1. Introduction

AtFINTRA Securities Limited, all online payments are processed securely through SSLCommerz Payment Gateway. We are committed to ensuring transparency and customer satisfaction regarding refunds.

2. General Refund Policy

  • All payments made are considered final, except in eligible cases.
  • Refund requests must be submitted within 7 (seven) days from the date of transaction or service delivery.
  • Refund approval is subject to verification and compliance with our internal policies.

3. Eligible Refund Cases

Refunds may be considered under the following conditions:

  • Duplicate payment
  • Incorrect amount charged
  • Failed transaction but amount deducted
  • Service not delivered or cancelled by FINTRA
  • Technical/system error

4. Non-Refundable Cases

Refunds will not be applicable in the following cases:

  • Change of mind after successful service delivery
  • Partial use of service
  • Delay caused by incorrect information provided by the client
  • Any fees, charges, or taxes already processed (if applicable)

5. Refund Process

  • Customers must contact FINTRA via official communication channels (email/office).
  • Upon approval, FINTRA will initiate the refund request through RTGS/BEFTN
  • Refund is processed only after proper validation and authorization.

As per SSLCommerz policy, customers must request refunds from the merchant (FINTRA), not directly from SSLCommerz.

6. Refund Timeline

  • Refund processing time: 7–10 working days after approval.
  • The amount will be credited to the original payment method (card, bKash, bank, etc.).

7. Chargeback & Dispute

  • If a customer raises a dispute/chargeback through the bank, FINTRA will provide necessary documents (invoice, service proof).
  • Unjustified chargebacks may be rejected as per SSLCommerz and banking regulations.

8. Important Notes

  • SSLCommerz acts only as a payment processor, not a decision-maker for refunds.
  • Refunds will be executed from FINTRA’s account balance.
  • Processing delays may occur depending on banks or mobile financial services.

9. Contact for Refund

For any refund-related queries, please contact:
FINTRA Securities Limited
Email: accounts@fintra.com.bd
Phone: +8801313098503, +8801701227322