Effective Date: 1 January 2026 | Last Revised: 24 September 2026
At ShanaiBD, we strive to make every booking experience smooth and trustworthy. This Refund Policy outlines the terms under which refunds and cancellations are handled for services booked through our Platform.
Important: ShanaiBD is a discovery platform connecting Clients with independent Vendors. Refund eligibility is governed primarily by the individual Vendor's cancellation terms. ShanaiBD will assist in dispute resolution but is not the merchant of record for vendor services.
1. General Principles
- All Vendors are required to display their cancellation terms on their profile;
- Clients are responsible for reviewing a Vendor's terms before confirming a booking;
- Advance payments, deposits, and booking fees are governed by the Vendor's terms;
- ShanaiBD does not process client-vendor payments; refunds are issued by the Vendor directly;
- ShanaiBD may charge a small platform fee for facilitation, which is separate from vendor payments.
2. Client-Initiated Cancellations
2.1 Standard Timeline
For most services, the following guidelines apply unless the Vendor specifies stricter terms:
| Cancellation Time | Refund Amount |
|---|---|
| 30+ days before event | Full refund minus processing fees |
| 15–29 days before event | 70% refund of advance payment |
| 7–14 days before event | 50% refund of advance payment |
| Less than 7 days before event | No refund |
| On the day of event | No refund |
2.2 Vendor-Specific Terms
Some Vendors may offer more lenient or stricter terms. Their terms take precedence where specified and agreed upon at booking.
3. Vendor-Initiated Cancellations
If a Vendor cancels a confirmed booking, the Client is entitled to:
- A full refund of any advance payment made;
- Assistance from ShanaiBD in finding a suitable alternative Vendor;
- Priority support for a new booking at no additional platform fee.
Vendors who repeatedly cancel confirmed bookings may face account suspension or removal from the Platform.
4. Force Majeure Events
Neither party shall be liable for cancellations caused by events beyond reasonable control, including:
- Natural disasters (floods, cyclones, earthquakes);
- Government restrictions, strikes, or civil unrest;
- Pandemics or public health emergencies;
- Vendor illness or family emergency (with documentation).
In such cases, both parties are encouraged to negotiate a fair resolution, which may include rescheduling, credit notes, or partial refunds.
5. How to Request a Refund
5.1 Submit Your Request
Contact our support team within 7 days of the cancellation with:
- Your booking ID;
- Reason for cancellation;
- Any supporting documentation (if applicable);
- Preferred refund method.
5.2 Contact Channels
- Email: refunds@shanaibd.com
- Support ticket: Through your account dashboard;
- Phone: +880 1787 811434 (business hours).
5.3 Review Process
Refund requests are reviewed within 3–5 business days. You will receive an email confirmation once your request has been processed.
6. Refund Processing & Timelines
Once approved, refunds are processed as follows:
| Payment Method | Processing Time |
|---|---|
| bKash / Nagad | 3–5 business days |
| Bank Transfer | 5–7 business days |
| Credit / Debit Card | 7–10 business days |
| Cash (in-person) | Same day or next business day |
Refunds are issued in the same currency and to the same payment method used for the original transaction, wherever possible.
7. Non-Refundable Items
The following are generally non-refundable unless required by law:
- Custom-made or personalized items (e.g., wedding cards, custom décor);
- Consultations and planning fees already rendered;
- Non-refundable vendor deposits (e.g., venue deposits);
- Services already delivered or in-progress;
- Platform fees and processing charges;
- No-shows on the event day.
8. Partial Refunds
In some cases, a partial refund may be issued based on:
- The proportion of services already delivered;
- Non-recoverable costs incurred by the Vendor (e.g., materials purchased);
- Agreed contract terms between Client and Vendor.
9. Chargebacks
Initiating a chargeback without first contacting us may result in:
- Account suspension pending resolution;
- Permanent removal from the Platform for abuse;
- Legal action to recover disputed amounts if the chargeback is found to be fraudulent.
We strongly encourage contacting our support team before initiating a chargeback.
10. Dispute Resolution
If you disagree with a refund decision:
- Step 1 — Internal Review: Request escalation to a senior support manager within 14 days;
- Step 2 — Mediation: If unresolved, both parties may agree to third-party mediation;
- Step 3 — Legal Action: As a last resort, disputes may be referred to the courts of Dhaka, Bangladesh, in accordance with our Terms & Conditions.
11. Special Cases
11.1 Service Quality Issues
If a service is not delivered as agreed, you may be eligible for a partial or full refund. Claims must be submitted within 48 hours of the event with photographic or documented evidence.
11.2 Vendor No-Show
If a Vendor fails to appear, you are entitled to a full refund plus assistance finding a replacement Vendor.
11.3 Duplicate Bookings
Accidental duplicate bookings made within 24 hours qualify for a full refund of the duplicate charge.
12. Policy Updates
ShanaiBD may update this Refund Policy at any time. Material changes will be communicated via email or a prominent notice on the Platform. Continued use after changes constitutes acceptance.
13. Contact Us
For refund-related questions or assistance, contact us at:
- Email: refunds@shanaibd.com
- Phone: +880 1787 811434
- Support Portal: Available through your account dashboard
- Address: ShanaiBD, Dhaka, Bangladesh
Our goal is fairness and transparency. If you have concerns about a booking or refund, please reach out — we are here to help.
