Refund Policy

This policy applies to payments made to Global 360 Ventures Group and, until a venture publishes its own terms, to payments made to a venture in our portfolio through a channel we operate — a subscription or licence fee, a service or professional engagement fee, a programme, event or training fee, or a digital product purchase.

Most of our ventures are at prototype, MVP or pre-commercial stage and do not yet take payment. As each begins to, it will publish product terms and a refund policy specific to what it sells — a marketplace order, a rental booking and a software subscription cannot sensibly share one rule. Where a venture’s own published policy differs from this one, that policy applies to purchases made on it, and it will never give you less than the law requires.

We do not treat refunds as a matter of goodwill. They are regulated, and this policy is written to meet the following, which prevail over anything here that gives you less:

• Digital Commerce Operation Guidelines, 2021 — issued by the Ministry of Commerce, setting delivery obligations, refund timelines, and the requirement to refund through the original payment channel.
• Consumer Rights Protection Act, 2009 — which makes it an offence to sell goods or services that are defective, adulterated, short in measure or not as represented, and gives you a complaint route to the Directorate of National Consumer Rights Protection.
• Contract Act, 1872 and the Sale of Goods Act, 1930 — which govern the underlying contract and the implied conditions as to description, quality and fitness for purpose.
• Value Added Tax and Supplementary Duty Act, 2012 — which governs the VAT treatment of a refunded supply.

These are the outer limits. We aim to beat them, and we will tell you where your refund stands rather than leaving you to chase it.

You are entitled to a full refund where:

• we took payment and did not deliver the product or service at the agreed time;
• delivery has become impossible for any reason, including one outside our control;
• what you received is materially different from what was described, advertised or demonstrated to you;
• what you received is defective, corrupt, incomplete or does not function as specified, and we cannot fix or replace it within a reasonable time;
• you were charged twice, charged the wrong amount, or charged after a cancellation that we had accepted;
• we cancel or materially reschedule a paid event, programme or engagement and the new arrangement does not suit you;
• we end your subscription or access for a reason that is not your breach of the applicable terms, in which case the unused portion is refunded pro-rata.

Where you are entitled to a refund, you do not lose it by having used the product briefly in order to discover the problem.

We will normally decline a refund where:

• the service has been fully performed and delivered as agreed, and you have simply changed your mind;
• a bespoke or custom deliverable has been produced to your specification and accepted by you;
• a digital product has been downloaded or a licence key issued and used, and the product works as described;
• you are outside the claim window without a good reason for the delay;
• the fault is caused by your own misuse, by your modification of the product, or by a third-party system outside our control;
• we cannot verify that the payment was made by you or on your authority;
• a promotional credit, voucher or free entitlement was used — those carry no cash value;
• the refund is prohibited by law, or would breach an anti-money-laundering or sanctions requirement.

Declining is not the end of it. If we decline, we will tell you why in writing, and you keep every right set out under if you are not happy with our decision, including your statutory routes.

Ask within 30 days of the payment, the delivery, or the date you discovered the problem — whichever is later. We will still look at a later request where there is a good reason, but the 30-day mark also matters for the statutory route to the DNCRP, so it is worth meeting.

1. 1Write to us. Email info@global360ventures.com with “Refund request” in the subject line.
2. 2Tell us what we need. Your name and the contact details used at purchase, the order, invoice or transaction reference, the date and amount, the payment method used, and what went wrong.
3. 3Attach the evidence. The receipt or payment confirmation, and — where the claim is that something was faulty or not as described — a screenshot, photograph or short description of the problem.
4. 4We acknowledge and assess. Within 2 working days, then a decision within 7 working days of having everything we need.
5. 5We pay. Within the timelines above, to the account you paid from.

Please do not send card numbers, PINs, CVV codes, OTPs or full bank credentials by email. We never ask for them, and we do not need them to make a refund.

• Refunds go back through the channel you paid by — the same card, bank account or mobile financial service wallet. This is what the Digital Commerce Operation Guidelines, 2021 require, and it is also the safest route for you.
• Any transaction charge levied on the refund is borne by us, not deducted from what you get back. A full refund means the full amount you paid.
• Refunds are made in the currency of the original payment. Where your provider converts it, the rate and any cross-border fee are theirs, not ours, and a movement in the exchange rate between payment and refund is outside our control.
• Where the original channel is closed or can no longer receive funds, we will agree an alternative with you in writing after verifying your identity.
• We will confirm each refund by email, and by SMS or phone where we hold those details.
• Where VAT was charged on the original payment, the refund is adjusted in accordance with the Value Added Tax and Supplementary Duty Act, 2012.

We do not issue refunds in cash, and we do not refund to a third party’s account.

Where something is defective, incomplete or materially different from what was described, tell us as soon as you notice. We will offer, at your choice where it is reasonable, to fix it, replace it, or refund you.

If a fix or a replacement is not delivered within a reasonable time, you may insist on the refund. Selling a defective product or one that is not as represented is an offence under the Consumer Rights Protection Act, 2009, and we treat a complaint of this kind as a priority rather than as an ordinary refund request.

• You may cancel a subscription at any time. Cancellation stops the next renewal; it does not by itself refund the period you are in.
• Cancel at least 48 hours before a renewal date to be sure the renewal does not run. If a renewal is taken after you cancelled, we refund it in full.
• Where you cancel mid-term because we are in breach, or because we withdrew a material feature you were paying for, we refund the unused portion pro-rata.
• Where we discontinue a paid service entirely, we refund the unused portion pro-rata without you having to ask.
• A free trial is not charged. If a trial converts to a paid plan and you tell us within 7 days that you did not intend it to, we refund that first charge.

Professional and service engagements

Where we are engaged for a defined piece of work, a signed engagement letter or statement of work governs the fee, the milestones and the cancellation terms, and it prevails over this policy. In the absence of one, a cancellation before work starts is refunded in full, and a cancellation after work starts is refunded less the value of work properly performed up to that point, evidenced to you.

Events, workshops and programmes

• Cancel more than 14 days before the date: full refund.
• Cancel between 14 and 7 days before: 50% refund, or full transfer of your place to another person or to the next scheduled run.
• Cancel less than 7 days before, or do not attend: no refund, though we will normally offer a transfer where you tell us in advance.
• If we cancel, or move the event materially, you choose between a full refund and a transfer.

Where only part of what you paid for was delivered, or where you have had genuine use of a service before a problem arose, we may refund part of the payment. We will always show you the arithmetic: what you paid, what is being deducted, and why.

We do not make a deduction where the reason for the refund is our failure to deliver, our breach, or a defect in what we supplied. In those cases the refund is the full amount.

If you believe a charge is wrong, please come to us before raising a chargeback with your bank or card issuer. We can almost always resolve it faster, and a chargeback raised while we are already processing your refund can cause the amount to be held or duplicated.

Where a chargeback is raised, we will respond to your provider with the transaction records. Nothing in this clause limits your right to use your provider’s dispute process.

If we take a payment and then find we cannot deliver — for any reason, including one beyond our control — we will tell you within 48 hours of knowing, and refund you in full within the following 72 hours, in line with the Digital Commerce Operation Guidelines, 2021.

You do not have to ask for that refund, and we do not deduct anything from it.

1. 1Ask us to review it. Reply to our decision saying why you disagree. A different person will look at it, and we will respond within 7 working days.
2. 2Complain to the DNCRP. You may make a written complaint to the Director General of the Directorate of National Consumer Rights Protection under the Consumer Rights Protection Act, 2009. Section 60 of that Act requires the complaint to be made within 30 days of the cause of action arising, so do not let our internal process run past that deadline — you can do both at once.
3. 3Mediation, arbitration or court. The dispute procedure in our Terms of Use remains open to you, as does any court of competent jurisdiction.

Nothing in this policy takes away a right you have under Bangladeshi consumer law, or under the mandatory consumer law of the country you live in. Where this policy and that law differ, the law wins.

We may revise this policy. The version that applies to your purchase is the one published at the time you paid, so a change never worsens the terms of a payment you have already made.

Refund requests and questions go to info@global360ventures.com, or call +8801304064242. Postal address: Global 360 Ventures Group, House 42, Road 4, Block D, Bashundhara R/A, Dhaka 1229, Bangladesh.