We want you to feel confident buying mock packs. This policy explains eligibility, how to request a refund, and what to expect. It supplements our Terms of Service.
1. Overview
Bandly sells digital mock exam packs. Because delivery is immediate after purchase, refunds are limited to the situations below. This policy does not affect statutory consumer rights you may have under Bangladesh law or your country of residence.
2. When you may qualify
- Technical failure: you could not access purchased attempts due to a verified platform outage or billing error on our side.
- Duplicate charge: you were charged twice for the same pack (we will refund the duplicate).
- Unused pack within cooling-off: you have not started any mock from the pack and request a refund within 7 days of purchase.
3. When refunds generally do not apply
- You completed or substantially used attempts from the pack.
- Dissatisfaction with an estimated band score (mock scores are practice estimates, not official IELTS results).
- Account suspension for breach of our Terms of Service.
- Free mocks or promotional credits with no monetary charge.
4. How to request a refund
Email support@bandlybd.com from your account email with: order date, payment reference (ShurjoPay TRX ID or receipt), pack name, and a brief explanation. We typically respond within 3–5 business days.
5. Processing
- Approved refunds are returned to the original payment method where possible.
- Mobile-wallet refunds may take 5–10 business days depending on the provider.
- Partial refunds may be offered if only part of a pack was unused, at our discretion.
6. Chargebacks
Please contact us before initiating a chargeback so we can resolve the issue quickly. Unfounded chargebacks may result in account suspension pending investigation.
7. Questions
For refund status or exceptions (e.g. medical emergencies), contact support@bandlybd.com. We review good-faith requests case by case.