Refund Policy

Refunds of a customer payment

We cannot issue these, and it is important to understand why rather than to be surprised by it later. A customer's money goes directly from their wallet to the merchant's wallet number. It never reaches ZeroPay BD, so there is nothing here to send back.

A customer who wants a refund should contact the merchant they paid. The merchant sends the money back from the same wallet number that received it. The transaction reference shown on the receipt identifies the payment.

If a merchant will not respond, contact us with the reference. We can confirm what was paid and to whom, and we can act against the account, but we cannot move the money.

Refunds of a plan you bought from us

A plan is refundable in full within seven days of purchase if you have not taken a live payment on it. Ask from your dashboard or by email with your account address.

After seven days, or after the first live payment settles, plan fees are not refundable. You keep the remaining time on the plan.

If we end your account for something that is not your fault, we refund the unused part of the period.

Failed and duplicate payments

A payment that never settled was never charged by us and needs no refund. If your wallet shows money leaving but the payment stayed pending, the reference or the amount did not match. Contact the merchant with the wallet's own confirmation message and it can be settled by hand.

A customer who paid twice should contact the merchant, who returns the duplicate from the receiving wallet.