Refund Policy

Overview

This Refund Policy outlines the terms under which FaithTrip processes refunds for flight bookings. As an Online Travel Agency (OTA), refund eligibility and amounts are primarily determined by the airline's fare rules and conditions of carriage. FaithTrip facilitates the refund process between you and the airline.

Key Principle: Whether a ticket is refundable or non-refundable depends on the fare type you purchased. This is determined by the airline at the time of booking, and the refund rules are displayed before you confirm payment.

Refund Eligibility

Refundable Tickets

If you purchased a refundable fare class, you are entitled to a refund minus:

Airline cancellation penalty (varies by airline and route).
FaithTrip service/processing fee (non-refundable, BDT 500–1000 per passenger).
Payment gateway charges (if applicable).

Non-Refundable Tickets

Non-refundable tickets generally cannot be refunded. However, the following exceptions may apply:

Airline-initiated cancellation: If the airline cancels the flight, you are entitled to a full refund regardless of fare type.
Schedule change (> 2 hours): Major schedule changes may qualify for a full refund.
Medical emergency: Some airlines may offer compassionate refunds or future travel credit with valid medical documentation.
Visa rejection: Select airlines may process refunds upon submission of official visa rejection letter (subject to airline policy).
Death of passenger: Full refund may be processed with death certificate and valid documentation.

Refund Amount Breakdown

The refund amount is calculated as follows:

Component	Refundable?	Notes
Base Fare	Yes (if refundable ticket)	Minus airline cancellation penalty
Airport Taxes (YQ/YR)	Partially	Airline fuel surcharges may not be refundable
Government Taxes (BD/UT)	Yes	Usually fully refundable on unused tickets
FaithTrip Service Fee	No	Non-refundable once ticket is issued
Payment Gateway Fee	No	Transaction charges are non-refundable
EMI Processing Fee	No	EMI interest/charges are non-refundable

Refund Timeline

Refund processing times depend on the airline and your payment method:

Scenario	Processing Time
Airline-initiated cancellation	7–15 business days
Voluntary cancellation (refundable)	15–30 business days
Credit/Debit card refund	7–14 business days (after airline processes)
bKash / Nagad / Mobile Banking	3–7 business days (after airline processes)
Bank transfer refund	7–14 business days (after airline processes)
EMI cancellation refund	30–45 business days (processed through bank)

Note: The refund timeline starts from the date the airline approves and processes the refund, not from the date of your cancellation request. Some airlines may take 4–8 weeks to process refunds during peak periods.

How to Request a Refund

Follow these steps to request a refund:

Contact Us: Call our support at +880 1XXX-XXXXXX or email refund@faithtrip.net with your booking reference (PNR) and reason for cancellation.
Verification: Our team will verify your booking details and check the airline's refund rules for your fare class.
Cancellation: Upon your confirmation, we will initiate the cancellation with the airline.
Refund Processing: The refund will be processed to your original payment method once approved by the airline.
Confirmation: You will receive an email confirmation with the refund amount and expected timeline.

Important: Do not contact the airline directly for refunds on tickets purchased through FaithTrip. Direct airline refund requests may cause conflicts and delay the process. Always process refunds through FaithTrip.

Cancellation Charges

Domestic Flights (Bangladesh)

Cancellation Time	Typical Airline Penalty
More than 24 hours before departure	BDT 500–1,500 per passenger
12–24 hours before departure	BDT 1,000–2,500 per passenger
Less than 12 hours before departure	BDT 2,000–3,500 or non-refundable
After departure (No-Show)	Non-refundable (most airlines)

International Flights

Cancellation Time	Typical Airline Penalty
More than 72 hours before departure	USD 50–150 per passenger
24–72 hours before departure	USD 75–250 per passenger
Less than 24 hours before departure	USD 100–350 or non-refundable
After departure (No-Show)	Non-refundable (most airlines)

Note: Actual penalties vary by airline, route, and fare class. The amounts above are indicative ranges. Actual charges will be confirmed at the time of cancellation request.

Special Refund Scenarios

6.1 Airline-Initiated Cancellation

If the airline cancels your flight, you are entitled to:

Full refund of the ticket price (including taxes and FaithTrip service fee).
Free rebooking on the next available flight (subject to availability).
FaithTrip will proactively notify you of cancellations and your available options.

6.2 Schedule Change

If the airline changes the flight schedule by more than 2 hours:

You may accept the new schedule at no extra cost.
You may request a full refund.
You may rebook to a different date/time without penalty.

6.3 Duplicate Booking

If a duplicate booking is created due to a system error, the duplicate ticket will be cancelled and fully refunded. If you made a duplicate booking intentionally, standard cancellation charges apply.

6.4 Partial Use (Round-Trip)

If you used the outbound segment but wish to cancel the return:

The refund is calculated based on the return segment's fare value minus applicable penalties.
If the ticket was purchased at a round-trip discount, the refund may be recalculated at the one-way fare difference.

Non-Refundable Items

The following are non-refundable under any circumstances:

FaithTrip convenience/service fee (once ticket is issued).
Payment gateway charges.
Travel insurance premium (if purchased).
Airport meet & greet services (if availed).
SMS notification charges.

Dispute Resolution

If you disagree with a refund amount or decision:

Email refund@faithtrip.net with your PNR, booking details, and a description of the dispute.
Our team will review the case and respond within 3–5 business days.
If the dispute involves airline policy, we will escalate to the airline and share their response with you.
If unresolved, you may file a complaint with the Civil Aviation Authority of Bangladesh (CAAB).

Force Majeure

In cases of force majeure events including natural disasters, pandemics, government travel restrictions, political unrest, or airline strikes, refund policies may be modified. FaithTrip will communicate any special refund provisions and work with airlines to secure the best possible outcome for affected passengers.

Contact for Refunds

For refund requests and inquiries:

Refund Desk: refund@faithtrip.net
General Support: support@faithtrip.net
Phone: +880 1XXX-XXXXXX
WhatsApp: +880 1XXX-XXXXXX
Business Hours: Saturday – Thursday, 9:00 AM – 10:00 PM (BST)