Return & Refund Policy

This policy covers payments for Onnomatra subscriptions and platform services. We provide digital access and do not supply physical products, so there is no physical item to return to Onnomatra.

Products purchased from a merchant using Onnomatra are subject to that merchant’s return and refund arrangements and applicable law. Contact the seller about product quality, delivery, cancellations or returns. This does not limit any responsibility Onnomatra has under applicable law.

Use the Free plan to explore the platform. Before paying, check the selected plan, features, limits, billing term, BDT total and the effect of a plan change. Ask support about anything unclear before completing payment.

Paid subscription access starts after successful payment verification. If a payment is pending or money was deducted without access being applied, contact support before paying again.

Subscription fees are generally non-refundable once the purchased access has been provided, except where a correction is due or applicable law provides a right to a refund or other remedy.

We refund a confirmed duplicate payment or erroneous excess charge for the amount wrongly collected. If we received payment but cannot provide the purchased service, we will arrange the appropriate refund for the unprovided service or another resolution you agree to. You do not have to accept store credit instead of a refund required by law.

A failed or cancelled payment may appear as a temporary hold at your bank or payment provider. We check whether Onnomatra actually received the money and help identify whether a refund or a provider reversal is needed.

Subject to the rights and exceptions above, we do not normally refund a correctly provided subscription solely because of:

• A change of mind, an accidental purchase or choosing the wrong plan after the service has been provided.
• Not using the account, partial use or a decision to stop using the service.
• Dissatisfaction with sales results or business performance.
• An external provider declining approval where that approval was not part of an Onnomatra guarantee.

Renewals require a payment you initiate and confirm; saving a bKash account does not itself enable automatic renewal. If you do not wish to renew, do not make a renewal payment. Paid access follows the expiry and any grace period in your billing dashboard.

A verified early renewal of the same plan and billing term extends your remaining paid period. A paid change to another plan or billing term starts a new period on verification without automatic credit for the previous unused time. A scheduled downgrade takes effect at the end of the current paid period.

Unused time is generally not refunded for a voluntary plan change, scheduled downgrade or account closure. These conditions do not exclude a refund required by law or a correction described in this policy.

Email support@onnomatra.com for support. Our Contact page lists the support phone number. Provide your account email, plan or invoice details, payment date, transaction reference, amount and a brief explanation. A payment receipt or redacted screenshot can help us locate the charge.

Never send passwords, OTPs, payment PINs, access tokens or complete card details. Report a problem promptly so we can investigate, but this policy does not impose a shorter deadline than a right you have under applicable law.

We check the payment and access records and communicate the outcome and reasons. We aim to resolve service complaints within 72 hours of receipt and keep you informed if further investigation is needed. Any mandatory deadline continues to apply.

Confirmed duplicate or erroneous charges are refunded to the original payment method within 10 calendar days after verification of the request. If applicable law requires an earlier refund or measures the deadline from payment or another event, that requirement takes priority. We do not delay a legally due refund by extending our review.

We confirm the amount and refund reference when the refund is submitted. Your bank or payment provider may take additional time to display the credit; contact support with the reference if it does not appear. Where a full refund is due for failure to provide the service, we do not deduct a processing fee from that refund.

This policy is subject to the laws of Bangladesh, including consumer and digital-commerce protections where applicable. It does not waive a mandatory right, prevent a payment dispute or restrict access to a competent authority or court.

You may complain to the Directorate of National Consumer Rights Protection where the matter falls within its jurisdiction. An internal support request does not extend or pause a statutory filing deadline.

We publish updates here with a revised date. Changes do not retrospectively remove a refund right relating to an earlier payment. Email support@onnomatra.com for billing questions or complaints.