Refund & Cancellation Policy
Last Updated: August 16, 2026
Version 1.1.0
1. Turf Booking — Refund & Cancellation
Once a booking has been confirmed, no monetary refund shall be issued under any circumstances. In the event that a cancellation request is submitted at least 48 hours prior to the scheduled booking time, the booking may be rescheduled to any available slot within three (3) months from the original booking date, subject to slot availability. Any rescheduled booking not utilized within the aforementioned three-month period shall be deemed forfeited, and the corresponding booking amount shall be retained by Turf Nation without entitlement to any refund or further extension.
No monetary refund
- Confirmed bookings are non-refundable in cash or to the original payment method
- This applies regardless of how far in advance you cancel
Reschedule (≥ 48 hours before kickoff)
- Request cancellation/reschedule at least 48 hours before the scheduled start
- You may move to any available slot within three (3) months of the original date
- Subject to field and slot availability
Late cancellation (< 48 hours) or no-show
- No refund and no reschedule rights
- Booking amount is retained by Turf Nation
Unused reschedule window
- If you do not use the rescheduled booking within 3 months, it is forfeited
- No further extension or refund applies
1.2 Cancellation by Turf Nation
If Turf Nation cancels your confirmed booking (for example due to field unavailability):
- Priority rebooking: Help finding an alternative slot
- Support: Contact us via the app or venue phone/WhatsApp
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 delivery
- Photo Evidence: Provide clear photos of the defect
- Full Refund: 100% refund or free replacement
- Return Shipping: We cover all return shipping costs
- Express Processing: Priority handling within 24-48 hours
3.2 Wrong Item Delivered
If you receive the wrong product:
- Full refund + free correct item shipped
- Return shipping covered by TurfNation
- 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.
👛 TurfNation 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
- Same rule as standard bookings: no monetary refund after confirmation
- Reschedule window (≥48 hours before kickoff) remains within three (3) months
- Contact support for large group or tournament arrangements
7. Promotional Credits & Discounts
- Promotional credits are non-refundable
- Confirmed bookings are not refunded to cash or card
- Used coupons are not restored after cancellation
- 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
TurfNation Wallet: No processing fees
9. Contact Support
For refund inquiries or assistance with cancellations:
Email: info.turfnationbd@gmail.com
Phone: +8801814-460000
Hours: Everyday: 7am - 1am
Address: A, 115, 116, Tejgaon, Dhaka 1208
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 TurfNation after changes constitutes acceptance of the updated policy.
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