Refund Policy
How refunds work at PayrollBD, what can and cannot be refunded, and the one deadline that governs every claim. Please read this page before engaging our services — it forms part of the agreement between us.
THE 7-DAY RULE — PLEASE READ FIRST
All refund claims must reach us by email within 7 days
Any request for a refund must be submitted to info@payroll.com.bd within 7 (seven) calendar days of the date on which the service was taken.
After 7 days, no refund will be issued under any circumstances. The 7-day period is a strict deadline, not a guideline. Claims received on day 8 or later cannot be considered, regardless of the reason for the delay.
A claim is only valid if it is made by email. Verbal requests, phone calls, messages sent through social media, or notes passed to individual staff members do not start the clock and are not treated as claims under this policy.
SECTION 1
Scope of this policy
This Refund Policy applies to all services purchased from PayrollBD (payroll.com.bd), including payroll outsourcing, Employer of Record, PEO and co-employment, HR services, tax and compliance support, business process outsourcing, recruitment and manpower supply, workspace and IT support.
This policy sits alongside our Terms of Service. Where a signed service agreement, master service agreement or written quotation contains refund terms specific to your engagement, those terms take precedence over this page for that engagement. In all other cases, this policy applies in full.
By engaging our services, making a payment, or accepting a quotation, you confirm that you have read and accepted this policy.
Definitions used on this page
| Date the service was taken | The date on which the service was delivered, commenced, or made available to you — whichever is earliest. For recurring monthly services, each monthly cycle is treated as a separate service date. |
| Service fee | The amount charged by PayrollBD for its own work, shown separately on the invoice from any pass-through or statutory amounts. |
| Pass-through amounts | Money collected from you and paid onward to a third party — employee salaries, statutory deductions and deposits, government or authority fees, and third-party vendor charges. |
SECTION 2
The 7-day claim window
Every refund claim is governed by a single deadline. It applies uniformly to all clients, all services and all payment amounts.
| Requirement | What it means |
|---|---|
| Deadline | 7 calendar days from the date the service was taken. Calendar days, not working days — weekends and public holidays are included in the count. |
| Method | Email to info@payroll.com.bd. No other channel starts the claim. |
| Proof of time | The timestamp recorded on our receiving mail server determines whether a claim is within the window. |
| After day 7 | No refund will be issued. This applies regardless of the reason for the delay, including illness, travel, staff turnover at the client, or email delivery failure on the sender’s side. |
What your email must contain
A claim is only complete — and the review only begins — when all of the following are provided:
- Your company name and the name of the person authorised to make the claim
- The invoice number and the date of payment
- The specific service the claim relates to
- A clear statement of what went wrong, in enough detail for us to investigate
- Any supporting documents, correspondence or evidence you wish us to consider
If your first email is incomplete, we will tell you what is missing. Provided the original email arrived within the 7-day window, supplying the missing information afterwards will not invalidate the claim.
SECTION 3
What may be refunded
Where a claim is made within the 7-day window and is upheld on review, a refund may be issued in the following circumstances:
- A service was paid for but was not delivered at all
- A duplicate payment or a demonstrable billing error was made
- You were charged for a service you did not order or authorise
- The service delivered differs materially from what was set out in the written quotation or service agreement, and the shortfall is attributable to us
- An engagement was cancelled in writing before any work commenced
What cannot be refunded
The following are non-refundable in all cases. This is not a commercial preference — in most instances the money has already left our hands and cannot be recovered.
- Employee salaries, wages and benefits already disbursed to staff
- Income tax, provident fund and other statutory amounts already deposited with the National Board of Revenue or any other authority
- Government, regulatory and authority fees already paid on your behalf — including work permit, visa, registration and filing fees
- Third-party costs already incurred on your instruction
- Work already performed, in proportion to the work completed
- Any claim received more than 7 days after the service was taken
- Dissatisfaction arising from information, instructions or approvals that you supplied incorrectly or late
- Outcomes that depend on a government authority, regulator or third party, where we performed our part correctly
Why statutory amounts cannot be returned. When we run payroll, salary is paid to your employees and tax is deposited with the authorities on the statutory calendar. Once that has happened, the funds are legally the employees’ and the government’s — not ours to return. Our service fee and those pass-through amounts are shown separately on every invoice precisely so that this distinction is visible before you pay.
SECTION 4
How a claim is handled
- Acknowledgement. We confirm receipt of your email and record the date and time it arrived.
- Review. We examine the claim against the service agreement, the invoice, the work performed and any evidence you have supplied.
- Clarification. Where necessary we come back to you with questions. Prompt replies keep the review moving.
- Decision. We issue a written decision explaining the outcome and the reasoning behind it, whether the claim is upheld, partially upheld or declined.
- Payment. Where a refund is approved, it is processed to the original payment method and in the original currency of payment.
Partial refunds
Where part of a service was delivered correctly and part was not, a proportionate refund may be issued against the portion that was not delivered. The calculation and its basis are set out in the written decision.
Costs and deductions
Bank charges, remittance fees and any currency conversion difference arising on the return of funds are borne by the party incurring them and are not added to the refunded amount. Where a refund is approved after work has partly been performed, the value of that work is deducted.
SECTION 5
Cancellation of ongoing services
Cancelling a recurring service is not the same as claiming a refund. Notice periods, final invoicing and handover obligations for ongoing engagements are governed by your service agreement and by our Terms of Service, not by this page.
Where you cancel an ongoing service, fees already invoiced for cycles that have been delivered remain payable. A cancellation does not create a right to a refund of past cycles, and the 7-day rule continues to apply to any claim relating to an individual cycle.
Chargebacks
If you intend to dispute a charge, please raise it with us first. Initiating a chargeback or payment reversal without first submitting a claim under this policy may result in suspension of services while the matter is resolved, and does not extend the 7-day window.
SECTION 6
General terms
Governing law
This policy is governed by the laws of Bangladesh. Any dispute arising from it is subject to the jurisdiction of the courts of Bangladesh, unless your signed service agreement provides otherwise.
Changes to this policy
We may update this policy from time to time. The version published on this page at the time you engage a service is the version that applies to that engagement. Material changes will be reflected in the effective date shown below.
Severability
If any part of this policy is found to be unenforceable, the remaining provisions continue in full effect.
Language
This policy is published in English. Where a translation is provided for convenience, the English version prevails in the event of any inconsistency.
Questions before you commit? If any part of this policy is unclear, ask us before engaging the service rather than afterwards. We would far rather answer a question at the quotation stage than decline a claim on day eight.
Submitting a refund claim
Email us within 7 calendar days of the service date with your company name, invoice number, the service concerned and what went wrong. We will acknowledge receipt and set out the next steps in writing.
PayrollBD · House 47, Ravindra Sarani (Road 15), Sector 3, 8th Floor, Uttara, Dhaka 1230
+880 1511002341 · info@payroll.com.bd