• The total EBL SKYCOINS displayed includes all applicable fees, surcharges and taxes. It excludes applicable airport taxes, baggage and other charges which may be payable to the airline or at certain airports. Some airlines and fare rules do not include baggage as part of the booked fares. Also, airline rules vary from time to time without prior notice. It is advisable to contact the airline directly or visit the airline’s website to learn more about baggage limits and other terms & conditions of the airline.
• There will be no refund for 'no-shows' or any partial refund for unused flights.
• For any information regarding your Frequent Flyer miles, please contact the airline directly. EBL does not facilitate the Frequent Flyer miles program for EBL SKYCOINS.
• Kindly ensure that you have the relevant visa, immigration clearance and a passport with a validity of at least 6 months.
• To avail infant fares, an infant must be under 24 months throughout the entire itinerary you are booking. This includes both onward and return journeys. If the infant is 24 months or above on the return journey, you'll need to make a separate booking using a child fare.
• Infants must be accompanied by an adult at least 18 years of age.
• EBL is not responsible for any schedule change by the airline after issuance of the ticket but you will be informed on the email address provided at the time of booking by the airline. It is advisable to check your flight timings 24 hours prior to your flight departure. You can contact the airline directly and get confirmation about your flight departure.

Please note that EBL reserves the right to alter any and all fees from time to time, without notice.

Check in:

• As per the airline rules, the standard check-in time begins 3 hours before departure. The passenger needs to check-in at least 3 hours prior to departure for all international flights, else it will be considered as a ‘No show’.
• Infants must have valid proof-of-age documents showing that the infant is less than 24 months old. You need to carry appropriate travel permissions (valid passport, visa, immigration clearance etc.) during the travel period. EBL is not responsible for lack of documents produced during check-in.

Amendments:

• Depending on the airline's policy, some booked flights may not be amended.
• EBL can assist you with amendments to most bookings. You will need to call our Contact Center and provide all of your amendment details. In some cases, though, you'll need to contact the airline directly to make any change to your current booking.
• Every booking made on EBL SKYCOINS is subject to amendment charges levied by the airline, which may vary by flight and booking class.
• If you amend your booking, you will be charged the difference in fare, if any, applicable when the amendment is made. However if the new fare is lower than the original fare, difference in the amount will not be refunded.
• In addition to the airline's amendment charges, EBL charges an amendment handling fee of 2,000 EBL SKYCOINS per passenger. We'll also collect the difference in fare from your EBL SKYCOINS Account, if any, applicable when the amendment is made. If you do not have enough EBL SKYCOINS for the new fare and any applicable fees and charges, the amendment cannot be done.

Cancellation Policy:

There will be no refund of the EBL SKYCOINS for the cancellation. For any reasons not initiated by the member i.e. tickets sold out and/or any other unforeseen circumstances wherein members are denied to fly, applicable EBL SKYCOINS will be refunded back into the members account. Refund in this case, may take up to 2 working weeks depending on the airlines and situation. This again is as per the discretion of the Eastern Bank PLC.

Booking Policy:

The standard check-in time is after 2 pm (local time) and check-out time is 12 pm. This could vary from season to season and/or city to city. Please remember to check under the hotel details section before redeeming.

An Early Check In or a Late Check Out facility depends completely on the hotel’s room availability on that particular date. EBL cannot guarantee anything to you in this regard.

Not all hotels include complimentary breakfast; please ensure this is checked under the hotel details section before redeeming.

As a general policy, a single room can accommodate a maximum of 2 adults and/or 2 adults and 2 children.

Please note that there is no need to reconfirm the hotel booking once done. Please do not call the hotel directly to get confirmation about your hotel booking.

Amendments:

Once a hotel is booked through EBL SKYCOINS, no change/amendment in the hotel booking dates is allowed. If the customer wishes to change his check-in and check-out dates, a completely new hotel booking would have to be made. There will be no refund of EBL SKYCOINS granted on the original booking.

Cancellation Policy:

For bookings made through EBL SKYCOINS, no cancellations are allowed if done voluntarily by the member. Hence, no EBL SKYCOINS will be refunded back to the members account. For any reasons not initiated by the member i.e. tickets sold out and/or any other unforeseen circumstances wherein members are denied to stay, applicable EBL SKYCOINS will be refunded back into the members account. Refund in this case, may take up to 1 working week depending on the situation. This again is as per the discretion of the Eastern Bank PLC.

Please do not call the hotel directly for reservation changes or cancellations as the same would not be entertained.

Booking Policy:

Once car redemption is done by a member, the confirmation is not immediate. It takes a minimum of 24-48 hours for a confirmation.

In case the requested car pick-up and drop-off location is different, there could be a surcharge fee plus applicable taxes. This will be notified at the time of booking itself via email and only once a confirmation is sought from the customer, the confirmation process would be carried out.

Amendments:

Once the car rental booking is done, the existing booking cannot be amended. You need to inform EBL about cancelling the existing one and booking a new one. Here, you will not get any refund for the cancellation of your booking.

Cancellation Policy:

For bookings made through EBL SKYCOINS, no cancellations are allowed if done voluntarily by the member. Hence, no EBL SKYCOINS will be refunded back to the members account. For any reasons not initiated by the member i.e. cancelled by the service provider and/or any other unforeseen circumstances wherein members are denied to enjoy the service, applicable EBL SKYCOINS will be refunded back into the members account. Refund in this case, may take up to 1 working week depending on the situation. This again is as per the discretion of the Eastern Bank PLC.

Booking Policy:

• Your purchased merchandise will be delivered within 2 working weeks (subject to availability of stock).
• Products are delivered only within Bangladesh.
• Sometimes there are restrictions to deliver products to certain regions. Once an order is placed, we would be informing you of the same and the order will be cancelled if the courier faces restrictions to deliver in that region.
• Once an order is placed, it cannot be exchanged or upgraded.

Cancellation Policy:

Once the order is placed, a voluntary cancellation is not permitted. Hence, EBL SKYCOINS will not be refunded for the same. But there are times when a product request is made by you but fails to reach you due to the product being out of stock or any other reason initiated by the merchant. In such cases, your EBL SKYCOINS will be refunded to you.

Replacement of damaged product:

In case the product is received in a damaged condition, please call our Contact Center at 16230, within 24 hours of receiving the product. You need to write to us at cardsteam@ebl-bd.com with details and proof of damage or fault. The damaged product will be replaced following the terms and conditions. In the event we do not receive your request within 24 hours, no product replacement will be initiated and there will be no refund of EBL SKYCOINS.

Incorrect Product:

At times when you receive a product different from what you requested, please call our Contact Center at 16230, within 24 hours of receiving the product. You need to write to us at cardsteam@ebl-bd.com with details and proof of the incorrect product. The product will be replaced with your requested product. In the event we do not receive your request within 24 hours, no product replacement will be initiated and there will be no refund of EBL SKYCOINS.

Booking Policy:

• Your Gift Voucher details will be emailed within 24 hours to your registered email address (subject to availability of stock). More details can be found on that email.
• Gift vouchers have an expiry date and the receiver has to utilize the vouchers within the expiry date. No extension of the expiry date will be allowed.
• Gift Voucher can only be used once to make a purchase. Any unused amount at the time of making the purchase will be forfeited. In case the transaction amount is more than the value contained in the Gift Voucher, the balance amount can be paid through other payment methods.
• Gift Voucher does not accept cashbacks, refunds or returns.
• The merchant retains the right to reject any voucher that has been tampered with or found in any way unacceptable.
• EBL will not be responsible if a Gift Voucher is lost, stolen, damaged or destroyed and no replacement and refund of EBL SKYCOINS will be provided in any circumstance.

Cancellation Policy:

Once the Gift Voucher is purchased, a voluntary cancellation is not permitted. Hence, EBL SKYCOINS will not be refunded for the cancellation.