Cancellation & Returns

Cancellation and Returns Policy - Information about cancelling packages and requesting refunds

Cancellation & Returns Policy

Last updated: November 17, 2025

Premium Package Cancellation

You can cancel your premium package at any time. Here's what you need to know:

Cancellation Process

  1. Log in to your account
  2. Go to Payment History
  3. Select the active package you want to cancel
  4. Click "Cancel Package" or contact us through the Contact page
  5. Confirm your cancellation request

What Happens After Cancellation

  • Your premium features will remain active until the current package expiry date
  • No refund will be issued for the unused portion of the package
  • After expiry, your account will automatically revert to free membership
  • You can upgrade to premium again at any time
  • Your profile and data will remain intact

Account Cancellation

Temporary Deactivation

If you want to take a break without losing your data:

  • Go to Settings → Privacy
  • Select "Hide My Profile"
  • Your profile will be hidden from searches
  • You can reactivate anytime by unhiding your profile
  • Your premium package validity continues during this period

Permanent Account Deletion

If you wish to permanently delete your account:

  1. Contact us through the Contact page
  2. Request account deletion with your registered email
  3. Confirm your identity
  4. We will process the deletion within 48 hours
  5. All your data will be permanently removed
  6. This action cannot be undone

Important: Account deletion does not automatically cancel premium packages or entitle you to a refund.

Refund Eligibility

You May Be Eligible for a Refund If:

  • Technical issues prevented access to premium features within 48 hours of purchase
  • You were charged twice for the same package (duplicate payment)
  • There was a payment processing error
  • Service was unavailable for more than 7 consecutive days
  • Features advertised were not delivered

You Are NOT Eligible for a Refund If:

  • You changed your mind after purchasing
  • You didn't find suitable matches
  • You've already used the premium features
  • More than 7 days have passed since purchase
  • Your account was suspended for violating terms
  • You voluntarily cancelled the package

Refund Request Process

  1. Contact Us: Use the Contact page within 7 days of purchase
  2. Provide Details:
    • Transaction ID
    • Order/Payment confirmation number
    • Date of purchase
    • Package name
    • Detailed reason for refund
  3. Review: Our team will review within 3-5 business days
  4. Decision: You'll receive email notification about approval/rejection
  5. Processing: Approved refunds processed within 7-10 business days
  6. Receipt: Refund credited to original payment method

Refund Timeline

  • bKash: 5-7 business days
  • Bank Transfer: 7-10 business days
  • Other Methods: 7-14 business days

Note: Processing times may vary depending on your bank or payment provider.

Partial Refunds

In exceptional circumstances, we may offer partial refunds:

  • Service disruptions affecting premium features
  • Technical issues partially limiting functionality
  • Partial refund amount calculated based on unused days

Dispute Resolution

If your refund request is denied and you disagree:

  1. Reply to the rejection email with additional information
  2. Request escalation to senior management
  3. We will conduct a second review within 5 business days
  4. Final decision will be communicated via email

Promotional Package Cancellations

  • Packages purchased during promotions follow the same cancellation policy
  • Refunds (if eligible) are based on the actual amount paid, not the original price
  • Promotional offers cannot be transferred or exchanged

Auto-Renewal Cancellation

We currently do not offer auto-renewal. However, if this feature is introduced:

  • You can cancel auto-renewal anytime before the next billing date
  • Cancellation must be done at least 48 hours before renewal
  • You will receive reminder emails before auto-renewal

Exceptions and Special Cases

Medical Emergency

In case of serious medical emergencies (with proof), we may consider special refund arrangements on a case-by-case basis.

Bereavement

We understand difficult times. Contact us with documentation for compassionate consideration.

Package Modifications

  • You cannot downgrade or modify an active package
  • You can purchase additional packages anytime
  • Multiple packages cannot be combined
  • Wait for current package expiry before purchasing a different tier

Terms and Conditions

  • All refund decisions are at Engineer's Matrimony's discretion
  • Refund policy may be updated without prior notice
  • Continued use implies acceptance of updated terms
  • All refund communications should be through official channels

Contact for Cancellation Support

For cancellation or refund assistance:

  • Visit our Contact page
  • Provide all required information for faster processing
  • Check your spam folder for our responses
  • Response time: 24-48 hours for initial acknowledgment

FAQ

Q: Can I cancel after using premium features?

A: Yes, you can cancel anytime, but no refund will be issued for used features.

Q: What if I accidentally purchased the wrong package?

A: Contact us within 24 hours with proof of accidental purchase. We'll review on a case-by-case basis.

Q: Will I lose my matches if I cancel?

A: No, your existing connections remain, but you may lose access to unlimited connection requests.

Q: Can I transfer my package to another account?

A: No, packages are non-transferable and account-specific.

For more questions, visit our FAQ page or contact us.

Last updated: November 17, 2025
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