logoLegal · Refund Policy
Refund Policy for our AI, data and IT services
One deadline, the same for every client: a refund claim must reach us by email within 7 days. Please read this page before you buy.
In short
- Claims by email onlyTo [email protected]. Calls and chat messages do not count.
- 7 calendar daysFrom the day the service was taken. No refund after that.
- Rework comes firstIf an AI system misses its agreed accuracy, we fix it first.
- Third-party fees are not ours to returnAI usage fees and subscriptions are paid to the provider.
The 7-day rule
Every refund claim must reach [email protected] within 7 calendar days of the day the service was taken.
After day 7 no refund is given, whatever the reason for the delay. Only an email starts a claim: calls, chat messages, social media messages and notes to a member of staff do not.
Part 1
What this policy covers
Which services it covers, how it fits with your signed scope, and the words used.
1.1Services covered
This policy covers every service bought from AI Automation BD on software.com.bd: AI services, data engineering and IT services. It is part of our Services Terms.
Where your signed scope or quote has its own refund terms, those terms apply to that project. Otherwise this policy applies in full. By accepting a quote, paying or starting a service, you confirm you have read it.
1.2Words used on this page
| Word | What it means |
|---|---|
| Day the service was taken | The day the service was delivered, started or made available to you, whichever came first. For a monthly plan, each month has its own day. |
| Service fee | What we charge for our own work, shown on the invoice apart from any pass-through costs. |
| Pass-through costs | Money paid on to someone else for you: AI model usage fees, software subscriptions and licences. |
| Scope | The written document or quote that sets out the deliverables, exclusions, acceptance criteria, timeline and price. |
| Acceptance criteria | The measurable tests in the scope that a deliverable must pass, including the accuracy level of an AI system. |
Part 2
The 7-day claim window
One deadline, applied the same way to every client, service and amount.
2.1How the deadline works
| Rule | What it means |
|---|---|
| Deadline | 7 calendar days from the day the service was taken. Weekends and public holidays count. |
| How to claim | An email to [email protected]. No other channel starts a claim. |
| Proof of time | The time our mail server records the email arriving decides whether it is inside the window. |
| After day 7 | No refund is given, whatever the reason, including illness, travel, staff changes or an email that failed to send. |
| Monthly plans | Each month has its own 7-day window, counted from that month's service day. |
2.2What your email must include
- Your company name, and the name of the person allowed to make the claim.
- The invoice number and the date you paid.
- The service the claim is about.
- What went wrong, in enough detail for us to look into it.
- Any documents or messages you want us to consider.
If your first email leaves something out, we tell you what is missing. As long as the first email arrived within the 7 days, sending the rest later does not cancel the claim.
Part 3
What can be refunded
Stated plainly, including the cases that are particular to AI.
3.1What may be refunded
If a claim arrives within the 7 days and is upheld, a refund may be given when:
- a service was paid for but not delivered at all;
- a payment was made twice, or there was a clear billing error;
- you were charged for a service you did not order;
- the delivery differs seriously from the written scope, and the gap is our fault;
- a delivered AI system misses the accuracy level in the scope, measured on the agreed test set, and rework cannot fix it;
- a project was cancelled in writing before any work started.
3.2What cannot be refunded
- AI model usage fees already used.
- Software subscriptions and licences bought in your name, or costs paid out on your instruction.
- A diagnostic, audit or review fee once its written answer or report has been delivered.
- Work already done, in proportion to how much was done.
- Any claim that arrives more than 7 days after the service was taken.
- Dislike of AI output that meets the accuracy level agreed in the scope.
- Problems caused by information, instructions or approvals you gave late or wrongly.
- Results that depend on a government body, a model provider or another third party, where we did our part correctly.
3.3Why AI usage fees cannot be returned
When an AI system runs, it sends prompts to a model provider, and the provider charges for every use. That charge goes to your own account, or is passed through on our invoice at cost. Once it is used, the money is the provider's, not ours to return. The same is true of a subscription for a period that has already run.
That is why the scope shows our service fee apart from pass-through costs before you pay, so the difference is clear in advance.
3.4Accuracy, rework and refunds
AI gives probable answers, not certain ones. We do not promise perfection; we promise that a delivered system meets the accuracy level written into the scope, measured on the agreed test set.
If it misses that level, the first remedy is rework, at no extra cost, until it passes. A refund comes into question only if the level cannot be reached, so the system cannot be used for its agreed purpose. If accuracy matters more to you than the level you agreed, raise it during scoping, before the build.
Part 4
How a claim is handled
Five steps, each in writing, so both sides have a record.
4.1The steps
| Step | What happens |
|---|---|
| Receipt | We confirm we have your email and record the time it arrived. |
| Review | We check the claim against the scope, the invoice, the work done, the acceptance test results and your evidence. |
| Questions | If we need more, we ask; quick answers keep the review moving. |
| Decision | We send a written decision with our reasons: upheld, partly upheld or declined. |
| Payment | An approved refund is paid to the account the payment came from, in the currency it was paid in. |
4.2Partial refunds and costs
Where part of a project was delivered correctly and part was not, we may refund the part not delivered. The written decision shows how the amount was worked out.
Bank charges, transfer fees and any currency difference on returning money are not added to the refund. Where work was partly done, its value and any pass-through costs already spent are taken off.
Part 5
Cancelling and payment disputes
Cancelling a service is not the same as claiming a refund.
5.1Cancelling an ongoing service
Monthly plans can be stopped at the end of any month, and notice periods for longer projects are set by your scope and our Services Terms. Fees for months or stages already delivered stay payable. Cancelling does not create a refund for past months, and the 7-day rule still applies to a claim about any single month.
5.2Payment disputes
If you want to dispute a charge, please raise it with us first. Starting a payment reversal with your bank without first making a claim under this policy may pause the service while the matter is settled, and it does not extend the 7-day window.
Part 6
Law, changes and contact
Which law applies, how this page changes, and where to send a claim.
6.1Law
This policy is governed by the laws of Bangladesh. A dispute about it goes to the courts of Bangladesh, or to arbitration in Dhaka where our Services Terms or your signed agreement say so.
6.2Changes, separate parts and language
- Changes. We may update this policy. The version on this page when you start a service is the one that applies to it.
- Separate parts. If one part is found unenforceable, the rest still applies.
- Language. This policy is written in English. If a translation is given, the English version wins.
6.3Where to send a claim
| Detail | Information |
|---|---|
| Claims | By email to [email protected], the only way to start a claim. Phone calls are for questions, not claims. |
| Trading name | AI Automation BD |
| Legal company | The legal company that contracts with you is named on your written scope and on every invoice. |
| Office | JCX Business Tower, Plot 1136/A, Japan Street, Block I, Level 5, Suite G, Bashundhara R/A, Dhaka 1229, Bangladesh |
| Phone | +880 1711-990010 |
| [email protected] | |
| Written enquiries | The form on our Contact page |
Questions about our Refund Policy, answered.
Something not covered? Ask us on the free 30-minute call.
How long do I have to claim a refund?
7 calendar days from the day the service was taken. After that no refund is given, whatever the reason for the delay.
How do I make a refund claim?
Email [email protected] with your company name, the invoice number, the service and what went wrong. Calls and chat messages do not start a claim.
Are AI usage fees refundable?
No. Model usage fees and subscriptions are paid to the provider, in your name or passed through at cost, and once used they cannot be returned.
What if the AI is not accurate enough?
If it misses the accuracy level in your scope, we fix it at no extra cost first. A refund comes into question only if that level cannot be reached.
Can I get a partial refund?
Yes, where part of the work was delivered correctly and part was not. The written decision shows how the amount was worked out.