Refund & Complaint Policy

efund or complaint? BanglaSwap reviews cases within 24–72h and resolves eligible requests in 3–7 business days — Secure KYC, Transparent fees.

Refunds & Complaints Policy — BanglaSwap (Bangladesh)

If you encounter a wrong/duplicate payment, non-delivery, or an error on our side, your case may be eligible for a refund. Proof is required. We typically review within 24–72 hours and, if eligible, aim to resolve/refund within 3–7 business days.
Principles: Secure KYC • Transparent fees • Fair investigation

1) Scope & Definitions

  • Company: BanglaSwap (as identified on our website/policies).

  • Refund: Partial/full return of funds you paid.

  • Complaint: An issue about service/charges/delay/behavior.

  • Dispute: A bank/wallet/card issue escalated to a third party.

2) Eligibility for Refund — When It Applies

Usually eligible:

  • Duplicate payment (same order paid twice).

  • Service not delivered (not delivered within the stated window).

  • Incorrect amount due to our error.

  • Order cancelled by BanglaSwap (compliance/risk reasons).

Usually not eligible:

  • Blockchain confirmed transfers to wrong address/network (customer input error).

  • Name/account mismatch causing third-party holds/blocks.

  • AML/high-risk flagged cases where required documents aren’t provided or are incorrect.

  • Non-refundable fees: network, processing, or bank charges.

3) Required Documents / Proof

  • Order ID / invoice plus TXID/reference screenshots.

  • Receiving number/account/wallet address.

  • KYC documents (NID/Passport).

  • A short description of the issue (date–time–amount).

4) How to Submit a Complaint (Steps)

  1. Contact: Email/form/WhatsApp/call.

  2. Details: Send Order ID + TXID + description.

  3. Verification: We review within 24–72h.

  4. Resolution: If eligible, refund/solution in 3–7 business days.

  5. Confirmation: We update you via Email/WhatsApp.

5) Timelines (SLA)

  • Initial response: 0–24h

  • Investigation window: 24–72h

  • Refund (if approved): 3–7 business days

  • Third-party disputes: As per their SLA

6) Refund Method

  • Same channel where possible (original payment route).

  • Cross-channel refunds may require extra KYC/fees.

  • Network/bank/processing fees are generally non-refundable.

7) Disputes & Chargebacks

  • If you open a chargeback, the case may be put on hold.

  • We will provide logs/evidence; the third party’s decision is final.

  • False claims may lead to service limits or suspension.

8) Exceptions & Risk Disclosure

  • Crypto transfers are typically irreversible once confirmed.

  • Funds sent via wrong network (e.g., TRC20/ERC20) or wrong address may not be recoverable.

  • High-risk cases may require additional documents/verification.

  • We are not a bank/investment adviser; price volatility or network delays are outside our control.

9) Escalation Path

Support Agent → Case Reviewer (Compliance) → Operations Lead → Management (Final Review)

10) Contact Channels

  • Email: support@banglaswap.com

  • Phone/WhatsApp: +8801992961481

  • Address: House- 32/A, Road-1, Shekhertek,Mohammadpur, Dhaka 1207

  • Contact page: https://banglaswap.com/contact-us

11) Links & Transparency