Refund & Return Policy

This Refund & Return Policy explains when and how you may request a refund for services purchased from DIPTAIT (দীপ্ত আইটি). Because we provide custom digital services — websites, mobile applications, e-commerce platforms, design, and maintenance — rather than physical goods, refunds are assessed against the work delivered and the stage of the project. Please read this policy together with our Terms of Service and Privacy Policy.

Refund Timeline & Processing

We aim to resolve every refund claim quickly and transparently:

• Acknowledgement: We confirm receipt of your refund claim within 2 working days.
• Review: We review the claim against the agreed project scope and the work delivered, normally within 3–5 working days.
• Processing: After the claim is approved, the refund is issued within 7–10 working days.
• Method: Refunds are returned to the original payment method (bKash, Nagad, card, or bank transfer). We cannot refund to a different account or payment channel.
• Bank & gateway timing: Your bank, card issuer, or mobile financial service provider may take additional time to reflect the credit in your account. Any transaction or gateway fees charged by the payment provider are non-refundable.
• Currency: Refunds are issued in Bangladeshi Taka (BDT/৳) at the amount originally paid. We are not responsible for exchange-rate differences on international payments.

Cancellation Policy

You may cancel a project or service at any time by sending written notice to business@diptait.com.bd. The amount refunded depends on when the cancellation notice is received:

• Before work begins: If you cancel before any development, design, or research work has started, you receive a 100% refund of any advance payment.
• Within 48 hours of payment (work not started): A full refund is issued, less any third-party costs already incurred on your behalf (for example domain registration or hosting).
• After work has begun: The portion of the advance covering completed work, allocated developer time, and third-party costs is retained. Any remaining balance is refunded.
• After delivery: Projects that have been delivered and accepted are not eligible for cancellation refunds.
• Recurring services: Maintenance, hosting, and support subscriptions may be cancelled at any time. Cancellation takes effect at the end of the current billing period; the current period is not refunded pro-rata.
• Cancellation by DIPTAIT: If we cancel a project for reasons within our control, you receive a full refund for all undelivered work.

What Qualifies for a Refund

A refund claim is generally approved in the following situations:

• Service not delivered as agreed: The delivered work materially differs from the scope, features, or specifications agreed in writing before the project started.
• Non-delivery: We fail to deliver the service within the agreed timeline and no revised timeline has been mutually agreed.
• Work not started: Payment was made but no work has commenced and you choose to cancel.
• Duplicate or incorrect payment: You were charged twice for the same service, or charged an amount higher than the agreed invoice. These are refunded in full.
• Unauthorised transaction: A payment was made without your authorisation and is verified as fraudulent.
• Unresolvable defects: A critical technical defect in our deliverable that we are unable to fix within a reasonable period after you report it.

Before issuing a refund we will always first offer to correct the issue — through revisions, bug fixes, or completing the missing scope — at no additional cost to you.

Non-Refundable Items

The following are not eligible for a refund:

• Completed and delivered projects that meet the agreed-upon specifications.
• Work already completed at the time of cancellation, including design drafts, wireframes, and developed modules.
• Third-party costs purchased on your behalf — domain names, hosting, SSL certificates, premium plugins, themes, stock assets, paid APIs, and app store fees.
• Payment gateway, bank, and mobile financial service transaction fees.
• Consultation, audit, strategy, and training sessions that have already been delivered.
• Change of mind after the work has been delivered and accepted, or where you no longer need the service for business reasons.
• Delays or failures caused by the client — for example, not providing content, assets, access credentials, or feedback within a reasonable time.
• Requests for features or changes outside the originally agreed scope.
• Issues caused by modifications made to the delivered work by you or a third party after handover.
• Claims submitted more than 14 days after the delivery or completion date.
• Discounted, promotional, or custom-quoted packages that were explicitly marked as non-refundable at the time of purchase.

Returns

DIPTAIT does not sell physical products, so there are no physical returns or shipping charges. For digital deliverables, a “return” means that upon an approved refund you must stop using the delivered work and delete all copies of the source code, design files, and other assets provided. Any licences or ownership rights granted for the refunded work are revoked from the date the refund is issued.

How to Claim a Refund

To request a refund, email business@diptait.com.bd with the subject line “Refund Request” within 14 days of the delivery or payment date. Please include:

• Your full name, phone number, and the email address used for the order.
• Invoice or transaction ID and the date of payment.
• The service or project the claim relates to.
• A clear description of the reason for the refund request.
• Any supporting evidence — screenshots, payment receipts, or relevant correspondence.

You may also reach us by phone at +880 1891 656488 to discuss a claim, but every refund request must be confirmed in writing by email so that we have a documented record.

Disputes

If a refund claim is declined, we will explain the reason in writing. You may respond with additional information and we will re-review the claim once. Both parties agree to attempt to resolve any disagreement through good-faith negotiation before pursuing a chargeback or formal legal action. This policy is governed by the laws of the People's Republic of Bangladesh, and any dispute is subject to the exclusive jurisdiction of the courts in Dhaka, Bangladesh.

Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes in our services, payment providers, or legal requirements. When we do, we will update the “Last updated” date at the top of this page. The policy in effect on the date of your purchase applies to that purchase.

Contact Information

For any question about this Refund & Return Policy, or to submit a claim, contact us:

• Company: Dipta IT (DIPTAIT — দীপ্ত আইটি)
• Email: business@diptait.com.bd
• Phone: +880 1891 656488
• Registered Address: H-128 (Top Floor, Left Side), Road-4, Mohammadia Housing Society, Mohammadpur, Dhaka-1207
• Trade License No: TRAD/DNCC/143472/2022
• Website: diptait.com.bd