Return, Refund & Delivery Policy

This Policy applies exclusively to separately purchased tokens, prepaid usage credits, and token top-up packages offered through the Pinacall platform.

It does not govern subscription fees, subscription renewals, or cancellation of subscription plans. These matters are covered separately under our Terms and Conditions.

For the purposes of this Policy, "tokens" refers to prepaid digital usage credits purchased separately by customers for accessing eligible Pinacall services.

2.1 Instant digital delivery

Pinacall provides digital tokens that are delivered electronically to the customer's registered account. Once payment has been successfully confirmed and verified by our payment system:

• Purchased tokens will be automatically credited to the customer's registered Pinacall account.
• Token delivery is generally completed immediately after successful payment confirmation.
• Customers can view their available token balance through their account dashboard.
• No physical delivery or shipping is involved.

Delivery is considered successfully completed once the correct number of purchased tokens has been credited to the customer's Pinacall account.

2.2 Delayed or failed delivery

In exceptional cases, token delivery may be delayed due to payment gateway issues, server errors, synchronization failures, or other technical difficulties.

If payment has been successfully completed but the purchased tokens are not reflected in the customer's account, the customer should submit a support ticket or contact Pinacall Support. Our team will verify the transaction and resolve the issue in accordance with Section 3.

3.1 Reporting missing tokens

If a customer believes that purchased tokens have not been delivered correctly, they may submit a support ticket through an available Pinacall support channel. Customers should provide the following information:

• Registered Pinacall email address or account identification.
• Payment transaction ID or reference number.
• Payment date and amount.
• Number of tokens purchased.
• Description of the issue.
• Relevant payment confirmation or screenshot, if available.

3.2 Verification and resolution

Upon receiving a complaint, Pinacall will investigate the transaction using payment confirmation records, transaction logs, token allocation history, and relevant account activity. The following conditions will apply:

• Case A: Tokens not delivered or partially delivered. If payment is verified and our records confirm that purchased tokens were not fully credited, Pinacall will credit the outstanding tokens to the customer's account without additional charges.
• Case B: Tokens successfully delivered. If verification confirms that the correct number of purchased tokens was credited to the customer's account, delivery will be considered complete. In this case, the transaction will not qualify for a refund solely on the basis of a delivery complaint.
• Case C: Payment not confirmed. If payment has not been successfully confirmed by the relevant payment provider, token allocation may remain pending until payment verification is completed.

3.3 Complaint resolution time

Pinacall aims to investigate, resolve, and communicate the outcome of token delivery complaints within 72 hours of receiving the complaint.

Where resolution depends on an external payment provider or circumstances beyond our reasonable control, we will inform the customer of the issue and provide updates until it is resolved, while complying with any applicable mandatory resolution deadlines.

• Separately purchased Pinacall tokens and top-up credits do not have an expiration date.
• Purchased tokens remain available in the customer's account until consumed through eligible Pinacall services.
• Unused purchased tokens do not expire solely because of the passage of time.
• Tokens are not automatically converted into cash or refunded because they remain unused.
• Access to and use of tokens remains subject to applicable account terms, service availability, and legal requirements.
• Promotional, complimentary, trial, or subscription-included credits may be subject to separate terms and are not covered by this no-expiration commitment.

5.1 General no-refund policy

All successfully delivered token purchases are final and non-refundable, except as expressly provided in this Policy or required by applicable law. Once the correct number of purchased tokens has been credited to the customer's account, refunds will not ordinarily be provided for:

• Changes of mind after purchase.
• Accidental purchases made by the customer.
• Unused or partially used tokens.
• Failure to consume purchased tokens.
• Requests to exchange tokens for cash.
• Customer dissatisfaction unrelated to verified non-delivery, billing errors, or legally protected service failures.

This no-refund policy applies even when purchased tokens remain entirely unused.

5.2 Duplicate payment refunds

If a customer is charged more than once for the same intended transaction due to a verified duplicate payment or processing error, Pinacall will refund the duplicate payment amount. Customers must provide the relevant payment transaction details to facilitate verification.

Where duplicate tokens were also credited because of the duplicate transaction, Pinacall may reverse the corresponding duplicate allocation to prevent double compensation. Refunds will be processed in accordance with Section 6.

5.3 Missing tokens

Where purchased tokens are missing or partially delivered, Pinacall's primary remedy will be to credit the outstanding tokens after payment verification. If Pinacall is unable to deliver the purchased tokens, the customer will be entitled to an appropriate refund or other legally required remedy.

5.4 Refunds for permanent business closure

If Pinacall permanently ceases business operations or permanently discontinues its platform, making purchased tokens unusable, customers will be eligible for a refund of their remaining unused, paid token balance, subject to verification and applicable law. The following conditions apply:

• Only unused tokens purchased directly by the customer are eligible.
• Tokens already consumed are not refundable.
• Complimentary, promotional, bonus, and trial tokens are excluded unless required by law.
• Refund amounts will be calculated based on the original purchase price attributable to the remaining eligible tokens.
• Where tokens were purchased in multiple packages at different prices, the refund calculation will use the relevant purchase and usage records.
• Pinacall will communicate the applicable refund claim process if permanent service discontinuation occurs.
• Refunds will be handled in accordance with applicable legal requirements and payment processing procedures.

5.5 Temporary service disruptions

Temporary system maintenance, server downtime, third-party platform interruptions, or other recoverable technical issues do not automatically entitle customers to refunds. However, if a verified service failure prevents delivery or materially affects a customer's legally protected rights, Pinacall will provide an appropriate remedy in accordance with applicable law.

Where a refund is approved:

• Pinacall will verify the relevant transaction and eligible refund amount.
• The customer will be informed of the refund decision.
• The refund will ordinarily be initiated through the original payment method, where supported.
• If the original payment channel is unavailable, another lawful and mutually agreed refund method may be used.
• Refunds will be initiated and completed within the time limits prescribed by applicable Bangladesh law, including applicable digital-commerce requirements.
• The time at which the refunded amount appears in the customer's account may also depend on the relevant bank, mobile financial service provider, or payment gateway.
• Pinacall will not require customers to purchase additional tokens or services as a condition of receiving a legally due refund.

Pinacall tokens are intangible digital products. Accordingly, physical returns are not applicable.

Purchased tokens cannot ordinarily be returned, exchanged, transferred, resold, or redeemed for cash after successful delivery.

Exceptions apply where a transaction correction, verified billing error, permanent service discontinuation, or applicable law requires a different outcome.

Customers are responsible for:

• Reviewing token packages, prices, and purchase quantities before completing payment.
• Ensuring that purchases are made using the correct Pinacall account.
• Maintaining accurate account and payment information.
• Safeguarding their account credentials.
• Reporting suspected payment or token delivery issues promptly.
• Providing accurate transaction information during support investigations.

Customers should not share passwords, one-time passwords, or full payment-card details when submitting support requests.

Pinacall reserves the right to update or modify this Policy to reflect changes in its services, payment operations, business requirements, or applicable laws.

• Any updated version will be published on the Pinacall website with a revised effective date.
• Material changes will be communicated where required by law or the applicable Terms and Conditions.
• Changes will not retroactively remove legally protected rights arising from purchases completed before the update.

This Policy is governed by the applicable laws of Bangladesh, including applicable consumer protection and digital commerce requirements.

Nothing in this Policy excludes, restricts, or overrides consumer rights or refund obligations that cannot lawfully be waived.

This Policy should be read together with Pinacall's Terms and Conditions and Privacy Policy.

Where a provision conflicts with mandatory applicable law, the mandatory legal requirement shall prevail.