POLICY & PROTECTION

Refund & Cancellation Policy

Transparent, fair, and automated cancellation and refund protection for all gamers.

1. Booking Cancellations & Timelines

We understand plans change. Our cancellation terms are structured as follows:

           More than 2 Hours Before Session:
          Full 100% refund or store credit voucher. Refund processed to your original bKash/Nagad wallet within 24–48 hours without any cancellation fee.
        

           Less than 2 Hours Before Session:
          50% credit voucher or free 1-time rescheduling to any other available slot within 7 calendar days.
        

2. No-Show Policy

If a guest fails to check in within 15 minutes of the scheduled start time without contacting staff, the booking is treated as a No-Show. Because the station was locked and unavailable to other customers, no-shows are non-refundable.

3. Technical Outage & Hardware Guarantee

In the unlikely event of a technical disruption on our end (such as power outage, server breakdown, hardware fault, or network failure), gamers receive:

100% Instant Full Refund via original payment method, OR
Complimentary Replacement Time added to your account plus a free beverage voucher.

4. Cafe Kitchen & Food Orders

Food and specialty coffee orders placed online or on-site are made to order fresh. Orders can be cancelled for a full refund up until kitchen preparation begins. Once preparation is underway, food orders cannot be refunded except in cases of order errors.

5. How to Request a Refund

To initiate a refund, cancellation, or rescheduling request, please contact our support team with your Booking ID / Invoice ID:

WhatsApp Concierge: Message us via our official WhatsApp support channel.
Email: refunds@respawn-cafe.gg
In-Person: Front desk reception at Comilla Police line opposite of Eastern Bank.