Chargeback & Refund Policy

CHARGEBACK

  1. If a Transaction is an Invalid or Fraud Transaction, Bank may, with prior discussion with VisaEligibilityPro (and without a request or demand from a Cardholder), Refuse to accept the Transaction; or

  2. If the Transaction has been processed, at any time within 180 days of the date of the Transaction, and the service is not given then VisaEligibilityPro will charge that Transaction back to the Customer or otherwise exercising its rights under the MEF.

  3. Customer is liable to verify the shipping address before delivering any product to customer's shipping address.

  4. VisaEligibilityPro shall not deliver a product in an address other than the address mentioned as delivery address by the Customer. If card holder claims for charge back, the card holder must submit proper delivery receipts & invoices, otherwise VisaEligibilityPro will not bear the liability of charge back.

  5. Here, Invalid or Fraud Transaction shall mean:
    1. The transaction and its records are illegal.

    2. The particulars inserted in the order form are not identical with the actual particulars identifying the Cardholder.

    3. The Nominated Card is invalid at the time of transaction.

    4. The Nominated Card is listed on the Warning Bulletin issued to VisaEligibilityPro;

    5. The Merchant has failed to observe the MEF in relation to the transaction;

    6. The Nominated Card was used without the consent of the Cardholder.

REFUNDS/ REFUND POLICY TO CUSTOMERS

This Return/ Refund Policy outlines the standard terms and conditions for returns, refunds, as per the guidelines set by Bangladesh Bank for Payment System Operators (PSOs) and any other government laws applicable. This policy also includes anti-money laundering policies to ensure compliance with regulatory requirements and promote transparency.

1. Return and Refund Policies

  1. Transaction Disputes: Any disputes arising from transactions will be addressed promptly and in accordance with Bangladesh Bank's dispute resolution guidelines. Customers are advised to raise disputes within 30 days of the transaction to avail the refund case.
  2. Refund Eligibility: Refunds will be considered only if the service/product delivery did not occur confirmed by the merchant on behalf their own customer, or if there is a proven discrepancy in the transaction. Refund requests should be initiated within 15 days of the transaction date.
  3. Refund Processing Time: Once approved, refunds will be processed within 7 working days. Customers will be notified of the status throughout the refund process.
  4. Fee Structure: Fees applicable to refunds and settlements will be as per the standard charges outlined during the transaction processes for both the collection and refund.

2. Anti-Money Laundering (AML) Policies

  1. Compliance: VisaEligibilityPro strictly complies with the Government rules and Bangladesh Bank's AML regulations to prevent money laundering, terrorist financing, and other illicit activities.
  2. Customer Identification: Customer identification (KYC) is mandatory for transactions above Bangladesh Bank's prescribed limit. Verification measures are applied to prevent suspicious activities.
  3. Transaction Monitoring: All transactions are monitored for the financial safety and security. Suspicious activities not limited to transactions will be reported regularly to the Financial Intelligence Unit (FIU) of Bangladesh Bank as per regulatory requirements.
  4. Record Keeping: Records of transactions, and KYC details will be maintained as specified by Bangladesh Bank.