Refund Policy

1. When we refund

Payments are not refundable, except in these cases:

• a billing error, such as being charged the wrong amount;
• a duplicate charge for the same purchase;
• a paid service we failed to deliver.

You need to ask within 7 days of paying, and without substantial use of what you bought.

2. How to ask

• Students: signed in, open Help and contact and choose Billing and payments.
• Teachers: open Contact us in the teacher console.
• Or email [email protected].

Tell us the date, the amount, and the transaction ID of the payment, and what went wrong.

3. When the money comes back

An approved refund is paid within 10 days, back to the payment method you used.

4. What a refund changes

• A full refund ends what that payment gave you: your access end moves back by the days it added, and any add-ons bought with it end.
• A partial refund does not change your access.
• Every refund shows in your payment history.
• Teachers: an unused Pay as you go balance is refunded only in the cases above. A full refund of a top-up returns only the part not yet spent.

5. Cancelling

• Plans never renew by themselves, so there is nothing to cancel.
• A manual bKash payment that is still waiting for review can be withdrawn from your Billing page.
• Days left on a plan are not refunded when an account is suspended for misuse or when you delete your account.

6. If you are not satisfied

Write to us first at [email protected], and we will try to put it right. You can also complain to the Directorate of National Consumer Rights Protection (DNCRP) or go to court. See also our Terms of Use.