Refund Policy

Thank you for using Chithi.me. We want you to feel confident about every purchase you make with us. This policy explains when and how refunds are issued for purchases made through the Chithi.me app and the Chithi.me Marketplace. All payments are processed securely through SSLCOMMERZ.

Chithi.me offers two kinds of purchases, and the rules differ for each:

• Digital purchases — in-app paid features that are delivered instantly, such as unlocking a sender's identity or buying Chithi credits.
• Gift orders — physical gifts purchased through the Chithi.me Marketplace and delivered to a recipient.

1. Digital Purchases

• Digital features are delivered and used instantly, so they are generally non-refundable once delivered to your account.
• We will, however, issue a refund or an equivalent credit if:
  • you were charged but the feature was not delivered due to a technical error;
  • you were charged more than once for the same purchase (duplicate transaction); or
  • a transaction is confirmed to be unauthorized after our review.
• Requests relating to a digital purchase must be made within 3-7 days of the transaction.

2. Gift Orders (Chithi.me Marketplace)

• A gift order is eligible for a full refund if:
  • you cancel the order before the gift has been prepared or dispatched;
  • we are unable to fulfil the gift you selected; or
  • the recipient declines the gift.
• Once a gift has been dispatched or handed to the recipient, it is no longer refundable — except where the item arrives damaged, defective, or incorrect. In that case, please report it within 7 days with supporting photos so we can arrange a replacement or refund.
• Because Marketplace gifts are sent anonymously, all refund communication takes place only with the sender who made the payment.

How and when gifts are delivered is described in our Delivery Policy.

3. How to Request a Refund

To request a refund, contact our customer service team at [email protected] with your order/transaction number and details of the issue. Our team will review your request and notify you of its approval or rejection.

4. Refund Processing and Method

If your refund is approved, it will be processed to your original payment method — the same card or mobile financial service (bKash, Nagad, Rocket) used for the purchase — within 3 to 7 working days of approval.

5. Late or Missing Refunds

If you have not received an approved refund within the expected time frame (typically 3 to 7 working days after processing):

1. Check your bank account or MFS wallet again.
2. Contact your card-issuing bank or MFS provider, as posting times can vary.
3. If you have done all of this and still have not received your refund, please contact us at [email protected].

6. Non-Refundable Items

The following are not eligible for a refund:

• Digital features that have already been delivered or used (except in the technical, duplicate, or unauthorized-charge cases above).
• Completed gift deliveries, except where the item is damaged, defective, or incorrect.
• Free or promotional credits and rewards.

7. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes take effect immediately upon posting on our website. By making a purchase on Chithi.me, you agree to and accept the terms of this policy.

8. Contact Us

For any question about this policy or a specific transaction, contact our customer service team at [email protected].

Thank you for using Chithi.me.