Refund & Cancellation Policy
Effective Date: 6 October 2026
Refund & Cancellation Policy
Explore Technology Solutions Bangladesh ("ETSB", "we", "us", or "our") aims to provide clear and fair procedures for refund and cancellation requests. This policy applies to purchases made through our online store and should be read together with our Terms & Conditions, Digital Products & Download Policy, and any product- or service-specific terms.
1. General Principle
Refund and cancellation eligibility depends on the type of product or service, payment status, delivery or access status, applicable product terms, and applicable law.
Customers should review the product description, delivery method, compatibility or usage requirements, and applicable terms before placing an order.
2. Digital Products
Digital products are normally non-refundable after successful delivery, download, or access because digital content can generally be copied or consumed immediately after delivery.
ETSB may nevertheless approve a refund or another appropriate remedy in circumstances including:
- a verified duplicate charge;
- a technical non-delivery problem attributable to ETSB that cannot be resolved through reasonable support;
- a released file that is corrupted or unusable and cannot be remedied by replacement, corrected delivery, or another reasonable support action; or
- a refund or remedy required by applicable law, payment-provider rules, contractual obligations, or other binding requirements.
3. Refund Requests and Download Entitlement
Submitting a refund request does not by itself remove the customer's existing download entitlement. Access may remain available while ETSB reviews the request, unless access must be restricted for security, fraud-prevention, legal, payment-dispute, or other legitimate reasons.
When a full refund has been approved and completed, future download entitlement for the refunded digital product may be disabled. This does not alter records that ETSB is required to retain for financial, security, audit, fraud-prevention, dispute, or legal purposes.
4. Duplicate or Incorrect Charges
Customers who believe they have been charged more than once or charged an incorrect amount should contact ETSB promptly and provide the relevant order and payment information. Verified duplicate charges will be handled through an appropriate refund or correction process.
5. Technical Delivery Problems
If an eligible customer cannot receive, access, or download a purchased digital product because of a technical issue attributable to ETSB, we will first make reasonable efforts to restore access, provide a replacement file, or provide another appropriate delivery method.
If the issue cannot reasonably be remedied, ETSB may approve a refund or another appropriate remedy.
6. Training and Professional Services
Training, consulting, implementation, technical support, and other professional services may have separate cancellation or refund conditions based on scheduling, work already performed, materials already supplied, non-recoverable costs, or the applicable statement of work or engagement terms.
7. Processing of Approved Refunds
Approved refunds will normally be processed using an appropriate available method, including the original payment channel where supported. Processing time may depend on the relevant bank, payment processor, card network, or other financial institution.
8. Fraud, Abuse and Payment Disputes
ETSB may investigate refund requests associated with suspected fraud, unauthorized transactions, abuse, repeated misuse, chargebacks, or other payment disputes. Download or account access may be restricted where reasonably necessary to protect customers, ETSB, or its systems.
9. Contact
For refund or cancellation assistance, contact [email protected] and include the relevant order number and a clear description of the issue. Do not send passwords, security codes, or other sensitive authentication information.