Effective Date: April 15, 2026
Last Updated: April 15, 2026
1. Overview
This Refund Policy explains the terms and conditions under which Walima (“we,” “our,” or “us”) processes refunds for premium subscription purchases made on the Walima Platform, including our website (walima.app) and mobile applications on the Google Play Store and Apple App Store.
This policy applies to all payments processed through our integrated payment gateways: SSLCommerz, bKash, and Nagad for Bangladesh users, and Stripe for international users. It should be read alongside our Terms and Conditions (walima.app/terms) and Privacy Policy (walima.app/privacy).
We are committed to being fair, transparent, and responsive to our members. While premium subscriptions are generally non-refundable once activated, we recognize that there are legitimate circumstances where a refund is warranted, and we have designed this policy to address those situations clearly.
2. Premium Subscription Plans
Walima offers five premium subscription tiers, each with different durations and features:
Harmony (3 Months): Up to 15 daily matches and up to 20 messages per day.
Promise (3 Months): Up to 25 daily matches and up to 40 messages per day.
Soulmate (6 Months): Up to 40 daily matches and up to 80 messages per day.
Forever (6 Months): Up to 60 daily matches and up to 150 messages per day.
Destiny (12 Months): Up to 100 daily matches and unlimited messages.
All plans include access to AI-powered matching, AI compatibility summaries, advanced search filters, and priority customer support. Higher-tier plans include additional features such as cold messaging, profile boost, contact exchange, and the ability to see who viewed your profile. Current pricing, including promotional discounts, is displayed on the Platform’s pricing page at the time of purchase.
3. General Refund Policy
All premium subscription purchases provide immediate access to premium features upon successful payment verification. By purchasing a subscription, you acknowledge that you are receiving immediate access to digital content and services.
Premium subscriptions are generally non-refundable once activated, except in the circumstances described in this policy, including our 21-Day Money-Back Guarantee (Section 5) and the specific refundable scenarios outlined in Section 4.
Subscriptions on Walima do not auto-renew unless you explicitly enable auto-renewal. Upon expiry of your subscription period, your account automatically reverts to the free tier.
4. When You Are Eligible for a Refund
Refunds may be issued in the following circumstances:
4.1 Technical Failure — Payment Charged but Premium Not Activated
If your payment was successfully processed by the payment gateway (SSLCommerz, bKash, Nagad, or Stripe) but your premium subscription was not activated due to a technical error on our end (such as a webhook failure, server error, or subscription activation failure), you are entitled to either immediate manual activation of your premium subscription by our support team, or a full refund of the amount paid. To resolve this, contact support@walima.app with your transaction ID, registered email or phone number, and the payment gateway used. Our team will verify the payment against our immutable payment ledger and resolve the issue within 48 hours.
4.2 Duplicate Payment
If you were charged more than once for the same subscription due to a payment processing error (double charge), you are entitled to a full refund of the duplicate amount. Our system uses idempotency keys and payment signature verification to prevent duplicate charges, but if one occurs, contact us with both transaction IDs and we will issue a refund for the duplicate charge within 48 hours.
4.3 Unauthorized Payment
If a premium subscription was purchased from your account without your authorization (for example, if someone gained unauthorized access to your account or device), you may request a refund within 21 days of the transaction. We will investigate the claim, which may include reviewing login records, device fingerprints, and IP addresses. If the unauthorized transaction is confirmed, a full refund will be issued. We also recommend immediately changing your password and enabling additional security measures.
4.4 Extended Platform Downtime
If the Walima Platform experiences extended, continuous downtime of more than 72 consecutive hours during your active subscription period due to a failure on our end (not caused by force majeure, scheduled maintenance, or third-party service outages beyond our control), you are eligible for a pro-rata refund or a subscription extension for the affected period. Scheduled maintenance windows do not count toward downtime. Our uptime is monitored continuously and we maintain public uptime records.
4.5 Accidental Purchase (Within 24 Hours)
If you accidentally purchased a premium subscription and have not used any premium features (no interests sent, no premium messages sent, no premium search filters used, no profile boost activated), you may request a refund within 24 hours of purchase. We will verify that no premium features were accessed and, if confirmed, issue a full refund. After 24 hours, or once any premium feature has been used, accidental purchase refunds are no longer available.
4.6 Legal and Consumer Protection Requirements
We honor refund rights required by applicable consumer protection laws in your jurisdiction. This includes but is not limited to:
EU/EEA/UK users: The right of withdrawal under the Consumer Rights Directive (14-day cooling-off period) may apply where you have not waived it by consenting to immediate access to digital content. If you consented to immediate access upon purchase, the right of withdrawal is waived, but you may still be eligible for a refund under other provisions of this policy.
California (USA) users: Rights under the California Consumer Protection laws.
Bangladesh users: Rights under applicable consumer protection laws and the Bangladesh PDPO 2025.
Google Play users: Google’s own refund policies may also apply. Google offers an automatic refund window of up to 48 hours for purchases made through Google Play’s billing system. You can request a refund directly through Google Play at play.google.com/store/account. After 48 hours, Google directs users to the developer (Walima) for refund requests.
Apple App Store users: Apple manages refunds for purchases made through their in-app purchase system. You can request a refund directly from Apple at reportaproblem.apple.com. Apple reviews and processes these refund requests at their own discretion. If Apple issues a refund, the corresponding premium subscription on Walima will be deactivated.
5. 21-Day Money-Back Guarantee
We stand behind our AI matching technology. If you purchase any Premium Subscription and do not receive at least one (1) match within the first 21 consecutive days from the date of subscription activation, you are entitled to a full refund of the subscription amount paid. This is our 21-Day Money-Back Guarantee.
5.1 Eligibility Conditions
To qualify for the 21-Day Money-Back Guarantee, all of the following conditions must be met:
Your profile must be 100% complete, including at least one approved profile photo, completed personal information, religious details, education and career, family information, partner preferences, and bio/about me section.
Your profile must have been actively visible (not deactivated or hidden) for the entire 21-day guarantee period.
You must have logged in to the Platform on at least 15 out of the 21 days during the guarantee period.
Your partner preferences must not be set so narrowly that they exclude the vast majority of available profiles. Walima reserves the right to determine, at its reasonable discretion, whether preferences are unreasonably restrictive. For example, specifying a single city with very few registered users combined with highly specific age, education, and profession requirements that collectively reduce the eligible pool to near zero would be considered unreasonably restrictive.
You must not have violated any provision of our Terms and Conditions or Community Guidelines during the guarantee period. Accounts that have been suspended, flagged for misconduct, or found to have submitted false profile information are not eligible.
You must not have declined or ignored all match suggestions and interests received during the 21-day period. If the Platform delivered match suggestions or interests to you but you declined or did not respond to all of them, the guarantee does not apply.
5.2 Definition of “Match” for Guarantee Purposes
For the purposes of this guarantee, a “match” is defined as a mutual connection where another User has accepted your interest, or you have received at least one interest from another User during the 21-day period. The match does not need to result in a conversation, meeting, or marriage proposal. The receipt of at least one mutual interest acceptance or incoming interest constitutes a valid match for guarantee eligibility purposes.
5.3 How to Claim
To claim the 21-Day Money-Back Guarantee:
Submit your refund request within 7 days after the 21-day guarantee period expires. This means you must submit your claim between Day 22 and Day 28 from the date of subscription activation. Requests submitted after Day 28 will not be eligible.
Send your claim to support@walima.app with the subject line “21-Day Money-Back Guarantee Claim.” Include your registered email address, registered phone number, transaction ID, and subscription plan name.
Our team will verify the eligibility conditions within 5 business days by reviewing your account activity, profile completeness, login history, and match/interest records during the 21-day period.
If approved, the full subscription amount will be refunded to the original payment method (SSLCommerz, bKash, Nagad, or Stripe) within 7 to 14 business days. Gateway processing fees, if any, may be deducted from the refund amount.
5.4 Additional Guarantee Terms
The 21-Day Money-Back Guarantee can be claimed only once per User. If you have previously received a refund under this guarantee and purchase a new subscription, the guarantee does not apply to subsequent purchases.
Upon approval of the refund, your Premium Subscription will be immediately downgraded to the free tier and all premium features will be deactivated.
This guarantee applies to all five Premium Subscription tiers (Harmony, Promise, Soulmate, Forever, and Destiny).
Walima reserves the right to modify, suspend, or discontinue the 21-Day Money-Back Guarantee at any time with 21 days’ prior notice. Changes will not affect guarantee claims for subscriptions purchased before the modification takes effect.
Fraudulent or abusive guarantee claims, including intentionally not engaging with the Platform to force eligibility, will be investigated and may result in claim denial and account termination.
6. Non-Refundable Scenarios
Refunds will NOT be provided in the following situations:
You voluntarily deactivate or delete your account before the subscription period expires. Deactivating or deleting your account is your choice and does not entitle you to a refund for the remaining unused subscription period.
Your account is terminated by Walima due to a violation of our Terms and Conditions, Community Guidelines, or any applicable law. In such cases, any active premium subscription is forfeited without refund.
You are dissatisfied with the quality or quantity of matches received, unless you qualify under the 21-Day Money-Back Guarantee (Section 5).
You successfully find a partner through the Platform and no longer need the service.
You did not use the premium features during your subscription period. Non-use does not constitute grounds for a refund.
Changes in your personal circumstances, such as relocation, change of mind about marriage, or personal reasons unrelated to the Platform’s functionality.
Temporary Platform unavailability due to scheduled maintenance, minor technical issues, or third-party service outages (such as payment gateway downtime) that are resolved within 72 hours.
Dissatisfaction with AI-generated suggestions, compatibility scores, or automated content. AI features are tools to assist matchmaking and are not guaranteed to produce specific results.
You purchased through a promotional or discounted offer and are requesting a refund based on the full (non-discounted) price.
7. How to Request a Refund
7.1 Requesting a Refund from Walima
To request a refund directly from Walima, follow these steps:
Send an email to support@walima.app with the subject line “Refund Request.”
Include the following information in your email: your registered email address, registered phone number, the premium plan you purchased (Harmony, Promise, Soulmate, Forever, or Destiny), the transaction ID (found in your payment confirmation email/SMS), the payment gateway used (SSLCommerz, bKash, Nagad, or Stripe), the date of purchase, and a clear explanation of the reason for your refund request.
You may also submit a refund request through the AI customer support chatbot within the Platform, or through the in-app support page at Settings > Help & Support > Request Refund.
7.2 Requesting a Refund Through Google Play
If you purchased your subscription through Google Play’s billing system, you may also request a refund directly from Google:
Within the first 48 hours of purchase, visit play.google.com/store/account, find the order under “Budget & order history,” click “Report a problem,” select the appropriate reason, and submit your request.
After 48 hours, Google directs users to contact the app developer (Walima) directly. In this case, follow the process in Section 7.1.
Google typically processes refund decisions within 1 to 4 business days. If approved, funds are returned to your original payment method within 4 to 10 business days.
7.3 Requesting a Refund Through Apple App Store
If you purchased your subscription through Apple’s in-app purchase system, Apple handles all refund requests:
Visit reportaproblem.apple.com, sign in with your Apple Account, find the subscription purchase, and select “Request a refund.”
Apple reviews and processes refund requests at their own discretion based on their refund policies.
Walima cannot directly process refunds for purchases made through Apple’s in-app purchase system. If Apple issues a refund, the corresponding premium subscription on Walima will be deactivated upon receiving Apple’s refund notification.
If Apple denies your refund request and you believe you are eligible under this Refund Policy, contact us at support@walima.app and we will work to assist you through alternative means where possible.
8. Refund Processing by Payment Gateway
Once a refund is approved, processing times vary by payment gateway:
SSLCommerz (Bangladesh — Cards, Mobile Banking, Internet Banking):
Refunds are coordinated through SSLCommerz’s merchant refund process.
Credit/debit card refunds: 7 to 14 business days for the amount to appear on your card statement.
Mobile banking and internet banking refunds: 5 to 10 business days to your originating bank account.
Refund reference number will be provided in your refund confirmation email.
bKash (Bangladesh — Mobile Wallet):
Refunds are processed to the bKash wallet number used for the original payment.
Processing time: 3 to 7 business days.
You will receive an SMS notification from bKash when the refund is credited.
Nagad (Bangladesh — Mobile Wallet):
Refunds are processed to the Nagad account number used for the original payment.
Processing time: 3 to 7 business days.
You will receive an SMS notification from Nagad when the refund is credited.
Stripe (International — Visa, Mastercard, Apple Pay, Google Pay):
Refunds are processed to the original payment method (card, Apple Pay, or Google Pay).
Processing time: 5 to 10 business days, depending on your bank or card issuer.
Multi-currency: refunds are issued in the same currency as the original transaction.
You will receive a confirmation email when the refund is initiated.
Google Play Billing:
Refunds are processed through Google’s system to your original payment method.
Processing time: 4 to 10 business days for credit/debit cards; up to 2 billing cycles for carrier billing.
Apple App Store:
Refunds are processed by Apple to your original payment method.
Processing time varies and is determined by Apple.
Please note that in all cases, refunds are returned to the original payment method used for the purchase. We cannot refund to a different payment method, bank account, or mobile wallet than the one used for the original transaction.
9. Refund Amount Calculation
9.1 Full Refund
A full refund of the amount paid is issued in the following cases: payment charged but premium not activated (Section 4.1), duplicate payment (Section 4.2), unauthorized payment (Section 4.3), accidental purchase within 24 hours with no premium usage (Section 4.5), and approved 21-Day Money-Back Guarantee claims (Section 5).
9.2 Pro-Rata Refund
A pro-rata (proportional) refund for the unused portion of the subscription may be issued in the following cases: extended Platform downtime exceeding 72 consecutive hours (Section 4.4), and where required by applicable consumer protection laws.
The pro-rata refund is calculated as follows: (Remaining unused days ÷ Total subscription days) × Amount paid = Refund amount. For example, if you purchased a 90-day Harmony plan for ৳2,925 and 30 days remain unused, the pro-rata refund would be: (30 ÷ 90) × ৳2,925 = ৳975.
9.3 Gateway Processing Fees
In some cases, payment gateway processing fees may be deducted from the refund amount. This occurs when the gateway charges non-reversible transaction fees (such as bKash and Nagad transaction fees). We will clearly communicate any deduction before processing the refund and will absorb gateway fees where possible.
9.4 Promotional and Discounted Purchases
If you purchased a subscription using a promotional discount or coupon code, the refund amount will be based on the actual amount you paid (the discounted price), not the full retail price.
10. Subscription Cancellation vs. Refund
It is important to understand the difference between subscription cancellation and a refund:
Cancellation means you stop your subscription from renewing at the end of the current billing period. You retain access to premium features until the subscription expiry date. No refund is issued for the remaining period. To cancel, go to Settings > Subscription > Cancel Subscription within the Platform. If you subscribed through Google Play or Apple App Store, you must also cancel through the respective store’s subscription management.
Refund means you receive money back for a qualifying purchase as described in this policy. Upon refund approval, premium features are deactivated immediately and your account reverts to the free tier.
If you have an active subscription and wish to delete your Walima account, please cancel your subscription first (especially if subscribed through Google Play or Apple App Store) to prevent future charges. Account deletion does not automatically cancel app store subscriptions.
11. Disputes and Chargebacks
We strongly encourage you to contact us at support@walima.app before initiating a payment dispute or chargeback with your bank, card issuer, or mobile wallet provider. We are committed to resolving refund requests fairly and quickly.
If you initiate a chargeback or payment dispute with your bank or payment provider without first contacting us, we reserve the right to suspend your Walima account pending resolution. Chargebacks that are found to be fraudulent or in bad faith may result in permanent account termination.
If a chargeback is filed and subsequently reversed in our favor, your account may be reinstated at our discretion.
12. Coupon Codes and Promotional Offers
Purchases made using coupon codes or promotional offers are subject to the same refund policy as regular purchases, with the following clarifications:
Refunds are calculated based on the actual amount paid after the discount, not the original retail price.
Coupon codes are non-transferable and cannot be redeemed for cash or cash equivalent.
If a refund is issued for a purchase made with a coupon code, the coupon code is not restored or reissued. It is considered used.
Free trials, if offered, do not have a monetary value and are not refundable. However, if you are charged after a free trial and believe the charge was unauthorized (for example, you cancelled before the trial ended but were still charged), you may request a refund under Section 4.3.
13. Profile Boost and Add-On Purchases
Profile Boost and other one-time add-on purchases are generally non-refundable once activated, as these features provide immediate, time-limited benefits (e.g., 24-hour enhanced visibility). Refunds for add-on purchases may be considered only in cases of technical failure where the feature was paid for but not delivered.
14. Currency and Exchange Rates
Refunds are issued in the same currency as the original transaction. For Bangladesh payments (SSLCommerz, bKash, Nagad), refunds are in Bangladeshi Taka (BDT). For international Stripe payments, refunds are in the currency of the original transaction (USD, GBP, CAD, AED, QAR, or other supported currency).
We are not responsible for any exchange rate differences between the time of purchase and the time of refund. Any exchange rate fluctuations are borne by the user.
15. Record Keeping and Payment Ledger
Walima maintains an immutable payment ledger that records every transaction. Payment records are insert-only and are never updated or deleted. All refund transactions are similarly logged with full details including the original transaction ID, refund amount, reason, approval date, processing date, and the admin or system that approved the refund.
Payment and refund records are retained for 7 years as required by financial and tax regulations in Bangladesh and other applicable jurisdictions. You may request a copy of your transaction history at any time by contacting support@walima.app.
16. Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes in our business practices, payment gateways, legal requirements, or Platform features. When we make material changes:
We will update the “Last Updated” date at the top of this policy.
We will notify you via in-app notification and/or email at least 30 days before the changes take effect.
Changes will not affect refund requests or guarantee claims for subscriptions purchased before the modification takes effect.
We will maintain an archive of previous versions available upon request.
Your continued use of the Platform and purchase of subscriptions after the effective date constitutes acceptance of the updated Refund Policy.
17. Contact Us
If you have questions about this Refund Policy, need to request a refund, or want to check the status of an existing refund request, please contact us:
Walima
Refund and Billing Support: support@walima.app
Subject Line for Refund Requests: “Refund Request”
Subject Line for Guarantee Claims: “21-Day Money-Back Guarantee Claim”
In-App Support: Settings > Help & Support > Request Refund
AI Chatbot: Available 24/7 in Bangla and English
Registered Address: H-79, Sikdar Plaza, Bir Uttam Ziaur Rahman Road, Banani, Dhaka-1213, Bangladesh
Corporate Address: House 1361, Road 12/B, Avenue 10, Mirpur DOHS, Dhaka-1216, Bangladesh
We aim to acknowledge all refund requests within 24 hours and resolve them within 5 business days. Complex cases may take up to 10 business days.