Refund, Replacement & Exchange Policy

Last Updated: September 2026

FanFlix BD is committed to providing customers with a reliable and transparent experience when purchasing digital subscriptions, software, license keys, gift cards, and other digital products.

Because digital products can often be accessed, activated, redeemed, or used immediately after delivery, they generally cannot be returned in the same way as physical products.

However, when a valid service or product issue occurs, FanFlix BD will review the issue and, where applicable, provide an appropriate resolution such as technical assistance, reactivation, replacement, exchange, store credit, partial refund, or full refund.

By placing an order, you agree to this policy along with the applicable product terms and our Terms & Conditions.

1. Cancellation Before Delivery

If your order has not yet been processed or delivered, please contact our support team as soon as possible.

An order may be cancelled or changed if processing has not begun and the digital product or access has not already been purchased, generated, allocated, activated, or prepared for delivery.

Once a license key, account, subscription, digital code, invitation, or other digital product has been processed or allocated specifically for an order, cancellation may no longer be possible.

2. Refunds After Successful Delivery

Due to the nature of digital products, refunds are generally not available after successful delivery solely because the customer changes their mind, no longer needs the product, does not like the service, or mistakenly purchases the wrong product.

Successful delivery may include:

• Providing subscription or account access
• Providing a license key or redemption code
• Activating a subscription on the customer's account/email
• Providing a family or group invitation
• Activating a digital service
• Providing usable digital access according to the order

This does not affect remedies that may apply where the delivered product itself has a valid covered issue.

3. If Your Product Has a Problem

If a digital product does not work as described, FanFlix BD must first be given a reasonable opportunity to verify and resolve the issue.

Depending on the product, warranty, and nature of the problem, the resolution process may include:

Troubleshooting → Reactivation → Replacement → Equivalent Solution → Refund, where applicable

A refund is therefore not automatically issued immediately after a problem is reported.

If we verify that the product has a covered defect and cannot provide a reasonable solution or replacement, a full or partial refund may be offered depending on the circumstances and applicable product terms.

4. Invalid License Keys or Digital Codes

If a license key or digital code supplied by FanFlix BD is invalid or does not work at the time of delivery, please contact our support team promptly.

We will verify the reported issue.

If the issue is confirmed to be with the supplied key/code and falls within the applicable warranty, we will first attempt to provide a working replacement or another appropriate solution.

If a replacement or solution cannot reasonably be provided, a refund may be issued where applicable.

5. Subscription Ends Before the Purchased Period

If a subscription stops working before the end of its purchased validity period and the issue falls within the applicable warranty, FanFlix BD will first investigate and attempt to restore the service.

Depending on the circumstances, we may provide reactivation, replacement access, or another appropriate solution.

If the covered issue cannot reasonably be resolved, a partial refund may be considered based on the unused remaining portion of the purchased service.

Any partial refund will be calculated according to the applicable product, purchased duration, amount already used, and remaining service value.

6. If FanFlix BD Cannot Deliver Your Order

If FanFlix BD is unable to deliver the product you ordered, you will be offered an appropriate resolution.

You may be offered an alternative product, store credit, or another solution. If the order cannot be fulfilled and you do not accept an alternative, the amount paid for the undelivered product will be refunded in full, subject to applicable payment-processing rules.

7. When Refunds Are Generally Not Available

Refunds will generally not be provided when the issue results from:

• A change of mind after successful digital delivery
• Ordering the wrong product, plan, duration, or version
• Device incompatibility that was disclosed or reasonably identifiable before purchase
• Failure to meet the stated system requirements
• Problems with the customer's own device, software, internet connection, or network
• Changing restricted account information such as email, password, PIN, region, or recovery information without authorization
• Sharing, transferring, or reselling a subscription where prohibited
• Exceeding stated device, screen, profile, or usage limits
• Failure to follow activation or usage instructions
• Misuse or violation of applicable product conditions
• Expiration of the applicable warranty or subscription period

Nothing in this policy is intended to exclude any customer right or remedy that cannot lawfully be excluded under applicable law.

8. Ordering the Wrong Product

Customers are responsible for reviewing the product name, plan, duration, device compatibility, account type, and other product information before completing an order.

If you accidentally order the wrong product and the order has not yet been processed or delivered, contact us immediately. We may be able to change the order.

Once a digital product has been processed, purchased, activated, allocated, or delivered, a change or refund cannot be guaranteed.

9. Replacement & Exchange

Digital products are generally not eligible for ordinary returns or exchanges after successful delivery.

However, if a valid issue is covered by the applicable warranty, FanFlix BD may provide:

Replacement access, reactivation, an equivalent digital product, store credit, or another appropriate resolution.

The appropriate solution depends on the product, nature of the problem, amount of service already used, and applicable warranty conditions.

10. Refund Processing Time

Once a refund has been approved, processing time depends on the original payment method.

For bKash or supported direct payments, approved refunds are generally processed within 1–24 hours.

For cards, banks, or payment gateway transactions, refunds may generally require 3–7 business days or longer, depending on the bank, card issuer, payment gateway, or payment provider.

Once FanFlix BD has processed an approved refund, any additional processing time required by the bank or payment provider is outside our direct control.

11. Payment Gateway & Processing Fees

Certain transaction fees charged by third-party banks, card networks, mobile financial services, or payment gateways may be non-refundable.

Whether any processing charge is deducted or refundable will depend on the payment method, payment provider's rules, and applicable law.

12. Third-Party Platform Changes

Many products available through FanFlix BD depend on services operated by third-party platforms.

These platforms may independently change their pricing, features, device limits, household policies, authentication systems, regional availability, applications, subscription rules, or other service conditions.

Such platform-level decisions are outside FanFlix BD's control.

However, if a third-party change causes an issue with an active FanFlix BD order that remains covered by its applicable warranty, we will review the situation and provide an appropriate resolution according to the relevant product conditions and policies.

13. How to Submit a Refund or Warranty Claim

If you experience a problem with an order, contact FanFlix BD through our official support channel.

Please provide your Order ID, relevant order information, and sufficient details or evidence of the issue so our team can investigate it.

Submitting a request does not automatically mean that a refund has been approved. The issue will first be reviewed against the applicable product conditions and warranty.

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

14. Policy Updates

FanFlix BD may update this Refund, Replacement & Exchange Policy when necessary to reflect changes in our services, products, payment methods, operational requirements, or applicable regulations.

Updates will be published on our website together with a revised Last Updated date.

Where required by applicable law, a later policy update will not retroactively remove mandatory rights applicable to an earlier completed purchase.

Important Information Before Ordering

Before placing an order, please carefully review the relevant Product Description, Device Compatibility, Warranty Information, Terms & Conditions, and this Refund, Replacement & Exchange Policy.

Digital products often cannot be withdrawn, recovered, or resold after they have been activated or delivered. Please make sure you are purchasing the correct product before completing payment.

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