Refund & Cancellation Policy Last Updated: November 30, 2025
Version 1.0.0
1. Turf Booking Cancellations 1.1 Cancellation by User 24+ Hours Before Booking
Full refund (100% of booking amount) Processing time: 3-5 business days Refund to original payment method 12-24 Hours Before Booking
Partial refund (50% of booking amount) Processing time: 3-5 business days Refund to original payment method Less than 12 Hours Before Booking
No refund available Booking amount is non-refundable Contact support for exceptional cases No-Show Policy
No refund for missed bookings No reschedule available Multiple no-shows may restrict future bookings 1.2 Cancellation by Turf Owner If a turf owner cancels your confirmed booking:
Full Refund: 100% of booking amount within 24-48 hoursCompensation: 10% extra credit to your wallet (up to 500 BDT)Priority Rebooking: First access to alternative slotsSupport Assistance: Dedicated help to find alternative turfs1.3 Weather-Related Cancellations In case of severe weather conditions that make playing unsafe:
Rain/Storm: Full refund or free reschedule within 7 daysExtreme Heat: Discretionary refund based on official warningsNatural Disasters: Full refund + 15 days reschedule optionWeather cancellations must be initiated before booking time. Post-booking cancellations are not eligible.
2. Product Returns & Refunds 2.1 Return Eligibility Products can be returned within 7 days of delivery if:
Product is unused, unwashed, and in original condition Original packaging and tags are intact Product was not on sale/clearance (unless defective) No visible signs of wear or damage 2.2 Non-Returnable Items The following items cannot be returned:
Personal care products (water bottles, towels, grips) Custom or personalized items Sale/clearance items (unless defective) Digital products or gift cards Items without original packaging 2.3 Return Process Step 1: Request Return
Go to "My Orders" in the app Select the order and click "Return Item" Choose reason for return Upload photos if product is defective Step 2: Approval (1-2 business days)
We review your return request You'll receive approval or rejection via email If approved, you'll get return instructions Step 3: Ship Product
Pack item securely in original packaging Schedule pickup or drop at collection point Track return shipment status in app Step 4: Inspection & Refund (3-7 days)
We inspect the returned product Refund processed if item meets criteria You'll receive confirmation email 2.4 Refund Options Store Credit (Fastest)
Instant credit to wallet 110% of product value No expiry date Use for any purchase Original Payment Method
5-7 business days 100% of product value Bank/card processing fees may apply Refund to source 3. Defective or Wrong Products 3.1 Quality Issues If you receive a defective or damaged product:
Immediate Reporting: Contact us within 24 hours of deliveryPhoto Evidence: Provide clear photos of the defectFull Refund: 100% refund or free replacementReturn Shipping: We cover all return shipping costsExpress Processing: Priority handling within 24-48 hours3.2 Wrong Item Delivered If you receive the wrong product:
Full refund + free correct item shipped Return shipping covered by TurfLet Option to keep wrong item at discounted price (if applicable) 10% compensation credit for inconvenience 4. Payment Method Refunds 💳 Credit/Debit Card
Refund time: 5-7 business days. Amount appears on statement within 1-2 billing cycles.
📱 Mobile Banking (bKash, Nagad, Rocket)
Refund time: 3-5 business days. Credited directly to mobile wallet.
💵 Cash on Delivery
Refund via bank transfer or mobile banking. Requires account details. Processing: 5-7 days.
👛 TurfLet Wallet
Instant credit. Available immediately for future purchases. Fastest refund option.
5. Exchanges 5.1 Size Exchanges Free exchanges available for clothing and footwear:
One-time free exchange within 7 days Must be unworn and in original condition Subject to availability of new size We cover shipping for exchanges 5.2 Color Exchanges Color exchanges allowed if product is significantly different from photos. Return shipping costs apply unless the color mismatch is our error.
6. Special Circumstances 6.1 Emergency Cancellations We understand emergencies happen. Contact support for consideration:
Medical emergencies (medical certificate required) Accidents or injuries Family emergencies Natural disasters Each case is reviewed individually. Documentation may be required.
6.2 Group Booking Cancellations 5+ members: Extended cancellation to 48 hours (50% refund) 10+ members: Extended cancellation to 72 hours (full refund) Contact support for custom group arrangements 7. Promotional Credits & Discounts Promotional credits are non-refundable Only the amount paid in cash/card is refunded Used coupons are not restored after refund Loyalty points used are restored to your account 8. Refund Processing Fees Bank Transfer Fees: 2% processing fee (minimum 50 BDT, maximum 200 BDT)
International Cards: 3% processing fee
TurfLet Wallet: No processing fees
9. Contact Support For refund inquiries or assistance with cancellations:
Email: [email protected]
Support: [email protected]
Phone: +880-1751-010966 (10 AM - 8 PM, 7 days)
In-App Support: Go to "Help & Support" in the app
Response Time: Within 24 hours
10. Policy Updates We reserve the right to modify this refund policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of TurfLet after changes constitutes acceptance of the updated policy.