Refund and cancellation policy

This policy explains when Software Chamber, the trade name of M B H Mishu, a sole proprietor registered in Bangladesh ("we", "us"), refunds money you have paid, and how cancellation works for each kind of Service. It forms part of our Terms and Conditions. Capitalised words mean what they mean there. If a Signed Agreement (MSA, SOW or Order Form) sets different refund terms for your engagement, the Signed Agreement prevails.

The short version: you never pay for work that was not delivered and accepted, and we never refund work that you accepted and are using. Everything in between is pro-rated.

• Cost calculators and estimates on the Site are free and carry no obligation. An estimate is not an Invoice.
• Discovery calls and meetings booked through the Site are free. You can cancel or reschedule at any time from the confirmation email or by writing to us; there is no charge for a missed meeting.
• Written Proposals are free. You pay nothing until you accept a Proposal and the first Invoice is issued.

Fixed-cost builds are paid by milestone. What is refundable depends on where the project is when you cancel:

Milestone payments are earned when the milestone is accepted under section 10 of the Terms (sign-off, 5 Business Days without written objection, or use in production). Third-party costs we paid for you by agreement (domains, licences, cloud credits) are not refundable once incurred.

• 14-day money-back guarantee. If you are not satisfied in the first 14 days of a new subscription, tell us in writing and we will refund the first month's fee in full, no questions asked. The guarantee applies once per Client and to the first plan you take, not to upgrades or re-subscriptions.
• After day 14 you may cancel or pause at any time by written notice. Cancellation takes effect at the end of the current billing period. We do not refund the current month, and we do not pro-rate a partly used month.
• Yearly plans are paid in advance at a discount. You may cancel at the end of the paid year. If you cancel earlier, the months already used are re-priced at the monthly rate and the balance, if any, is refunded as a credit or, if you prefer, to your original payment method.
• Service-level failures. If we miss the response or resolution targets in your Order Form, you are entitled to the service credits it sets out. Where we materially fail to provide the plan for a billing period, we refund that period pro-rata. This is the only case in which a mid-period refund is made.
• Upgrades are pro-rated from the next calendar day; downgrades apply from the next billing period. Neither creates a refund.
• Third-party costs passed through on your Invoice (hosting, licences) follow the provider's own refund rules.

The three months of free maintenance after Go-live cost nothing and are not refundable because nothing was paid for them. Paid maintenance plans start in month four only if you confirm them, are billed monthly in advance, and may be cancelled at the end of any month. The current month is not refunded.

If we miss a milestone date for reasons within our control, or a deliverable fails its acceptance criteria and we cannot cure it, you may raise the matter with our delivery director. We follow a remedy ladder, in this order: a service credit against future work; rework at no cost; a partial refund of the fees paid for the affected milestone; and, if none of those resolves it, termination with a refund of fees paid for work that was not accepted. Every case receives a case number, is logged, and is reviewed in our weekly delivery meeting.

• Email info@softwarechamber.com from the billing contact's address, or raise a ticket in the Portal, with "Refund request" or "Cancellation" in the subject.
• Tell us the Invoice number, the engagement or plan, the reason, and the bank account or payment method the money should go back to.
• We acknowledge within 2 Business Days and confirm the amount, if any, within 7 Business Days. Where we need to confirm the state of a milestone, we will tell you what we are checking and when you will hear back.

• Approved refunds are paid within 14 days of our confirmation, to the original payment method wherever the payment rail allows it. Where it does not (for example a mobile wallet that cannot receive reversals), we pay to a bank account in the same name as the payer.
• Refunds are made in the currency of the original Invoice. We do not bear exchange-rate movements between the date you paid and the date we refund.
• Bank, card, wallet and international-transfer charges on the outgoing refund are deducted from the refund, and charges deducted by your bank on receipt are yours. We absorb those charges where the refund is due to our own failure under section 6.
• Where VAT was charged on a BDT Invoice, the VAT on the refunded amount is refunded or credited together with it, and we issue the credit note the National Board of Revenue requires. Tax deducted at source by you is not refundable by us; it is recoverable through your own tax return.
• If you have an unpaid Invoice, we may set the refund off against it.

We do not refund:

• Work you have accepted, used in production or approved for release.
• The 10% administration fee on a pre-kickoff cancellation.
• Third-party costs already incurred for you.
• Delays or defects caused by late inputs, missing access, changes made by you or by others, or third-party services outside our control.
• Fees for a billing period in which we suspended Services for non-payment or for a breach of the Terms.
• Fees for an engagement we ended because the Client failed sanctions screening or used the Services unlawfully.

Please contact us before opening a card dispute or payment-provider claim; almost every case is resolved faster under this policy. If a chargeback is raised for an Invoice that was properly earned, we will provide the acceptance records to the provider, and we may suspend Services until the dispute is resolved. A dispute about a refund that we cannot settle between us follows section 25 of the Terms: negotiation, then mediation, then arbitration in Dhaka.

This policy does not reduce rights you have by law. If you deal with us as a consumer, your rights under the Consumer Rights Protection Act 2009 of Bangladesh, or under the consumer law of the country where you live, apply alongside this policy and prevail where they are stronger.

We may update this policy with a new version number and effective date. The version that applies to your engagement is the one in force when you accepted your Proposal or started your subscription, unless a later version is more favourable to you or the law requires the change.

Software Chamber (M B H Mishu, proprietor), Flat B-6, 6th Floor, Empire Zohora Akbar, 15/Gha, Modhubag Road, Hatirjheel, Dhaka 1217, Bangladesh. Email info@softwarechamber.com, phone +880-1830-208833.

• Version 1.0, 28 October 2026: first published Refund and Cancellation Policy.