Refund Policy

1. Registration Fee

2. Wallet and Service Charges

• The annual ৳950 maintenance charge per wallet is generally non-refundable once charged.
• Commissions and provider charges on successfully processed deposits or withdrawals are generally non-refundable.
• The minimum ৳1,000 reserve per wallet is not a fee; it is an operating reserve and may be reconciled at wallet closure or settlement subject to applicable conditions.

3. Incorrect or Duplicate Charges

If a verified REFILLO system error causes a duplicate service charge or an incorrect deduction, the affected entry will be corrected through wallet reconciliation or an applicable refund after verification. Merchants should report the issue promptly with the transaction ID, order reference and evidence.

4. Customer/Player Refunds

Refund decisions for a merchant's own gaming, casino, betting, products or services are primarily the merchant's responsibility. REFILLO provides payment infrastructure and does not automatically refund payments because of business outcomes, game outcomes or player disputes. Applicable law, provider rules or verified payment errors may require separate review.

5. Failed or Incomplete Transactions

If a provider confirms a transaction as failed, cancelled or incomplete but funds were actually deducted, provider records and account data will be reconciled. Unsupported claims or screenshots alone are not sufficient for a refund.

6. Review Time

Refund or reconciliation requests may require security checks, provider statements, webhook records, server logs and account review. Third-party investigations may extend processing time.