Unused periods may be eligible for partial refunds upon approval.

Processing Time & Communication

• Timelines vary by payment gateway. Refer to the Payment Gateways section for specifics.

• Users are notified via email and, where applicable, the user dashboard.

• Communications include:

  • Approval or rejection of refund

  • Expected date of fund arrival

  • Any additional steps required

Example: A bKash refund takes about 3 business days. Once processed, users receive an email confirmation.

Cancellations & Failed Transactions

Order Cancellations

• Orders may be canceled before delivery/activation.

• Users must contact [email protected] promptly with order details.

Failed or Duplicate Transactions

• Failed transactions or duplicate payments are eligible for refunds.

• Users should provide proof (screenshot or error code) to expedite processing.

Example: An attempted $20 top-up fails due to a network error; the amount is refunded within 2–5 business days.

Contact & Support

For any questions, concerns, or disputes regarding refunds:

• Email: [email protected]

• Address: Dhaka, Bangladesh

Our support team is available to assist with:

• Refund requests and inquiries

• Transaction issues

• Guidance on payment gateways

We encourage users to contact us promptly for quick resolution.