Refund & Cancellation Policy

1. Overview & Scope

Welcome to MyBDSMS (a venture of Freelancer Digital Expert). We are committed to providing transparent, reliable, and high-quality Bulk SMS, OTP, Masking & Non-Masking messaging solutions across Bangladesh. This Refund & Cancellation Policy outlines the terms and conditions under which refunds, credit reversals, or transaction cancellations are evaluated and processed for purchases made through our portal.

By purchasing any SMS package, pricing plan, or digital service on MyBDSMS, you acknowledge and agree to the terms specified herein.

2. Eligible Refund Conditions

Refunds or credit adjustments are considered under the following legitimate circumstances:

Duplicate Charges / Multiple Billing: If your account or payment method was debited more than once for the same single package purchase due to network issues, gateway timeout, or technical glitch.
Payment Debited but Credits Not Added: If your bank, Nagad, or gateway successfully deducted funds but our system failed to credit your SMS balance within 24 hours, and our technical support team is unable to resolve or credit the balance manually.
Service Unavailability / Inability to Deliver: In the event that MyBDSMS is permanently unable to deliver SMS services due to unforeseen technical system failures on our infrastructure (excluding mobile network operator downtime or BTRC restrictions).
Unused SMS Credit Cancellation (Grace Period): If you purchased a package by mistake and submit a refund request within 7 days of purchase, provided that 100% of the purchased SMS balance remains untouched and completely unused. Such refunds are subject to standard payment gateway deduction fees (2%–3%) and administrative handling charges.

3. Non-Refundable Scenarios

Refunds will NOT be issued in the following circumstances:

Consumed / Dispatched SMS: Any SMS units that have already been submitted, dispatched, or delivered through our messaging gateway cannot be refunded under any circumstance.
Operator & Recipient Handset Issues: SMS delivery failures caused by invalid mobile numbers, recipient phones being switched off/out of coverage, SMS inbox full, roaming issues, or numbers enlisted in operator DND (Do Not Disturb) registries.
BTRC & Telecom Compliance Violations: Accounts suspended, restricted, or terminated due to transmission of illegal content, phishing, fraudulent scams, spam, political harassment, hate speech, gambling, or unauthorized promotional broadcasts in violation of Bangladesh Telecommunication Regulatory Commission (BTRC) guidelines.
Promotional / Free / Coupon Credits: Credits obtained through ৳0.00 free promo coupons, promotional bonuses, marketing giveaways, or test balance have zero cash value and are non-refundable.
Expired Packages / Delayed Requests: Refund requests submitted after 7 calendar days from the original transaction date.

4. Payment Gateway Specific Refund Procedures

Payment Method	Refund Mechanism	Settlement Timeframe
Nagad (নগদ)	Refunds for Nagad payments are processed through the official Nagad Merchant Refund API directly back to the original source Nagad mobile wallet. The unique `payment_ref_id` and `issuer_payment_ref` are tracked for verification.	3 to 7 Business Days (governed by Nagad PGW settlement cycle).
DGePay / Cards / MFS	Reversed directly to the originating Visa/Mastercard credit/debit card, bKash wallet, or internet banking channel through DGePay gateway refund channels.	5 to 10 Business Days (governed by respective issuing banks and MFS operators).
Bank Transfer (BEFTN/NPSB)	Transferred directly to the verified sender's bank account via BEFTN or NPSB transfer.	3 to 5 Business Days after customer provides valid bank account details.
Office Cash	Reimbursed in cash at our registered office or via agreed MFS channel upon physical verification of the original invoice and photo ID.	Instant at office, or 1 to 2 Business Days via MFS.

5. How to Request a Refund

To initiate a refund request, please contact our billing support desk with the following mandatory details:

Registered Account Details: Your full name, registered email address, and account mobile number.
Order & Invoice Identifiers: Order Number (e.g. #ORD...) and Invoice Number (e.g. #INV-...).
Payment Transaction Proof: Gateway Transaction ID (TrxID / Reference), payment screenshot, or SMS confirmation received from Nagad/Bank.
Reason for Refund: A clear explanation of why you are requesting a refund.

Our billing department will review your request, verify transaction logs with the respective payment gateway, and notify you of the approval or rejection status within 24 to 48 business hours.

6. Processing & Gateway Fees

Please note that third-party payment gateways (e.g., Nagad, DGePay, Card processors, or Banks) may levy non-refundable transaction processing charges (typically 1.5% to 3.0%). In cases where a refund is granted at the customer's request (and not due to a system fault of MyBDSMS), the net refund amount disbursed will be the original payment amount minus the non-refundable gateway processing fee.

7. Contact Our Billing Support

For any inquiries or refund submissions, reach out to our dedicated support team:

Email: support@mybdsms.com

Phone / Hotline: +88 09611-778371

Working Hours: Sat - Thu: 9:00 AM - 6:00 PM

Address: Dhaka, Bangladesh

Key Highlights

Nagad Wallet Refund

Direct reversed credit via Nagad Merchant Refund in 3–7 business days.

DGePay / Cards / MFS

Reversed to source Card/bKash account within 5–10 working days.

7-Day Unused Guarantee

Eligible for 100% untouched pre-paid packages within 7 calendar days.

Delivered SMS

Dispatched SMS or accounts violating BTRC regulations are non-refundable.

Need Help with a Refund?

Our billing support team is available to assist you with order verification and refund requests.