Refund Policy

Last Updated: December 17, 2025
Effective Date: December 17, 2025

Our Promise

At goFLY Limited, we maintain a 100% refund processing success rate. When you’re eligible for a refund, you’ll receive it. We don’t disappear when problems arise.

Quick Overview

Table of Contents

1. Flight Refund Eligibility
2. Visa Refund Eligibility
3. Hotel Booking Refunds
4. Tour Package Refunds
5. Umrah Package Refunds
6. Processing Timeline
7. Refund Methods and Payment Timelines
8. Non-Refundable Items
9. Special Circumstances
10. goFLY Credit Option
11. How to Request a Refund
12. Dispute Resolution
13. Frequently Asked Questions
14. Contact Us for Refunds

1. Flight Refund Eligibility

Important Notes

Refund eligibility depends on the fare type you purchased. We clearly inform you of fare conditions before booking. Keep in mind that airline penalties are set by airlines, not goFLY — and we never charge additional fees to process your refund.

For more information about flight bookings, visit our Air Ticket Prices page.

2. Visa Refund Eligibility

What’s Always Non-Refundable for Visa Services

• Embassy and consulate fees (these go directly to the government)
• VFS and visa center service charges
• Biometric appointment fees
• Document attestation costs

For complete visa information, visit our Visa Services page.

3. Hotel Booking Refunds

How to Check Your Hotel Policy

Start by reviewing your booking confirmation email and look for the “Cancellation Policy” section. If anything seems unclear, don’t hesitate to contact us for clarification.

4. Tour Package Refunds

Browse our Tour Packages to see available destinations.

5. Umrah Package Refunds

A Note on Umrah Cancellations

We understand Umrah is a deeply spiritual journey. If you’re facing genuine hardship that prevents your travel, please reach out to us directly. Our team will work with you to find compassionate solutions wherever possible.

Learn more about our Umrah Visa Services.

6. Processing Timeline

7. Refund Methods and Payment Timelines

Things to Keep in Mind

• For mobile banking payments (bKash, Nagad, or Rocket), your refund goes back to the same number you used for payment. Changed your number recently? Let us know before we process the refund.
• For card payments, the refund shows up on your statement as “goFLY” or “GOFLYBD.” Sometimes it takes one or two billing cycles to appear, so don’t panic if you don’t see it immediately.
• For bank transfers, just make sure to provide the same account details you originally used for payment.
• Paid through EMI? Please review our EMI Policy for specific refund terms that apply to installment payments.

8. Non-Refundable Items

These items are never refundable:

• ❌ Embassy and consulate visa fees — these are paid directly to the government, not to goFLY
• ❌ VFS service center charges — third-party fees we have no control over
• ❌ Non-refundable flight fares — this is standard airline policy
• ❌ Non-refundable hotel rates — determined by the hotel’s own policies
• ❌ Travel insurance after your policy start date — as per insurance terms
• ❌ Airport meet and greet services you’ve already used — the service is complete
• ❌ Document attestation fees — paid to third-party services
• ❌ Biometric appointment fees — required by embassies
• ❌ goFLY service fee — covers our processing work already completed

Items That May Be Non-Refundable (Check Before Booking)

• ⚠️ Promotional or sale fares — typically non-refundable, always verify at booking
• ⚠️ Last-minute bookings — often come with stricter cancellation terms
• ⚠️ Group bookings — special terms apply depending on group size
• ⚠️ Holiday season bookings — expect stricter cancellation policies during peak times
• ⚠️ Customized packages — depends on what components have already been booked

Want protection against unexpected cancellations? Consider our Travel Insurance options.

9. Special Circumstances

Medical Emergencies

Life doesn’t always go as planned. If you or an immediate family member faces a medical emergency that prevents travel, here’s how we help:

• ✅ Your request gets priority processing
• ✅ We waive the goFLY service fee deduction
• ✅ Flexible rebooking options become available
• ✅ Our team coordinates directly with airlines and hotels to pursue compassionate refunds on your behalf

What Documentation Do You Need?

A medical certificate from a registered physician is essential. If hospitalization was involved, include those admission documents as well. Most importantly, get your doctor’s written recommendation stating that travel isn’t advisable.

Need Help Right Now? Call 01713-289171 immediately.

Bereavement

Losing a loved one is devastating, and worrying about travel bookings shouldn’t add to that burden. When an immediate family member passes away, we offer:

• ✅ Complete waiver of all goFLY fees
• ✅ Priority coordination with airlines and hotels
• ✅ Compassionate, understanding handling of your case
• ✅ Extended validity for rebooking when you’re ready

Documentation Required: A death certificate and proof of your relationship to the deceased.

During these difficult times, just call us. We’ll take care of everything so you don’t have to.

Natural Disasters and Force Majeure

Sometimes circumstances are completely beyond anyone’s control. We recognize these situations:

• Natural disasters — earthquakes, floods, cyclones, volcanic eruptions
• Health crises — pandemics and epidemics
• Political situations — war or civil unrest in your destination
• Government actions — official travel bans
• Transportation disruptions — airline strikes affecting your route

What We Do in These Cases:

If your destination becomes inaccessible, you get a full refund. Prefer to travel later? We offer free rebooking to alternative dates. Either way, goFLY doesn’t charge any penalties, and we handle all the coordination with service providers.

Pro Tip: Travel insurance provides extra protection for these unpredictable situations. We strongly recommend it.

Government Travel Advisories

When the Bangladesh government or your destination country issues a travel ban, mandatory quarantine requirement, visa suspension, or border closure, you’re entitled to one of the following:

• A full refund of your booking
• Free date change to travel later
• Destination change (fare difference may apply if the new destination costs more)

10. goFLY Credit Option

Not in a rush for cash back? Consider goFLY Credit instead — it’s actually a better deal in many cases.

Why Choose Credit Over Cash Refund?

How Does It Work?

When you submit your refund request, simply select “goFLY Credit” as your preferred refund method. Within 48 hours, you’ll receive a credit voucher via email. Then just use that code when making your next booking with us.

Credit Terms You Should Know

• Once issued, credit cannot be converted back to cash
• Credit cannot be combined with other promotional offers
• You can use it partially — any remaining balance stays in your account
• The credit must be used within 18 months
• We offer a one-time extension if you ask for it

11. How to Request a Refund

Step 1: Gather Your Documents

What you need depends on what you’re requesting a refund for:

Flight Refunds:

• Booking confirmation or e-ticket
• Reason for cancellation
• Airline cancellation notice (if applicable)
• Medical certificate (if medical emergency)

Visa Refunds:

• Visa application receipt
• Rejection letter (if rejected)
• Any embassy communication

Hotel Refunds:

• Booking confirmation
• Hotel cancellation confirmation (if you cancelled directly)

Tour and Umrah Refunds:

• Package booking confirmation
• Reason for cancellation
• Supporting documents (medical certificates, etc.)

Step 2: Submit Your Request

Choose whichever method works best for you:

WhatsApp (Fastest Response): Message us at 01713-289178. Send your booking reference and reason, then attach your documents as photos.

Email: Write to support@goflybd.com with the subject line “Refund Request – [Your Booking Reference]”. Include all relevant details and attach your documents.

Phone: Call 01713-289171 with your booking details handy. After the call, follow up by sending documents via email or WhatsApp.

Visit Our Office: Come to 1 Shukrabad Road, Dhaka 1207. We’re open Sunday through Thursday and Saturday, 10 AM to 6 PM. Bring your original documents.

Step 3: Get Your Acknowledgment

Within 24-48 hours of submitting your request, you’ll receive a confirmation email containing:

• Your unique refund reference number
• The expected timeline
• Next steps (in case we need additional information from you)

Step 4: Eligibility Review

Our team reviews your case thoroughly. We:

• Verify all booking details
• Check the applicable cancellation policies
• Calculate the exact refund amount
• Contact the service provider if necessary

Step 5: Approval and Processing

Once we approve your refund, you’ll get an email confirming:

• The exact refund amount
• A clear breakdown of any deductions
• When to expect payment
• Which payment method we’re using

Step 6: Receive Your Money

The refund gets credited to your original payment method. Check Section 7 for specific timelines based on how you paid.

Step 7: Final Confirmation

After processing, you’ll receive one final email with:

• Transaction reference
• Amount credited
• Date processed
• A quick feedback request so we can keep improving

12. Dispute Resolution

Disagree with our refund decision? That’s okay — we have a clear process to address your concerns.

First Level: Internal Review

Email support@goflybd.com with the subject line “Refund Dispute – [Your Reference Number]”. Tell us exactly why you disagree and provide any additional documentation that supports your case. We respond within 5 business days.

Second Level: Management Review

Still not satisfied after our initial review? Email management@goflybd.com. A senior manager will personally review your case. Make sure to include all previous correspondence. Expect a response within 7 business days.

Third Level: External Mediation

If we still can’t reach an agreement, you have external options:

ATAB Mediation: We’re a registered member of the Association of Travel Agents of Bangladesh (Member #4298). They can mediate disputes between travel agencies and customers. Visit www.atab.org.bd for more information.

Consumer Protection: The Directorate of National Consumer Rights Protection handles consumer complaints. Their website is www.dncrp.gov.bd.

Legal Options: For amounts under ৳5,00,000, you can approach the small claims court. Larger amounts would go through civil court.

Here’s the Reality Though

In over 8 years of operation, we’ve resolved 99% of disputes internally. We’ve never had a single case go to legal proceedings, and our refund processing success rate remains at 100%. Honestly? We’d much rather solve your problem than argue about it.

13. Frequently Asked Questions

How long does a refund take?

It varies by service type:

• Visa refunds: 7-10 business days
• Domestic flights: 10-17 business days
• International flights: 17-32 business days
• Hotels: 7-16 business days
• Tour packages: 12-23 business days

From our end, we process your request within 24-48 hours. The remaining time depends on how quickly the airline, hotel, or other provider processes their portion.

Can I get a refund if I simply change my mind?

That depends entirely on what you booked:

• Flexible or refundable fares: Yes, minus airline penalty
• Non-refundable fares: Usually only taxes are refundable
• Hotels with free cancellation: Yes, before the deadline
• Non-refundable hotel rates: Unfortunately not
• Visa applications already submitted: No — embassy fees are never refundable

Is goFLY’s service fee refundable?

Generally, no. Our service fee (৳500-৳2,000) covers work we’ve already completed. However, we do refund our fee in certain situations:

• ✅ If the problem was caused by our mistake
• ✅ Documented medical emergency
• ✅ Bereavement cases
• ✅ Force majeure events

What if the airline is taking forever with my refund?

We actively follow up on your behalf:

• First reminder at 15 days
• Second reminder at 21 days
• Escalate the matter at 30 days
• Keep you updated weekly

While we can’t control how fast airlines process refunds, we certainly don’t just sit and wait either.

Can my refund go to a different account than the one I paid from?

Normally, refunds return to the original payment method. But if that’s not possible — maybe you closed that account or lost that card — reach out to us with:

• An explanation of why
• New account details
• Complete our verification process
• Allow an extra 3-5 business days for processing

The airline cancelled my flight. What should I do?

First, know your rights. You’re entitled to either:

• A full refund (100% of what you paid)
• Rebooking on the next available flight at no extra cost

Contact us right away, and we’ll:

• Confirm the situation with the airline
• Process whichever option you prefer
• Handle all the paperwork
• No goFLY fees charged (airline’s fault)

I bought a non-refundable ticket but now have an emergency. Any options?

Possibly, yes:

• Medical emergencies: Airlines often make exceptions with a doctor’s certificate
• Bereavement: Most airlines offer compassionate consideration
• Travel insurance: Might cover your cancellation costs

Contact us immediately with your documentation — we’ll advocate with the airline on your behalf.

My visa got rejected. Can I get anything back?

Here’s the breakdown:

• ❌ Embassy fees: Never refundable (goes to government)
• ❌ VFS charges: Never refundable
• ⚠️ goFLY service fee: 50% refunded if rejection wasn’t your fault

We can’t offer refunds if rejection resulted from:

• Fake documents
• Incomplete documents we asked you to provide
• Incorrect information you gave us

I booked a non-refundable hotel rate but can no longer travel. What are my options?

More than you might think:

• Many hotels allow date changes even on non-refundable rates
• Some permit name changes so someone else can use the booking
• We might offer goFLY Credit for a future booking
• Travel insurance might cover it

Contact us and we’ll negotiate with the hotel to see what’s possible.

Have other questions? Check our FAQ page for more answers.

14. Contact Us for Refunds

Office Hours

Sunday through Thursday and Saturday: 10 AM to 6 PM
Friday: Closed

Before You Contact Us, Have These Ready

• Your booking reference number
• The date you made the booking
• Names of all travelers
• Why you’re requesting a refund
• Any supporting documents
• Which refund method you prefer

Having this information ready makes the process faster for everyone.

Want more ways to reach us? Visit our Contact Us page.

Our Commitment to You

Requesting a refund is rarely a pleasant experience. Whether it’s cancelled plans, unexpected changes, or difficult circumstances that brought you here, we understand the stress involved. Here’s what we promise:

Transparency means you’ll always know what’s refundable before you complete your booking. No surprises later.

Speed means we process every request within 24-48 hours. We don’t let things sit in a queue.

Fairness means we apply policies consistently, but we also recognize when compassion matters more than rules.

Communication means you’ll never wonder what’s happening with your refund. We keep you informed throughout.

Advocacy means we push airlines and hotels on your behalf. When providers are slow or unresponsive, we escalate.

Our Track Record

• ✅ 100% refund processing success rate since we started
• ✅ Over 8 years in the travel business
• ✅ More than 10,000 satisfied customers
• ✅ 4.8 star rating on Google from 431+ reviews
• ✅ 70% of our customers come back for more bookings

We think our record speaks for itself.

Want to know more about who we are? Visit our About Us page.

Policy Updates

This refund policy was last updated on December 17, 2025.

We update this policy periodically to reflect:

• Changes in airline or hotel policies
• New regulations
• Process improvements
• Customer feedback

How We Notify You

• Major changes: Email notifications to all customers
• Minor updates: Published here
• Current version: Always at goflybd.com/refund-policy

Related Policies

• Terms and Conditions
• Privacy Policy
• EMI Policy
• Disclaimer
• About Us
• Contact Us

goFLY Limited
Your Trusted Travel Partner Since 2017

IATA: 42337956 | ATAB: 4298 | Civil Aviation: 0007726

📞 Phone: +880 9639-203090
💬 WhatsApp: 01713-289178
📧 Email: support@goflybd.com

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