Purpose
This Refund & Dispute Resolution Policy outlines how refunds, cancellations, chargebacks, and disputes are managed for transactions processed via our Payment Gateway Services (BDT Wallet & USD Wallet).
The policy ensures transparency, compliance with Bangladesh Bank, BFIU, international financial regulations, PCI-DSS, and card network rules (Visa/Mastercard/PayPal), and protection for both Merchants and Customers.
Scope
This policy applies to:
- Merchants using our payment gateway.
- Customers making payments via our platform.
- Transactions processed in local currency (BDT) and international currency (USD).
General Principles
Refunds are subject to Merchant's refund and cancellation policy.
The Company only facilitates refunds β the Merchant is responsible for approving and funding them.
Refunds will only be processed to the original payment method (no cash/manual refunds).
Refunds may take:
BDT Transactions: 3β7 working days.
USD Transactions: 7β15 working days (due to international settlement).
Refund Process
Customer Request: Customer must contact the Merchant directly to request a refund.
Merchant Action: Merchant reviews and approves/declines the refund as per their internal policy.
Gateway Processing: Upon Merchant's approval, the Company processes the refund back to the original payment source.
Notification: Both Merchant and Customer will be notified by email/SMS.
Disputes & Chargebacks
If a Customer disputes a transaction via their bank/card issuer, a chargeback may be initiated.
Merchant must provide:
Proof of product/service delivery.
Signed invoices, delivery slips, or digital logs.
Refund/return policy communicated to customer.
If Merchant fails to provide valid proof, the disputed amount will be deducted from Merchant's settlement balance.
Chargeback fees may apply as per card network rules.
Non-Refundable Transactions
Refunds are not allowed for:
- Illegal or fraudulent transactions.
- Services/products already consumed or delivered.
- Digital goods or subscriptions (unless required by law).
- Transactions beyond 180 days (6 months).
Merchant Responsibilities
Clearly publish refund, cancellation, and return policies on their website/app.
Provide accurate transaction details to avoid disputes.
Respond to refund/chargeback requests within 5 working days.
Maintain proper customer service channels.
Company Responsibilities
Provide technical support for refund processing.
Ensure refunds comply with financial regulations.
Cooperate with banks, card networks, and regulators in case of disputes.
Withhold or reverse settlements if fraudulent activity is detected.
Compliance & Legal
Refunds must comply with Bangladesh Bank guidelines for BDT.
USD refunds must comply with international banking and foreign exchange laws.
Company may decline refunds if required by law enforcement or regulators.
Dispute Resolution
Step 1: Customer contacts Merchant.
Step 2: Merchant resolves within 7 working days.
Step 3: If unresolved, Company acts as neutral mediator.
Step 4: If still unresolved, dispute may proceed to:
Bangladesh Bank (for BDT transactions).
Arbitration / card network dispute resolution (for USD transactions).
Governing Law
BDT transactions: Governed by the laws of Bangladesh.
USD transactions: Governed by international financial and card network regulations.
Contact Information
For Refunds & Disputes, contact:
π§ Email: [support@yourcompany.com]
π Phone: [+880-XXX-XXXXXXX]