1. Scope
This policy applies to everything you buy from Axelogix Capital under any of its brands. We mostly sell services, not physical goods, so a standard “return within X days” rule would not make sense. Instead the rules below depend on the service. Where a signed contract or a supplier’s fare or booking rules differ, they apply as described in section 2. This policy is part of our Terms & Conditions.
2. General rules
- Which rules apply. The order is: the law; your signed contract; your booking or quotation; this policy. Supplier rules (airline, hotel, venue, payment provider) apply to the part of the service they deliver, and we tell you the important ones before you pay.
- How to cancel. Email info@axelogixcapital.com with your order or booking reference, or use the cancel option in your account where there is one. The time of cancellation is when we receive it, not when you sent it elsewhere.
- We cancel. If we cannot deliver the service, or cancel it for a reason that is not your fault, you get a full refund of what you paid for the part not delivered, or, if you prefer, a credit or alternative.
- Non-refundable items. Work already performed or delivered, third-party fees already paid on your behalf, and services expressly sold as non-refundable (for example some promotional airfares) are not refundable, except where the law says they must be, or where we failed to deliver.
- VAT and taxes. A refund covers the full amount you paid for the refunded part, including any VAT we charged. Where we are VAT-registered we issue a credit note (Mushak-6.7) where the law requires. Taxes and fees we collected for a third party (for example airline taxes or embassy fees) are refunded when that party refunds them.
- Credits and vouchers. Where you choose a credit instead of a refund, it is valid for the period stated when issued and cannot be exchanged for cash unless the law requires.
3. How and when refunds are paid
- Standard timeline. An approved refund is completed within 7 to 10 working days of the refund claim. The points below set out what happens inside that window.
- Method. Refunds go back to the original payment method (card, mobile wallet or bank) wherever possible. If that is not possible, we agree an alternative with you. Refunds for Axelogix Capital Technology, K Khan Properties, Sastho Setu, SwitchBoard and Royal Class Events are paid by Axelogix Capital, which received your payment, so they appear under that name; Smartrav refunds are paid by Smartrav Tours and Travel.
- Our processing time. Once a refund is approved we send it within 7 days.
- Paid but not delivered. If you have paid in full or in part and we cannot deliver the service, we refund the full amount you paid within 10 days of your payment, to the same payment channel (bank, card or mobile wallet) you used.
- Bank or wallet time. After we start a refund, your bank, card issuer or wallet provider normally takes around 5 to 7 working days to show it. This is outside our control and can be longer for some cards and international payments.
- Supplier refunds. Where a supplier (airline, hotel, venue) must refund us first, we pass the money to you within 7 days of receiving it. Supplier timelines can be much longer and we will tell you what to expect.
- Currency. Refunds are in the currency you paid. We do not compensate for exchange-rate changes or bank conversion fees.
4. Delivery of services
- Digital delivery. We sell services, not physical goods. Confirmations, e-tickets, booking vouchers, invoices and project deliverables are sent by email, SMS or in your account. Booking confirmations are normally sent as soon as the supplier confirms; we tell you before you pay if confirmation will take longer.
- Scheduled services (projects, events, property services, travel) are delivered on the dates set in your booking or contract.
- Anything physical. If we ever send you a physical item (for example printed tickets or documents), we hand it to the courier within 48 hours of full payment, for delivery within 5 days inside the same city or 10 days elsewhere in Bangladesh.
- If delivery fails, section 3 applies: a full refund within 10 days of your payment.
5. Failed, duplicate and unauthorised payments
- Failed payment, money debited. If your account was debited but we show no confirmed order, tell us within 30 days with the transaction ID. After we confirm with the payment provider, we refund the amount in full, or confirm the order if you still want it.
- Duplicate payment. A payment made twice for the same order is refunded in full for the extra payment.
- Unauthorised payment. If you did not make a payment, contact your bank or wallet provider at once and email us. We cooperate with the provider’s investigation; the outcome follows the provider’s dispute rules.
- Chargebacks. Please contact us first; we resolve most issues faster directly. If you raise a chargeback, we give the bank the order records and delivery evidence. We may suspend related services while it is open, and recover amounts we are not required to refund.
6. Refund rules by service
Timings below are the time within which we send the refund once it is due, unless stated; add the bank or wallet time in section 3. They never extend the 10-day limit in section 3 for services we did not deliver. Percentages are of the amount you paid for the affected service.
Axelogix Capital Technology (software, web, cloud, consulting)
| Situation | Your entitlement | Refund amount | Deducted | Timing | Conditions |
|---|---|---|---|---|---|
| Project cancelled by you before work starts | Refund of advance | 100% of advance | Any third-party costs already incurred | 7 days | Written notice |
| Project cancelled by you part-way | Refund of unearned amount | Amount paid minus the value of work completed and accepted or delivered | Third-party costs; reasonable wind-down cost stated in contract | 7 days of final statement | Completed work is handed over once paid for |
| Milestone rejected | Fix or rework first | Refund of that milestone only if we cannot remedy it after a fair attempt | None | 7 days | You report specific defects within the review period |
| Project not delivered by us | Full refund of the undelivered part | Up to 100% of the undelivered part | None | 7 days | Delay not caused by you or third parties |
| Subscription cancelled | Stops at the end of the paid period | No refund of the current period unless required by law or contract | None | Effective at period end | Cancel before the next renewal date |
| Duplicate payment | Full refund of the extra payment | 100% of the duplicate | None | 7 days | Transaction ID provided |
| Technical service failure we caused | Service credit or pro-rata refund | As stated in the service description or pro-rata for the outage | None | Next invoice or 7 days | Reported promptly |
Smartrav (travel)
Smartrav bookings are with Smartrav Tours and Travel, a separate firm in the Axelogix Capital group, which refunds you under these rules.
| Situation | Your entitlement | Refund amount | Deducted | Timing | Conditions |
|---|---|---|---|---|---|
| You cancel a flight | Refund as the airline’s fare rules allow | Amount the airline refunds (may be nil on non-refundable fares) | Airline penalty, our service fee, payment charges | Our 7 days after the airline refunds us; airlines may take longer | Request before departure; fare rules shown at booking |
| Airline cancels or changes materially | Refund or alternative flight | Up to 100% of unused ticket | None from us | As above | Subject to airline and applicable law |
| You cancel a hotel | As the hotel’s policy allows | Amount the hotel refunds | Hotel penalty, our service fee | 7 days after hotel refund | Free-cancellation deadline in booking confirmation |
| Hotel cancels or cannot honour booking | Refund or comparable alternative | 100% of unused amount | None from us | 7 days after hotel refund | Supplier failure |
| Visa refused | Visa fee and embassy charges are not refundable | Our service fee refunded only where we did not perform the agreed assistance | Embassy, courier and government fees | 7 days | We assist; we do not decide or guarantee visa approval |
| Date or name change | Change if the supplier allows | n/a | Supplier change fee plus our fee | n/a | Names must match passport; request early |
| No-show | No refund unless supplier gives one | Per supplier | Supplier penalty | n/a | You are responsible for being present on time |
| Force majeure (weather, disaster, closure, restrictions) | Whatever the supplier refunds or credits | As supplier | Non-recoverable supplier costs | As above | We pass on all refunds and credits we receive |
K Khan Properties (property)
Rent, advances and tenancy terms are governed by your tenancy agreement and the Premises Rent Control Act, 1991; nothing here limits tenant rights the law gives you. Under that Act no premium or salami may be charged, and advance rent above one month’s rent needs the Rent Controller’s approval. Any amount taken beyond what the law allows is refundable. See our Terms, section 5.3.
| Situation | Your entitlement | Refund amount | Deducted | Timing | Conditions |
|---|---|---|---|---|---|
| Booking or reservation cancelled before move-in | As stated in your reservation terms | Booking advance minus any agreed cancellation charge | Agreed charge only | 7 days | Written notice within the period in your agreement |
| Advance rent at end of tenancy | Return of any unused advance | Advance minus documented unpaid rent, utilities, or damage beyond normal wear that the agreement allows to be deducted | Itemised deductions with receipts and evidence | Within 7 days of handover and move-out inspection, unless the agreement gives a shorter time | Disputes follow the agreement and the Premises Rent Control Act, 1991 |
| Amount charged above what the law allows (premium, salami, excess advance) | Full refund of the excess | 100% of the excess | None | 7 days of request | Premises Rent Control Act, 1991, sections 10 and 14 |
| Property-management fees | For services already performed, not refundable | Unused prepaid fee on early termination as the agreement states | Notice period fees | 7 days | Per management agreement |
| Maintenance disputed | Review and correct | Refund of any amount found to be wrongly charged | None | 7 days of decision | Raise within 30 days of the invoice |
| Early termination of tenancy | As the tenancy agreement and law provide | Per agreement | Notice-period rent or agreed charge | Per agreement | Owner is party to the tenancy |
| Duplicate rent payment | Refund or credit against next rent, your choice | 100% of the extra | None | 7 days | Transaction ID |
Sastho Setu (healthcare technology)
Fees paid to a doctor, clinic or hospital for care are governed by that provider’s own policy; Sastho Setu only supplies the software.
| Situation | Your entitlement | Refund amount | Deducted | Timing | Conditions |
|---|---|---|---|---|---|
| Subscription cancelled | Stops at the end of the paid period | No refund of the current period unless law or contract requires | None | At period end | Cancel before renewal |
| Duplicate billing | Full refund of the extra charge | 100% of the duplicate | None | 7 days | Transaction ID |
| Unused subscription (annual plan, cancelled mid-term) | As stated in your plan | Pro-rata only if the plan says so or law requires | Per plan | 7 days | Check your order confirmation |
| Healthcare provider cancels appointment | Refund of any appointment fee collected through the platform | 100% of appointment fee | None | 7 days of provider confirmation | The provider holds the funds or instructs the refund |
| You cancel an appointment | Per provider’s cancellation policy | As provider sets | Provider fee | Per provider | Policy shown when you book |
| Telemedicine session failed for technical reasons | Repeat session or refund | 100% of the session fee | None | 7 days | Reported on the day; not for dissatisfaction with clinical advice |
SwitchBoard (payments technology)
SwitchBoard supplies software; payments are handled by licensed providers. Amounts that a payment provider holds or has settled follow that provider’s rules.
| Situation | Your entitlement | Refund amount | Deducted | Timing | Conditions |
|---|---|---|---|---|---|
| Duplicate payment | Refund of the extra charge | 100% of the duplicate | None where our error; otherwise provider fees | 7 days to start | Transaction ID |
| Failed transaction, funds debited | Auto-reversal by the provider or refund after investigation | 100% | None | Provider reversal times, typically 5 to 7 working days | Report with the transaction ID |
| Unauthorised transaction | Investigation with the provider and issuing bank | As the provider’s dispute outcome | None | Per provider rules | Report promptly; bank rules govern liability |
| Chargeback | Handled under card-network and provider rules | As decided | Chargeback fee set in merchant agreement | Per network timelines | Merchant supplies evidence |
| Merchant refund to a customer | Merchant decides under its own policy; we process it | As merchant approves | Provider fees may not return | Start within 7 days | Merchant is responsible for its customer’s refund |
| Settlement error | Correction and payment of shortfall | The amount wrongly settled or not settled | None for our error | 7 days after confirmation | Per merchant agreement |
| Merchant subscription fees | Stops at the end of the period | No refund of the current period unless required | None | At period end | Cancel before renewal |
Royal Class Events (events)
| Situation | Your entitlement | Refund amount | Deducted | Timing | Conditions |
|---|---|---|---|---|---|
| You cancel an event booking | As in your contract | Payments minus the non-recoverable costs and the cancellation charge stated in the contract | Vendor and venue commitments already made | 7 days | Written notice; earlier cancellation usually costs less |
| We cancel the event | Full refund or reschedule | 100% of what you paid for the cancelled event | None | 7 days | Unless cancelled by force majeure, see below |
| Postponement | Keep your booking for the new date or request a refund | Refund where you cannot attend the new date, per contract | Per contract | 7 days | We give notice as early as possible |
| Venue cancels | Alternative venue or refund | 100% of unused amount, or what the venue refunds us if less | None from us | 7 days after venue refund | Venue failure |
| Vendor or artist cancels | Replacement of equal standard or refund | Value of the part not delivered | None from us | 7 days | Reasonable substitute offered first |
| Ticket cancellation by ticket holder | As stated on the ticket page | Face value if stated refundable; otherwise none | Booking and gateway fees | 7 days | Check the event page before buying |
| Ticket no-show | No refund | None | n/a | n/a | Unless the event is cancelled |
| Force majeure (weather, government restriction, emergency) | Reschedule or credit; refund of what we recover | What remains after unavoidable costs already paid | Unavoidable third-party costs | 7 days | We show you the costs |
7. Events outside our control
If severe weather, natural disaster, epidemic, war, civil unrest, government restrictions, or similar events outside reasonable control stop or change a service, we will tell you within 48 hours of learning that we cannot deliver. You can then choose rescheduling or a credit, or a refund, which we send within the next 72 hours for amounts we hold.
Amounts already paid on to a supplier (airline, hotel, venue) are refunded when the supplier refunds them, as the tables above explain. We do not keep more than the unavoidable costs we or our suppliers have actually incurred, and we show you those costs.
8. Your legal rights
This policy does not reduce any right you have under the law, including the Consumer Rights Protection Act, 2009 and any other mandatory law that gives you a remedy for services that are not provided, are defective or are not as described. Depending on your jurisdiction, you may have additional rights that cannot lawfully be waived.
9. How to ask for a refund or raise a dispute
- Email info@axelogixcapital.com with your name, order or booking reference, payment date, amount and transaction ID, and what you want us to do.
- We reply to every refund request and complaint within 72 hours, by phone, email or SMS, and aim to resolve it within that time. Complex cases (for example where a supplier must refund us first) may take longer; we will tell you why and keep you updated.
- If you disagree, ask for a review by our complaints officer, Raqibul Karim Khan. See the complaints steps in our Terms. You may also complain to the Directorate of National Consumers’ Right Protection within 30 days of the problem arising.