1. General Terms

• Refund requests must be submitted in writing via email to info@scaleupwise.com within the specified eligibility period.
• Refunds will be considered only in accordance with the conditions stated in this policy.
• Processing time for approved refunds is 7–14 business days, and the amount will be credited back using the original payment method.

2. Eligibility for Refunds

      Refunds may be granted under the following conditions:

1. Service Non-Delivery
   • If ScaleUpWise fails to initiate the project or deliver the service within the agreed timeline, and no alternative arrangement is mutually accepted.
2. Duplicate Payment
   • If a client is charged more than once due to a technical or billing error, the extra payment will be refunded in full.
3. Service Not as Described
   • If the delivered service substantially deviates from the agreed scope outlined in the official proposal/contract, and ScaleUpWise cannot reasonably resolve the issue.
4. Technical Issues (for Digital Products/Software)
   • If a purchased product or subscription cannot be accessed due to technical issues originating from ScaleUpWise, and the issue remains unresolved after reasonable troubleshooting.

3. Non-Refundable Situations

      Refunds will not be issued under the following circumstances:

• Change of mind after the service has been delivered or product has been accessed.
• Partial use of delivered services or products (e.g., using templates, design drafts, or initial code).
• Delays caused by client-side issues (e.g., lack of communication, delayed feedback, or incomplete project requirements).
• Third-party service failures not directly controlled by ScaleUpWise (e.g., hosting, domain providers, or third-party integrations).

4. Cancellation Policy

• Before Project Kick-off: If a cancellation request is made before project initiation, 90% of the advance payment will be refunded (10% retained as administrative and consultation fee).
• After Project Kick-off: Refunds will be calculated proportionally, considering the work already completed.
• After Project Completion/Delivery: No refunds will be provided once the final deliverables have been approved and delivered.

5. Special Notes

• ScaleUpWise reserves the right to refuse a refund request if there is evidence of misuse, fraud, or violation of our Terms of Service.
• All disputes will be handled in accordance with the governing laws of Bangladesh, without prejudice to internationally applicable consumer rights.