> For the complete documentation index, see [llms.txt](https://legal.skypaybd.top/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://legal.skypaybd.top/legal-policies/refund-policy.md).

# Deposit, Subscription & Refund Policy

This policy sets out the timelines and settlement restrictions for wallet deposits, subscription cancellations, refunds, and payment discrepancies on SkyPay - BD. Please review these rules before depositing funds or activating a subscription.

## 1. Unused Wallet Deposits — Requests Within 24 Hours

If funds are deposited into a wallet and no recurring subscription package has been activated or bound to those funds:

* A full deposit reversal may be requested within **24 hours** of the recorded payment timestamp.
* Submit the request to the designated support desk by email or WhatsApp.
* After verification and approval, funds may be returned to the original deposit route, such as bKash, Nagad, Rocket, or another supported financial route.
* After the 24-hour window expires, the deposit is no longer eligible for an external reversal under this policy. The balance remains in the platform account for use on internal services.

## 2. Subscription Plan Cancellations

### External payout eligibility

A merchant may qualify for a payout to the original mobile-banking or financial route only when both conditions are met:

1. The cancellation request is submitted within **6 hours** of subscription activation; and
2. The initiating deposit was made within the preceding **24 hours**.

All requests are subject to verification.

### Wallet-only credit reversal

If a subscription was purchased using wallet funds from a deposit made more than 24 hours earlier, a cancellation request submitted within 6 hours of plan activation may qualify for a wallet-only credit. Any approved amount will be credited to the internal SkyPay wallet and will not be sent to an external mobile-banking or financial account.

### Expired cancellation window

Requests made more than 6 hours after plan activation are not eligible for reversal under this policy, and the service remains provisioned until the end of the billing term.

The policy also excludes reversal where the initiating deposit is more than 30 hours old and the cancellation request is submitted after 7 hours from plan activation. In that situation, neither the plan nor the funds qualify for reversal.

## 3. Payment Mismatch & Processing Discrepancies

### Overpayment

If a customer transfers more than the generated invoice total, the reconciliation team will review the transaction record. After verification, the excess amount may be credited to the merchant's internal account or returned manually.

### Underpayment

Payments below the required settlement amount may not be validated automatically. Contact customer support with the relevant transaction identifiers and evidence of payment so the discrepancy can be reviewed.

## 4. Verification and Support

Refunds and corrections are subject to transaction verification and confirmation of the original payment route. Include accurate transaction identifiers and supporting details when submitting a request.

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