This Return and Refund Policy explains how Turfly Limited processes cancellations, refunds, and disputes for bookings made through the Turfly platform. By making a booking, you agree to the terms set out below.

1. Overview

Turfly Limited acts as the Merchant of Record for all bookings processed through the Turfly platform. We process refunds in accordance with this Policy and the cancellation terms posted by individual Venue Partners on their listings. All refunds are subject to the timelines and conditions described herein.

2. Standard Refund Timeline

Once a refund request is approved by Turfly, the refund will be processed within:

7 to 10 working days from the date Turfly confirms the refund is approved.

Please note that actual receipt of funds may vary depending on your payment method and banking institution:

•       bKash / Nagad / Rocket: Typically 2–5 working days after processing

•       Credit/Debit Card via SSLCommerz: Typically 5–10 working days after processing

•       Bank Transfer: Typically 7–10 working days after processing

Turfly will send you a confirmation notification once your refund has been initiated.

3. Eligible Refund Situations

3.1 Player-Initiated Cancellation

If you cancel a confirmed booking, your eligibility for a refund depends on the cancellation policy published on the specific venue listing at the time of booking. Common scenarios:

Full Refund:

•       Cancellation made more than 24 hours before the scheduled booking time (unless the venue policy specifies a different threshold)

•       Venue Partner cancels or rejects the booking after confirmation

•       Technical errors caused by the Turfly platform that prevent service delivery

Partial Refund or No Refund:

•       Cancellation within 24 hours of the scheduled booking time (subject to individual venue policy)

•       No-shows without prior cancellation

•       Cancellation after the booking window has commenced

3.2 Venue Partner-Initiated Cancellation

If a Venue Partner cancels a confirmed booking, you are entitled to a full refund of the Gross Booking Value paid. Turfly will process this refund within 7 to 10 working days. Turfly may also offer alternative comparable bookings at its discretion.

3.3 Rejected Bookings

If a Venue Partner rejects your booking request within the 10-minute Confirmation Window, your booking is automatically cancelled and you will receive a full refund of all amounts paid. This refund will be processed within 7 to 10 working days.

3.4 Platform Error or Technical Failure

If a confirmed booking fails to register correctly due to a verified error in the Turfly platform, you are entitled to a full refund. Please contact Turfly support at

4. Non-Refundable Cases

The following situations are generally not eligible for a refund:

•       You fail to attend a confirmed booking (no-show) without prior cancellation

•       You cancel within a period that the Venue Partner's policy designates as non-refundable

•       You are denied access to the venue due to breach of the venue's own rules or policies

•       Force majeure events such as extreme weather, civil unrest, or natural disasters (at Turfly's discretion)

•       Service fees charged by Turfly are non-refundable unless the refund is due to a platform error

5. How to Request a Refund

To request a refund, please follow these steps:

1.    Log into your Turfly account and navigate to 'My Bookings'

2.    Select the relevant booking and tap 'Request Cancellation / Refund'

3.    State the reason for your refund request

4.    Turfly will review your request and notify you of the outcome within 2–3 working days

5.    If approved, the refund will be processed within 7 to 10 working days

Alternatively, you may contact Turfly support directly:

•       Email:

•       In-app chat: Available through the Turfly mobile application

6. Refund Method

Refunds will be returned to the original payment method used for the booking:

•       Payments made via bKash will be refunded to the originating bKash number

•       Payments made via Nagad or Rocket will be refunded to the originating account

•       Payments made via SSLCommerz (card) will be refunded to the originating card

Turfly does not issue cash refunds.

7. Chargebacks

If you initiate a chargeback with your bank or payment provider before contacting Turfly for a resolution, Turfly reserves the right to suspend your account pending investigation. We strongly encourage you to contact Turfly support first to resolve any payment disputes, as this is typically the fastest resolution path.

8. Dispute Resolution

If you are unsatisfied with Turfly's refund decision, you may escalate your complaint by emailing

These Terms are governed by the laws of the People's Republic of Bangladesh. Any disputes shall be subject to the exclusive jurisdiction of the courts in Dhaka.