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Introduction
This Refund Policy (the “Policy”) explains how refunds and cancellations work on হবে নাকি Coffee? for all types of transactions. This Policy is prepared in accordance with applicable Bangladesh law, particularly the Consumer Rights Protection Act 2009 and Bangladesh Bank payment system guidelines.
Important: We are a platform. In most transactions, you (the supporter/buyer) pay for a creator’s offer, and the creator is responsible for delivery and service quality. We assist with payment errors, fraud prevention, and specific dispute situations.
This Policy does not limit any rights you may have under the Consumer Rights Protection Act 2009 and other applicable Bangladesh law.
Definitions
- Creator: A user who publishes an offer/service/product.
- Supporter: A user/visitor who supports/pays a creator or purchases an offer.
- Digital service/product: Files, newsletter posts, subscriptions, consultations, or other online services.
- Physical product: A tangible item delivered under the shop service.
- Platform fee: The platform’s service charge (5%–10% depending on service type).
- MFS: Mobile Financial Service (bKash, Nagad, Rocket, etc.).
General Rules
- Refund/cancellation terms may be stated on the creator’s offer page. If a creator’s terms conflict with this Policy, applicable law and fairness will govern.
- Due to the nature of digital goods, refunds may not always be possible after delivery/access is granted (e.g., downloadable files, published newsletter posts).
- If we suspect fraud, bad faith, or chargeback abuse, we may pause a refund while we investigate and may restrict accounts as needed.
Service-Specific Refund Rules
Coffee Gifts / Voluntary Support
Voluntary “coffee” support or tips are generally non-refundable, as they are treated as spontaneous voluntary contributions. Exceptions apply for technical errors (duplicate charge) or unauthorized transactions.
Newsletter (Pay-per-post and Subscriptions)
- Pay-per-post: Generally non-refundable once access is granted, unless content is materially different from the description or a technical error prevents access.
- Subscription/Membership: You may cancel at any time; cancellation stops the next billing cycle. No prorated refunds are provided for the current period — but access continues until the end of the paid period.
Shop — Digital Products
Generally non-refundable after delivery. Exceptions:
- The file is unusable or corrupted.
- The delivered product is materially different from the offer description.
- A technical error causes payment to succeed but delivery to fail.
Shop — Physical Products
Under the Consumer Rights Protection Act 2009, reasonable return/refund rights apply to physical products. Returns/refunds are considered in the following cases:
- Product received in defective or damaged condition.
- Product significantly different from what was ordered.
- Product not delivered (failed shipment per tracking).
Return Window: Issues must be reported within 7 (seven) business days of receiving the product. Returned items must be unused and in original packaging.
COD (Cash on Delivery): For COD returns, the refund/resolution process begins once the item is returned to the creator. Return shipping costs are generally borne by the buyer unless the return is due to a product defect.
Bookings / Consultations
- Creators should state cancellation/rescheduling rules on the offer page.
- If not stated: a cancellation request at least 24 hours before the appointment may be considered for rescheduling or a partial/full refund.
- No-shows are generally not refundable unless required by law or special circumstances.
- If the creator cancels the session, a full refund or rescheduling applies.
Refunds After Creator Payout
Once a creator has withdrawn (paid out) their wallet balance, the platform can no longer issue a direct refund.In such cases, the supporter must contact the creator directly. If unresolved, the supporter may file a complaint with the Directorate of National Consumer Rights Protection (DNCRP).
Creator-Initiated Refunds
If a creator wishes to voluntarily refund a supporter (e.g., they are unable to fulfill a service), and the funds have not yet been withdrawn, the creator may contact our support team to request a refund on the supporter’s behalf.
Common Eligible Situations
Depending on the facts and evidence, a refund or alternative resolution may be considered for:
- Duplicate charges for the same order.
- Technical errors where payment succeeded but order/access was not created and cannot be reasonably resolved.
- Non-delivery where the creator fails to deliver within the stated timeframe after reasonable attempts to resolve.
- Materially different or defective delivery compared to the offer description.
- Defective/damaged physical products reported within 7 business days of receipt.
- Unauthorized/fraudulent transactions reported promptly with supporting evidence.
Common Non-Refundable Cases
- Voluntary coffee support/tips/donations— treated as spontaneous voluntary contributions.
- Digital content/files/access after delivery, unless defective.
- Completed services (e.g., a completed consultation), unless there is a verified defect or fraud.
- Delivery failures caused by incorrect information provided by the supporter.
- Transactions made before a policy-violation account termination.
- Partial refunds are generally not supported for digital products or bundled packages.
Fees, Charges, and Refund Amounts
- Approved refunds are sent back to the original payment method/channel where possible.
- Platform fee: Refunded where the error is on the platform’s side (technical failure, unauthorized transaction). May be deducted for creator delivery issues.
- MFS charges (bKash, Nagad, etc.): Per Bangladesh Bank guidelines, MFS provider charges may be non-refundable and may be deducted from the refunded amount.
- Exchange rates: The platform is not responsible for currency exchange rate differences on international transactions.
- Processing time: Typically 5–14 business days after approval, depending on MFS/bank processing.
How to Request a Refund
Contact us as soon as possible. In general, report issues within 7 (seven) business days of the transaction (or shortly after delivery, whichever is earlier). For physical products, within 7 business days of receipt.
Email: support@hobenakicoffee.com
Please include:
- Order/transaction reference number
- Creator username/profile link
- Description of the issue + relevant screenshots/evidence
- Your contact details
- For physical products: photos of the item and delivery receipt
Chargebacks and Disputes
We encourage you to contact us before initiating a chargeback — many issues can be resolved quickly. You also retain the right to file a complaint directly with your MFS provider per Bangladesh Bank guidelines.
Fraudulent or bad-faith chargebacks may result in account restrictions.
Consumer Rights
This Policy does not limit your rights under the Consumer Rights Protection Act 2009. For unresolved disputes, you may file a complaint with the Directorate of National Consumer Rights Protection (DNCRP).
Policy Changes
We may update this Policy from time to time. The latest version is published on this page. For significant changes, at least 15 days’ notice will be provided.
Contact
For refund questions or requests:
Email: support@hobenakicoffee.com
Website: https://hobenakicoffee.com