Refund Policy
How refunds work at Digipassa across our three product lines — Extension License Packages, Digital Products, and Digital Tools subscriptions — including bKash/Nagad/card reversals in Bangladesh.
Our refund principle
Digipassa sells digital goods that are delivered or activated instantly, so we cannot use the same "return the box" model as physical retail. Instead, we judge each refund request against the product line you bought from and what has already been delivered. The rules below apply to all three lines — Extension License Packages, Digital Products, and Digital Tools subscriptions — plus reseller wallet top-ups.
Extension License Packages
Eligible for full refund if: (a) the key never activated on any device, (b) the key was invalid or duplicate and we could not replace it within 48 hours, or (c) the bound extension was permanently discontinued within 7 days of your purchase. Not eligible once the key is activated on at least one device, after the validity window starts counting, or if the key was revoked due to sharing / reverse-engineering.
Digital Products (downloads)
Eligible for refund only if the signed download URL never generated a successful download AND no more than 48 hours have passed since purchase. Once the file is downloaded — even partially — we treat the delivery as complete and a refund is not available, except where the file is corrupt or materially different from its product description and we cannot ship a working copy.
Digital Tools (subscriptions)
If you used the tool zero times in the first 24 hours of a new subscription, you can request a full refund. After first use we offer pro-rated credit (not cash refund) back to your account wallet for the unused portion, provided the cancellation reason is a documented platform fault on our side. Failures caused by the upstream third-party provider are handled via service credit, not refund.
Always eligible (regardless of product)
Duplicate charges from the gateway, money debited without the order reaching "paid" status, fraudulent transactions where you can prove the account was compromised, or orders we cancel from our side for stock / compliance reasons are refunded in full — usually within 3–7 working days back to the original payment method.
Not eligible
Change of mind after delivery, "I bought the wrong plan" requests after activation, partial-month cancellations of an actively-used tool, keys revoked for terms violations (sharing, abuse, chargeback fraud), and downloads where the file was accessed are not refundable. Reseller wallet top-ups are non-refundable once credited, but the balance never expires.
Payment-method specifics
bKash / Nagad / Rocket reversals usually settle within 3–5 working days and return to the originating wallet number. Card refunds go back to the same card and may take one full statement cycle to appear, depending on your issuing bank. We cannot redirect a refund to a different account, wallet, or person under any circumstances.
Refund & support process
Step 1 — Email support@digipassa.com (or open a ticket from your panel) with your order ID and a short description of the issue. Step 2 — Our team reviews your request within 24 hours on business days. Step 3 — Eligible refunds are processed back to the original payment method within 3–7 business days. Step 4 — For anything we cannot refund, we will explain why and offer the closest alternative (replacement key, store credit, or extended validity) where possible.
How to request a refund
Open a support ticket from your customer or reseller panel within 7 days of the charge and include: order ID, the gateway's transaction reference (bKash TrxID, card last 4, etc.), the product line, and a short reason. We respond within 2–3 working days with an approval, a request for more info, or an explanation of why the case does not qualify.
Chargebacks
Please contact us before filing a chargeback with your bank or wallet — almost every issue is faster to resolve directly. Disputed chargebacks where we can prove valid delivery (activation logs, download logs, gateway success records) will be contested, and the related account/keys are suspended for the duration of the dispute.
Bangladesh consumer rights
Nothing in this policy limits any non-waivable consumer right you have under the laws of Bangladesh. Where a local rule grants you a wider refund window than this policy, that local rule applies.