Cancellation Policy

Tickets purchased through Brother’s Navigation can be cancelled as per the cancellation policy below. However, as a ticket booking platform, Brother’s Navigation is bound to comply with the terms set by the Launch company. If the company denies a refund even though the claim was made within the terms mentioned here, Brother’s Navigation will be unable to issue the refund.

Failure to Pay

• No ticket will be activated until customer has paid the full amount.
• For mobile payments, it is the responsibility of the customer to verify and activate his ticket himself. Brother’s Navigation sometimes does the verification for the customer as a courtesy, but it is not Brother’s Navigation’s responsibility or service promise.
• For mobile payments, customers must complete the payment and also verify tickets within this stipulated time. During festival months, Brother’s Navigation will not complete any verifications on behalf of the customers.

Ticket cancellation eligibility

Regular Time

To be eligible for refund, customers must cancel the ticket and provide accurate refund information (detailed below) within a certain number of hours before the trip time, as outlined below.

Launch	Hours before trip time	Remarks
Every Launch	24	Excluding 10:00 pm to 7:00 am

Customers will be eligible for refund after the grace period mentioned above only if:

The trip was cancelled after the grace period

During Eid

• For eid tickets, customers are eligible for refund ONLY if the Launch cancels the trip and cannot provide an alternative arrangement.

Refund Policy

Regular Time

• No tickets will be refunded unless it has been cancelled as per the cancellation policy above
• No refunds will be processed without a written request in the correct format (as outlined below) sent to Brother’s Navigation. within the timeframe requirement given above
• Refund Request Format:
• Booking ID
• Mobile number used while buying the ticket
• Date of payment
• Method of payment (e.g., bkash)
• Mobile payment trxID (for mobile payments)
• Card type (e.g. Visa) and last 4 digits (for card payments)
• Where refund should be given to:
• Personal bKash Number (If paid through bkash) OR
• Bank details (if paid through card/online banking/DBBL mobile banking) with Account Number, Bank Account Name, Bank Name, Branch Name and Routing Code.
• No cash refund given
• For cards, refund will be given only to the card used for purchases

Timeline of refund

• Upon receiving refund requests accurately in the format outlined above, Brother’s Navigation will process refunds within 10 Launch iness days (excluding holidays/ weekends).
• For clarity, timing commitment starts from the time of receiving the ACCURATE information. If the given information contains mistakes, there may be additional delays.
• In case of payments through credit card, debit card or internet banking, after Brother’s Navigation processed the refund, the payment gateway or bank may take up to 1 week to 2 weeks to credit the amount to the customer account, which is beyond Brother’s Navigation’s responsibility. Once Brother’s Navigation has processed the refund, customers are requested to enquire at their respective bank(s) about the status of the refund.

Amount of refund

• Fees charged by payment gateways, credit / debit cards, mobile payment gateways (e.g. bKash) are non-refundable due to the policies of the respective organizations, which is beyond Brother’s Navigation control.
• As per policy, Brother’s Navigation may deduct a certain percentage (%) of the ticket price towards cancellation fee, where-ever applicable.
• For refunds through mobile payment gateways (e.g. bKash), a fee is charged by the mobile payment company which will be deducted from the eligible refund amount. Similar conditions will apply if the bank charges any such additional fee.

Special circumstances

• If a customer has sent payment to Brother’s Navigation without booking a ticket, i.e., there is no transaction ID or tickets booked/reserved by the mobile number of the mobile payment account, he can claim for refund in the similar procedure as above, without the PNR number. Such refunds will be given 20 Launchiness days (excluding Friday and Saturday) AFTER the event/trip has taken place. This is applicable for eid times also.
• Customers are requested not to pay
• by mobile payments before booking/reserving the ticket or
• by any means other than our accepted modes of payments. In such cases, we will not be able to process any refund.
• If a customer has reserved a ticket and made a payment, however, for some reason, the ticket purchase process was not successful and a ticket was not issued, a customer can claim refund as per the policy above, mobile # used for booking and other information are required. In case of card payments, the last 4 digits of the card type of card is also needed. It is to be noted that for reasons beyond Brother’s Navigation control, card payment may sometimes require time to post on the payment gateway’s panel which Brother’s Navigation uses to verify payment. Brother’s Navigation can only verify payment after it has been posted on the said panel.