• All refund requests are subject to approval by Madrasa Refunds Team
• Refunds are processed according to the type of payment and circumstances
• Processing time varies based on payment method and administrative review
• Refunds are issued to the original payment method when possible
• Administrative fees may apply in certain circumstances

Monthly Educational Fees

Eligible for Refund:

• Overpayment due to calculation errors
• Duplicate payments made in error
• Fees paid for services not received due to administrative error
• Early withdrawal with proper documentation (prorated based on attendance)

Not Eligible for Refund:

• Regular monthly fees for services already provided
• Late payment penalties
• Fees for completed academic periods
• Voluntary withdrawal without proper documentation

Refund Process:

• Submit request within 30 days of payment
• Provide supporting documentation
• Administrative review: 3 business days (initial acknowledgment)
• Full administrative review / complex cases: up to 14 business days
• Approved refunds (posting to customer): 7–14 business days depending on provider/bank

General Donations

Eligible for Refund:

• Accidental duplicate donations.
• Donations made in error (within 24 hours).
• Technical errors causing incorrect amounts.

Not Eligible for Refund:

• Voluntary donations (after 24 hours).
• Donations for completed projects.
• Change of mind after donation processing.

Refund Process:

• Submit request within 24 hours for most donations (donation error window)
• Provide transaction details and reason
• Administrative review: 3 business days (initial acknowledgment)
• Full administrative review / complex cases: up to 14 business days
• Approved refunds (posting to customer): 5–14 business days depending on provider/bank

Special Project Donations

• Refunds subject to project status and fund allocation
• May require additional documentation
• Full administrative review / complex cases: up to 14 business days

Third-Party Payment Provider Issues

Eligible for Refund:

• Failed transactions that were charged
• Double charges due to technical errors
• Unauthorized transactions (with proper verification)

Refund Process:

• Immediate investigation of technical issues
• Coordination with payment providers
• Administrative review: 3 business days (initial acknowledgment)
• Full administrative review / complex cases: up to 14 business days
• Approved refunds (posting to customer): 7–14 business days depending on provider/bank

How to request a refund

Contact Support: Phone: {{ phone }} (if applicable). Include Transaction ID, date, amount, payer details, reason, and attachments.

Required Information

• Transaction ID or reference number
• Payment date and amount
• Reason for refund request
• Supporting documentation (if applicable)
• Preferred refund method

Standard Processing Times

• Administrative Review: 3 business days (initial acknowledgment)
• Full administrative review / complex cases: up to 14 business days
• Approved Refunds (posting to customer): 7–14 business days depending on provider/bank

Factors Affecting Processing Time

• Payment method used
• Bank processing times
• Administrative workload
• Documentation completeness
• Third-party provider delays

Original Payment Method (Preferred)

• Credit/Debit Cards: Refunded to original card
• Mobile Wallet (bKash, Nagad): Refunded to original account
• Bank Transfers: Refunded to original account

Alternative Methods

• Bank transfer to different account (with verification)
• Transfer to Mobile Wallet (if possible with verification)

Refunds for third-party payments For payments handled by third-party providers or payment stores, refunds are generally issued by the provider to the original payment method. Madrasa will assist and escalate with provider support when you provide required proof, but final refund decisions and timing may be controlled by the provider.

• Refunds are issued in the original transaction currency where possible
• Your bank may apply currency conversion rates/fees for cross-currency refunds; Madrasa is not responsible for bank conversion fees
• Exchange rates are determined by your financial institution at the time of refund processing
• For international transactions, refunds may take additional time due to currency conversion processes

Payment Disputes

Time Limits:

• Report unauthorized charges within 14 days
• Report billing errors within 30 days
• Report service issues within 30 days

Investigation Process:

1. Administrative review: 3 business days (initial acknowledgment)
2. Detailed investigation: up to 14 business days
3. Resolution notification: up to 14 business days
4. Appeal process available if unsatisfied

Chargebacks

• If you file a chargeback with your bank, notify us immediately and provide the case ID. We will cooperate with the provider and may submit evidence to contest fraudulent claims. Repeated or fraudulent chargebacks can result in account restrictions and recovery actions. Chargeback fees may be passed to the customer if fraud is confirmed.

• If a refund is denied and you disagree, reply to the denial or contact +8801687877822 within 14 days to request an internal review. Include transaction details, reason for disagreement, and any new supporting documentation. We aim to respond to appeals within 7 business days. Final decisions from our internal review are binding for Madrasa's internal process (you retain any legal rights under applicable law).

Refund Processing Fees

• No Fee: Refunds due to our error or technical issues
• 2% Fee: Voluntary refunds (minimum $2)
• 5% Fee: Refunds after 30 days (minimum $5)
• Bank Charges: Actual bank processing fees (if applicable)

Fee Waivers

• Administrative errors
• Technical failures
• Duplicate payments
• Unauthorized transactions

• Taxes included in the original transaction will be refunded only to the extent refundable under applicable tax rules
• Payment provider convenience fees are generally non-refundable unless the refund is due to our error
• VAT, service tax, and other government-imposed taxes are subject to local tax regulations

Force Majeure Events

• Natural disasters affecting service delivery
• Government regulations or restrictions
• Pandemic-related service interruptions
• Extended power or network outages

Refund Policy:

• Prorated refunds for extended service interruptions
• Credit for future services
• Case-by-case evaluation

Account Termination

• Refunds processed according to standard policy
• Outstanding fees deducted from refund amount
• Full administrative review / complex cases: up to 14 business days

Required Documents

• Valid government-issued ID
• Proof of payment (receipt, bank statement)
• Supporting documentation for refund reason
• Completed refund request form

Additional Documentation (if applicable)

• Medical certificates (for health-related withdrawals)
• Transfer letters (for student transfers)
• Death certificates (for deceased account holders)
• Legal guardianship documents (for minor accounts)

• For security purposes, we may require proof of identity and proof of purchase before processing a refund
• Failure to provide requested documentation may delay or prevent your refund
• Identity verification may include:
• Government-issued photo ID
• Proof of address
• Account verification through SMS
• Additional security questions for large refund amounts
• We reserve the right to request additional verification for high-value transactions or suspicious activity
• All verification documents must be clear, legible, and match the account holder's information

Refund Status Updates

• SMS updates for mobile users
• In-app notifications
• Phone calls for urgent matters

Contact Information

• Phone Support: {{ phone }}
• Business Hours: [To be specified]
• Response Time: Within 24 hours during business days

• This policy may be updated with 30 days notice
• Changes will be communicated via phone
• Continued use of services constitutes acceptance of updated policy
• Previous versions available upon request

• All refunds processed in accordance with Bangladesh banking regulations
• Adherence to consumer protection laws
• Regular audits of refund processes

Payment security: Madrasa does not collect or store full payment card numbers. Payment details are collected and processed by third-party providers and payment stores, which are responsible for payment security and compliance (e.g., PCI DSS).

For direct refund requests with third-party payment providers, visit: {{ providers links }}

This page contains links to all payment processors used by Madrasa, including their refund policies, terms of service, and direct support contact information. You can access refund requests directly through these providers when applicable.