Return and Refund Policy

1.What this policy covers

This policy covers the payments your agency makes to NextApp Lab for touratoz: plans (subscriptions) and add-ons such as SMS packages.

touratoz is a digital service: nothing physical is delivered, so there is nothing to send back. Here a "return" means cancelling a plan, and a "refund" means getting a payment back.

It does not cover the tickets, hotels or other travel services your agency sells. A refund between an agency and its own customers, airlines or suppliers is the agency's matter; touratoz only records it.

2.Free trial

Every new agency can try the service free of charge before it buys; the length of the trial is shown at sign-up. Nothing is paid during the trial, so there is nothing to refund. Please use the trial to decide whether the service suits your agency.

3.Plan fees and cancelling

Plans are paid in advance for a fixed period, for example a month or a year. Once a paid period has started, its fee is not refundable, in whole or in part, except in the cases listed under "When we refund".

You may cancel at any time. Cancelling stops the next period; you keep the service until the end of the period you have paid for.

4.When we refund

We refund a payment, in full or for the part affected, when:

• you were charged twice for the same plan or package (the second payment is refunded);
• you were charged more than the price shown at checkout (the difference is refunded);
• you paid, but the plan or package was not switched on, and we could not switch it on after you told us;
• a payment was taken from you because of a technical error on our side;
• we close the service, or your plan, for good before the period you paid for has ended, for a reason that is not a breach of the Terms and Conditions by you (the unused part is refunded).

Any right to a refund that the law of your country gives you, and that cannot be set aside by agreement, is not affected.

5.What we do not refund

We do not refund:

• a change of mind after a paid period has begun, or the unused part of a period you cancel early;
• a plan that you did not use, or used less than you expected;
• a plan suspended or closed because the Terms and Conditions were broken;
• a feature that the plan you chose did not include;
• loss caused by data that you or your users deleted or changed, or by a lost or shared password;
• interruptions caused by your device, browser or internet connection, by a service run by someone else, or by planned maintenance;
• charges made by your bank, card or mobile-payment provider.

6.SMS packages and other add-ons

SMS packages and other add-ons are delivered as credits as soon as the payment is confirmed. They are not refundable and cannot be exchanged for money, except for a duplicate or wrong charge. A message that the mobile network fails to deliver after we handed it over is outside our control.

7.Changing plan

When you move to a higher plan before your current period ends, the unused value of that period is counted toward the new plan; the checkout shows the exact figure before you pay. It is a credit, not a payment back to you.

Moving to a lower plan does not refund any part of a period already paid for.

8.How to ask for a refund

Write to us within 7 days of the payment, from the agency owner's e-mail address (our address is at the end of this page), with:

• the agency's name and its sign-in e-mail address;
• the date and amount of the payment, and how it was paid;
• the transaction reference, for example the bKash transaction ID or the bank slip;
• the reason for the request.

We may ask for more details to confirm the payment. We answer within 5 working days.

9.How and when a refund is paid

An approved refund is paid within 10 working days of our answer, by the same method and to the same account the payment came from, in the currency of the payment. If that is not possible, we agree another method with you.

Your bank or payment provider may need more time to show the money. Where the law allows, a charge taken by the bank or payment provider is deducted from a refund that was not caused by our error.

10.Payment disputes

Please write to us before you dispute a payment with your bank or payment provider: most problems are solved faster directly. If a payment is reversed without good reason, we may suspend the account until the matter is settled.

If you disagree with our decision, the "Governing law and disputes" section of the Terms and Conditions applies.

11.Changes to this policy

We may update this policy. The date at the top shows the latest version; a change does not apply to a payment made before it took effect. This policy is published in several languages; if they differ, the English version prevails.