Return and Refund Policy

1. What you buy

BandGuru sells packages: a fixed price, paid in full at checkout, for a listed set of services such as mock tests. There is no wallet or stored balance, so a refund is always a refund of a package payment.

Delivery: packages are digital. A package is added to your account as soon as SSLCOMMERZ confirms your payment, usually within a minute. Nothing is shipped, so there is nothing to return — a “return” here means asking for your money back under the rules below.

2. When we refund in full

• Money taken, package not delivered. If a payment leaves your account and the package does not appear, tell us and we will either deliver it or refund the payment in full.
• Duplicate payment. If you were charged twice for the same package, the extra charge is refunded in full.
• Our service failed. If something in your package did not work because of a fault on our side — a mock that would not start, a grading that never arrived — we restore it to your package, or refund it if you prefer.

3. Unused packages — 7 days

If you change your mind, you can ask for a full refund of a package you have not used at all, within 7 days of buying it. We refund it to the same payment method you used.

4. When we cannot refund

• What you have already used. Once a mock, a writing check or a speaking session has been delivered, the work is done and cannot be returned.
• More than 7 days after the purchase, unless section 2 applies.
• Accounts closed for breaking the Terms and Conditions.
• Because a band estimate was lower than you hoped. Our estimates are practice estimates, and an honest low score is the service working, not failing.

5. How to ask

Email hello@bandguru.ai with:

• the mobile number on your account,
• the date and amount of the payment,
• and one line about what went wrong.

We reply within 3 working days. Approved refunds are sent back to the payment method you used (bKash, Nagad or card) and usually arrive within 7 to 10 working days, depending on your provider.

6. Subscriptions and plans

Subscriptions and monthly or time-based plans are not refundable, in full or in part, once paid. You can cancel a subscription at any time so that it does not renew; the current period stays active until it ends. The only exceptions are the cases in section 2: money taken but the plan not delivered, a duplicate payment, or a fault on our side.

7. If you are not happy with our answer

Reply to us and say so — a person will look at it again. We would rather fix a problem than keep money from someone who feels wronged by it.