Refund Policy
Fair and transparent refund terms for Bangladesh's #1 digital marketplace. Protecting both sellers and buyers with clear policies since 2019.
Last Updated: January 15, 2025 | Effective Since: January 1, 2019
At Heisenberg's Legacy Shop, we are committed to providing fair and transparent refund policies for all users of our digital marketplace. This comprehensive Refund Policy outlines the terms, conditions, and procedures for requesting refunds, handling payment disputes, and managing withdrawal cancellations on our platform.
Our refund policy is designed to protect both sellers and buyers while maintaining the integrity of our marketplace. All refund decisions are made in accordance with Bangladesh's Consumer Rights Protection Act 2009 and international best practices.
Our Commitment to Bangladesh Users: We process all refunds through authorized Bangladesh payment gateways including bKash, Nagad, and local bank transfers. Refund processing times comply with Bangladesh Bank regulations. All refund-related communications are available in both Bengali and English for your convenience.
1. Refund Eligibility & Timeline
Refund requests must be submitted within 7 days of the transaction for eligibility. Our standard processing time is 3-7 business days for approved refunds.
2. Service Fee Refunds
Our comprehensive refund policy for service fees covers various scenarios:
| Scenario | Refund Policy | Processing Time | Status |
|---|---|---|---|
| Account rejected during verification | Full refund of service fees | 1-3 business days | Eligible |
| False information provided by seller | No refund of service fees | N/A | Not Eligible |
| Seller cancels before verification | 75% refund of service fees | 3-5 business days | Partial |
| Technical issues on our platform | Full refund + compensation | 1-2 business days | Eligible |
| Account transfer failure | Full refund of service fees | 2-4 business days | Eligible |
3. Payment Disputes & Resolution
Payment Dispute Process
If you believe there's an error in payment calculation or processing, our dedicated dispute team will investigate within 24 hours. We maintain detailed transaction logs and provide full transparency throughout the resolution process.
- Submit Request: Use our secure dispute form or contact support
- Provide Evidence: Screenshots, transaction IDs, account details
- Investigation: Our team reviews within 24-48 hours
- Resolution: Decision communicated within 72 hours
4. Withdrawal Cancellations
We understand that circumstances change. Our withdrawal cancellation policy provides flexibility while maintaining security:
- Pending Status: Instant cancellation available, funds returned to platform balance immediately
- Processing Status: Cancellation possible within 2 hours, subject to payment gateway limitations
- Approved Status: Cancellation not guaranteed, depends on payment method and timing
- Completed Status: Cannot be cancelled, funds have been transferred
5. Account Transfer & Ownership
Important Legal Notice: Once an account is verified, approved, and payment is processed, ownership transfer is final and irreversible. Any attempt to reclaim transferred accounts violates our Terms of Service and may result in legal action under Bangladesh's Digital Security Act 2018.
6. Chargeback & Fraud Prevention
To protect our marketplace integrity and other users, we maintain strict anti-fraud measures:
- Chargeback Protection: Automated detection and prevention systems
- Fraudulent Claims: Permanent account suspension and legal action
- Double Recovery: Attempts to recover both payment and account result in immediate termination
- Legal Compliance: All incidents reported to relevant Bangladesh authorities
7. Processing Methods & Times
Refund Processing Timeline
| Payment Method | Processing Time | Availability |
|---|---|---|
| bKash Personal | 1-2 business days | 24/7 |
| Nagad Personal | 1-2 business days | 24/7 |
| Bank Transfer (Local) | 3-5 business days | Business hours |
| Platform Balance | Instant | 24/7 |
8. Exceptional Circumstances
We recognize that unique situations may arise. Our management team reviews exceptional cases including:
- Natural Disasters: Force majeure events affecting Bangladesh
- Government Regulations: New laws or restrictions
- Platform Errors: Technical failures on our side
- Medical Emergencies: Documented health emergencies
- Family Circumstances: Death or serious illness in family
9. Contact Our Refund Team
Our dedicated refund and dispute resolution team is available to assist you:
💰 Refund & Dispute Resolution Team
🏢 Office: Dhanmondi, Dhaka-1205, Bangladesh
📧 Refund Email: refunds@heisenbergslegacy.shop
📧 Dispute Email: disputes@heisenbergslegacy.shop
📱 Telegram: @Heisenberg_V2
🕐 Support Hours: Sunday - Thursday, 9:00 AM - 8:00 PM (GMT+6)
⚡ Emergency Line: Available 24/7 for urgent payment issues
For fastest resolution, contact us via Telegram with your transaction ID and detailed explanation.
Guarantee: We commit to responding to all refund requests within 24 hours and resolving approved refunds within 7 business days. Your satisfaction and trust are our top priorities.