This policy explains when an order placed with RampsBD can be cancelled or refunded, how to raise a claim, and exactly how long the money takes to reach you. It applies to every payment made through https://www.rampsbd.com and to every invoice settled through our SSLCOMMERZ payment gateway.

1. Nature of Our Products & Services

RampsBD supplies software licences, subscriptions, custom development and professional services. These are digital and service-based products; no physical goods are shipped, so there is no physical return or courier process. “Return” in this policy means the cancellation of a service or the revocation of a software licence, together with any refund due.

2. When You Can Cancel

• Before work begins. You may cancel any order in full at any time before implementation, configuration or development work has started.
• After work begins. You may cancel an ongoing project with written notice. Work completed and third-party costs already committed up to the cancellation date remain payable; the unused balance is refunded.
• Subscriptions and retainers. You may cancel renewal at any time before the next billing date. The service continues to the end of the period already paid for.
• By us. If we are unable to deliver an accepted order, we cancel it and refund the amount paid in full.

3. Refund Eligibility

You are eligible for a refund when:

• You were charged twice, or charged an incorrect amount, for the same order.
• Payment was deducted but the order was not created or the service was never activated.
• The delivered service materially fails to match the agreed written specification and we are unable to remedy it within a reasonable period.
• You cancelled a confirmed order before any work commenced.
• We cancelled the order because we could not deliver it.

A refund is not available when:

• The service has been fully delivered and accepted in line with the agreed specification.
• The request stems from a change of mind after development or configuration work has been completed.
• The request relates to new requirements that were never part of the agreed scope.
• Delivery was prevented by outstanding inputs, access, approvals or content from your side.
• A third-party cost committed on your behalf (domain, SSL certificate, third-party licence, hosting, gateway fee) is non-recoverable from the supplier — that component is deducted and the balance refunded.
• The claim is raised more than 7 days after the payment date.

4. How to Claim a Refund

1. Email [email protected] (copy [email protected]) from the address used at checkout.
2. Include your order or invoice reference, the transaction date, the amount paid and the reason for the claim.
3. Attach the payment confirmation or gateway receipt you received.
4. We acknowledge within two (2) working days and may ask for clarification.
5. We confirm approval or rejection — with reasons — within five (5) working days.
6. Approved refunds are released within 7 to 10 working days.

5. Refund Timeline at a Glance

6. How Refunds Are Paid

• Refunds are always returned to the original payment method used for the purchase — the same card, bank account or mobile wallet. We cannot redirect a refund to a different account.
• Card payments are reversed through SSLCOMMERZ to the issuing bank; mobile financial service payments are returned to the paying wallet number.
• Refunds are issued in Bangladeshi Taka (BDT). For an international card, the amount your issuer credits may differ slightly because of exchange rate movement between purchase and refund. That difference is set by your issuer and is outside our control.
• Non-recoverable payment gateway charges and any third-party costs already committed on your behalf are deducted from a partial refund; the deduction is itemised in writing before the refund is released.
• No refund is ever paid in cash.

7. Disputes and Escalation

If you are not satisfied with a refund decision, reply to the decision email within seven (7) days and the matter will be escalated to our management for a final review. We ask that you contact us before raising a chargeback with your bank so that the issue can be resolved directly and more quickly.

8. Changes to This Policy

We may revise this policy to reflect changes in our services or in applicable regulation. The updated version applies from the date it is published on this page. Claims relating to orders already placed are assessed under the policy in force at the time of purchase.