Refund Policy — Sam Online
At Sam Online, we are dedicated to providing our valued customers with dependable and high-quality internet services. We understand that circumstances may arise where adjustments, cancellations, or refunds are necessary. This Refund Policy outlines the terms and conditions regarding service refunds and adjustments.
1. Refund Circumstances & Eligibility
Billing Errors: Sam Online is committed to resolving all billing discrepancies, such as overcharging or double billing. Upon verification, the overcharged amount will be immediately refunded or adjusted against future invoices.
Early Termination: If you terminate your internet connection prior to the end of your billing cycle or agreement duration, any eligible remaining prepaid funds will be processed as a prorated refund, subject to the terms of your service contract.
Service Performance Issues: If you experience persistent, verified technical or network performance issues that materially hinder your service usage, Sam Online will investigate. Based on the severity and duration of the outage, compensation or billing adjustments may be offered.
2. Processing Method & Timeline
Refunds will be processed back to the original payment channel used during transaction. Below are the estimated processing timelines per payment gateway:
| Payment Method :- | Refund Option:- | Refund Time:- |
|---|---|---|
|
Bkash |
Mobile Wallet Reversal / Bkash |
15 Working days |
|
Nagad |
Mobile Wallet Reversal / Nagad |
15 Working days |
|
Rocket |
Mobile Wallet Reversal / Rocket |
15 Working days |
|
EBL |
Mobile Wallet Reversal / EBL |
15 Working days |
3. How to Submit a Refund Request
To initiate a refund or billing adjustment, please follow these steps:
Contact our customer support team via official email or support hotline.
Provide your Account ID / User ID, relevant invoice number, and a brief description of the issue.
Attach any supporting documentation (e.g., payment receipt, screenshot of transaction).
4. Important Guidelines & Policy Updates
Original Channel: Refunds will only be issued using the original payment channel/method used for the initial purchase.
Policy Modifications: Sam Online reserves the right to amend or update this Refund Policy at any time without prior notice. Any updates will be posted officially on our website.