chithi.me

Policy

Refund Policy

Last updated

Thank you for using Chithi.me. We want you to feel confident about every purchase you make with us. This policy explains when and how refunds are issued for purchases made through the Chithi.me app and the Chithi.me Marketplace. All payments are processed securely through SSLCOMMERZ.

Chithi.me offers two kinds of purchases, and the rules differ for each:

  • Digital purchases — in-app paid features that are delivered instantly, such as unlocking a sender's identity or buying Chithi credits.
  • Gift orders — physical gifts purchased through the Chithi.me Marketplace and delivered to a recipient.

1. Digital Purchases

  • Digital features are delivered and used instantly, so they are generally non-refundable once delivered to your account.
  • We will, however, issue a refund or an equivalent credit if:
    • you were charged but the feature was not delivered due to a technical error;
    • you were charged more than once for the same purchase (duplicate transaction); or
    • a transaction is confirmed to be unauthorized after our review.
  • Hint credits are not refundable. They are delivered to the Chithi.me account you name as soon as the payment clears, and they do not expire, so there is nothing to return. We do not refund unused credits or change of mind.
  • Credits sent to the wrong Chithi.me account are moved to the right one by support, as long as they have not been used. Write to us with the purchase number. This is a move, not a refund: the money stays with us and the credits follow it. Credits that have already been spent on a letter cannot be moved.
  • Requests relating to a digital purchase must be made within 3-7 days of the transaction.

2. Marketplace Orders

  • Marketplace orders cannot be cancelled once payment is complete. If something has gone wrong with an order, contact us as soon as possible and we will do our best to help while the shop has not yet started on it.
  • Any Marketplace order is eligible for a full refund, including any service fee, if:
    • we are unable to fulfil it; or
    • the item sells out before your payment completes.
  • If an anonymous gift is declined by the recipient, or is not accepted within 24 hours, the product price and the delivery fee are refunded in full. The platform service fee shown at checkout is retained, as it covers the gift service already provided.
  • Once an order has been dispatched, it is no longer refundable — except where the item arrives damaged, defective, or incorrect. In that case, please report it within 7 days with supporting photos so we can arrange a replacement or refund.
  • Because Marketplace gifts are sent anonymously, all refund communication takes place only with the sender who made the payment.

How and when gifts are delivered is described in our Delivery Policy.

3. How to Request a Refund

To request a refund, contact our customer service team at support@chithi.me with your order/transaction number and details of the issue. Our team will review your request and notify you of its approval or rejection.

4. Refund Processing and Method

If your refund is approved, it will be processed to your original payment method — the same card or mobile financial service (bKash, Nagad, Rocket) used for the purchase — within 3 to 7 working days of approval.

5. Late or Missing Refunds

If you have not received an approved refund within the expected time frame (typically 3 to 7 working days after processing):

  1. Check your bank account or MFS wallet again.
  2. Contact your card-issuing bank or MFS provider, as posting times can vary.
  3. If you have done all of this and still have not received your refund, please contact us at support@chithi.me.

6. Non-Refundable Items

The following are not eligible for a refund:

  • Digital features that have already been delivered or used (except in the technical, duplicate, or unauthorized-charge cases above).
  • Completed deliveries, except where the item is damaged, defective, or incorrect.
  • The platform service fee on an anonymous gift that was declined or not accepted in time.
  • Free or promotional credits and rewards.

7. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes take effect immediately upon posting on our website. By making a purchase on Chithi.me, you agree to and accept the terms of this policy.

8. Contact Us

For any question about this policy or a specific transaction, contact our customer service team at support@chithi.me.

Thank you for using Chithi.me.