1.    Purpose

This Refund and Reversal Policy establishes the principles, procedures, and timelines for processing refunds, reversals, and transaction disputes related to services provided by Shamadhan Services Limited (“Shamadhan”). The objective of this policy is to ensure transparency, consumer protection, operational consistency, and compliance with regulatory expectations set by Bangladesh Bank.

2.    Scope

This policy applies to all transactions conducted through the Shamadhan platform, including but not limited to: Fund Transfer, Bank Transfers, Merchant Payments, Bill Payments, Mobile Recharge, Add Money from Bank Account, Add Money from Debit/Credit Card through Payment Gateway, NPSB transactions, QR payments and Bulk Disbursement transactions.

3.    Key Definitions

Refund: Return of funds to the customer after a completed transaction where the merchant or service provider has approved the refund.

Reversal: Automatic or manual return of funds when a transaction fails but the customer’s account has been debited.

Chargeback: A dispute raised by a cardholder through the issuing bank for transactions conducted using debit or credit cards.

4.    General Refund Principles

1. Shamadhan shall process refunds only after proper verification of the transaction details.
2. Refund eligibility depends on the type of transaction and the involvement of third-party service providers.

• All refund or reversal activities shall be recorded in the transaction monitoring and dispute management system.

1. Shamadhan shall cooperate with banks, payment networks, merchants, and billers for resolving refund requests.
2. Refund timelines may vary depending on the service partner involved.

5.    Transaction Reversal Scenarios

System Failure or Technical Error: If a transaction fails due to system error, network failure, or timeout after the customer account has been debited, the amount shall be automatically reversed to the customer’s Shamadhan account within 24 hours (T+1).

Duplicate Debit: If the system mistakenly debits the customer account more than once for the same transaction, the duplicate amount shall be refunded after internal verification within 3–5 working days.

6.    Refund Scenarios by Transaction Type

• Merchant Payment Refund: Refund processed after merchant confirmation within 7–10 working days.
• Bill Payment Reversal: If biller rejects or fails transaction after debit, reversal within 3–7 working days depending on biller confirmation.
• Bank Transfer (BEFTN / Bank Integration): If transfer fails or is rejected by receiving bank, refund within 5–10 working days.
• Add Money from Debit/Credit Card via Payment Gateway: Refund will be processed back to the original card used. Refund timeline: 5–7 working days.
• QR Payment Refund: Refund after merchant confirmation within 7–10 working days.

7.    Non-Refundable Transactions

Refunds are generally not applicable in the following situations:

• Customer enters incorrect mobile number or account details.
• Mobile recharge successfully completed.
• Successful fund transfer to another account.
• Transactions completed using correct authentication credentials (PIN/OTP).

8.    Chargeback Handling (Card Transactions)

Cardholders may initiate chargebacks through their issuing banks. Shamadhan will coordinate with acquiring banks and payment gateways to provide transaction evidence and resolve disputes as per card network rules.

9.    Customer Dispute Reporting

Customers may report transaction issues through the Shamadhan Mobile App, Customer Care Hotline, official email support, or authorized service centers. Customers may need to provide transaction ID, date/time, amount, and supporting information.

10.Refund Method

Refunds may be processed through credit to the customer’s Shamadhan account, reversal to bank account, refund to original debit/credit card, or adjustment through merchant settlement depending on the transaction type.

11.Record Keeping and Compliance

All refund and dispute cases shall be logged in the dispute management system, retained for audit purposes, and made available to Bangladesh Bank upon request.

12.Policy Review

This policy shall be reviewed periodically to ensure compliance with regulatory requirements and operational needs.

13.Customer Support

24/7 Call Center: 16789
Website: www.shamadhan.com.bd