Order & Cancellation Policy

Last Updated: September 2026

This Order & Cancellation Policy explains how orders are placed, processed, modified, cancelled, and delivered through FanFlix BD.

Because FanFlix BD provides digital subscriptions, software, license keys, gift cards, and other digital products, orders may begin processing shortly after payment. Customers should therefore carefully review all product information before completing an order.

By placing an order with FanFlix BD, you agree to this policy, our Terms & Conditions, Refund, Replacement & Exchange Policy, and any product-specific conditions displayed on the relevant product page.

1. Placing an Order

Customers can place orders through the official FanFlix BD website and other authorized ordering channels where available.

Before completing an order, please verify:

• Product and plan selected
• Subscription duration
• Device compatibility
• Account/profile type
• Email address
• WhatsApp/contact number
• Quantity
• Price and payment amount
• Any product-specific requirements

Customers are responsible for providing accurate information required to process and deliver their orders.

2. Order Confirmation

After an order is submitted, customers may receive an order confirmation through the website, email, WhatsApp, or another available channel.

An automated order confirmation only confirms that we have received your order. It does not necessarily mean that the digital product has already been activated or delivered.

Where necessary, FanFlix BD may verify payment, customer information, product availability, or other order details before fulfillment.

3. Payment Verification

Orders are normally processed after successful payment confirmation.

FanFlix BD may temporarily hold an order if:

• Payment has not been confirmed
• The amount received does not match the order total
• Required payment information is incomplete
• The transaction requires additional verification
• There is a reasonable concern regarding unauthorized or fraudulent payment
• Additional customer information is reasonably required to complete the order

Processing will normally continue once the required verification has been completed.

4. Order Processing & Digital Delivery

FanFlix BD provides digital products; therefore, physical shipping is not required.

Depending on the product, delivery may take place through WhatsApp, email, your FanFlix BD account/dashboard, activation on your provided account, digital invitation, or another method stated on the product page.

Our normal processing/delivery target is approximately 30 minutes to 4 hours during operating hours, unless a different timeframe is specified for the product.

Support & Service Hours: 11:00 AM – 11:30 PM (Bangladesh Time)

Orders placed outside operating hours may be processed during the next operating period.

Delivery times are estimates and may be affected by product availability, payment verification, supplier delays, platform maintenance, technical problems, unusual order volumes, or other circumstances outside our reasonable control.

5. Cancellation Before Processing

If you wish to cancel an order, contact FanFlix BD as soon as possible after placing it.

Cancellation may be possible if the order has not yet been processed and the digital product has not been:

Purchased • Generated • Allocated • Activated • Redeemed • Delivered • Prepared specifically for your order

If cancellation is approved, any applicable refund will be handled according to our Refund, Replacement & Exchange Policy.

6. Cancellation After Processing or Delivery

Once a digital product has been purchased, generated, allocated, activated, redeemed, delivered, or specifically prepared for the customer, the order may no longer be cancellable.

This is because many digital products cannot be withdrawn, recovered, cancelled, or resold after activation or disclosure.

A change of mind after successful processing or delivery does not automatically qualify an order for cancellation or refund.

However, valid product or service issues will still be handled according to the applicable warranty and Refund, Replacement & Exchange Policy.

7. Changing an Order

If you accidentally order the wrong product, plan, duration, or version, contact us immediately.

If processing has not yet begun, we may be able to modify the order.

If the replacement product costs more, the customer may need to pay the difference before processing.

If the replacement product costs less, any adjustment will be handled according to the circumstances and applicable refund/payment rules.

Once the original digital product has been processed or delivered, a change cannot be guaranteed.

8. Incorrect Customer Information

Customers are responsible for entering the correct email address, WhatsApp number, account details, region, or other information requested for the selected product.

If incorrect information is provided, contact FanFlix BD as soon as possible.

We will attempt to correct the information where reasonably possible. However, if a digital product has already been activated, redeemed, delivered, or permanently assigned using customer-provided incorrect information, cancellation, replacement, or refund may not be available.

9. Product Unavailability

Occasionally, a digital product may become unavailable after an order has been placed due to stock limitations, supplier availability, third-party platform changes, pricing changes, technical problems, or other circumstances.

If we cannot fulfill the purchased product, we may offer:

A suitable alternative • Store credit • A different plan/product • Full refund

The customer is not required to accept a substitute product.

If FanFlix BD cannot fulfill the original order and the customer does not accept an alternative, the amount paid for the undelivered product will be refunded according to our Refund, Replacement & Exchange Policy.

10. Pricing or Technical Errors

We make reasonable efforts to ensure that product prices, descriptions, plans, and availability are accurate.

However, technical errors, incorrect pricing, outdated information, or other obvious mistakes may occasionally occur.

If an obvious error materially affects an order before fulfillment, FanFlix BD may contact the customer to explain the issue and offer the option to proceed under the corrected terms or cancel the affected order.

We will not intentionally substitute a materially different product without informing the customer.

11. Duplicate Orders or Payments

If you accidentally place the same order more than once or believe you have been charged multiple times, contact our support team promptly with your Order ID and payment information.

We will verify the transactions.

If a genuine duplicate payment is confirmed and the duplicate order has not already been separately fulfilled, the duplicate amount will be handled according to the applicable refund process.

12. Suspicious or Unauthorized Transactions

To protect customers and our business, FanFlix BD may hold, verify, reject, or cancel an order where there is a reasonable indication of:

• Unauthorized payment
• Payment fraud
• Stolen payment information
• False customer information
• Unusual purchasing activity
• Abuse of promotions or payment systems
• Attempts to circumvent product restrictions

Additional verification may be requested where reasonably necessary.

Where an order is cancelled for security reasons, any eligible refund will be handled according to the original payment method, applicable payment-provider requirements, and our policies.

13. Orders Requiring Customer Action

Some products may require the customer to provide information, accept an invitation, submit an OTP, complete an activation step, change a setting, or otherwise cooperate with the delivery process.

Customers should complete requested steps within a reasonable time.

FanFlix BD is not responsible for delays caused solely by a customer's failure to provide required information or complete necessary activation steps.

14. Third-Party Platform Delays

Some products depend on third-party platforms, suppliers, payment providers, or external systems.

Temporary delays may occur because of platform maintenance, verification requirements, authentication changes, service outages, supplier issues, or similar circumstances outside FanFlix BD's reasonable control.

Where this happens, we will make reasonable efforts to complete the order or provide an appropriate resolution.

A temporary processing delay does not automatically constitute cancellation or create an automatic right to a refund.

15. Refusal or Cancellation by FanFlix BD

FanFlix BD may refuse, hold, or cancel an order where reasonably necessary, including where:

• The product is unavailable
• Payment cannot be verified
• Customer information appears materially incorrect
• There is reasonable evidence of fraud or unauthorized payment
• The order violates applicable product restrictions
• There is an obvious material pricing or technical error
• Fulfilling the order would violate applicable law or payment-provider requirements

Where FanFlix BD cancels a paid order before the product has been delivered, the customer will generally receive a refund of the eligible amount unless the payment itself is fraudulent, disputed, reversed, or otherwise subject to payment-provider restrictions.

16. Order Status

Customers should retain their Order ID after completing a purchase.

Where available, order status can be checked through the FanFlix BD website, customer account, order-status facility, or official support channel.

When contacting support regarding an order, providing your Order ID will help us locate and review the order more efficiently.

17. Chargebacks & Payment Disputes

If you believe there is a genuine problem with your order, please contact FanFlix BD first so we have an opportunity to investigate and resolve the issue.

Submitting knowingly false information in a payment dispute, claiming that a successfully received product was not delivered, or otherwise attempting payment fraud may result in suspension of service and further action where permitted by applicable law.

Nothing in this section prevents a customer from exercising a legitimate right to dispute an unauthorized or genuinely problematic transaction through their payment provider.

18. Refunds for Cancelled Orders

Cancellation and refund are related but separate processes.

Approval of a cancellation does not necessarily mean every payment-processing fee is refundable.

All refunds, including refund eligibility, partial refunds, processing times, and payment-provider charges, are governed by our Refund, Replacement & Exchange Policy and applicable law.

19. Customer Support

For order corrections, cancellation requests, payment issues, or delivery-related questions, contact FanFlix BD through our official support channels.

Please provide your Order ID and relevant information when contacting us.

Support Hours: 11:00 AM – 11:30 PM (Bangladesh Time)

20. Changes to This Policy

FanFlix BD may update this Order & Cancellation Policy when necessary to reflect changes in our products, ordering process, payment methods, third-party platform requirements, or applicable regulations.

The latest version will be published on our website with an updated revision date.

Where required by applicable law, an updated policy will not retroactively remove mandatory rights applicable to an earlier completed order.

Important Information Before Ordering

Before completing payment, please check the product description, plan, duration, device compatibility, account type, warranty conditions, delivery requirements, Terms & Conditions, and Refund, Replacement & Exchange Policy.

Digital orders may begin processing shortly after payment, so please contact us immediately if you notice an error in your order.

FanFlix BD
Registered Digital Business in Bangladesh
DBID Registered • Trade License Holder

Support Hours: 11:00 AM – 11:30 PM (Bangladesh Time)
Last Updated: September 2026