Legal
Refund & Cancellation Policy
This Refund Policy explains when you can cancel and when you are entitled to a refund for purchases from E GRAHOK – including recurring subscriptions, memberships, and one-time digital purchases across our websites and mobile applications. It forms part of our Terms & Conditions. Nothing here removes any mandatory consumer right you have under the law of your country of residence.
1. Scope
This policy applies to purchases made directly through E GRAHOK websites and membership sites. Purchases made inside a mobile app through the Apple App Store or Google Play are billed by those stores and are subject to their refund policies – see Section 10.
2. Nature of digital products
Our products are digital and are delivered or made accessible immediately after purchase. Because access is granted right away, refund rights for digital content and services differ from those for physical goods, as explained below.
3. EU / EEA / UK right of withdrawal (14 days)
If you are a consumer in the EU, EEA, or UK, you generally have 14 days to withdraw from a purchase of digital content or services without giving a reason.
When you buy a subscription or digital content that starts immediately, we ask you at checkout to (a) expressly request that performance begins during the 14-day period, and (b) acknowledge that you will lose the right of withdrawal once the content has been fully supplied, or, for services, once the service has been fully performed. Where you have given that consent and we have begun performance:
- for digital content that has been downloaded or streamed, the right of withdrawal is lost once supply has begun;
- for services / subscriptions, if you withdraw within 14 days you may be charged an amount proportionate to what was provided up to the moment you told us.
If you did not give that consent, you keep the full 14-day withdrawal right and we will refund you in full. To withdraw, email support@egrahok.com within 14 days of purchase with your order details; you may use a clear statement to that effect.
4. Subscription refunds
Cancelling
You can cancel a subscription at any time through your account settings or by emailing support@egrahok.com. Cancellation stops future renewals; your access continues until the end of the billing period you have already paid for.
Monthly plans
Payments for a monthly billing period are generally non-refundable once the period has started, except where a refund is required by law (including the withdrawal right in Section 3) or granted by us at our discretion (for example, a service outage that materially prevented use).
Annual plans
If you cancel an annual plan within 14 days of the initial purchase or of an automatic annual renewal and you have made only minimal use of the service in that period, contact us and we will provide a full refund of that charge. After 14 days, annual plans are non-refundable for the remainder of the term, though you keep access until it ends.
Accidental or unrecognised renewals
If you were charged for an automatic renewal you did not intend and you contact us within 14 days of the charge without having materially used the service in the new period, we will normally refund it.
5. Free trials
If your plan includes a free trial, you will not be charged during the trial. To avoid being charged, cancel before the trial ends. Charges that occur after a trial converts to a paid subscription are treated as a normal subscription payment under Section 4.
6. One-time purchases & memberships
For one-time purchases of digital items (such as template packs or resource bundles) and non-recurring memberships bought on our websites, you may request a refund within 14 days of purchase provided you have not downloaded, exported, or substantially consumed the item. Once the item has been downloaded or substantially accessed, it is non-refundable except where the law requires otherwise or the item is faulty or materially not as described.
7. How to request a refund
Email support@egrahok.com from the email address on your account and include:
- your order or transaction ID (from your receipt);
- the product or plan name;
- the date and amount of the charge;
- the reason for the request (helps us improve, and is required for some legal categories).
We aim to acknowledge refund requests within 2 business days and to decide within 10 business days.
8. Processing, method & timing
Approved refunds are issued to the original payment method. After we approve and submit a refund, it typically takes 5–10 business days to appear, depending on your bank or payment provider. We refund the amount you paid us; bank fees, card-issuer currency-conversion charges, or third-party wallet fees are outside our control and are not reimbursed by us.
9. Non-refundable situations
Except where the law requires otherwise, refunds are not available:
- for partially used billing periods after the applicable refund window;
- where an account has been suspended or terminated for breach of our Terms, fraud, or abuse;
- where digital content has been fully delivered, downloaded, or substantially consumed and you consented to immediate performance and waived the withdrawal right;
- for charges older than the applicable request window, unless required by law;
- for change of mind on clearly-labelled non-refundable promotional or clearance items.
10. App store purchases
Subscriptions and in-app purchases made through the Apple App Store or Google Play are billed by Apple or Google. We cannot issue refunds for those transactions. Manage or cancel them in your Store account settings, and request refunds directly from Apple or Google under their policies. We are happy to help you understand your options – contact support@egrahok.com.
11. Chargebacks & disputes
If you believe a charge is wrong, please contact us first – we can usually resolve it faster than a bank dispute. Filing a chargeback for a charge that was valid, or after receiving a refund, may result in suspension of your account and recovery of amounts owed. We cooperate fully with legitimate dispute investigations and will provide transaction records on request.
12. Taxes & currency
Where we collected VAT, GST, or sales tax on a purchase, any refund includes the corresponding tax. Refunds are made in the original transaction currency; the amount you receive in your local currency may differ from the amount you originally paid because of exchange-rate movement, which is outside our control.
13. Changes
We may update this Refund Policy. Changes apply to purchases made after the updated policy takes effect. The “Last updated” date shows the current version.
14. Contact
Billing & refunds: support@egrahok.com
E GRAHOK, House 56, Road 6, Block G, Banasree, Dhaka-1219, Bangladesh