Return and Refund Policy

1) Policy Overview

AOSED is committed to fairness and transparency in handling returns, cancellations, and refunds for payments made through our website and other digital channels. This policy explains when a refund may be applicable, how to request it, and how refunds are processed.

2) Scope of This Policy

This policy applies to payments made to AOSED for any of the following (as applicable):

Donations (general and campaign-based)

Event registrations (conferences, conventions, workshops)

Training or service fees (capacity-building, consultancy, program-related services)

Publications or digital resources (reports, toolkits, paid downloads)

Physical items

3) Key Definitions

Return: Sending back a physical item purchased from AOSED (if applicable).

Refund: Reversal of a successful payment (full or partial) back to the payer.

Cancellation: Withdrawal from an event/service prior to delivery.

Processing Time: Time taken by AOSED to approve and initiate the refund request.

Settlement Time: Time taken by banks/card issuers/mobile financial services to reflect funds after AOSED initiates the refund via SSLCommerz.

4) Payment Method and Refund Channel (SSLCommerz-Optimized)

If you paid via SSLCommerz, refunds—when approved—are processed back to the original payment method (e.g., card, mobile wallet, internet banking), as permitted by SSLCommerz and the issuing bank/provider.

AOSED does not typically issue cash refunds for SSLCommerz transactions unless required by law or operationally necessary in exceptional cases.

5) Donations: Refund Rules

Donations are generally considered voluntary contributions and are typically non-refundable. However, a donation refund may be approved in the following situations:

Duplicate transaction (same donor charged more than once for the same donation due to a technical error)

Incorrect amount charged due to a system issue

Unauthorized transaction proven through appropriate verification

Failed donation purpose (rare cases where a restricted-purpose donation cannot be applied as stated, subject to review)

Important: If the donation was already allocated/used for program activities, AOSED may not be able to refund it. AOSED may propose an alternative remedy such as reallocating to a similar project (with donor consent).

6) Event Registration: Cancellation and Refund Rules

If you paid for an AOSED event (e.g., registration fee), the following applies unless event-specific terms state otherwise:

Cancellation by Participant

Cancellation 15 days before the event: Partial refund 80%

Cancellation 07 days before the event: Partial refund 50%

No-show or cancellation after the deadline: No refund

Event Postponement

If AOSED postpones an event, your registration may be transferred to the new date. If you cannot attend, you may request a refund ( within 15 days of the reschedule notice.

Event Cancellation by AOSED

If AOSED cancels an event due to natural disasters, security concerns, political situations, you will receive 70% of the registration fee (excluding any non-refundable third-party charges, if applicable and clearly stated).

7) Trainings / Service Fees: Refund Rules

For paid trainings or services:

Refund eligibility depends on whether the service has started and the extent of delivery.

If the training/service is cancelled by AOSED before delivery, full refund applies.

If a participant cancels:

Before start date: Partial refund 50%

After start date or once access/materials are delivered: No refund

8) Digital Products / Downloads: No-Return Policy

For digital products (e.g., downloads, e-certificates, paid documents), refunds are generally not available once the digital content has been delivered or accessed, except for:

Duplicate payment

Non-delivery due to a verified technical issue

Incorrect charge due to system error

9) Physical Items (If Applicable): Returns and Refunds

If AOSED sells physical items (printed materials/merchandise), returns may be accepted if:

The item is defective, damaged on arrival, or incorrectly delivered

The return request is made within 03 days of delivery

The item is unused and in original condition (where applicable)

Return shipping:

If AOSED is at fault (wrong/damaged item), AOSED will not bear return shipping costs.

If the return is due to customer preference, the payer may bear shipping costs (if permitted).

10) Non-Refundable Items / Charges

Unless required by law, the following may be non-refundable:

Convenience fees / service charges charged by banks, MFS providers, or payment processors

Third-party costs already incurred for the participant (e.g., printed badges, kits, courier dispatch, venue meal packages), if disclosed in advance

Late cancellation or no-show fees

11) Failed, Pending, or Reversed Transactions (SSLCommerz)

Failed Payment: If your transaction fails, your account should not be debited. If you see a debit, it may be an auto-reversal by the bank/MFS provider within their standard timeframe.

Charged but Not Confirmed (Payment Pending): If funds are deducted but AOSED does not receive confirmation, we will coordinate with SSLCommerz to verify the transaction and either confirm it or initiate a refund/reversal as applicable.

Duplicate Payment: If verified, AOSED will refund the extra amount.

12) How to Request a Refund

To request a refund, email [email protected] with:

 

Full name

Mobile number

Payment date and amount

Transaction ID / Bank reference (SSLCommerz details)

Purpose of payment (donation/event/training/etc.)

Reason for refund request

Any supporting evidence (screenshots, bank SMS, invoice)

Subject line suggestion: “Refund Request – [Transaction ID]”

13) Refund Approval and Processing Timeline (SSLCommerz)

AOSED Review Time: Typically [3–7] working days after receiving complete information.

Refund Initiation: If approved, AOSED will initiate the refund through SSLCommerz.

Settlement to Your Account: Typically [7–10] working days, depending on the issuing bank/MFS provider and their internal processing timelines.

Note: AOSED cannot control delays caused by banks, card issuers, or mobile financial service providers.

14) Partial Refunds

AOSED may issue partial refunds where appropriate (e.g., partial service delivery, partial participation, or non-refundable third-party costs already incurred). If a partial refund is approved, AOSED will clearly communicate the refund breakdown.

15) Chargebacks and Payment Disputes

 

If you believe a payment was unauthorized or fraudulent, please contact AOSED immediately at [email protected] and also notify your bank/card issuer. AOSED will cooperate with SSLCommerz and the relevant financial institutions during dispute investigations.

16) Fraud Prevention and Verification

To protect donors and participants, AOSED may request additional verification before approving refunds, including identity confirmation and proof of payment ownership.

17) Privacy

Information submitted for refunds is used only for verification, processing, audit/compliance, and recordkeeping purposes, in accordance with AOSED’s privacy and data protection practices.
18) Policy Updates

AOSED may update this policy from time to time. The updated policy will be posted on our website with a revised effective date.