Return & Refund Policy
At Trust Trade International, we stand behind the quality of our IT Services and IT Enabled Services (ITES). We are committed to accountability and client satisfaction. This Return & Refund Policy outlines the conditions under which refunds or service credits are issued, ensuring compliance with the Digital Commerce Operation Guidelines 2021.
1. Service Cancellation
Clients may request the cancellation of an ongoing service or project. The eligibility for a refund upon cancellation depends on the nature of the service and the milestones achieved:
- One-Time Projects (e.g., Software Development): If a cancellation request is submitted before the commencement of the project, a full refund will be issued minus any applicable transaction fees. If work has already begun, a partial refund may be issued based on the uncompleted milestones.
- Subscription/Managed Services (e.g., Managed IT, BPO): Clients must provide a written notice of cancellation as stipulated in their specific Service Level Agreement (SLA). Prepaid fees for unused periods may be refunded on a pro-rata basis.
2. Conditions for Refund
We process refunds under the following circumstances:
- Non-Delivery of Service: If we fail to deliver the agreed-upon service within the stipulated timeframe without a valid justification or mutual agreement on an extension.
- Service Defect: If the delivered solution fundamentally fails to meet the specifications outlined in the project agreement and cannot be rectified by our support team within a reasonable period.
- Billing Errors: In the event of duplicate charges or incorrect billing amounts.
3. Non-Refundable Scenarios
Refunds will not be granted under the following conditions:
- Change of mind after a project or service has been substantially completed.
- Delays caused by the client's failure to provide necessary resources, feedback, or approvals in a timely manner.
- Issues arising from third-party software, hardware, or services not managed by Trust Trade International.
- Violation of our Terms of Service or engaging in prohibited activities.
4. Refund Process
To initiate a refund request, clients must submit a formal written request to our support team outlining the reasons for the request.
Our dedicated Compliance Officer will review the request within 72 hours. Approved refunds will be processed using the original method of payment within 7-14 business days, depending on the payment provider.
5. Service Adjustments
In certain cases where a refund is not applicable, but service expectations were not fully met, Trust Trade International may, at its discretion, offer service credits or complimentary adjustments to ensure client satisfaction.
6. Contact Us
For any questions regarding cancellations or refunds, please contact us:
Email: trusttintl@gmail.com
Phone: 02333324153
Address: N/32, Fozol Tower, West Supariwala Para, Dewanhat, Doublemooring, Chattogram, 4100