Return and refund policy

বাংলা সংস্করণ

Both versions have equal effect; if they differ, the one more favourable to you applies.

Government guidelines

Travelquick follows the Digital Commerce Operation Guidelines 2021 of the Ministry of Commerce, the Consumer Rights Protection Act, 2009, Bangladesh Bank's rules on digital payments and refunds, and the Bangladesh Travel Agency (Registration and Control) Act, 2013 and its rules, as amended from time to time. Where anything on this page conflicts with them, or they give you a better right, the government guideline or law applies.

What a "return" means for travel services

Travelquick sells travel services delivered electronically, not physical goods, so there is nothing to send back. A "return" means cancelling a booking and, where the rules allow, receiving a refund.

How to request a cancellation

Request a cancellation from your booking in your account, or in your booking conversation. We submit your request to the airline, hotel or other supplier within 1 working day. A booking is cancelled only when the supplier confirms it, and we tell you when that happens; until then, keep your travel documents and do not treat the booking as cancelled.

Whether you are refunded

What you get back depends on the fare or rate rules shown to you before you paid, which are set by the supplier and kept with your booking.

• Refundable bookings: you receive what the supplier refunds, less the deductions below.
• Non-refundable bookings: the supplier does not refund the fare or rate. Some non-refundable fares still return certain taxes; where that is possible, we claim them for you.
• After the travel date or a no-show: refunds are usually limited or unavailable under the supplier's rules.

Visa assistance

• The Travelquick visa service fee pays for our service: checking your documents, preparing your checklist, and supporting your appointment and submission. Once that service has been performed, the fee is not refunded, whatever the embassy or authority decides. The visa decision is not ours.
• If we do not perform the service, the fee is refunded in full.
• Embassy, consulate or visa-centre fees are passed through at cost. If your application is never submitted, they are refunded in full, less any part the embassy or visa centre itself does not return.

Deductions

From a refund for a cancellation you asked for, we may deduct only:

1. the supplier's cancellation penalty or fee, and
2. a Travelquick service fee, if it was shown to you as non-refundable before you paid.

Payment gateway charges are never deducted from a refund.

If we cannot provide your booking

If a booking cannot be completed after you have paid — for example because the fare or room is no longer available — we tell you within 24 hours of finding out. If a comparable alternative exists we offer it, with any price difference shown clearly, and you choose whether to accept it. If you decline, if there is no alternative, or if you do not answer within the time stated in the offer (24 hours unless we agree otherwise), you receive a full refund of everything you paid, service fee included, with no deductions. A reservation payment on a booking that cannot go ahead is refunded in full in the same way.

How you are refunded

Refunds go back to the payment method you used — the same card, bank account or mobile wallet — through our payment gateway. We cannot refund to a different account or in cash.

When you get your money

• We start the refund within 72 hours of the supplier confirming the refund amount for a cancellation you asked for, of you declining an alternative (or the time to answer ending), or of us confirming that no alternative exists.
• If we cannot provide your booking, we start a full refund no later than 7 days after your payment, even if the supplier has not yet responded.
• After we start it, your bank or mobile wallet provider usually credits it within 5 to 10 working days; mobile wallet refunds are often faster, and a card refund may appear on your next statement depending on the bank that issued the card.
• For cancellations you ask for, the supplier — an airline, for example — must approve the refund before we can start it. That step is outside our control and can take several weeks with some airlines; you can follow it in your account.

Partial refunds

A refund can be partial — when only some travellers, flights, nights or services are cancelled, when deductions apply, or when the supplier refunds only part of the price. Your booking shows the amount refunded; ask us and we will send you the breakdown.

Following your refund

Each booking in your account shows its cancellation and refund status, the amount and the date the refund was started.

Complaints

1. Contact us at support@travelquick.ai or +880 9697-491887 with your booking reference. We acknowledge complaints within 24 hours and resolve them, or tell you the resolution, within 72 hours.
2. If you are not satisfied and you are a consumer in Bangladesh, you can complain to the Directorate of National Consumer Rights Protection (DNCRP) under the Consumer Rights Protection Act, 2009: hotline 16121, or dncrp.gov.bd. A complaint under the Act should be made within 30 days of its cause, with your receipt.